MANAGING
FOOD AND BEVERAGE OUTLETS
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 them 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
1.
The schedule should be displayed well in
advance
2.
Staff distribution should be optimal.
3.
Holidays should be evenly distributed
4.
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.
STANDARD OPERATING
PROCEDURE (SOP)
A standard operating
procedure (SOP) is a set of written instructions that documents 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 A 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 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 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 revised to keep them
updated
Every organisation has
its style of writing a SOP. There are no ideal or correct formats. Following is
a sample format.
TITLE
OF SOP
HOTEL
ABC
DEPARTMENT:
SOP ID No:
DATE OF ISSUE:
Date of
Review:
MADE BY:
APPROVED BY:
STEPS OF THE PROCEDURE
·
Step 1
·
Step 2
·
Step 3
HOW
TO WRITE A STANDARD OPERATING PROCEDURE
·
Use Job Titles and not names of people
·
Follow a logical thought process.
·
Start each step of the procedure with a
action word. For example lift, pour, etc
·
Use graphics and visuals
·
Sentences should not be long and
complicated
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