FOOD AND BEVERAGE SERVICE INDUSTRIAL EXPOSURE TRAINING

REPORT
FOUR POINTS BY SHERATON

BY

ARUN KUMAR MUDUSU [Y17B186020]

BACHELOR OF SCIENCE

[HOSPITALITY & HOTEL ADMINSTRATION] 2 NDYEAR

(2017-2020)

TRAINING REPORT SUBMITTED TO THE KRISHNA UNIVERSITY IN PARTIAL

FULFILMENT OF THE REQUIRMENT FOR THE AWARD OF THE DEGREE DURING 4 TH
SEMESTER.

1
 SIDDHARTHA INSTITUTE OF HOTEL MANAGEMENT
&CATERINGTECHNOLOGY
{AFFILIATED TO KRISHNA UNIVERSITY, MACHILIPATNAM}
SIDDHARTHA NAGAR, VIJAYAWADA, ANDHRA PRADESH, INDIA

SIDDHARTHA INSTITUTE OF HOTEL MANAGEMENT

&CATERINGTECHNOLOGY

SIDHHARTHA NAGAR, VIJAYAWADA.

CERTIFICATE

This is to certify that Mr. MUDUSU ARUN KUMAR student of SIDDHARTHA

INSTITUTE OF HOTEL MANAGEMENT & CATERING TECHNOLOGY
completed industrial training report at FOUR POINTS BY SHERATON,
BANGALORE in partial fulfilment for the award of degree of BACHELOR OF
SCIENCE [HOSPITALITY & HOTEL ADMININSTRATION].

TRAINING COORDINATOR SIGNATURE OF THE PRINCIPAL

V.NAVEEN KUMAR

DEPARTIMENT INCHARGE

K.CHANDRA SEKHAR

2
INTERNAL EXAMINER EXTERNAL EXAMINER

DATE :

ACKNOWLEDGEMENT

Practical training is one of the most important aspects of studies

especially when it is related to professional course .At this juncture I would like

to thank to our principal Mr. K.CHANDRA SEKHAR GARU, Training

coordinator Mr. V.NAVEEN KUMAR GARU ,Department In charge Mr. K.

CHANDRA SEKHAR GARU ,of SIDDHARTHA INSTITUTE OF HOTEL

MANAGEMENT & CATERING TECHNOLOGY, Vijayawada for providing

an opportunity to do my industrial training in FOUR POINTS BY

SHERATON.

I would like to extend my sincere thanks to the MR.RANJAN

KUMAR SINGH (GENERAL MANAGER) for allowing me to join in the

very reputed hotel as an industrial trainee, just because of the continues support I

got from all of them during all these 8weeks. I am indeed grateful to them for

continuously supporting me all the time.

I would convey my heartiest gratitude to Mrs. RAJNI (H.R MANAGER),

and Mr. VARUN PANDIT (FOOD AND BEVERAGE MANAGER) and all

other department staff.

3
 (ARUN KUMAR M)

DECLARATION

I hear declare solemnly that the “INDUSTRIAL EXPOSURE TRAINING

REPORT AT FOUR POINTS BY SHERATON, BANGALORE “submitted

by me is a genuine and bonified work and is not submitted to any university or

published anytime before for the award of BACHELOR OF SCIENCE

[HOSPITALITY & HOTEL ADMINSTRATION] BY KRISHNA

UNIVERSITY This report is original and is not been submitted earlier either

in full or in part to this or any other university for the award of any degree or

diploma or similar title.

4
 (ARUN KUMAR M)

CONTENTS

S.NO TITLE PAGE.NO

1. INTRODUCTION OF THE CITY ( BENGALURU ), 1 - 3

TRANSPORT AND CULTURE.

2. TOURIST PLACES IN BENGALURU 4 - 7

3. INTRODUCTION TO THE HOTEL GROUP 8 - 10

(REZIDOR GROUP, RADISSON HOTEL GROUP )

4. INTRODUCTION TO F&B SERVICE AND 11 - 17

ORGANIZATIONAL STRUCTURE

5. TYPES OF F&B SERVICE 17 - 18

6. PRODUCTION CYCLE 19 - 20

7. TYPES OF CUTRELY & GLASSES 20 - 23

8. TYPES OF BAR & BAR TOOLS 23 - 24

9. PRICIPLES OF COVER LAYOUT 25

10. NAPKIN FOLDINDS 26 - 27

11. F&B SERVICE & CLEARANCE 28 - 29

12. INTRODUCTION TO ATRIA HOTEL & TYPES OF 30 - 35

ROOMS

13. RESTAURANTS, BANQUETS & BOARD ROOMS 36 - 39

14. BAR 40

15. CONCLUSION 41

16. BIBLIOGRAPHY 42

5
 STARWOOD HOTELS AND RESORTS

Starwood Hotels and Resorts Worldwide, LLC is a subsidiary of Marriott International.

