F&B: Overview
F&B: Overview
Developing your career within the food and beverage function requires understanding of both the front of the house and back of the house operations. The food and beverage function overall tends to be one of the most complex aspects of managing a hotel and represent a disproportionately low percentage of the hotel’s overall profitability. For that reason, the function requires talented management that understands not only the financial equation in managing a part of the hotel with very low margins, but also the people equation as this function tends to represent a disproportionately high percentage of the total number of associates work- ing in a hotel. Food and beverage teams are often large with complex reporting relationship between de- partments and business units (i.e. Catering, Banquet Services, Stewarding).
As is the case with many other functions, each F&B operating department is critical to the hotel. Developing an understanding of how the departments support one another, work together to share limited resources, and manage with associates, guests, and profitability in mind is the basis for your learning in this function.
Whether you gain exposure through a restaurant opening, closing, renovation or normal business cycle, each experience is valuable and will lend perspective and contribute to your career growth. Take time to understand the basic operations of Stewarding, Room Service and Culinary. Understand Starwood and our guests’ expectations of our food and beverage services in our outlets and banquet / meeting room space.
Learn new skills or work on enhancing your exciting skills in forecasting, scheduling, inventory control, etc… Use this manual and your Sponsor to help determine the most appropriate development activities as- sociated with your function.
F&B: General
CONTACT: Director of Food & Beverage or other appropriate department manager
Departmental Manager / Departmental Trainer to acknowledge the level of comprehension, learning, and understanding of the activities and learning goals below. Ratings should reflect demonstrated competency.
Included in Plan?
Activity / Learning Goal
Introductory
Proficient Expert
Review the organizational chart for the de-
partment Review and understand standard operating
procedures Develop an understanding of the responsibili-
ties of the kitchen and restaurant staff Review inventory and purchasing procedures
i.e. paper goods, food Assist with server assignment scheduling Review GSI focus for the department, YTD
scores, and current action plans Review StarVoice focus for the department,
YTD scores, and current action plans Review the food outlet types:
three-meal, lounge, fine dining, associate dining room
Open the kitchen in the morning and work
breakfast, lunch and dinner Review, understand and help to complete
production lists Review and understand StarVoice (Sanita-
tion) Audit Get familiar with the major equipment pieces Spend time in the hot and cold production
areas Understand the menu ingredients and pro-
duction methods Review food cost formulas with the executive
chef and review how a menu is developed Learn about the function of the associate
dining room and how it differs from the other outlets
Review and understand steps of service for breakfast, lunch and dinner
Become familiar with the menus for break- fast, lunch and dinner
Understand and practice upselling tech-
niques
Shadow a server for a complete meal period Review opening and closing task lists Open wine at a table Familiarize yourself with the POS system Analyze sales and pricing Attend pre-meal/shift meeting Participate in wine tastings Review and understand standard operating
procedures Write a review of products selection and pric-
ing, make recommendations Shadow minibar attendant for at least one
floor Become familiar with the minibar software
and understand procedure for posting to Fo- lio
Perform inventory of minibar items Participate in preparation for the day’s events Help plate a banquet meal Understand technique for cooking, holding
and plating Create production sheets and schedules with
chef Work in hot and cold areas Review appropriate procedures Spend time in stewarding and understand
this very important role Examine food cost and inventory issues
Participate in set-up, execution and break-
down Review standard operating procedures and
become familiarized with various room set ups
Understand and review Pop-Ups Forecast labor based on BEO’s Spend time in sales and catering to under-
stand the relationships Understand the procedures for cash and
open bars Understand gratuity and service charge pro-
cedures Assist with a banquet set-up Understand service charge and gratuity dis-
tributions Review all local laws regarding service of
alcohol
Review all beverage menus and wine lists Perfect wine opening and service techniques Shadow a cocktail server Shadow a bartender Understand controls and pouring techniques
Practice upselling Make recommendations for improving bar
menu Review the organizational chart for the room
service department Spend time with order taker and room ser-
vice attendant Prepare, deliver and pick-up meals. Review
