Managing Service in Food And Beverage Operations

by Cichy, Ronald F.; Hickey, Philip J., Jr.

• ISBN13: 9780866122672
• ISBN10: 0866122672
• Edition: 3rd
• Format: Paperback
• Copyright: 2005-01-30
• Publisher: American Hotel and Lodging Institute

Table of Contents

Preface	xiii
About the Authors	xv
Part I
1 Food and Beverage Operations	3	(42)
Guests and Moments of Truth	4	(4)
Managers as Leaders	8	(7)
Values of Leaders
People in Food Service	15	(7)
Managers
Production Personnel
Service Personnel
The Team Approach in a Food Service Operation	22	(7)
Telephone Courtesy
Taking Restaurant Reservations
Tipping Policies
Restaurant Menus
Point-of-Sale Equipment
Food Production
Service Trays
Service Styles	29	(3)
Plate Service
Cart Service
Platter Service
Family-Style Service
Buffet Service
Key Terms, Review Questions, Internet Sites, and References	32	(13)
Case Study—Moments of Truth: A Very Unhappy Birthday	36	(3)
Case Study—Hobsons Choice: Finding the Best Server for the Job	39	(6)
2 Select Restaurant Service Staff	45	(70)
Restaurant Servers	45	(16)
Working as a Team
Superior Performance Standards
Restaurant Server Duties
Buspersons	61	(12)
Working as a Team
Superior Performance Standards
Busperson Duties
Key Terms, Review Questions, Internet Sites	73	(42)
Case Study—Adrift in a Sea of Apathy: Putting Dining Room Service Back on Course	75	(4)
Appendix: Service Techniques	79	(2)
Task Breakdowns: Dining Service	81	(34)
3 Select Hotel Food Service Staff	115	(28)
Banquet Servers	115	(12)
Working as a Team
Superior Performance Standards
Banquet Server Duties
Room Service Attendants	127	(9)
Working as a Team
Superior Performance Standards
Room Service Attendant Duties
Concierges	136	(2)
Concierge Duties
Key Terms, Review Questions, Internet Sites	138	(5)
Appendix: Service Techniques	140	(3)
4 Select Beverage Service Staff	143	(62)
Beverage Server	143	(12)
Suggestive Selling and Upselling
Preparing for Service
Taking Orders
Serving Drinks
Maintaining Tables
Guest Checks
Clearing Tables
Last Call and Closing
Bartender	155	(11)
Key Control
Standard Drink Recipe Development
Converting Recipes
Standard Portable Bar Setup
Opening Sidework
Wash Bar Glasses
Prepare Beverages
Prepare Orders for Room Service
Clean Bartop and Lounge During Service
Balance Bank, Make Shift Deposit, and Collect Due-Backs
Clean and Secure the Bar and Lounge
Specific Beverage Service Procedures	166	(9)
Coffee
Tea
Beer
Wine and Champagne
Key Terms, Review Questions, Internet Sites	175	(30)
Task Breakdowns: Beverage Service	177	(28)
5 Responsible Alcohol Service	205	(24)
Alcohol Service and the Law	206	(5)
Blood Alcohol Concentration (BAC)
Liability
Checking Identification	211	(2)
Alcohol and Its Physical Impact	213	(2)
Drink Strength
Rate of Absorption
Intervention	215	(7)
Signs of Intoxication
Traffic Light System
Stopping Alcohol Service
Other Situations
Key Terms, Review Questions	222	(7)
Case Study—Responsible Alcohol Service: A Rose Between Two Thorny Situations	223	(6)
6 Menu Development	229	(34)
Menu Planning	229	(12)
Menu-Planning Objectives
Important Planning Considerations
Menu Planning and Meal Periods
Types of Menus	241	(1)
Food Categories on Menus	242	(4)
Appetizers
Soups
Salads
Entrees
Desserts
The Planning Sequence
Menu Design	246	(4)
Menu Trends	250	(2)
Low-Carb Foods
Downsizing "Super-Sized" Portions
Ethnic Food
Snacking, Fortified Foods, and "Close to Nature" Foods
Promotions	252	(1)
Changing the Menu	252	(2)
Key Terms, Review Questions, Internet Sites, References	254	(9)
Case Study—Anatomy of a Restaurant Promo, or How Seymour Learned to Love Seafood	257	(6)
7 Food Service Supplies and Equipment	263	(40)
Purchasing	263	(6)
Establishing Quality and Other Specifications
Establishing Par Inventory Levels
Receiving and Storing	269	(2)
Issuing	271	(1)
Controlling	272	(2)
Supplies and Equipment	274	(20)
China
Glassware
Flatware
Disposables
Uniforms
Napery
Furniture
Equipment
High-Tech Equipment
Key Terms, Review Questions, Internet Sites, References	294	(9)
Case Study—Supplies Surprise	298	(5)
8 Facility Design, Decor, and Cleaning	303	(26)
Design	303	(11)
Planning an Effective Dining Area
Selecting a Designer
Trends in Design
Space Requirements
Traffic Flow
Decor: Creating the Right Environment	314	(3)
Cleaning	317	(5)
Exterior
Interior
Dining Area Cleaning Program
Cleaning Schedule
Cleaning Procedures