Prior to its merger with Bethesda, Maryland-based Marriott, it was an American hotel and

leisure company headquartered in Stamford, Connecticut.

It was one of the world's largest hotel companies that owns, operates, franchises and manages

hotels, resorts, spas, residences, and vacation ownership properties under its 11 owned

brands. As of 1 December 2014, Starwood Hotels and Resorts owned, managed, or

franchised over 1,200 properties employing over 180,400 people, of whom approximately

26% were employed in the United States.

On November 16, 2015, Marriott International announced that it would purchase Starwood

Hotels and Resorts for $13.6 billion, creating the world's largest hotel chain once the deal

closed. The merger was finalized on September 23, 2016, after gaining the final approval

from the American authorities.[12] After the acquisition by Marriott was approved, the

Starwood Preferred Guest program announced that it would provide reciprocal benefits with

Marriott's guest reward program. The two programs were merged under a single brand on

August 18, 2018.

On November 30, 2018, Marriot International disclosed that its Starwood Hotel brand had

been subject to a security breach. After the disclosure, New York Attorney General Barbara

Underwood announced an investigation into the data breach.

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 MARRIOT INTERNATIONAL
Marriott International is an American multinational diversified hospitality company that
manages and franchises a broad portfolio of hotels and related lodging facilities Founded
by J. Willard Marriott the company is now led by his son, Executive Chairman Bill Marriott,
and President and Chief Executive Officer Arne Sorenson

Headquartered in Bethesda, Maryland in the Washington, D.C. metropolitan area,

Marriott International is the largest hotel chain in the world. It has more than 6,500
properties in 127 countries and territories around the world, over 1.2 million rooms (as
of September 2017), and an additional 195,000 rooms in the development pipeline. In
2017, Marriott was ranked #33 on Fortune "100 Best Companies to Work For" list, its
twentieth appearance on the list. Founding and early years.

Marriott was founded by John Willard Marriott in 1927 when he and his wife, Alice Sheets
Marriott, opened a root beer stand in Washington, D.C. As a Latter-day Saint missionary in
the humid summers in Washington, D.C., Marriott was convinced that what residents of the
city needed was a place to get a cool drink. The Marriott’s later expanded their enterprise into
a chain of Hot Shoppes restaurants and the company went public in 1953 as Hot Shoppes,
Inc.

The company opened its first hotel, the Twin Bridges Marriott Motor Hotel, in Arlington,
Virginia, in 1957. Their second hotel, the Key Bridge Marriott in the Rosslyn neighbourhood
of the same city, is Marriott International’s longest continuously operating hotel, and
celebrated its 50th anniversary in 2009. Their son, J. W. (Bill) Marriott, Jr., led the company
to spectacular worldwide growth during his more than 50-year career. In March 2012, at age
80, he turned the CEO responsibilities over to Arne Sorenson, while he assumed the title of
Executive Chairman.

Hot Shoppes, Inc. was renamed the Marriott Corporation in 1967.

The company opened two theme parks in 1976. One Marriott's Great America was located
outside Chicago, the other Marriott's Great America was located outside San Francisco.
Marriott sold both properties in 1984.

7
Marriott International

Marriott International was formed in 1993 when the Marriott Corporation split into two
companies, Marriott International and Host Marriott Corporation. In 1995, Marriott was the
first hotel company worldwide to offer guests the option to book reservations online, via the
company's implementation of MARSHA (Marriott's Automatic Reservation System for Hotel
Accommodations).

In April 1995, Marriott International acquired a 49% interest in Ritz-Carlton Hotel Company
LLC. Marriott International believed that it could increase sales and profit margins for The
Ritz-Carlton, a troubled chain with a significant number of properties either losing money or
barely breaking even. The cost to Marriott was estimated to have been about $200 million in
cash and assumed debt. The next year, Marriott spent $331 million to take over The Ritz-
Carlton, Atlanta and buy a majority interest in two properties owned by William Johnson, a
real estate developer who had purchased The Ritz-Carlton, Boston in 1983 and expanded his
Ritz-Carlton holdings over the next twenty years.

The Ritz-Carlton began expansion into the lucrative timeshare market and undertook other
new initiatives made financially possible by the deep pockets of Marriott, which also lent its
own in-house expertise in certain areas. There were other benefits for Ritz-Carlton flowing
from its relationship with Marriott, such as being able to take advantage of the parent
company's reservation system and buying power. The partnership was solidified in 1998
when Marriott acquired a majority ownership of The Ritz-Carlton. Today, there are 91 Ritz-
Carlton properties around the world.

8
 FOUR POINTS BY SHERATON

Four Points by Sheraton is a brand of hotels targeted towards business travellers and small
conventions. It is owned by Starwood Hotels & Resorts, which is a subsidiary of Marriott
International. The group operate more than 300 hotels worldwide under the Four Points by
Sheraton brand.

