Chapter 3 Restaurant Organization and Management.docx

**Chapter 3 Restaurant Organization and Management** 2. Introduction 3. Attributes of Food and Beverage Service Personnel 4. Social Responsibility and Business Ethics 5. Inter Departmental Relationships 6. Organizing for Success 7. Designing Organization Structure - Coffee shop of a h...

**Chapter 3 Restaurant Organization and Management** 2. Introduction 3. Attributes of Food and Beverage Service Personnel 4. Social Responsibility and Business Ethics 5. Inter Departmental Relationships 6. Organizing for Success 7. Designing Organization Structure - Coffee shop of a hotel - Coffee shop as an independent unit - Specialty restaurant - Large hotel - Medium size hotel - Small hotel 8. Job Descriptions of Food and Beverage Service Personnel's - 3.8.1. Food & Beverage Manager - 3.8.2. Restaurant Manager - 3.8.3. Head Waiter - 3.8.4. Station Waiter - 3.8.5. Bar Tender - 3.8.6. Bar Manager 3.9. Career information 10. Case study 11. Summary 12. Key words and concepts 3.13. Concept review questions 3.13.1. Test Your Knowledge 14. Suggested Activities 15. Web Exercises **3.1. Learning objectives** After the end of the chapter you will be able to: - Explain qualities require by food and beverage service personnel to get success in the hotel and catering industry. - Explain attributes of food and beverage service personnel. - Explain need of inter departmental relationship of food and beverage service with other department of the hotel. - Develop organization structure of food and beverage service department of a large, medium and small hotel. - Develop organization structure of various food and beverage service outlets. - Explain job description of food and beverage service personnel's. **3.2. Introduction** Organization plays an important role to get success and smooth operations of all activities of food and beverage service in the hotel and catering industry. As we know that a hotel has various revenue producing and non revenue producing departments but it is very tough to maintain the highest level of service without the organizing a particular department and that is the reason all the department have its own organization structure. In the similar way, all the departments have their code of ethics and conduct, grooming standards and specific reasons to coordinate with other departments of the hotel. In this topic, there is an attempt to deal with all the aspects related with the organization structure, code of conduct, job descriptions of various food and beverage service personnel's. **3.3 Attributes of Food and Beverage Service Personnel's** Attributes tells us how an individual can do the job by looking at what personal skills or competencies are needed to be a successful food and beverage service personnel's. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ [Vince Lombardi](http://www.wisdomquotes.com/001673.html)**: *Leaders aren\'t born they are made. And they are made just like anything else, through hard work. And that\'s the price we\'ll have to pay to achieve that goal, or any goal.*** ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ Thousands of students enrolled for hospitality education in the country every year in degree programs offered by various Universities, National Council for Hotel Management etc but few number of students get success in their career why its so, inputs were same and given to all the students at same pace but why only few of the students prove themselves as a manager, simple answer is attributes. We find few very common attributes in successful manager: - **Care:** Good managers care for their clients, subordinates, seniors, vendors, environment and definitely themselves. According to Oberoi Group , "***[We are ladies and gentlemen and serving ladies and gentlemen]***" is one of the best example of care. Motto of the Mariott, ***[you care for your employees, they will care you]*** is totally base on the philosophy of care. You must be observing that few of your seniors are very caring and few of them are not and from this point difference start between a successful manager and average or bad ones. - **Knowledge** is the another attributes wonderful attributes of a successful manager, why only one student get top position and simple answer is knowledge and you have to be very careful during your learning process and when ever you will get the opportunity to acquire knowledge, you have to get it. Most of the time it has been observe that we say yes for any and every thing without going in details and really holding yourself is very habit and definitely it will hampered your learning process. Being in food and beverage service industry you can not be a successful salesman till the time you are not well versed with your product range. A successful manager must be a good mentor who can mould the personality. - ***Good sense of humor*** is another attribute of a good manager. Every day you will be required to take certain decisions which will be based on your sense of humor. You have to be careful while dealing with such problems: *Assume a guest is passing through the lobby and asking, what is the time now, in very harsh language and I think so you will not tell him the time by seeing your wrist watch, here as sense of humor will you to detail the situation and anticipate the need of the guest before you start responding the situation.* -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **Success is nothing more than a few simple disciplines, practiced every day, while failure is simply a few errors in judgment, repeated every day. It\'s the accumulative weight of our disciplines and our judgments that leads to either fortune or failure.\' ------** [Jim Rohn](http://www.jimrohn.com/)**, *an American Business Philosopher*** -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- - ***Sense of fairness** : you must be wondering how this can be an attributes but we are all human behavior and have the tendency to be more polite, humble and courteous whenever we find very close friends or relatives and show extra ordinary care but in our industry it will not be a fair practice and ignoring a guest may give you a very bad experience for your life. So you must develop this attribute of sense of fairness.* - ***Excellent communication skills:*** This is the first and foremost requirement of a successful manager and those are good in communication develop a level of confidence while interacting with the guests/ seniors/ subordinates. Although we don't require being a speaker but our communication must be flawless and effective. Always have a pause and if you are unable to understand, request them to repeat but never assume the things. In our industry there are number of words which have different meaning and even you can't assume for example: screw driver is a name of cocktail and don't assume guest is asking for a maintenance tool while sitting in a bar, in the similar way Pink lady (cocktail name), white horse (brand of scotch whisky) etc, so whenever you are in doubt make it clear. Here the discussion is not only restricted with verbal communication but you have to be excellent in written communication also. - ***Honesty*** is always assets of a human being and it pays in long run, so be honest towards to every body, you must heard various stories of honesty and its result to the honest human being, just recall the story of a man who were ask to select his axe made of iron/ silver /gold\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **The only person over whom you have direct and immediate control is yourself. The most important assets to develop, preserve and enhance, therefore, are your own capabilities. And no one can do it for you. You must cultivate the habit of leadership effectiveness for you--- and doing so will be the single best investment you will ever make.