Key Terms, Review Questions, Internet Sites, References	322	(7)
Case Study—Clean With an In-House Crew or Outsource to a Contract Cleaning Service?	325	(4)
9 Sanitation, Safety, Security, Health, and Legal Issues	329	(46)
Sanitation Issues	329	(15)
Sanitation Risk Management Programs
Hazard Analysis Critical Control Point System
Service Staff Training
Guidelines for Serving Food
Guidelines for Servers
Equipment, Furniture, and Supply Guidelines
Guidelines for Facilities
Safety Issues	344	(9)
The Importance of Training
Fire Safety
Security Issues	353	(5)
Robberies
Bomb Threats
Bioterrorism
Health Issues	358	(7)
Nutrition
Smoking
Legal Issues	365	(5)
Risk Management
Sexual Harassment
Americans with Disabilities Act
Minimum Wage and Immigration Reform
Health Care Reform
AIDS and Herpes
Key Terms, Review Questions, Internet Sites, References	370	(5)
10 Labor and Revenue Control	375	(36)
Establishing Labor Standards	375	(6)
Developing a Staffing Guide
Forecasting Sales	381	(3)
Moving Average Method
Weighted Time Series Method
Forecasting for Lodging Properties
Preparing Work Schedules	384	(1)
Analyzing Labor Costs	385	(5)
Revenue Control Systems	390	(8)
Manual Guest Check Systems
Point-of-Sale Guest Check Systems
Accepting Personal Checks
Processing Credit Cards
Point-of-Sale Settlement Devices
Revenue Collection	398	(4)
Server Banking System
Cashier Banking System
Protecting Cash after Collection
Key Terms, Review Questions, Internet Sites	402	(9)
Case Study—Dom's Dilemma: Dealing with Staff Member Theft	405	(6)
Part II
11 Casual/Theme Restaurants	411	(42)
Casual/Theme Restaurants: A Marketing Perspective	411	(13)
Casual/Theme Markets
Guest Feedback
Menu Considerations: Food
Menu Considerations: Beverages
Value
The Dining Environment, Supplies, and Equipment
Getting Ready for Service	424	(7)
Training
Dining Service Staff Positions
Key Terms, Review Questions, Internet Sites, References	431	(22)
Case Study—Terry Tackles Turnover	434	(5)
Appendix A: Shopper's Service Report	439	(6)
Appendix B: Typical Duties of a Dining Room Manager	445	(3)
Appendix C: Sample Preopening Checklist	448	(5)
12 Banquets and Catered Events	453	(68)
Selling Banquets and Catered Events	454	(12)
Markets
Sales Strategies
The Offer
Booking and Planning Events	466	(4)
The Function Book
Contracts or Letters of Agreement
Function Sheets
Getting Ready for Service	470	(9)
Setting Up Function Rooms
Scheduling Staff Members
Preparing, Plating, and Storing Food
Delivering Service	479	(6)
Food Service
Beverage Service
Protocol for Special Banquets and Catered Events
After Service	485	(4)
Controls
Guest Comments
Using Feedback in Planning
Key Terms, Review Questions, Internet Sites, References	489	(32)
Case Study—Banquet Gone Bad	493	(4)
Case Study—Banquet Ballyhoo at the Brunswick	497	(3)
Appendix A: Potential Banquet and Catering Markets	500	(3)
Appendix B: Preparing for Kosher Service	503	(5)
Task Breakdowns: Banquet Service	508	(13)
13 Room Service	521	(56)
Room Service Issues	521	(8)
Markets
Marketing
Menus
Variations and Alternatives
Getting Ready for Room Service	529	(8)
Staffing Requirements
Forecasting and Staff Member Scheduling
Facility Design
Inventory and Equipment
Preparations for Service Shifts
Delivering Room Service	537	(9)
Procedures
Providing Wine Service and Special Amenities
After Room Service	546	(4)
Income Control Procedures
Guest Comments
Using Feedback in Planning
Key Terms, Review Questions, Internet Sites, References	550	(27)
Appendix: Sample Training Needs Evaluation Form for Room Service Attendants	554	(4)
Task Breakdowns: Room Service	558	(19)
14 On-Site Food Service Operations	577	(38)
Major Market Segments of the On-Site Food Service Industry	577	(5)
Self-Operated and Contract Management Options
Branded Food Options
Business and Industry Food Service	582	(5)
Reducing Subsidies from Host Organizations
Health Care Food Service	587	(3)
Reinventing the Cafeteria
Tray Service—Hospitality Style
Spoken Menu Concept
On-Demand Room Service
Chef Visits
College and University Food Service	590	(7)
Flexible Meal Plans
Serving Policies
Menu Planning
Encouraging Healthy Food Choices
Smart Card and Debit Card Technology
Key Terms, Review Questions, Internet Sites, References	597	(18)
Appendix: Model Job Descriptions for Selected Positions in On-Site Food Service Operations	600	(15)
Index	615