Four Points by Sheraton operates hotels on six continents, including nine in Africa, 127 in the
Asia Pacific region, twenty five in Europe, ten in the Middle East, 187 in North America, and
twelve in South America.

In April 1995, Sheraton Hotels and Resorts introduced a new hotel brand, Four Points by
Sheraton Hotels, to replace the designation of certain hotels as Sheraton Inns. In
1998, Starwood Hotels & Resorts Worldwide, Inc. acquired ITT Sheraton, outbidding Hilton.
In 2000, Starwood re-launched Four Points by Sheraton, now targeted as a premier upscale
hotel chain for business and leisure travellers.

Four Points hotels also have a "Best Brews Program" and a chief beer officer, Scott
Kerman’s, who selects Craft beer to serve in their hotels.

About the hotel

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 • Location the hotel

• 43/3, Whitefield Main Rd, Inner Valley, Whitefield, Bengaluru, Karnataka 560066.

• Hotel convenient main road location, with easy access to all the Whitefield tech areas
and business ...

•  7-minute walk from 2 bus stops, hotel is also 3.1 km from Jagriti Theatre and 10 km
from HAL Aerospace Museum. … 

• Hotel having 102 rooms. they are devided in 9 types:

1. CTSR - COMFORT TWIN SMOKING ROOM .

2. CKSR - COMFORT KING SMOKING ROOM

3. PKSR - PREMIUM KING SMOKING ROOM

4. JSKN - JUNIOR SUITE KING NON SMOKING ROOM

5. CTNS - COMFORT TWIN NON SMOKING ROOM

6. CKNS - COMFORT KING NON SMOKING ROOM

7. PKNS -PREMIUM KING NON SMOKING ROOM

8. EXEC -HANDY-CAPED ROOM

9. ESKN -EXECUTIVE SUITE KING NON SMOKING ROOM

FLOOR PLAN
second floor

In 2ND floor we have 17 rooms they are:

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  In this floor we have 2 premium rooms that the room no is 2009&2010

 In this floor we have 1 junior suite room that the room no is 2005

 In this floor we have 14 comfort rooms that is

2001,2002,2003,2004,2006,2007,2008,2011, 2012, 2014,2015.

Third floor

In 3RD floor we have 17 rooms they are:

 In this floor we have 2 premium rooms that the room no is 3009&3010

 In this floor we have 1 junior suite room that the room no is 3005

 In this floor we have 19 comfort rooms that is 3001,3002,3003,3004,3006,3007,3008,

3011,3012,3014,3015,3016,3017,3018, 3019,3020,3021,3022,3023.

Fourth floor

In 4th floor we have 22 rooms they are

11
  In this floor we have 2 premium rooms that the room no is 4009&4010.

 In this floor we have 1 junior suite room that the room no is 4005.

 In this floor we have 19 comfort rooms that is 4002,4003,4004,4006,4007,4008,

4011,4012,4014,4015,4016,4017,4018, 4019,4020,4021,4022,4023.

 In This floor we have a one special room that is 4001

(this room specially designed for handycapped guest).

Fifth floor

In 5th floor we have 22 rooms they are:

 In this floor we have 2 premium rooms that the room no is 5009&5010.

 In this floor we have 1 junior suite room that the room no is 5005.

 In this floor we have 19 comfort rooms that is 5001,5002,5003,5004,5006,5007,5008,

5011,5012,5014,5015,5016,5017,5018, 5019,5020,5021,5022,5023.

Sixth floor

In 6th floor we have 19 rooms they are

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  In this floor we have 2 premium rooms that the room no is 6009&6010

 In this floor we have 1 junior suite room that the room no is 6005

 In this floor we have 14 comfort rooms that is 6001,6002,6003,6004,6006,6007,6008,

6011, 6012, 6014,6015.

 In This floor we have 2 executive rooms they are 6016,6019.

• Facilities of the hotel

Fitness centre

A health club (also known as a fitness club, fitness centre, and commonly referred to as

a gym) is a place that houses exercise equipment for the purpose of physical exercise.

Pool area

13
 • A swimming pool  is a structure designed to hold water to enable swimming or other
leisure activities.

• The timings of swimming pool is 07.00am—05.00pm.

Restaurant

The hotel had one multicuisine restaurant that is EATERY it is located in the 1ST floor

• Buffet timings:

• Break fast-6.30to10.30

• Launch -12.30to03.00

• Dinner – 7.00to11.00
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 In this restaurant AL-CARTE service is also available that is 24hrs.

Banquets :

Kalinga

• A banquet hall is nothing more than a more elaborate meal due to the scope of the
event or size of the crowd present.

 Kanishka :(board room)

• A board room is the meeting place of a board  directors.

• Board room has the capacity of 20 members.