\' ------** [Stephen R. Covey](http://www.covey.com/)**, *author of The Seven Habits of Highly Effective People*** -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- - ***Memory*** will help you in various ways in your hospitality and service career. Diners always appreciate the server who has the ability to remember their likes and dislikes in view of choice of food and drink, place for sitting, music etc and you can convert them into a regular customer for your organization. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ***The leaders who work most effectively, it seems to me, never say \"I.\" And that\'s not because they have trained themselves not to say \"I.\" They don\'t think \"I.\" They think \"we\"; they think \"team.\" They understand their job to be to make the team function. They accept responsibility and don\'t sidestep it, but \"we\" gets the credit.... This is what creates trust, what enables you to get the task done.*** [*Peter Drucker*](http://www.wisdomquotes.com/002384.html) -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- - ***Diplomacy:** According to **Fredk. Sawyer**," **A diplomat is a man who thinks twice before he says nothing**".* Diplomacy is the ability to treat others fairly, regardless of personal biases and to achieve you have to respect your colleagues, to understand and values differences between people and respect diversity in race, religion, gender, life style, age and disability. You will find lot of situations when you have to behave diplomatically and come out with a positive solution. - ***Hard work:** According to **Jim Rohn, an American Business Philosopher**, **"if you work hard on your job, you can make a living. But if you work harder on yourself that you do on your job, you can make a fortune**", always remember there is no short cut to get success in the life so be positive and work hard. You can find a lot of success stories of the successful men due to their hard work.* - ***Inter personal skills:** You must be fond of people and have to trust them, have consistency in your behavior, control your emotions and keep them out while making decisions and interacts with others. Take advice from your subordinates and seniors and come on to consensus to avoid grievances. Work with open mind and be a good listener. Always be ready to learn from your past mistakes and don't have false ego. Successful manager are always found excellent in their inter personal skills because of their quality of flexibility and allow to get credit for positive outcomes and have a belief that manpower is the assets for them.* **[Self assessment test ]** *1.Self appraisal of attributes and do your own self analysis , mark your self from 1 to 5 marks as per the range, 5 marks for highest and 1 mark for lowest and mention few more attributes in the blank columns and share a success story of your attribute to the class* ----------------------------------------------------------------------- ----- ----- ----- ----- ----- *Attributes* *5* *4* *3* *2* *1* *Do you confident amongst your self* *You have faith on others* *Do you have the capacity to lead* *How frequently you interact with the people* *Do you care of people* *Do you have good communication skills* *Are you generous* *Are you punctual* *Do you have good knowledge of food and beverage* *Are you loyal* *Are you positive* *Are you a good listener* *Do you have sales ability* *Can you satisfy your friends* *How frequently you involved with your class mate/ friends* *Do you have power of intelligence* *Do you believe on team work* *Do you have ability to develop others* *How frequently you can ruin your personal agenda if situation comes* *Do you respect others* ----------------------------------------------------------------------- ----- ----- ----- ----- ----- 2\. ***Few important traits are given of service personnel's for your help and complete the table from A -- Z:*** ---------------------------------------------------------------- -------------------------------------------------------------------------------------------------------------------------------------- -------------------------------------------------------------------- A= Alert, Attentive, \-\-\-\-\-- K= \-\-\-\-\-\-\--,\-\-\-\-\-\-\-\-\--, \-\-\-\-\-\-\-\-\-\-\-\-\-- T= \-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-- B= Bold, \-\-\-\-\-\-\-\-\-\-\-\-\-\-- L= \-\-\-\-\-\-\-\--, \-\-\-\-\-\-\-\--, \-\-\-\-\-\-\-\-- U= \-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-- C= Confident, Calm, Clever, - M= \-\-\-\-\-\-\-\--, \-\-\-\-\-\-\-\--, \-\-\-\-\-\-\-\-\-\-- V= \-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-- D= Discipline,\-\-\-\-\-\-\-\-\-\-- N= \-\-\-\-\-\-\-\-\--, \-\-\-\-\-\-\-\-\-\-\-\--, \-\-\-\-\-\-- W= \-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-- E= Energetic, Efficient,\-\-\-\-\-\-\-\-- O= \-\-\-\-\-\-\-\-\-\--, \-\-\-\--, \-\-\-\-\-\-\-\-\-\-\-\-- X= \-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-- \-\-\-- F= \-\-\-\-\-\--, \-\-\-\-\-\-\--, \-\-\-\-\-\-\-\-\-\-\-\-- P= patience, \-\-\-\-\-\-\--, \-\-\-\-\-\-\-\-\-\-- Y= \-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-- H= \-\-\-\-\-\-\-\--, \-\-\-\-\-\-\-\--, \-\-\-\-\-\-\-\-\-\-- Q= \-\-\-\-\-\-\--, \-\-\-\-\-\-\-\-\-\-\-\-\--, \-\-\-\-\-\-\-- Z= \-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-- I= \-\-\-\-\-\-\-\-\-\--, \-\-\-\-\-\-\-\-\-\-\-- R= \-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-- J= \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- S= \-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-- ---------------------------------------------------------------- -------------------------------------------------------------------------------------------------------------------------------------- -------------------------------------------------------------------- **3.4. Social Responsibility and Business Ethics** Can you find out one major reason why TATA is the premier company in our country? If yes it's ok otherwise let us share the facts about Tata why on Number one: Because 66% profit of companies of Tata group goes to charity and that is the major reason of company's success and it becomes very surprising when competitive nature of the society created a culture of cheating, because ethics are based on individual beliefs and social concepts, they vary among individuals, situations and cultures. Successful corporate house believes on honesty and their responsibility towards the society. Firmly I believe on ethical practices in personal and professional life and ethics of business start with the ethics of individual. According to Pankaj Baliga, Global head of corporate social responsibility of TCS that company adheres to a philosophy of providing some of the poorest people in the world with products that improve their future (and hose of their children ) at values they can afford, while maintain enough profit to keep the company competitive. The charitable trusts of Tata group fund a variety of projects and founded Tata Institute of Fundamental Research, The National Centre of Performing Arts and the Tata Memorial Hospital. Corporate social responsibilities includes following points: 1. Formulating corporate strategies keeping in view the needs of society. 