FFSO

THE FOOD AND

BAVERAGE
SERVICE
ORGANIZATION

Prof: Jhaypee Enojas

LESSON LEARNING
OBJECTIVES
At the end of this lesson, the student should be able to;
• Recognize the importantance of an oraganizational
structure in chieving one common goal;
• illustrate the organizational structure of various food
and baverage establishmens:
• explain the job descriptions and job specifications of
different food and baverage personnel: and
• discuss the interdepartmental relationship of food and
beverages service department with other departments.

FFSO
 THE FOOD AND BEVERAGE
SERVICE ORGANIZATIONAL
STRUCTURE
An organization refers to units of people that are
structured and managed to achieve one common
goal. Generally, an organization is illustrated in an
organizational chart that provides a hierarchy of
positions, the relationship of members appointed in
different levels of reposibilities, and a formal line
of communication channels within the
organization.
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The organization is composed of different

brigade levels in food and beverage service
operations, categorized into three levels.

• MANAGERIAL (TOP MANAGEMENT)

• SUPERVISORY (MIDDLE MANAGEMENT)
• OPERATIONS (OPERATIONAL STAFFS)
MANAGERIAL LEVEL: this considered the top management where
most employees at this level do the decision-making. Employees at this
level have a lesser number of people, usually 5% of the organization
SUPERVISORY LEVEL : this is generally considered 15% of the
organization and considered as middle management. Employees at this
level have are incharge of supervising employees at the operational
level.The primary responsibility of people who belong to this level is to
communicate top management's decisions to the employees at the
operational level.
OPERATIONAL LEVEL: This is at the organization chart's bottom
level, composed of 80% of the organization. Employees at this level
are physically hands-on to the job
 JOB DESCRIPTIONS AND
JOB SPECIFICATIONS OF
F&B SERVICE PERSONEL

JOB DESCRIPTION ?

JOB SPECIFICATION ?
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Position: FOOD AND BEVERAGE

MANAGER/DIRECTOR
JOB DESCRIPTION: Food and beverage (F&B) managers are
sometimes responsible for setting up food and beverage
policies. The F&B manager is responsible for implementing
the establishment policies.

In a hotel, the F&B manager is apart of the managing team

responsible for managing F&B outlets (bars and restaurants)
and the hotel's banquet halls. The F&B manager handles the
overall operations of the F&B department, which include the
following:
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• Ensuring that profit margins are achieved by

increasing revenue and controlling costs for a
particular financial period in each department or
F&B service area.
• In charge of menu planning for various F&B
service areas and liaison with the kitchen.
• Planning, forecasting, and inventory management
of materials (both food and drinks) and equipment
for the F&B department.
• Managing and training F&B staff to ensure that
professional standards and quality service are met.
 • Coordinating with other departments of the
hotel for events and day-to-day operations.
• Holding regular meetings, and regularly
coordinating with section heads to ensure
that all areas are working efficiently and
effectively.
• Collecting feedback and complaints from
guests to enhance quality service.
JOB SPECIFICATIONS
• The F&B manager must have a pleasing personality,
a well-groomed appearance, and excellenct
communication and interpersonal skills.
• Preferably has a postgraduate or a four-year degree
in Hotel and Restaurant, Hospitality management, or
any related field.
• Must have at least five years of managerial
experience in a reputable food service organization.
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POSITION: RESTAURANT
MANAGER

Reports to: Food and beverage manager or general

manager

JOB DESCRIPTION: The restaurant manager ensures

that the service team provides detailed attention to the
guests and delivers quality standards to meet the target
revenue goals.
• He/she is responsible for the profitability of the
restaurant. The restaurant manager should make sure
that the target revenue is achieved.
• The restaurant manager should actively sell in the
market; perform up-selling or in-house selling;
provide excellent service; properly monitor hygiene
and sanitation, and safety standards are practiced; and
ensure that guests pay their bills. The restaurant
manager must maintain staff discipline and exhibit
leadership qualities.

FFSO
 THE FOLLOWING ARE THE DUTIES AND
RESPONSIBILITIES OF A RESTAURANT
MANAGER
• Plan, purpose, and monitor the budget for the year.
• Ensure the profitability of the restaurant and control restaurant
expenses.
• Train, motivate, and lead the service team.
• Conduct daily briefing to ensure proper dissemination of
policy information.
• Responsible for organizing staff rotations and scheduling.
• Monitor service practices to ensure that quality standards are
met for exceeded.
• Maintain discipline and conduct employees' performance
appraisal.

FFSO
• Coordinate with other departments for the smooth flow of operations.
• Resolve guests' complaints and staff grievances.
• Conduct marketing and competition analysis.