15
BENGALURU
16
Bangalore, officially known as Bengaluru, is the capital city of the Indian state of Karnataka.
It has a population of over ten million, making it a megacity and the third most populous
city and agglomeration in India. It is located in southern India on the Deccan Plateau at an
elevation of over 900 m (3,000 ft) above sea level, which is the highest among India's major
cities. It reflects its multireligious and cosmopolitan character by its more than 1000 temples,
400 mosques, 100 churches, 40 Jain derasars, three Sikhgurdwaras, two Buddhist viharas and
one Paris fire temple located in an area of 741 km² of the metropolis. The religious places are
further represented to include the few members of the Jewish community who are making their
presence known through the Chabad that they propose to establish in Bengaluru and the fairly
large number of Bahá'ís whose presence is registered with a society called the Bahá'í Centre.

 Bangalore is sometimes referred to as the "Silicon Valley of India" (or "IT capital of
India") because of its role as the nation's leading information technology (IT) exporter.
 Indian technological organisations ISRO, Infosys, Wipro and HAL are headquartered
in the city.
 Bangalore's IT industry is divided into three main clusters – Software Technology
Parks of India (STPI); International Tech Park, Bangalore (ITPB); and Electronics City.
 Recent estimates of the economy of Bangalore's metropolitan area have ranged from $45 to
$83 billion (PPP GDP), and have ranked it either fourth- or fifth-most productive metro
area of India.
17
  The value of city's exports totalling ₹432 billion (US$6.0 billion) in 2004–05.[142] With an
economic growth of 10.3%, Bangalore is the second fastest-growing major metropolis in
India, and is also the country's fourth largest fast-moving consumer goods (FMCG) market.
 Forbes considers Bangalore one of "The Next Decade's Fastest-Growing Cities".
 Bangalore also houses several research and development centres for many firms such as
ABB, Airbus, Bosch, Boeing, GE, GM, Google, Liebherr-Aerospace, Microsoft,
Mercedes-Benz, Nokia, Oracle, Philips, Shell, Toyota and Tyco.
  Bangalore is a hub for biotechnology related industry in India and in the year 2005, around
47% of the 265 biotechnology companies in India were located here; including Biocon,
India's largest biotechnology company.

TRANSPORT

Air
Bangalore is served by Kempegowda International Airport (IATA), located
at Devanahalli, about 40 kilometres from the city centre. It was formerly called Bangalore
International Airport. The airport started operations from 24 May 2008 and is a private
airport managed by a consortium led by the GVK Group. The city was earlier served by
the HAL Airport at Vimanapura, a residential locality in the eastern part of the city. The
airport is third busiest in India after Delhi and Mumbai in terms of passenger traffic and
the number of air traffic movements (ATMs) Taxis and air conditioned Volvo buses
operated by BMTC connect the airport with the city.

Namma Metro (Rail)

Bangalore is a divisional headquarters in the South Western Railway zone of
the Indian Railways. There are four major railway stations in the city: Krantiveera
Sangolli Rayanna Railway Station, Bangalore Cantonment railway
station, Yeshwantapur junction and Krishnarajapuram railway station, with railway
lines towards Jolarpettai in the east, Chikballapur in the north-east, Guntakal in the
north, Tumkur in the northwest, Hassan in the west, Mysore in the southwest
and Salem in the south.

 The Rail Wheel Factory is Asia's second largest manufacturer of wheel and axle for
railways and is headquartered in Yelahanka, Bangalore.

18
Road
Buses operated by Bangalore Metropolitan Transport Corporation (BMTC) are an important
and reliable means of public transport available in the city. BMTC runs air-conditioned
luxury buses on major routes, and also operates shuttle services from various parts of the city
to Kempegowda International Airport. The BMTC also has a mobile app that provides real-
time location of a bus using the global positioning system of the user's mobile
device. The Karnataka State Road Transport Corporation operates 6,918 buses on 6,352
schedules,. The main bus depots that KSRTC maintains are the Kempegowda Bus Station,
locally known as "Majestic bus stand", where most of the out station buses ply from. BMTC
and KSRTC were the first operators in India to introduce Volvo city buses and intracity
coaches in India.

CULTURE
Bangalore is known as the "Garden City of India" because of its greenery, broad streets and
the presence of many public parks, such as Lal Bagh and Cubbon Park. Bangalore is
sometimes called as the "Pub Capital of India" and the "Rock/Metal Capital of India" because
of its underground music scene and it is one of the premier places to hold international rock
concerts.

Bangalore Karaga  "Karaga Shaktyotsava" is one of the most important and oldest festivals of
Bangalore dedicated to the Hindu Goddess Draupadi. It is celebrated annually by
the Thigala community, over a period of nine days in the month of March or April.

