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Lesson 7: The Food and Beverage

Department

The food and beverage services sector contributes a great deal to the profits of the hospitality
industry. With the increase in importance of business meetings and a range of personal and
social events, a large number of customers visit catering establishments frequently. The food
and beverage professionals tirelessly work to intensify customers’ experience through their
service.
The F&B Services provides businesses with deliver of food and beverages to their customers at
a particular location (on-premise) such as a hotel, restaurant, or at the customer’s intended
premises (off-premise).

F&B Services – Definition

Food and Beverage Services can be broadly defined as the process of preparing, presenting,
and serving food and beverages to customers.

F&B Services can be of the following two types:

1. On-Premise − Food is delivered where it is prepared. The customer visits the premises
to avail of the food service. The premises are kept well-equipped and well-finished to
attract customers to avail of F&B service.
For example, restaurants, pubs, etc.
2. Off-Premise or Outdoor Catering − This kind of service includes partial cooking,
preparation, and service at the customer’s premises. It is provided away from the F&B
Services provider’s base on the occasion of major events which call for a large number
of customers.

Types of F&B Services Operations

There are two broad types of F&B Services operations −
1. Commercial − In this case, F&B Services is the primary business. The most known
commercial catering establishments are — hotels, all kinds of restaurants, lounges,
cafeterias, pubs, clubs, and bars.
 2. Non-Commercial − Non-commercial operations are secondary businesses in alliance
with the main business. These F&B services mainly cater to their consumers with limited
choices of food and beverages. These establishments often run under contracts. For
example, food and beverage services are provided at hospitals, hostels, and prisons.

Some Common Forms of F&B service.

What is Catering?
Catering is the business of providing food and beverage service to people in remote locations. It
is a part of the food and beverage service sector. For example, arranging food services at a
wedding location.
What is QSR?
These are the fast-food outlets called Quick Service Restaurants where the food is prepared,
purchased, and generally consumed quickly. They are run with convenience as a main factor.
Branded outlets such as McDonalds and Nando’s are QSRs.
What is FSR?
They are fine dining, family, specialty, ethnic, or theme restaurants called Full-Service
Restaurants where the food and beverage menu is wide and the customer’s expectations are
high. They are operated with customer satisfaction and experience as the key factors.

Food and Beverage Services – Cycle

Food and Beverage Services come only after preparing what is to be served. Most food and
beverage service businesses operate in the following cycle:
The upper half depicts food preparation related functions, whereas the lower half depicts food
and beverage service to customers.

Food and Beverage Service Objectives

The food and beverage service is looked at as a means of achieving satisfaction and making
yourself feel comfortable in today’s world. The main objectives of this service are:
 To satisfy the following needs:
1. Physiological − The need to taste different varieties of food.
2. Economical − The need to get F&B Services at the invested cost.
3. Social − The need to find a friendly atmosphere.
4. Psychological − The need to elevate self-esteem.

 To provide high-quality food and beverages.

 To provide a friendly and welcoming atmosphere.
 To provide professional, hygienic, and attentive service.
 To impart value for money.
 To retain the existing customers and to bring in new ones.

F&B Types of Services

There are a number of service styles to be followed when it comes to how food and beverages
should be served to the customers. The following are the most prominent styles:

1. Table Service
In this type of service, the guests enter the dining area and take seats. The waiter offers them
water and a menu card. The guests then place their orders to the waiter. The table is covered in
this service. It is grouped into the following types.
a. English or Family Service
Here, the host contributes actively to the service. The waiter brings food on platters, shows it to
the host for approval, and then places the platters on the tables. The host either makes food
portions and serves the guests or allows the waiter to serve. To replenish the guests’ plates, the
waiter takes the platters around to serve or to let the guests help themselves. This is a common
family service in specialty restaurants where customers spend more time on the premises.
b. American or Plate Service
The food is served on the guest's plate in the kitchen itself in a predetermined portion. The
accompaniments served with the food, the color, and the presentation are determined in the
kitchen. The food plates are then brought to the guest. This service is commonly used in a
coffee shop where service is required to be fast.
c. French Service
It is a very personalized and private service. The food is taken in platters and casseroles and
kept on the table of guests near their plates. The guests then help themselves. It is an
expensive and elaborate service commonly used in fine dining restaurants. This service has two
variants:
 Cart French Service − The food is prepared and assembled at the tableside. The
guests select food from the cart while sitting at their tables and are later served from the
right. It is offered for small groups of VIPs.
 Banquet French Service − The food is prepared in the kitchen. The servers serve food
on each individual’s plate from the guest’s left side. The servers keep the food platters
for replenishment in front of the guests.