2. It should deal with social problems. 3. It must have an ethical concept. 4. Companies should spend a part of their accumulated wealth to eradicate social problems. To define Business Ethics is so simple as well as so critical depends on your perception. Ethics means the sense of right and wrong. Whatever is conscientiously right is ethical and whatever is conscientiously wrong is unethical. There is a vast difference between these two in one eyes and on the other hand it's ok and most of the time you will find that the peoples are ok. Once we are getting benefitted it seems ethical and if not, we start crying oh, what a bad practice. In your professional career you will fond thousands of situations when you have to take your decisions based on ethical practices. Don't be confused with business etiquettes and business ethics, both are different. Business defined is defined by good manners, loyalty and commitment towards one's organization. Always remember this very old and valuable quote, "Rome was not built in a day". Right business etiquettes are very essential for your positive career growth. Now, you have entered in the hospitality industry which operates 24 x7 x365 days of the year and remember your honeymoon is over forever. ***Ethical Practices of Hospitality Business***: - Always welcome your guest/s and enjoy their stay. - Be sincere and have greater sense of your responsibility because you are the image builder of the country and your one mistake may be very dangerous to the image earned in thousands of years of hospitality. - Provide your best, you can and always be positive and initiate great relationship. - Always respect your guests and don't feel them inferior. Always remember, "Guest is God and we are totally dependent on him, he is not dependent on us". Always remember one dissatisfy guests communicate more than the satisfy guest. - Listen the problems carefully and don't ignore them. Problems always give us learning opportunities. - Always remember productivity is more important than profitability. - Always remember Buddhist religious principle says ***Bahujana Hitaya, Bahujana Sukhaya,*** which literally means 'of the greatest good, of the greatest number'. - Never over charge or under charge for a product. Always remember a fair pricing strategy is one of the most important business ethics. **3.5 Inter Departmental Relationships:** There are various departments in a hotel those contribute significantly food and beverage service department for successful operations**:** **Food Production:** One of the most important department of a hotel and food and beverage service department require very close relationship for: - Preparation of food items - Planning and designing of the menu cards - Special dishes of the day - Functional menu - Special requests of the diners - Achieving sales target and profit - Reducing cost and pilferages - Inter departmental transfer - Maintaining highest level of service standards **Kitchen Stewarding** is responsible for general upkeep and cleanliness and polishing of all necessary equipment. Role of kitchen stewarding is very similar to the nurses or ward boy with doctors in operation theatre as doctors can not conduct operation without assistance of nursing staff in the similar way food and beverage service can't get success without coordination of kitchen stewarding. **Accommodation Operations:** No body can neglect the importance of accommodation operations department in success of food and beverage service and this success is due to close coordination between these departments. There are number of valid reasons for the same as follows: - Upkeep and development of aesthetic sense in all food and beverage service areas - Supply of linen - Supply of staff uniforms - Flower arrangement - Arrangement of various themes for function catering - Creating atmosphere, décor and ambience of the food and beverage outlets **Front Office** contributes significantly in success of food and beverage service department and provide following information: - Number of residents in the hotel - Passed information of various plans such as American plan, European plan and Continental plan by residents - Daily arrival and departure information - Special arrangements for VIPs and CIPs - Informing and Escorting to the guest's for food and beverage outlets - Providing information about food and beverage facilities of the hotel - Promotion of events and functions - Inform and update room service/ restaurant staff regarding billing procedures - Assist in problem solving specially late night arrivals **Hotel Engineering:** can you imagine enjoying continental meals without using cutlery in a formal atmosphere, your answer will be definitely, no in the similar way a restaurant cannot operate if its building systems are not operating effectively, illumination is not proper, furniture and fixtures are out of order, so that is the Engineering department always provide back up to the food and beverage service equipment. Engineering department not only give a back up for maintenance of the equipment and building system but also assist in conserving water, energy a pollution free green hotel. **Accounts and Finance** are similar to the blood veins in a human body to the food and beverage service department and assist in making budgets, cost control, accounts settlement, receiving of daily food and beverage sales. As accounts department is responsible for salaries, wages and other incentives so a close relationship is very essential in both the departments. **Purchasing and Stores** provides all the supplies in the form of tobacco, liquor, groceries, perishables and other commodities. As we know purchase department is responsible to do all purchases so a close understanding required getting quality products which always leads to quality service. **Human Resource Department** takes care of your personal and professional development and from recruitment to successful retirement from the hotel that is the department which always thinks for your betterment and inform about your positive and negative aspects. You will find the importance of Human resource department in your daily routine from sanctioning of the leaves to the