TOURIST PLACES IN BENGALURU

 BENGALURU is blessed with large number of meticulously planned gardens, parks, lakes,
architectural landmarks balanced with modern amenities like pubs, hotels, restaurants and
shopping malls.
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Bangalore Palace

The construction of this architectural splendour was patronised by Chama raja Wodeyar and
constructed in 1887. Built in the Tudor-style, Bangalore Palace is often believed to have
drawn inspiration from the Windsor Castle of England. Complete with Gothic windows and
richly carved interiors, the palace has fortified towers. The sprawling grounds around the
palace are used for hosting public events and concerts.

Tipu Sultan’s Palace

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Started by Hyder Ali, the palace was completed by Tipu Sultan in 1791 A.D. It served as the
latter’s summer palace till his death in 1799 A.D. Made entirely of ornamentally carved
French Rose wood, the structure is supported by richly adorned pillars, arches and
balconies. Presently it houses a small museum displaying artefacts from the Hyder-Tipu
rule.

Bangalore Fort

A stronghold of Tipu, the history of the fort dates back to 1537 A.D. Kempe Gowda, a
feudatory of the Vijaynagar Empire laid foundations of a mud fort. This was later converted
into a stone structure by Hyder Ali in 1761 A.D. Only the Delhi Gate and remnants of two
bastions are what remain of the original fort. Tipu’s wooden palace is located within the fort
area.
21
Vidhana Soudha

Vidhana Soudha or the Karnataka State Legislative Assembly is an awe-inspiring

construction that was completed in 1956. Built in a Mysore Neo-Dravidian style, the building
draws heavily from Indo-Saracenic and Dravidian styles. It is complete with imposing granite
columns and a dome 60 feet in diameter crowned by a likeness of the Indian national
emblem.

As the State’s Legislative Assembly, entry to Vidhana Soudha is restricted. However, it can
be visited on weekends and public holidays.

HAL Aerospace Museum

22
Bangalore also boasts of a wide variety of museums. One of the most fascinating among
these is the HAL Aerospace Museum, India’s first aerospace museum. Different model
aircrafts, communication and navigation equipments are placed on display here.

LAL BAGH

Lalbagh or Lalbagh Botanical Gardens, meaning The Red Garden in English, is a well-

known botanical garden in southern Bengaluru, India. It has a famous glass house dating
23
 from 1889 which hosts two annual flower shows (26 January and 15 August). Lalbagh houses
India's largest collection of tropical plants, has a lake, and is one of the main tourist
attractions in Bengaluru. Lal Bagh is also home to a few species of birds. The commonly
sighted birds include Myna, Parakeets, Crows, Brahminy Kite, Pond Heron, Common Egret,
Kingfisher, Spotted Owlets, Spotted kite, Spotted Pelican, Ducks, Indian Cormorant, and
Purple Moor Hen.etc

INTRODUCTION OF FOOD AND BEVERAGE SERVICE:

Food and Beverage Service Department is one of the main service oriented and crucial
division of the hotel. It renders the services of prepared food items, beverages, and tobacco in
a hospitable way to the customers as per their demand.
    
      The significant feature of this department is that, it is the second highest revenue
generating department next to the front office. The important functions include the design and
development of menus, pricing, portion control, wastage control, customer staff relations and
staff training.
This department comprises of two main operational areas:

 Bar (Service of Beverage)

 Restaurant (Dining services)

       The personnel related to this department must be professionally qualified in terms of

service and hospitality. As we know that the role of this department is totally service
oriented, the staff need to be in the front line with the customers and ought to be well
groomed, smart and hygienic. The food and beverage staff plays a significant role in
promoting good manifestation and positive influence towards the guests by professional and
world class service in hospitable manner.

Today's service industries are focusing on the concept of guest delight which is the improved
expression of guest satisfaction. We need to delight the guests to make them satisfied because
today's customers visit many corners of the world, they feel the level of service in many place
and need to have a changed atmosphere in terms of taste and service. The term food and
beverage function is one that encompasses all activities within the hotel and catering
establishment that are together concerned with the provision of food and beverage services
within that periphery of that establishment.
24
    
       Food and beverage service department is furnished with a qualified and skillful brigade
headed by food and beverage Manager, who is responsible for planning and coordinating the
different food and beverage activities inside the hotel. Food and Beverage Manager is a team
leader in terms of food and beverage promotion and management. Down the line, food and
beverage Manager is supported by the outlet executive who are responsible for the execution,
implementation and the control of food and beverage activities in their area of concern. All
outlet executives are again supported by the line supervisor, and waiters and waitresses to
delight the customer by serving their wants.

F&B Services – Definition

Food and Beverage Services can be broadly defined as the process of preparing, presenting
and serving of food and beverages to the customers.
F&B Services can be of the following two types −

 On Premise − Food is delivered where it is prepared. The customer visits the

premise to avail the food service. The premises are kept well-equipped and well-
finished to attract customers to avail F&B service.

For example, restaurants, pubs, etc.

 Off Premise or Outdoor Catering − this kind of service includes partial cooking,
preparation, and service at 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 Service’s operations −

 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.