COORDINATES WITH:
• Kitchen- on required food preparations.
• Kitchen Stewarding- For the adequate supply of clean service ware
• House keeping- For cleanliness, and suplly of flowers and linens.
• Accounting- For budget, daily sales, and expenses report.
• Engineering- For maintenance and safety
• Marketing- For sales and promotions.
• Purchasing Department- For coordination with the supplier to provide adequate
supply needs for the operations.
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JOB SPECIFICATIONS:
• The restaurant manager must have a pleasing personality, a well-groomed
appearance, and excellent communication and interpersonal skills.
• Must be a college degree holder in hospitality or other related fields with a
minimum of three years of managerial experience.
• Must have a thorough knowledge of food and beverage operations, including
managerial aspects, service techniques, and service recovery.
• Must be willing to work in a flexible schedule, including working on weekends
and holidays.
POSITION: SENIOR CAPTAIN (RESTAURANT
SUPERVISOR)
REPORTS TO : Restaurant Manager or food and beverage manager
JOB DESCRIPTION:
The restaurant supervisor, or in french terms "MAITRE DE HOTEL," oversees
all restaurant captains' work and the service standards practices. Service
standards include cleanliness, service preparedness, staff turnout, briefing and
training, service flow between kitchen and restaurant, and salesmanship.
The senior captain organizes, supervises, and trains all service personnel in the
restaurant to provide quick and personalized food and beverage service to the guest.
 THE SENIOR CAPTAIN IS RESPONSIBLE FOR THE
FOLLOWING:
• Perform and carry out the responsibility of the restaurant manager in his/her
absence.
• Upkeep the aesthetic look of the restaurant, and coordinate with engineering for
repair and maintenance.
• Conduct staff training to ensure in meeting the standards of service
• Subordinate staff to meet work exigencies, ensuring equity work
• Supervise standard service practices to ensure that service quality is met
preceded.
• Attend to guest complaints and take an immediate action
• Inspect MISE-EN-SCENE (pronounced as ME-ZOHN-ZEEN, a French
term which refers to "PREPARE THE ENVIRONMENT AND MAKE IT
PRESENTABLE," that involves cleaning of service areas, table, chairs,
side station and food trolley/ cart, brushing and cleaning of the floor,
vacuuming of carpets, doors and windows etc.)
• and MISE -EN-PLACE (pronounced as ME-ZOHN-PLAHS, a french
expression which means putting in place, that refers to the organization of
all tables and chairs, condiments, tableware, etc.) to ensure the smooth
flow of operations.
• Apply food cost and control practices
• Monitor and supervise the control par stock of food supplies, such as
tableware, glassware, crockery, linen and the like.
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COORDINATES WITH:
• Kitchen- For timely delivery of foods ordered by the guest
• Kitchen Stewarding- For an adequate supply of clean tableware,
glassware, crockery, and the like used in the dining.
• Bar- For an adequate supply of beverages
• Housekeeping- For lost and found items, maintenance of cleanliness,
and needed linen supplies, flowers, and staff uniforms.
⚬ Accounting- For restaurant sales deposit and inventory
⚬ Engineering- For maintenance of restaurant fittings, climate
control, and audio system
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JOB SPECIFICATIONS:
• The senior captain must have a pleasing personality, a well groomed
appearance, and excellent communication and interpersonal skills.
• Must be a college degree holder in hospitality or other related fields with a
minimum of three years of supervisory experience.
• Must have a thorough knowledge of food and beverage operations,
including supervisory aspects, service techniques, and service recovery
• Must be willing to work in a flexible schedule, including working on
weekends and holidays.
POSITION: CAPTAIN (HEADWAITER)
Reports to: Senior Captain or Restaurant Manager

JOB DISCRIPTION: The captain, also known as the headwaiter "CHEF DE RANG" in
french, is responsible for a station or set of tables. Each station has a sideboard also called a
"dummy waiter" equipped with crockery supplies, tableware, glassware, linens, service ware,
and necessary accessories used for food service. The Captain lads the staff to be held
accountable for the service and sales target of a station. It is deal to have more than one
captain in a restaurant with several stations.

The captain organizes and supervises the assigned station to provide fast and efficient food
and beverage service. The captain is responsible for the following:
• Train and supervise restaurant servers in providing high standards of service
• Supervise the mise-en place of the assigned station to ensure smooth flow of service
during the operations.
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• Inspect furniture and equipment and ensure that they are in good conditions and free
from hazards.
• Take food and beverage orders accurately, and if necessary
• Control and ensure that side stations have adequate supplies
• Assign duties to ensure quality of work

Coordinates with:
• Kitchen- For timely delivery of foods ordered by the guests
• Bar- For timely delivery beverages
• Housekeeping- For maintenance and cleanliness of the side station and adequate linen
supplies and flowers
• Stores/Purchasing- For the requisition of supplies
• Engineering- For maintenance of restaurant fittings and equipment.
 FFSO

JOB SPECIFICATION:

• The senior captain must have a pleasing personality, a well groomed appearance, and excellent
communication and interpersonal skills.
• Must have at least one year of experience in a food service outlet as head or senior waiter.
• Must have a thorough knowledge of food and beverage service operations, including
presentation, wines ad spirits.
• Must be willing to work in a flexible schedule, including working on weekends and holidays.