reimbursement of your medical expenses, from your induction to promotion. If you require getting your meal coupons or you have some issues with some body that is the department will help you. **Sales and Marketing** is responsible for ***branding a product, image building, marketing research, keep a track on meal trends, market share , competitors strategies*** etc and inform us what we can sale for how much. In the early stage of hospitality industry, this department was not on paper but the same task performed by the restaurant/ food & beverage manager themselves but now food and beverage service department requires a close relationship with marketing and sales department for its success. **Safety and Security** is one of the most neglected department but most important department of a hotel, recently according to survey when the guests were asked to fix up their priorities what they look in selection of a hotel: 69% respondents were given safety and security as a first priority and food and beverage required to have a close coordination specially in function catering, bar, night clubs and keep a vigil on anti social elements. Security department is also responsible to keep a vigil on the employees of the hotel and help food and beverage service from theft or cheating or malpractices adopted by the employees of food and beverage service department. **3.6 Organizing for success** The process which enables the creation and maintenance of an organization structure is referred to as organizing. While working for an organization structure first of all we should establish the formal groupings of people such as stewards, senior stewards and their activities. This is done to achieve the stated goals of the organization. The basic purposes behind organizing are: - Identification, division and distribute the tasks to be done by person/ group of persons. - Delegate authority and responsibility for decision making to accomplish the tasks - Establishing working relationship amongst persons, groups or departments for efficient implementation of plans and policies of the catering industry. In your professional career as a manager, you will get number of opportunities when you will be required to work on the organization structure. Following tips will help to propose an organization structure: - Analyze and design goals - Define authority and responsibility - Foresee the area of conflict - Establish effective management information systems Achieving excellence of such organizing skill is a step further in your career as a successful food and beverage manager. There are main two different types of organization structure ( organogram ) used widely in the hotel and catering industry: **Tall organization structure** is used where we find various levels of management between top to entry (lower level) and has a long chain of command and due to this decision making is slower. **Flat organization structure** has fewer level of management with wide span. ---------------------------------- **Top Organizational Structure** ---------------------------------- -- -- **Fig: Tall organization** --------------------------------- **Flat Organization Structure** --------------------------------- **Fig : Flat organization** **Note:** Always remember that there is no one model of an ideal span of management and while deciding on an appropriate span of management, one must consider the capabilities of managers and subordinates along with environment in the organization. **Special form of organization** **Matrix structure** is a combination of the product and functional organization and usually created for a executing a project. The distinguish characteristics of a matrix organization is that it operates under a dual authority. A manager is accountable for two bosses at the same time, one his or her for usual boss and the other, the boss for the duration of the project. Problems arise in matrix organization due to conflict between roles and authority. Best example of matrix organization from your life that is your industrial exposure when you will work under two bosses: one will be your training coordinator and other will be representative of the industry where you will be trained. Top Management Tt Departments Product A Product B Product C Fig: Matrix organization **3.7. Designing Organization structure** As we are in the service industry and most of the time does not produce any physical or tangible product. Being in the food and beverage service department, the behavior of the staff towards diners is the upmost part of the department, and we should be given more emphasis on organizing service, handling customer's complaints, feedback, etc. **Tips to follow:** - Complete profile - Detail the organization in terms of its capacity - Operating hours - Style of service - Meal timings **3.71. Case one: Propose an organization structure of a coffee shop located in a five star hotel.** **Solution:** look at the case and raise few questions to you before proceed to the answer, question you may raise as follows: - Is it the coffee shop located in a metro city or in a small city? - Is it an independent unit or part of the hotel - Is it operate 24 hrs or operate 16 hours as per guidelines given by Ministry of Tourism - Is coffee shop has breakfast/ lunch/dinner buffet arrangements - Is coffee shop has a bar or not ***If you will not enquire all such questions then you will not be able to propose an ideal organization structure and then after develop a hypothetical profile of the coffee shop as follows:*** +-----------------------------------------------------------------------+ | **Profile of coffee shop** | | | | Name of coffee shop: Gup shup | | | | Operating hours: 24 hrs | | | | Number of covers: 120 | | | | Type of ownership: Independent | | | | Location: Part of a five star hotel, New Delhi | | | | Number of rooms: 450 | | | | Style of service: Pre plated | | | | Other features: Mid night buffet and a cocktail Bar | +-----------------------------------------------------------------------+ **Now above mentioned facts file will help you to propose organization structure for a coffee shop:** +-----------------------------------------------------------------------+ | **Food and Beverage Manager** | | | | **Deputy Manager Food and Beverage** | | | | **Assistant Manager Food and Beverage** | | | | **Coffee Shop Manager** | | | | **Bar Tender Head Waiter Reception Head Waiter** | | | | **Wine waiter Station Waiter** | | | | **Assistant Wine Waiter Assistant Station Waiter** | | | | **Waiter** | | | | **Assistant Waiter** | | | | **Busboy** | +-----------------------------------------------------------------------+ **3.7.2. Case two: Propose an organization structure of a single owned coffee shop.