 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 choice of food and beverages. These establishments often run under
contracts. For example, food and beverage services provided at hospitals, hostels,
and prisons.

25
 Food and Beverage Services – Terminology

Banquet: A sit-down meal served on the occasion of a formal or informal event such as a
wedding party or a conference.

Buffet: A dining system where the guests serve themselves. Popular with a large number of
guests and a small number of workforce.

Cutlery: Knives, forks, and spoons used for eating or serving food.

Crockery: Plates, dishes, cups, and other similar items, especially ones made of glass,
earthenware, or china clay.

Cocktail: Any mixed drink prepared using alcohol.

Guerdon Trolley: A trolley used in F&B Services business on which the food can be
cooked, finished, or presented to the guest at the table.

High Ball (Long Drink): Alcoholic beverage mixed with a large volume of soft drink and
served in a tall glass with straw.

Mock tail: A non-alcoholic drink prepared using fruit juices or other soft drinks.

Table Cover: It is the area on the table for plates, glasses, and cutlery for single person.

ORGANISATION STRUCTURE OF F & B SERVICE HOTEL RADISSON BLU

26
Food and Beverage Services in Hotel

 Restaurant

 Lounge

 Coffee Shop

 Room Service

 Poolside Barbecue/Grill Service

 Banquet Service

 Bar

 Outside Catering Service.

Structure of F&B Services Department:

Food & Beverage Service Manager
The Food & Beverage Service Manager is responsible for

 Ensuring profit margins are achieved in each financial period from each department of
F&B service.

 Planning menus for various service areas in liaison with kitchen.

 Purchasing material and equipment for F&B Service’s department.

27
Assistant Food & Beverage Service Manager

The Assistant Food & Beverage Service Manager is aware of and is tuned to all the work the
F&B Services Manager performs and carries out the same in the absence of his superior.

Restaurant Manager: The Restaurant Manager looks after the overall

functioning of a restaurant. The responsibility of this staff member include −

 Managing the functions in the dining room.

 Ordering material.

 Stock-taking or inventory checking.

 Supervising, training, grooming, and evaluating the subordinates.

 Preparing reports of staff and sales.

 Managing budgets.

 Handling daily sales and coordinating with cashiers.

Room Service Manager: The Room Service Manager is responsible for −

 Selecting, training, encouraging, and evaluating all junior employees.

 Ensuring that cultural values and core standards of F&B department/establishment are
met.

 Controlling labour expenses through staffing, budgeting, and scheduling.

 Handling guest complaints.

 Providing special requests.

Banquet Manager: The Banquet Manager is responsible for −

 Setting service standard for banquets.

 Forecasting and allocating budgets for various types of events such as conferences,
meetings, etc.

 Achieving food and beverage sales.

 Controlling chinaware, cutlery, glassware, linen, and equipment.

 Handling decorations and guest complaints.

 Providing special requests.

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  Purchasing required stock by following appropriate requisition procedures.

 Following up each function by receiving guest feedback and submitting it to F&B

Manager.

 Participating in departmental meetings.

 Planning and pricing menu.

 Training, grooming, and development of staff underneath.

Bar Manager: The Bar Manager is responsible for −

 Forecasting the daily flow of customers.

 Allocating right number of staff according to customer influx.

 Managing and monitoring bar inventory from store to bar.

 Tracking all types of drink sales.

 Allocating cleaning and tendering tasks.

F&B Staff Attitudes and Competencies

Each member of the F&B department hierarchy needs to have the following traits and
skills.
Knowledge: Awareness of one’s responsibilities and roles, appropriate knowledge of food
items, food and beverage pairing, etiquettes, and service styles is a great way to build
confidence while serving the guests.
Appearance: It creates the first impression on the guests. The F&B staff members must
maintain personal hygiene, cleanliness, and professional appearance while being on duty.
Attentiveness: Attentiveness is paying sincere attention to details, memorizing the guests’
needs and fulfilling them timely with as much perfection as one can put in.
Body Language:
The F&B Services staffs needs to conduct themselves with very positive, energetic, and
friendly gestures.

Punctuality: The F&B Services staffs needs to know the value of time while serving the
guests. Sincere time-keeping and sense of urgency helps to keep the service workflow
smooth.
Honesty and Integrity: These two core values in any well-brought-up person are important for
serving the guests in hospitality sector.

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 F & B Services - Types Of Service
Table Service
In this type of service, the guests enter the dining area and take seats. The waiter offers them
water and menu card. The guests then place their order to the waiter. The table is covered in
this service. It is grouped into the following types.

English or Family Service

In this type of service, the host contributes actively in the service. The waiter brings food on
platters, shows 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 premise.

American or Plate Service

The food is served on guest's plate in the kitchen itself in predetermined portion. The
accompaniments served with the food, the color, and the presentation is 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.