d. Gueridon Service
In this service, partially cooked food from the kitchen is taken to the Gueridon Trolly for cooking
it completely. This partial cooking is done beside the guest table for achieving a particular
appearance and aroma of food, and for exhibiting showmanship. It also offers a complete view
of food. The waiter needs to perform the role of cook partially and needs to be dexterous.
e. Silver Service
In this service, the food is presented on silver platters and casseroles. The table is set with
sterling silverware. The food is portioned into silver platters in the kitchen itself. The platters are
placed on the sideboard with burners or hot plates. At the time of serving, the waiter picks the
platter from the hot plate presents it to the host for approval, and serves each guest using a
service spoon and fork.
f. Russian Service
It is identical to the Cart French service barring the servers placing the food on the platters and
serving it from the left side.
g. Assisted Service
Here, the guests enter the dining area, collect their plates, and go to the buffet counters and
help themselves. The guests may partially get service at the table or replenish their own plates
themselves.
h. Buffet Service
It this type of service, the guests get plates from the stack and go to the buffet counter where
food is kept in large casseroles and platters with burners. The guests can serve themselves or
can request the server behind the buffet table to serve. In sit-down buffet restaurants, the tables
are arranged with crockery and cutlery where guests can sit and eat, and then replenish their
plates.
i. Self Service
In this type of service, the guests enter the dining area and select food items. They pay for
coupons for respective food items. They go to the food counter and give the coupons to avail of
the chosen food. The guests are required to take their own plates to the table and eat.
 j. Cafeteria Service
This service exists in industrial canteens, hostels, and cafeterias. The menu and the space are
limited; the cutlery is handed over to the guests. The tables are not covered. Sometimes high
chairs are provided to eat food at narrow tables. It is a quick service.
2. Single Point Service
In this type of service, the guest orders, pays for his order and gets served all at a single point.
There may not be any dining area or seats. The following are the different methods of Single
Point Service.
a. Food Court
This is an array of autonomous counters at which the customers can order, eat, or buy from a
number of different counters and eat in adjacent eating areas.
b. Kiosks
The customer enters the choice and amount of money physically and the machine dispenses
what the customer demands accurately.
c. Take Away
Customer orders and avails food and beverage from a single counter and consumes it off the
premises.
d. Vending
The customer can get food or beverage service by means of automatic machines. The vending
machines are installed in industrial canteens, shopping centers, and airports.
3. Special Service
It is called a special service because it provides food and beverage at places that are not meant
for food & beverage service. The following are the different methods of special service.
a. Grill Room Service
In this type of service, various vegetables and meats are displayed for better view and choice.
The counter is decorated with great aesthetics, and the guest can select meat or vegetables of
choice. The guest then takes a seat and is served cooked food with accompaniments.
b. Tray Service
Method of service of whole or part of the meal on a tray to the customer, such as hospitals,
aircraft, or railway catering.
c. Trolley/Gueridon Service
Food is cooked, finished, or presented to the guest at a table, from a moveable trolley. For
example, food served on trollies for office workers or in aircraft and trains.
 4. Home Delivery
Food delivered to a customer’s home or place of work. For example, home delivery of pizza or
Meals on Wheels.
5. Lounge Service
Service of a variety of foods and beverages in the lounge area of a hotel or independent place.
6. Room Service
Here food is served to guests in their allotted rooms in hotels. Small orders are served in trays.
Major meals are taken to the room on trolleys. The guest places his order with the room service
order taker.
The waiter receives the order and transmits the same to the kitchen. Meanwhile, he prepares
his tray or trolley. He then goes to the cashier to prepare and take the bill. He then takes the bill
along with the food order for the guests’ signature or payment. Usually, clearance of soiled
dishes from the room is done after half an hour or an hour. However, the guest can telephone
Room Service for clearance as and when he has finished with the meal.

Food and Beverage Services – Outlets

Today, numerous types of food and beverage service outlets have come up in the
market. They offer a wide range of food and beverage services that the customers can avail.
The extent of service depends upon the type of service outlet. They include drive-through
service fast food where the customers can purchase their favorite food without having to leave
their cars and pick-up points where food is delivered in minutes. There are also some elite-class
fine dining outlets that exhibit classy articles in the house and provide elaborate food services.