** **Solution: as similar to case one we will see** the case and raise few questions to ourselves before proceed to the answer, question you may raise as follows: - Is it the coffee shop located in a metro city or in a small city? - Is it an independent unit or part of the hotel - Is it operate 24 hrs or operate 16 hours as per guidelines given by Ministry of Tourism - Is coffee shop has breakfast/ lunch/dinner buffet arrangements - Is coffee shop has a bar or not ***If you will not enquire all such questions then you can't propose an ideal organization structure and then after develop a hypothetical profile of the coffee shop as follows:*** +-----------------------------------------------------------------------+ | **[Profile of coffee shop]** | | | | Name of coffee shop: Naubasta | | | | Operating hours: 24 hrs | | | | Number of covers: 60 | | | | Type of ownership: Independent | | | | Location: Kanpur | | | | Style of service: Pre plated | | | | Other features: None | +-----------------------------------------------------------------------+ **Now these will you to propose an organization structure for a coffee shop:** +-----------------------------------------------------------------------+ | **Coffee Shop Manager** | | | | **Head Waiter Reception Head Waiter** | | | | **Station Waiter** | | | | **Assistant Station Waiter** | | | | **Waiter** | | | | **Assistant Waiter** | | | | **Busboy** | +-----------------------------------------------------------------------+ **3.7.3. Case three: Propose organization structure of specialty restaurant for 120 covers:** **Solution: Now we have fair idea about developing facts file or sheet.** **[Profile of coffee shop]** Name of specialty restaurant: Burgundy Operating hours: 1130 to 15 30 Hrs and 1930 hrs to 2230 hrs Number of covers: 90 Type of ownership: Independent Location: Kolkata Style of service: silver Other features: cocktail bar ***Note: Proposed restaurant is not the part of the hotel so proposal for organization structure will be as follows:*** **Restaurant Manager** **Bar Tender Head Waiter Reception Head Waiter** **Wine waiter Station Waiter** **Assistant Wine Waiter Assistant Station Waiter** **Waiter** **Assistant Waiter** **Busboy** **Note:** if proposed restaurant is part of the hotel then top three positions of Food and Beverage Manager, Dy. Manager Food and Beverage and Assistant Manager Food and Beverage will be mention as shown in case one of the organization structure. In the similar way we can develop organization structure of any food and beverage outlet. **3.7.4. Case four: Propose an organization structure of Food and Beverage Service Department of a large hotel:** Solution : Here again how much the hotel is large in terms of Number of rooms and food and beverage facilities and we will propose a fact's file first before proposing for organization structure: Fact's file of the hotel: Name of the hotel: The Tulip Town Number of rooms: 250 Star categories: five star deluxe Coffee shop: 120 covers Specialty restaurant: 80 covers Bar: 60 covers Banquets: Three of 150, 300 and 500 Pax capacity. **General Manager** **Food and Beverage Manager** **Deputy Manager Food and Beverage** **Assistant Manager Food and Beverage** **Coffee shop Room service Banquet Bar Manager Restaurant** **R/S Order Control Cashier Sales Head Waiter Secretary** **Taker desk in charge Representative** **R/S Captain Banquet captain** **Floor waiter Waiter Bar Man Wine waiter** **Assistant floor waiter Casuals** **Note:** Organization structure of coffee shop, bar and specialty restaurant is as similar to the case 1 and 3 and incorporate the organization structure coffee shop, bar and specialty restaurant of in continuation to get clear picture of the complete organization structure of food and beverage service department of a large hotel. **3.7.5. Case Five: Propose an organization structure of food and beverage service department of a medium size hotel:** ***Fact's file of the hotel:*** Name of the hotel: The Madhuvan Inn Number of rooms: 80 Star categories: three star deluxe Coffee shop: 40 covers Bar: 60 covers Banquets: one of 300 pax capacity **General Manager** **Assistant Manager Food and Beverage** **Coffee shop Room service Banquet Bar Manager Manager Manager Manager** **R/S Order Control Sales Head Waiter** **Taker desk in charge Representative/ secretary** **R/S Captain Banquet captain** **Floor waiter Waiter** **Assistant floor waiter Casuals** **NOTE: Organization structure for coffee shop and bar similar to case one and include respectively.** **3.7.6. Case six: Propose an organization structure of food and beverage service department of a small hotel:** ***Fact's file of the hotel:*** Name of the hotel: The Tulika Number of rooms: 30 Star categories: Two Star F & B facilities: 24 Hours room service Multi cuisine restaurant **General Manager / Owner** **Room service Supervisor Restaurant Supervisor** **Floor Waiter Captain** **Assistant waiter Waiter** **Assistant waiter** **Facts file:** ------------------------------------------------------------------------------------------------------------------------------------------------------------ -------------------- ------------------------------------------------------------------------------------------------------------------------------------ **Food and Beverage Facilities in Star Categories Hotels as per Norms of Ministry of Tourism** ***Star category*** **Location** **Facilities** ***One and Two Star Hotel*** Minimum one dining room serving all meals and room service is not necessary. ***Three Star Hotel*** One multi-cuisine restaurant cum coffee shop opens from 7 a.m. to11 p.m and 24 hours room service. **Four Star Hotel** **Grade A Cities** One multi-cuisine restaurant cum coffee shop opens from 7 a.m. to11 p.m, ***one specialty restaurant*** and 24 hours room service. **Grade B Cities** One multi-cuisine restaurant cum coffee shop opens from 7 a.m. to11 p.m, and 24 hours room service. **Five Star and five star deluxe Hotel** **Grade A Cities** One multi-cuisine restaurant cum ***24 hours coffee shop*** / all day diner, one specialty restaurant and 24 hours room service. **Grade B Cities** One multi-cuisine restaurant cum coffee shop opens from 7 a.m. to11 p.m, one specialty restaurant and 24 hours room service. ***Grade A cities:*** Delhi ( Gurgaon, Faridabad, Ghaziabad, NOIDA and Greater NOIDA), Mumbai, Kolkata, Chennai, Bangalore, Pune, Hyderabad / Secunderabad ***Grade B cities:** Cities in the rest of the country excluding Grade A cities.* ------------------------------------------------------------------------------------------------------------------------------------------------------------ -------------------- ------------------------------------------------------------------------------------------------------------------------------------ **[3.8. Job Description of Food and Beverage Service Personnel's]** Job description is a broad statement of the purpose, duties and responsibilities of a job or position and drafted by Human Resource Department in coordination with Food and Beverage Service Department. A job description is based on detailed job analysis and usually summarizes the essential information. Most of the big catering companies designed their own formats and fix up the duties and responsibilities according to need of catering operations such as job of a task force of a fast food operation varies from steward of an independent restaurant and that's why its varies from organization to organization. The job description specifies the knowledge, qualifications and skills necessary to do the job successfully and can be used as a tool for assessment of performance. ***[Explanation of Key words used and how to write a Job Description ]*** ***[First of all create a header that includes name and address of hiring organization. ]*** 1\. **[Job Title]** means position or designation such as restaurant manager/ captain / stewards 2\. **[Job code:]** designated the position in the organization structure such as in case of restaurant manager of an independent restaurant will be on position one while in case of restaurant manager of a large hotel will be in position on fourth (see organization structure of independent restaurant and large hotel). 