steps of service and proper procedure for entering a guest room
Understand gratuity and service charge ap- plications
Review amenity program and understand
process Participate in opening and closing tasks list Analyze menu sales and pricing Complete tasks from prior days Attend the weekly food & beverage meetings Review the training programs of the food &
beverage division Shadow a Manager in food & beverage for
five meals Review the applicable municipal, state and
city laws which pertain to serving alcohol Analyze preference reports to determine
menu mix; review program to improve the average check
Review the storage room issuing procedures Understand the impact of bar revenues and
costs on the profit & loss statement Calculate the net cost or food sold, and the
net cost percentage on a daily and on a cu- mulative basis
Complete a summary of beverage costs and sales reports as specified in the Monthly Re- port
Review the Operating Statement as it per- tains to food & beverage
Learn how performance is measured in the food & beverage division
Review marketing strategy for food & bever-
age
Spend time with controller and gain complete understanding of departmental and outlet P&L’s
Spend time with all department managers Review brand standards and SOP’s and
make recommendations as to making them property-specific
Perform an ASI audit with chef and create a plan for improving audit score
Become familiar with departmental toolbox including forecasting, scheduling and produc- tivity
Spend time with sales and catering to gain an understanding of how the two depart- ments work together
Lead pre-meal/post-meal shifts in both res-
taurant and banquets Participate in closing a month
F&B: Outlets
CONTACT: Food & Beverage Manager or other appropriate department manager
Departmental Manager / Departmental Trainer to acknowledge the level of comprehension, learning, and understanding of the activities and learning goals below. Ratings should reflect demonstrated competency.
Included in Plan?
Activity / Learning Goal
Introductory
Proficient Expert
Review the organizational chart for the de-
partment Review the organizational chart for the out-
lets department Attend any and all staff meetings with man-
agers Review GSI focus for the department, YTD
scores, and current action plans Review StarVoice focus for the department,
YTD scores, and current action plans Assist with opening and closing procedures
Calculate inventory Prepare a draft work schedule Serve food, bus tables, seat guests and act
as cashier for a shift Review Starwood’s policy for handling an
intoxicated customer Staff the cash register for one meal shift Explain upselling and suggestive selling and
their importance to increasing the average check
Assist Outlet Manager with weekly payroll
and tip allocation Assist Outlet Manager with preparation of
daily forecast Review the cost saving and profit enhancing
measures that are in place Review recent forecast and revenue reports Review the point-of-sale system for food &
beverage
F&B: Room Service
CONTACT: Room Service Manager or other appropriate department manager
Departmental Manager / Departmental Trainer to acknowledge the level of comprehension, learning, and understanding of the activities and learning goals below. Ratings should reflect demonstrated competency.
Included in Plan?
Activity / Learning Goal
Introductory
Proficient Expert
Review the organizational chart for the de-
partment Attend any and all staff meetings with man-
agers Perform an inventory analysis
Learn how a manager forecasts labor needs Review GSI focus for the department, YTD
scores, and current action plans Review StarVoice focus for the department,
YTD scores, and current action plans Understand the tray pick-up procedure Compare and know the cart set up for each
meal Update an assignment board for the next day Follow the trail of one room service order,
from inception, to preparation, to delivery to room, to tray collection, to guest’s bill
Review the methods whereby Room Service receives feedback from customers
Monitor and coordinate associate breaks to
maintain service level Explain the standards as they relate to pour-
ing brands, sizes and glassware for all bever- ages
Learn the brand standards for your property Demonstrate ability to take a room service
order Demonstrate ability to serve a room service
order Understand menu and be able to make rec-
ommendations Understand how to handle comps, packages,
special promotions /coupons Assist with the assignment of daily side work
to prepare for subsequent shift
Understand how to utilize the MICROS sys-
tem Understand how to void/ cancel orders Understand hotel procedures for handling
amenities and delivery Understand how to handle cash transactions
(collecting, recording, dropping cash) Understand wine and beverage knowledge,
terminology, and standards Understand process of handling guest needs
during overnight shift (with limited menu hours)
F&B: Stewarding
CONTACT: Stewarding Manager or other appropriate department manager
Departmental Manager / Departmental Trainer to acknowledge the level of comprehension, learning, and understanding of the activities and learning goals below. Ratings should reflect demonstrated competency.