French Service
It is 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 expensive
and elaborate service commonly used in fine dining restaurants.

Gueridon Service
In this service, partially cooked food from the kitchen is taken to the Gueridon Trolley 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.

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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 hot plate and presents it to the host for approval and serves each guest using a
service spoon and fork.

Russian Service
It is identical to the Cart French service barring the servers place the food on the platters and
serves it from the left side.

Buffet Service
It this type of service, the guests get plates from the stack and goes to 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.

Self Service
In this type of service, the guests enter the dining area and select food items. They pay for
coupons of respective food items. They go to food counter and give the coupons to avail the
chosen food. The guests are required to take their own plates to the table and eat.

Room Service
The 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.

Product Cycle in F&B Service

The purchasing department in F&B Services is responsible for purchasing, storing, and
issuing the supply of raw food items, canned/bottled beverages, and equipment. The
following is a typical product purchasing cycle.

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The purchasing department works with accounts department to keep the information
on allocated budget and balance budget.

The following factors influence purchasing −

 Size of F&B Organization

 Location of F&B Organization

 Availability and Size of Storage Space

 Organization Budget and Policies

 Availability of the commodity due to season

Purchasing Product
The purchaser is responsible for purchasing a product. He studies the market, and analyzes
and selects suppliers, wholesalers, and the contemporary market prices. He then liaisons
with suppliers and wholesalers to get good material at fair price and purchases the required
commodities by following appropriate purchase procedures.

Receiving the Product

The receiver receives the products from the suppliers. He checks the product for right
quality and quantity. He deals with the delivery personnel from the supplier’s end and signs
on the related receipts.

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Storing and Issuing the Product
The store men carry out the task of storing received supply and issuing it to respective
departments. They update the stock database, and manage old and new material in the stock.
They also keep record of stock to the latest date.

Preparing and Presenting an F&B Product

This includes preparation of various food items and fresh beverages. The cooks prepare
various foods and the bar tenders prepare cold beverages such as mock tails and cocktails.
They also make the dish most presentable by arranging food on platter and decorating it in
an attractive manner. The beverages are also decorated by using fruit slices, decorating the
glasses, sippers, and stirrers.

Consuming the F&B Product

This part is played by the guests. At the service end, the respective staff takes inventory of
the consumed and balanced stock of food and beverages and keeps it updated to latest
figures.

Types of Cutlery (Spoons, Forks, and Knives)

There are different types of spoons for serving or eating different kinds of food. The forks
often accompany spoons or help independently to pick food bites. The knives are used to
portion the food.

 Dinner Spoon (Table Spoon) − It has elongated round cup. It is used to eat main
course food items. It can pick up just the right amount of rice, stew, or curry. It is
always paired with a fork (with four tines) of the same length or a dessert knife.

 Dessert Spoon, Dessert Knife, and Dessert Fork − these are smaller than their main
course peers and are used to have desserts.

 Soup Spoon − It has a round cup bigger than that of the table spoon. It is as long as a
dinner spoon.

 Tea/Coffee Spoons − These are smaller than the dessert spoon in length and size of
cup. We use these spoons to stir tea or coffee.

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  Sugar Spoon − It has a flower shaped round cup. It is used to take sugar from sugar
bowl of tea set.

 Ice Cream Spoon − It is a small spoon with flat rim that can help to cut the right
amount of ice cream. It can come in small, medium, and large sizes according to the
quantity of the ice cream served and the size of the bowl.

 Cocktail (Soda) Spoon − It is a drink spoon with a long handle that helps the spoon
to reach the bottom of a tall glass.

 Butter knife − It has short rectangular blade that is sharp on the lower side to form
an edge. It is useful in cutting semi-firm pieces of butter and apply them on food
items such as breads.

 Salad Spoon − It is always used in pair with salad fork. It helps mixing and serving
salad efficiently.

 Serving Spoon − It is a spoon with large round cup designed to serve stews and rice.

 Deli (Fruit) Fork − has two tines. It helps to pick thinly sliced food such as slices of
fruits.
 Roast Fork − It is the largest fork. It has longer and stronger tines that help to hold
and pick large meat or vegetable pieces.
 Cake Knife − It is a flat, elongated triangle-shaped knife and is used to cut pieces of
cake and handle it smoothly.

Types of Glasses

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The glasses and tumblers come in a wide variety of shapes and sizes. They are either footed
with stem or non-footed. They can also be high-ball or low-ball. Some of the widely used
shapes are

 Cooler − It is used to serve welcome drinks or appetizers.

 Flute − It is a glass with a long cup and is mainly used to serve champagne.
 Goblet − It is a round glass with or without stem. The goblets with stem are
used to serve wines and brandy. A non-footed version is used to serve whisky.