Here are some famous types of food and beverage outlets:

Outlet Menu Ambience Service

Airport Lounges Wide menu for Soft Self or Assisted

breakfast, instrumental service provided
lunch, and music, soft 24X7, round the clock.
dinner with hot lights, formal The traveler selects
and cold ambience, all food and beverage of
beverages, appealing for choice, and takes to
salads, main having meals the table himself.
meals, and at leisure and
desserts. resting
gracefully at
 the airport

Wide menu of Informal,

soft drinks, relaxed Push-low seating,
alcoholic atmosphere, speedy service of
Bars
beverages, energetic cocktails, mocktails,
and light music, colorful and snacks.
snacks. flashy lights.

Short dining Attached to

menu with less educational Self or assisted, pre-
Cafeterias food options. institutes or plated, low-priced
Follows cyclic industrial service.
meal plan. organizations

Short menu Informal

with hot and ambience with
Quick and mid-priced
cold light music
Coffee Shops service for high
beverages, and moderate
customer turnover.
snacks, and lighting.
light meals.

Strobe lights,
laser lights,
Entry permission for
Menu with dance floor,
Discotheque/ couples or members
snacks and lively music,
Nightclubs on charge, assisted
beverages. informal and
service.
energetic
atmosphere.

Elaborate
menu of single
or multiple Modestly
Family/ Casual Dining cuisines which furnished, Assisted, mid-priced
Restaurants may change Casual service.
according to atmosphere.
the operating
hours.

Fast Food Outlets Limited menu Catchy trendy Speedy service,

of hot and Cold colored minimum table
beverages with furniture, service. The food is
easily lights, and prepared in the
prepared and music. kitchen, placed in the
fast meals trays, and passed to
cooked in the person at the
advance and counter, who then
 kept warm. delivers to the
customer. The
customer picks up the
trays and consumes it
on premise.

Speedy service with

minimum personal
Multi-cuisine
attention. The
food outlets
customers pick up
are located
Multi cuisine food and beverages of
Food Courts around
menu. their choice from
modestly kept
multiple outlets
central dining
around and sit in the
area.
central dining area to
consume.

Grilled meat or Attached to

sea food with star hotels,
alcoholic/non- gardens, or
alcoholic independent, According to hotel
Grill Rooms
beverages. may have policies.
open kitchen.
Eye-catching
counters.

Roasted Located near

meats, swimming
crunchy pools,
vegetables, Informal,
Poolside Barbeque Self/assisted service.
and seafood relaxed
with wines and atmosphere,
beer. energetic
music.

Mostly Informal and

alcoholic menu social
with snacks. ambience with Push-low seating, self,
Pubs
less lighting or assisted service.
and more
chatting.

Specialty/Ethnic Specific menus Follows Uniform of the service

Restaurants such as specific staff, linen, and
Chinese, theme. Interior service ware are
Italian, Indian, Decoration is according to the
Thai, or in line with the theme and from the
 Mexican. theme. country where the
food originates.

Limited or Frontend Pickup service where

elaborate counter for customer places
menu of food selling is order, waits till it is
and attached to completed, and picks
Take-away Counters
beverages. the pantry. the food and
beverages to
consume them off-
premise.

Architecture,
lighting, and
Limited menu music induce
American/Assisted
Themed Restaurant that is based the feel of the
service.
on the theme. theme. Mostly
informal
ambience.

Pre-packaged Located in
chips, high labor cost
portioned and limited
Vending Machines foods, canned space areas Complete self-service.
beverages. such as
transport
hubs.