Included in Plan?
Activity / Learning Goal
Introductory
Proficient Expert
Review the organizational chart for the de- partment
Stewarding role in servicing the internal cus- tomer – Staff Cafeteria
Demonstrate how to read a BEO and fulfill Stewarding needs to prepare for banquet set- up
Understand how to read Banquet Request Forms
Review GSI focus for the department, YTD scores, and current action plans
Review StarVoice focus for the department,
YTD scores, and current action plans Demonstrate familiarity with buffet equipment
and buffet set-up Demonstrate familiarity with sit down function
equipment and set-up Demonstrate familiarity with cleaning equip-
ment: usage, care, and preventative mainte- nance
Demonstrate familiarity with dish machine:
usage, care, and preventative maintenance Demonstrate familiarity with kitchen equip-
ment: usage, care, a preventative mainte- nance
Demonstrate knowledge of various cleaning chemicals including safe handling, storage, and first aid if required
Understand MSDS sheets: how to read, loca-
tion of information Demonstrate safe work practices in managing
water, grease. Demonstrate knowledge of glassware, plate
ware, stemware, and silverware used in vari- ous outlets and banquets
Demonstrate cleaning procedures for all
equipment
Back of the house hotel tour: including de-
tailed tour of inventory and storage Review inventory control procedures for de-
partment
F&B: Other (Seasonal Outlets, Mini Bar Services, Concessionaires)
CONTACT: Director of Food and Beverage or other appropriate department manager
Departmental Manager / Departmental Trainer to acknowledge the level of comprehension, learning, and understanding of the activities and learning goals below. Ratings should reflect demonstrated competency.
Included in Plan?
Activity / Learning Goal
Introductory
Proficient Expert
Review the organizational chart for the de- partment
Review any contractual obligations related to vendors, concessionaires
Demonstrate ability to run morning minibar reports and analyze information
Review hotel procedure for servicing minibar
in guest rooms Review GSI focus for the department, YTD
scores, and current action plans Review StarVoice focus for the department,
YTD scores, and current action plans Review hotel procedure for assigning work
schedules in the minibar department Demonstrate ability to physically push mini
bar carts and service guest rooms Demonstrate ability to service an occupied
guest room in restocking minibar. Understand all items offered in the minibar Review procedure for daily/weekly cleaning of
mini bars Review daily minibar reporting procedures Review any technology and equipment used
to track inventory of minibar items Review inventory control procedures for mini-
bar items Review purchasing procedure for ordering
minibar items (par stock levels) Review procedure for receiving and storing
minibar items Review month end reporting and inventory
procedures Review process for handling guest discrep-
ancies in inventory / usage Review loss/prevention related to inventory
control
Review procedure for handling a “DND’ on
guest door. Participate in opening and closing any sea-
sonal outlets: purchasing, menu implementa- tion, staffing, business planning
F&B: Purchasing
CONTACT: Director of Purchasing or other appropriate department manager
Departmental Manager / Departmental Trainer to acknowledge the level of comprehension, learning, and understanding of the activities and learning goals below. Ratings should reflect demonstrated competency.
Included in Plan?
Activity / Learning Goal
Introductory
Proficient Expert
Review the organizational chart for the de- partment
Understand organization, storage, and inven- tory of food and beverage, hotel supplies, and other items
Understand vendor relationships and process of renegotiating vendor contracts and bidding out items
Review GSI focus for the department, YTD
scores, and current action plans Review StarVoice focus for the department,
YTD scores, and current action plans Understand various department’s purchasing
procedures relating to the purchasing function of the hotel (how do we buy for economies of scale, where do we store inventory, how do we buy for hotel vs. individual departments)
Understand procedure for receiving inventory Understand safe work practices as it relates
to shipping and receiving of items Understand key control access to inventory
during purchasing hours and after hours ac- cess
Understand process of cycling out inventory (LIFO)
F&B: Culinary
CONTACT: Executive Chef or other appropriate department manager
Departmental Manager / Departmental Trainer to acknowledge the level of comprehension, learning, and understanding of the activities and learning goals below. Ratings should reflect demonstrated competency.