3\. **[Reports] to** means senior person to who designated post is reporting such as restaurant manager will report to assistant manager food and beverage and we always write two immediate senior position and we will write as assistant manager/ Dy. Manager Food and beverage. **4. [Responsible for]**: in this section we write junior position and to whom he/ she is responsible for such as restaurant manager is responsible for job perform by bar tender and head waiter. ***[5. Job summary:]*** concise details of duties and responsibilities performed by designated post. Summary should be in precise and selection of the words to be taken care while drafting job summary. [ ] ***[6. Duties and responsibilities:]** always write in point form and that is the expansion form of job summary.* ***7. [Limits of authority]***[:] there are numerous authorities given by the senior management to a designated post to control the subordinates or situations for better output and limits of authority varies from establishment to establishment according to their human resource and catering policies for example: restaurant manager may authorize for making discounts in case of VIPs/ CIPs, cancellations of the KOTs, to check and evaluate performance appraisals etc. higher managerial positions have more limits of authorities in comparison to lower positions in an organization. 8\. ***[Coordinates with]*** state clearly about the requirement of coordination with other department such as restaurant manager required to coordinate with food production, kitchen stewarding, human resource, accounts, maintenance, stores, marketing and so on along with its specific purpose. Purpose may be personal also. 9\. **[Job specification]**: it involves listing of the personal qualifications regarded as necessary for satisfactory performance and can be sub divided into educational and professional qualifications, experiences, skills and competencies. 10\. **[Salary structure :]** includes salary and other benefits/ incentives given by the hiring company. 11\. **[Physical profile:]** column includes desired sex, age group, height, weight, eye sight, and even complexion required for the particular job. **Specimen Format of Job Description** +-----------------------------------------------------------------------+ | IHM | | | | Department of Human Resource | | | | Job Title: | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- | | | | Job code: | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- | | | | Reports to: | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- | | | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- | | | | Responsible for : | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- | | | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- | | | | Job | | Summary:\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- | | | | Duties and Responsibilities: | | | | 1. \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--. | | | | 2. \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--. | | | | 3. \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--. | | | | 4. \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--. | | | | 5. \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--. | | | | 6. \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--. | | | | 7. \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--. | | | | Limits of Authority: | | | | 1. \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--. | | | | 2. \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--. | | | | 3. \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--. | | | | Coordinates with: | | | | Food | | production:\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--. | | | | Kitchen | | stewarding:\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--. | | | | Human | | resource:\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--. | | | | Accounts:\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--. | | | | Maintenance:\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--. | | | | Stores:\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--. | | | | Marketing:\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--. | | | | Job Specifications: | | | | a\. University/ College qualifications: | | | | 1.\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\--. | | | | 2.\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\--. | | | | 3.\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\--. | | | | b\. Professional qualifications: | | | | 1.\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | --. | | | | 2.\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\--. | | | | 3.\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\--. | | | | c\. Experiences: | | | | 1.\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | --. | | | | 2.\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\--. | | | | 3.\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\--. | | | | d\. Skills and Competencies: | | | | 1.\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | --. | | | | 2.\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\--. | | | | 3.\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\- | | \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\ | | -\--. | | | | Salary : | | | | Physical profile: | | | | a. Age group: | | | | b. Sex: | | | | c. Height: | | | | d. Weight: | | | | e. Eye sight: | | | | f. Complexion (optional): | +-----------------------------------------------------------------------+ **( Fig: Specimen Format of Job Description )** +-----------------------------------------------------------------------+ | **HM HOTEL** | | | | **Department of Human Resource** | | | | ***Job Title:*** Food and Beverage Manager | | | | ***Job code:*** HR/ F &B/ 01 | | | | ***Reports to:*** General Manager/ Director ( F &B) | | | | ***Responsible for** :* Dy. Manager Food & Beverage/ Assistant | | Manager Food & Beverage | | | | ***Job Summary:*** Responsible for the formulating, implementation | | and monitoring of financial, marketing and catering policies of the | | organization and to maintain the highest level of food and beverage | | service standards to achieve the guest's satisfaction. | | | | ***Duties and Responsibilities:*** | | | | - Hold meetings with all outlet managers and section heads to | | ensure working of all