Structure of F&B Services Department

The Food and Beverage (F&B) Services Department within a hotel or hospitality
establishment has a structured organization that ensures efficient operations and exceptional
guest dining experiences. The department encompasses various functions, each responsible for
specific aspects of F&B services. Here's an overview of the typical structure of the F&B Services
Department:
1. Food and Beverage Director:
 Head of the F&B Services Department.
 Develop and implement strategies to enhance F&B offerings, guest
experiences, and revenue generation.
 Oversees all F&B outlets, including restaurants, bars, banquets, and room
service.
2. Restaurant Managers:
  Oversee individual restaurant outlets within the hotel.
 Responsible for managing the overall operations, staff, and guest
experiences of their respective outlets.
3. Bar Managers:
 Manage bar operations, including beverage offerings, bartenders, and guest
interactions.
 Ensure the bar area is well-stocked, clean, and compliant with safety and
hygiene standards.
4. Banquet Managers:
 Coordinate and manage banquet events, conferences, and functions.
 Oversee event planning, setup, service, and guest satisfaction.
5. Room Service Manager:
 Oversees the room service operations, ensuring efficient delivery of meals and
beverages to guest rooms.
6. Sommelier/Wine Steward:
 Manages the wine selection and wine service in F&B outlets.
 Assists guests in choosing wines that complement their meals.
7. Head Waiters/Captains:
 Led the service team during meal service, ensuring a smooth and pleasant
dining experience for guests.
 Coordinate guest seating, order taking, and communication between guests
and kitchen staff.
8. Servers/Waitstaff:
 Provide table service to guests in restaurants and other dining areas.
 Take orders, serve food and beverages, and address guest needs.
9. Bartenders:
 Prepare and serve alcoholic and non-alcoholic beverages.
 Interact with guests at the bar, taking orders and providing recommendations.
10. Hosts/Hostesses:
 Greet guests, manage reservations, and allocate seating in restaurants.
 Create a welcoming atmosphere and ensure efficient guest flow.
11. Buspersons/Server Assistants:
 Support waitstaff by clearing tables, refilling water glasses, and assisting with
guest needs.
 Help maintain a clean and organized dining environment.
 12. Cashiers:
 Handle payments, issue bills, and manage cash transactions.
 Ensure accurate billing and a smooth payment process for guests.
13. Catering Sales Managers:
 Focus on selling catering services for events and functions.
 Work with clients to plan menus, event logistics, and arrangements.
14. F&B Service Supervisors:
 Support managers in overseeing day-to-day operations and staff
performance.
 Assist in training and maintaining service standards.

Effective communication, collaboration, and coordination among the different roles within
the F&B Services Department are essential to provide seamless and memorable dining
experiences for guests. The structure may vary based on the size and type of the
establishment, but each role contributes to the overall success of the department.

F&B Staff Attitudes and Competencies

The success of the Food and Beverage (F&B) Services Department in a hotel or
hospitality establishment depends not only on technical skills but also on the attitudes and
competencies of the staff. These qualities play a significant role in creating positive guest
experiences and maintaining a high standard of service. Here are some key attitudes and
competencies that F&B staff should possess:
Attitudes:
1. Customer-Centric Approach:
 Demonstrating a genuine desire to provide excellent service and meet guest
needs.
 Being attentive, empathetic, and responsive to guest preferences and
requests.
2. Positive Attitude:
 Maintaining a friendly, approachable demeanor with guests and colleagues.
 Handling challenges and difficult situations with professionalism and a
positive outlook.
3. Teamwork and Collaboration:
 Working well with colleagues across various roles to ensure seamless
operations.
 Willingness to assist and support team members as needed.
 4. Attention to Detail:
 Paying close attention to the finer points of service, presentation, and
cleanliness.
 Ensuring that each guest's experience is impeccable and consistent.
5. Adaptability:
 Being flexible and adaptable to changing circumstances and guest needs.
 Adjusting service approaches based on different situations.
6. Time Management:
 Effectively managing time to ensure timely service delivery.
 Being punctual and adhering to schedules to prevent delays.

Competencies:
1. Communication Skills:
 Effectively conveying information to guests, colleagues, and supervisors.
 Listening actively to understand guest preferences and needs.
2. Product Knowledge:
 Having a strong understanding of the menu offerings, ingredients, and
preparation methods.
 Being able to provide accurate descriptions and recommendations to guests.
3. Service Excellence:
 Delivering consistent and exceptional service that exceeds guest
expectations.
 Going the extra mile to ensure guest satisfaction.
4. Problem-Solving Skills:
 Resolving guest complaints and issues promptly and effectively.
 Identifying solutions to challenges that arise during service.
5. Interpersonal Skills:
 Building rapport with guests and colleagues through effective communication
and interpersonal interactions.
 Creating a welcoming and comfortable atmosphere.
6. Upselling and Salesmanship:
 Promoting menu items and specials to enhance the guest experience and
increase revenue.
 Using suggestive selling techniques to offer complementary items.
 7. Hygiene and Safety Practices:
 Adhering to strict hygiene and food safety standards.
 Handling food, beverages, and equipment with care to prevent contamination.
8. Stress Management:
 Handling busy periods and high-pressure situations calmly and efficiently.
 Maintaining composure under pressure to provide consistent service.
9. Attention to Presentation:
 Ensuring that dishes, beverages, and dining setups are presented
attractively.
 Paying attention to details such as garnishing and table settings.
10. Ethical Conduct:
 Demonstrating honesty, integrity, and professionalism in all interactions.
 Upholding ethical standards and guest confidentiality.

The combination of positive attitudes and strong competencies among F&B staff
contributes to an outstanding guest experience, positive guest reviews, and repeat business.
Training and ongoing development programs can help nurture these qualities and enhance the
overall performance of the F&B Services Department.