Included in Plan?
Activity / Learning Goal
Introductory
Proficient Expert
Review the organizational chart for the de- partment
Attend any and all staff meetings with man- agers
Develop a knowledge of the day-to-day op- erations of the culinary department
Review GSI focus for the department, YTD
scores, and current action plans Review StarVoice focus for the department,
YTD scores, and current action plans Help select banquet menu, coordinate with
Convention Service & Catering Learn how the high level of consistency, qual-
ity and presentation of food is met See first-hand the techniques to avoid the
spread of food-borne illness Explain the use of each major piece of
kitchen equipment Learn how to read a Banquet Event Order Assist with china, glass, linen and silver in-
ventory Receive, distribute and store orders coming
into the kitchen Learn the warning signs of pilfering and iden-
tify several methods for controlling it Conduct a pre-meal tasting for lunch and din-
ner, communicating specials, prices and daily concerns to staff
Monitor and schedule staff breaks for one
shift Review the stewarding operation
F&B: Banquets
CONTACT: Banquet Manager or other appropriate department manager
Departmental Manager / Departmental Trainer to acknowledge the level of comprehension, learning, and understanding of the activities and learning goals below. Ratings should reflect demonstrated competency.
Included in Plan?
Activity / Learning Goal
Introductory
Proficient Expert
Review the organizational chart for the de-
partment Attend any and all staff meetings with man-
agers Review MPSI focus for the department, YTD
scores, and current action plans Review StarVoice focus for the department,
YTD scores, and current action plans Demonstrate knowledge of types of room set-
ups and capacities for type of function and for each meeting space in the hotel
Learn the service standards for function room appearance
Prepare a banquet check including client sig-
nature Demonstrate knowledge of appropriate levels
and locations for equipment and supplies Assist with the scheduling of associates for
meetings and banquet functions at appropri- ate levels
Work with catering staff and meeting planner just before an event to ensure all changes have been implemented
Review pending BEO’s Explain the hotel’s guarantee and cancella-
tion policy and apply to banquet check proc- essing
Plan the service and equipment issues re- lated to the largest function possible in your meeting space
Explain gratuity vs. service charge Find out whether the average banquet check
rate has been falling or rising and why Review previous MPSI for trends and rec-
ommend solutions for improvements Review union contract / past practice regard-
ing payment for banquet functions
Review various types of event set-up re-
quirements (ex: formal sit down vs. buffet) Review various table set ups Review sequence of service and role of the
banquet captain / maitre d' in executing the function
Learn banquet menu including lead time for ordering items, last minute changes, fluctuat- ing headcount /guarantees
Understand how events are billed based on duration, event type, consumption, guarantee count, etc.
Understand how to adjust temperature, light-
ing and sound in each room Understand hotel storage of equipment in-
cluding risers, linen podium, dance floor etc Understand basic AV set-up (LCD, screen,
TV/VCR combo) Demonstrate ability to skirt a table Demonstrate proper handling and moving of
tables and chairs Learn the dimensions and capacity of each
meeting room and how the hotel can crea- tively use the space
Understand standards for servicing a meeting (water pitchers, glasses, notepads, refresh, etc.)
Demonstrate ability to brew coffee in urn and
execute a coffee set up. Review the services and set-up of DID lines,
fax lines, high speed internet and wireless internet services
Billing procedure for in-house functions Understand payroll processes
F&B: Catering
CONTACT: Director of Catering or other department manager
Departmental Manager / Departmental Trainer to acknowledge the level of comprehension, learning, and understanding of the activities and learning goals below. Ratings should reflect demonstrated competency.
Included in Plan?
Activity / Learning Goal