area s effectively and efficiently. | | | | - To ensure required profit margin from each food and beverage | | outlets of the hotel with in the financial year. | | | | - Compiling menus and wine lists keeping in view current trends of | | the market. | | | | - Coordinating with Human resource department in recruiting, | | training, induction, performance appraisal, promotion and | | demotion of the employees of the food and beverage service | | department. | | | | - To coordinate with the marketing and food production department | | for development of a new product, determination of the price and | | promotional activities of food and beverage department. | | | | ***Limits of Authority:*** | | | | - Evaluation performance of senior food and beverage staff. | | | | - Recommend promotion or increment in the salary of the employees. | | | | - Special discounts or No charge | | | | ***Coordinates with:*** | | | | - Executive chef of Food production for compiling menus and special | | events. | | | | - Human resource: for recruitment, induction, training, performance | | appraisals. | | | | - Accounts and finance: for departmental budgets and sales targets. | | | | - Maintenance:for renovation, restoration and for new projects. | | | | - Purchase : for specifications of the equipments and coordinating | | in selection of suppliers. | | | | - Marketing: for market research to check the demand and new trends | | | | ***Job Specifications:*** | | | | a. ***University/ College qualifications:*** | | | | ***Essential:*** | | | | 1\. Must be Graduate from a recognized university. | | | | ***Desirable:*** | | | | 2\. M.B.A or Post Graduate Diploma in Business Administration or | | Marketing Management from a recognized university. | | | | b. ***Professional qualifications:*** | | | | 1\. Degree or Three years diploma in hotel management from | | recognized university/ Board. | | | | c\. ***Experiences:*** | | | | 1\. Three years working experience as Dy. Manager Food & Beverage in | | five star hotel | | | | **OR** | | | | Five years working experience as Assistant Manager Food & Beverage in | | five star hotels. | | | | d\. ***Skills and Competencies:*** | | | | - Well versed with latest Food and Beverage software | | | | - Leadership and motivational skills. | | | | ***Salary:*** Rs. 60000 to Rs 120000 per month plus incentives as per | | policy of the company. | | | | ***Physical profile:*** | | | | - Age group: 35 to 45 years | | | | - Sex: M/F | | | | - Height: 165-175 Cm and May relaxed for a potential and | | exceptional candidate. | | | | - Weight: 55- 72 Kgm | | | | - Eye sight: Normal | | | | - Complexion (optional): Fair | +-----------------------------------------------------------------------+ 2. **Job Description of Restaurant Manager** +-----------------------------------------------------------------------+ | **HM HOTEL** | | | | **Department of Human Resource** | | | | ***Job Title:* Restaurant Manager** | | | | ***Job code:*** HR/ F &B/ CS/04 | | | | ***Reports to:*** Assistant Manager F&B/ Dy. Manager F & B | | | | ***Responsible for :***Head Waiter / Bar Tender | | | | ***Job Summary:*** Responsible for achieving sales target, up selling | | and maintaining highest level of service standards, hygiene and | | sanitation , discipline and monitoring the performance of employees | | of the restaurant. | | | | ***Duties and Responsibilities:*** | | | | - Coordinate finance department in preparing the budget for the | | restaurant and achieving sales target during the financial year. | | | | - To design new sales promotion scheme and implementation. | | | | - To motivate, lead and monitor the performance of subordinates. | | | | - To prepare duty rota of service brigade with the help of Head | | Waiter. | | | | - To administer the functioning of the restaurant especially mise | | en scene and mise en place before the operation. | | | | - Coordinate with the chef for menu planning, smooth pick up and | | induction and promotion of new dishes. | | | | - To attend meetings and give timely feedback to senior management. | | | | - Responsible for proper cash/ credit transaction and to ensure any | | recovery for service rendered. | | | | - Handling guest's complaints and to take care of VIPs and CIPs. | | | | ***Limits of Authority:*** | | | | a. Passing of discount as per the case with explanation. | | | | b. No cancel KOTs. | | | | c. Hiring and firing of subordinate staff. | | | | ***Coordinates with:*** | | | | - Food production: for menu planning and pick up | | | | - Kitchen stewarding: to ensure proper supplies of the chinaware, | | service ware and silver ware. | | | | - Human resource: for performance appraisal, training, and | | induction of new employees / trainees. | | | | - Marketing: for sales promotion schemes and budgets and VIPs or | | CIPs guests. | | | | - Accounts: for settling of day to day sales and accounts | | | | - Maintenance: for daily and preventive maintenance of furniture, | | fixtures and equipments and contract cleaning. | | | | - Stores: to ensure supplies on time as per requirement of still | | room/ bar or any other area of the service room. | | | | ***Job Specifications:*** | | | | a. ***University/ College qualifications:*** | | | | ***Essential:*** | | | | 1\. Must be Graduate from a recognized university. | | | | ***Professional qualifications:*** | | | | 1\. Degree or Three years diploma in hotel management from | | recognized university/ Board. | | | | c\. ***Experiences:*** | | | | 1\. Three years working experience as Head waiter or Bar tender of a | | restaurant of a five star hotel or of repute or five years | | experience as a captain of a banquet or in a restaurant of a five | | star hotel or of repute. | | | | d\. ***Skills and Competencies:*** | | | | - Well versed with latest Food and Beverage software | | | | - Leadership and motivational skills. | | | | **Salary:** Rs. 35000 to Rs 60000 per month plus incentives as per | | policy of the company. | | | | ***Physical profile:*** | | | | - Age group: 25 to 35 years | | | | - Sex: M/F | | | | - Height: 165-175 Cms and May relaxed for a potential and | | exceptional candidate. | | | | - Weight: 55- 72 Kgm | | | | - Eye sight: Normal | | | | - Complexion (optional): Fair | +-----------------------------------------------------------------------+ 3. **Job Description of Head Waiter or Restaurant Supervisor** +-----------------------------------------------------------------------+ | **HM HOTEL** | | | | **Department of Human Resource** | | | | **Job Title: Head Waiter** | | | | ***Job code:*** HR/ F &B/ CS/05 | | | | ***Reports to:*** Restaurant Manager / Assistant Manager F&B | | | | ***Responsible for :*** Station waiter/ Bar Tender | | | | ***Job Summary:*** Responsible to organize, supervise and maintaining | | highest level of service standards, hygiene and sanitation , | | discipline, caring of the diners , ensuring effective follow up of | | the standard operating procedures and monitoring the performance of | | employees of the restaurant. | | | | ***Duties and Responsibilities:*** | | | | - Responsible to work as