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POSITION: HOSTESS
Reports to: Senior Captain or Restaurant Manager

JOB DESCRIPTION: The hostess handles the table reservations, receives guests at the front door,
ensures that there is a balanced guests distribution for each station, seats guests, presents menu,
and checks from time to time if the needs and expectations of the guests are met.

The hostess must be courteous and hospitable to the guests. The following are some of the
responsibilities of a hostess:

• Attend briefings before restaurant opening.

• Clean and arrange the hostess desk and menu cards.
• Answer telephone calls.
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• Receive and record table reservations
• Receive guests, and lead them to their reserved tables
• Present wine lists or menu cards to the guests
• Take guests orders, if necessary
• Check guests and ask for feedback for satisfaction
• Attend to and handle guest complaints
• Thank guests when leaving and invite them to come again
• Record guests names in the daily cover register and update guest history sheets.

Coordinates with:
• F&B Office- For reservation mails or messages
• Housekeeping- For hostess desk cleanliness and uniforms
• Restaurant Staff- For professional efficiency
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JOB SPECIFICATION:
• The hostess must have a pleasing personality, a well-groomed
appearance, and good communication and interpersonal skills.
• Can stand for long hours
• Must have good salesmanship
• Must have English proficiency
• Must have basic knowledge of food service
• Must be knowledgeable of the restaurant menu offerings
• Must be socially confident
• Must have proper manners and etiquette
• Must be willing to work in a flexible-schedule, including working
in weekends and holidays.
POSITION: STEWARD/ STEWARDESS (WAITER)
Reports to: Captain or Senior Captain

JOB DESRIPTION: The steward/ stewardess is also known as "waiter" or "server" or "commis de rang"
in French. He/she provides an essential service to the guest. The waiter must exhibit excellent customer
service skills and deliver high food and beverage service standards since he/she directly contacts the
guests. He/she must be good at up-selling and suggestive selling.

The steward/ stewardess must provide prompt service to the guests to meet guests satisfaction. He/she is
responsible for the following:

• Attend briefings before restaurant opening

• Must be equipped with the basic needs for food service operations, such as pen, pads, matches, and
the bottle opener
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• Complete the mise-en-scene and mise-en-pace before restaurant opening
• Stock sideboard with salt and pepper, butter dishes, proprietary sauces, linen, and other service
ware.
• Set up the table according to the restaurant's standards
• Request flowers and linens from the housekeeping
• Ensure the cleanliness of the station
• Receive, greet, and seat guests
• Present wine list and menu cards, take orders, and up-sell or do suggestive selling
• Serve foods and drinks according to the restaurant's standards
• Present bill and receive payment accurately

Coordinate with:
• Kitchen- For timely delivery of foods ordered by the guests
• Kitchen stewarding- For and adequate supply of clean tableware, glassware, cockery, and the like
 • Housekeeping- for maintenance and cleanliness of the station, and adequate supplies of linens and flowers
• Engineering- For maintenance of restaurant fittings and equipment

JOB SPECIFICATIONS:
• The steward/ stewardess must have a pleasing personality, a well groomed appearance, and excellent communication and
interpersonal skills.
• Must be at least a high school graduate, preferably with national certification of food and beverage service from the
Technical Education and Skills Development Authority (TESDA)
• Must have at least one year of experience as a waiter
• Must have a through knowledge of food and beverage service operations
• Can physically carry heavy loads and can stand for long hours on the feet
• Must be a team player
• Must have proper manners and etiquette
• Must be willing to work in a flexible schedule, including working on weekends and holidays.

FFSO
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POSITION: BUSBOY (ASSISTANT WAITER)

Reports to: Station Captain or Senior Captain

JOB DESCRIPTION: The busboys clear the table and replenish the supplies on the sideboard. The
busboys serve as a supportive staff who helps the stewards in mise-en-place, clearing soiled dishes, setting
the table, and replenishing guests, water and drinks. Busboys are responsible for the following:
• Attend briefings before restaurant opening
• Pick up linens from housekeeping
• Clean and polish tableware and glassware, stack crockery, and replenish the sideboard
• Replenish water jugs and ice buckets
• Replenish guests water goblet
• Check unavailable and running out items in the kitchen and bar
• Assist the steward during the service
Coordinates with:
• Kitchen- For pick up of foods ordered by the guests
• Bar- For pickup of beverages ordered by the guests
• Housekeeping- For the supply of linen and flowers

JOB SPECIFICATION:
• The busboys must have a pleasing personality, a well-groomed appearance, and good communication and
interpersonal skills.
• Must be at least a high school graduate, preferably with national certification of food and beverage service
from the Technical Education and Skills Development Authority (TESDA)
• Can physically carry heavy loads and can stand for long hours on the feet.
• Must be a team player
• Must have proper manners and etiquette
• Must be willing to work in a flexible-schedule, including working in weekends and holidays.
THANKYOU
GOD BLESS!!