restaurant manager in her/ his absence. | | | | - To ensure mise en scene and mise en place of all the areas of the | | outlet including service room and bar. | | | | - To maintain and upkeep all the records and documents. | | | | - To check daily attendance, assist restaurant manager in preparing | | duty rota and assign special task to any service personnel as per | | requirement. | | | | - To conduct daily briefing along with restaurant manager, ensure | | training and supervise meal operations throughout his/ her shift. | | | | - Coordinate hotel maintenance department to maintain and upkeep of | | the restaurant. | | | | - To ensure Standard Operating procedures during services | | | | - To serve VIPs and CIPs and handling guest complaints. | | | | - Responsible for monthly inventory and maintaining the stock of | | all the chinaware, glassware, silverware, linens, tableware and | | cutlery. | | | | ***Limits of Authority:*** In case of absence of restaurant manager, | | head waiter has the same authority as restaurant manager otherwise he | | / she has very limited authority of initiating the performance of | | subordinate staff after the approval of restaurant manager. | | | | ***Coordinates with:*** | | | | - Food production: for food pick up and special orders | | | | - Kitchen stewarding: for the supply of restaurant equipment | | | | - Accounts: for depositing daily restaurant sales | | | | - Maintenance: for daily and preventive maintenance and in case of | | emergency break down coordinates with assistant engineer or shift | | in charge for taking corrective measure. | | | | - Stores: to ensure proper supplies | | | | - House keeping: for proper supply of restaurant linen, flowers, | | artifacts, staff uniform, lost and found items and cleanliness of | | floors, walls and other specific areas taken care by Housekeeping | | department. | | | | ***Job Specifications:*** | | | | a. ***University/ College qualifications:*** | | | | ***Essential:*** | | | | 1. Must be 10+ 2 from recognized board. | | | | ***Desirable:*** | | | | 2. Graduate from a recognized university. | | | | ***Professional qualifications:*** | | | | 1\. Degree or Three years diploma in hotel management from | | recognized university/ Board. | | | | ***c. Experiences:*** | | | | 1\. Three years working experience as captain of a restaurant or | | banquet of a five star hotel or of repute. | | | | ***d. Skills and Competencies:*** | | | | - Well versed with latest Food and Beverage software. | | | | - Sound knowledge of food and beverage. | | | | - Strong hold on implementation of SOPs | | | | - Strong in Technical and supervisory skills. | | | | - Visionary and should have very good back ground of presentation | | skills. | | | | - Effective communication skills. | | | | ***Salary:*** Rs. 20000 to Rs 30000 per month plus incentives as per | | policy of the company. | | | | ***Physical profile:*** | | | | - Age group: 25 to 30 years | | | | - Sex: M/F | | | | - Height: 165-175 Cms and May relaxed for a potential and | | exceptional candidate. | | | | - Weight: 55- 72 Kgm | | | | - Eye sight: Normal | | | | - Complexion (optional): Fair | +-----------------------------------------------------------------------+ 4. **[Job Description of Station Waiter]** +-----------------------------------------------------------------------+ | **HM HOTEL** | | | | **Department of Human Resource** | | | | ***Job Title:* Station Waiter** | | | | ***Job code:*** HR/ F &B/ CS/06 | | | | ***Reports to:*** Head waiter / Restaurant Manager | | | | ***Responsible for*** : Assistant station waiter / Waiter | | | | ***Job Summary:*** Responsible to organize, supervise and maintaining | | highest level of service standards, hygiene and sanitation , service | | of food and beverage items to the diners by following of the standard | | operating procedures and monitoring the performance of employees of | | his / her station. | | | | ***Duties and Responsibilities:*** | | | | - Responsible for efficient operation of his/ her station. | | | | - To ensure mise en scene and mise en place of his/ her section. | | | | - To maintain and upkeep of the station and surrounding area. | | | | - To check that all the accompaniments, proprietary sauces and | | garnishes are ready at the station. | | | | - To check proper table set up and laying, stacking of side board | | of his/ her station. | | | | - To check grooming standards of subordinates. | | | | - To take order, order processing and service of food and beverage | | items to the guests. | | | | - To ensure proper clearance of the table and sideboard. | | | | - To receive payment. | | | | ***Limits of Authority:*** He/ she can advise or recommend to head | | waiter. | | | | ***Coordinates with:*** | | | | - Food production: for food pick up and special orders | | | | - Kitchen stewarding: for the supply of restaurant equipment to | | his/ her station. | | | | - House keeping: for cleanliness, supply of linen and flowers of | | his/ her station. | | | | - Bar: for efficient pick up and service on his/ her station. | | | | ***Job Specifications:*** | | | | a. ***University/ College qualifications:*** | | | | ***Essential:*** | | | | Must be 10+ 2 from recognized board. | | | | ***Professional qualifications:*** | | | | 1\. Degree or Three years diploma in hotel management from | | recognized university/ Board. | | | | ***c. Experiences:*** | | | | 1\. Three years working experience as steward or wine waiter of a | | restaurant / bar / banquet of a five star hotel or of repute or two | | years as an assistant station waiter of a restaurant of a five star | | hotel. | | | | ***d. Skills and Competencies***: | | | | - Working knowledge of latest Food and Beverage software. | | | | - Sound knowledge of food and beverage. | | | | - Strong hold on following SOPs | | | | - Strong in Technical and communication skills. | | | | - Good salesman ship. | | | | - Should have very good knowledge and skills in presenting and | | preparing garnishes for food and beverage items. | | | | - Effective communication skills. | | | | ***Salary:*** Rs. 18000 to Rs 25000 per month plus incentives as per | | policy of the company. | | | | ***Physical profile:*** | | | | - Age group: 22 to 30 years | | | | - Sex: M/F | | | | - Height: 165-175 Cms and May relaxed for a potential and | | exceptional candidate. | | | | - Weight: 55- 72 Kgm | | | | - Eye sight: Normal | | | | - Complexion (optional): Fair | +-----------------------------------------------------------------------+ 5. **Job description of Bar Tender** +-----------------------------------------------------------------------+ | **HM HOTEL** | | | | **Department of Human Resource** | | | | ***Job Title:*** Bar Tender | | | | ***Job code:*** HRD/F&B/BAR/O5 | | | | ***Reports to:*** Bar Manager / Assistant Manager F & B | | | | ***Responsible for :*** Wine Waiter/ Assistant wine waiter | | | | ***Job Summary:*** responsible for supervision of mise en scene and | | mise en place, preparation and service of alcoholic beverages and | | smooth functioning of the Bar. | | | | ***Duties and Responsibilities:**