 Margarita − It is a variant of goblet with a wide round dish-like cup. Margarita is

used as a cocktail, mock tail, or a sorbet glass.
 Mug − It is used to serve beers.
 Nonic Glass − It is a tall glass with a broad rim. It is used to serve beers.
 Pilsner − It is a high-ball glass used to serve cold coffee, iced tea, juices, and beer. A
pilsner can support beers or aerated drinks gracefully.
 Pint − It is a glass used to pour distilled alcohol into other glasses.
 Shot Glass − It is a small glass used to consume fermented or distilled alcohol
directly. It can also be used to pour distilled alcohol into other glasses for mixing
with water or sparkling water.
 Snifter − It is used to serve spirits.
 Thistle Glass − Its silhouette is shaped like a thistle flower. These glasses have
tapered broad rims with round cups attached to a stem and disk. It is used to serve
ales and aerated drinks.
 Tulip Glass − It is used to serve beer, cocktail, or mocktail.

Types of Bars

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A bar is a place where non-alcoholic and alcoholic beverages are served. It is equipped with
a back bar with necessary equipment such as bar tools, and glassware to serve the beverages.
The customers sit on tall push-down chairs around the counter.
The barmen or barmaids commonly known as bartenders prepare drinks and serve them
to the customers. There are some typical types of bars -

 Public − It is a bar in a public house which is open for public and not exclusive.

 Service Bar − It is for the staff.

 Portable − they are compact bars easy to set up for off-premise catering.

 Mini − It is a private bar located in VIP rooms, suites, or penthouses of the hotel.

Bar Tools
The following tools are necessary to serve beverages from bar -

 Bar Linen and Cocktail Napkins − they are used to save work area from any mess
while pouring the beverage.

 Pouring Spouts − They make smooth serving of beverage apportioned equally into
the glasses.

 Juice Containers − they are useful to save bartending time by keeping most
demanded juices handy.

 Cocktail Shaker Tins − they are suitable for mixing the ingredients of cocktails and
martinis well.

 Short Shaker Tins − they are used to shake small amount of drinks efficiently.

 Cocktail Strainer − It is used to sieve cocktails before serving.

 Corkscrew or Wine Opener − they are used to open corks of wine bottles.

 Bottle Opener − they are used to open caps of bottled beverages.

 Jigger − It is an alcohol measuring two-sided cup.

 Lemon Zester − It is used for cutting lemon zest.

 Bar Spoon − Also called muddler, is used for mixing beverages briefly.

 Masher − It is used to mash ingredients to help release oils and flavors effectively.

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Principles of Preparing Covers:

 Each table cover needs space of 24 to 30 inches wide.

 Crockery and cutlery must be placed 2 inches away from the edge of the table.

 Knives are placed on the right of the dinner plate whereas forks are placed on the left.

 Butter knife is placed on the side plate.

 The cutting edge of the knives must be towards the plate.

 Table napkin must be neatly folded and placed on the side plate.

Setting Table for Formal Dining:

This type of table setup is required for formal events like corporate lunch or dinner, or a
wedding party. The formal dining contains multiple courses and second helpings are not
offered.

This table setup looks as follows −

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Setting Table for Casual Dining:
This table setup is required for informal events like holiday parties and family gatherings.
Casual dining can contain multiple courses and service staff offers or serves second rounds
of helping when a guest requests for it. This table setup appears as follows –

Napkin Folding
Today, there are large varieties of napkins available in different colours and materials. Paper
napkins are used majorly for informal dining whereas for formal dining, linen napkins are
preferred.

Napkin can be folded in a number of attractive ways. They can be shaped as a flower, a
character, or some object. A well-folded and well-placed napkin on the plate grabs the
attention of the guests.

Angled Pocket Napkin Fold

 Start with a square dinner napkin and give it a three-way fold for an elegant angled pocket.
It's handy for tucking flatware, a place card, or a printed menu.

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Lotus Napkin
Also called the water lily or the artichoke, this fold will be familiar to anyone who has ever
made a paper fortune teller. The center provides the perfect spot to place a dinner roll, party
favour, or place card.
.

Envelope Napkin
Simple yet sophisticated, this design is perfect for sealing a printed menu, a party favour, or
Lift the flap, and your guests are impressed with a hidden surprise.

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 Pocket Fold
A folded napkin isn't solely decorative. This particular fold allows your napkin to do double-
duty: You can tuck inside a printed menu, a set of utensils, or even a handful of tasty

appetizer breadsticks.

Rose Napkin
This fold is favoured by the legendary French chef Auguste Escoffier. It's also a really
impressive vehicle for hot, fresh-from-the-oven dinner rolls.

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Serving Food and Beverage:
Following are some meticulous ways while serving food or beverages.

 Bring food to the guest table if it is not a buffet

service.

 Present the food from guest’s left side in case of

formal dining.

 Prepare the food plates from the kitchen and

place them on the guest table in case of casual dining.

 Ask the guests if they need help to serve the

food.

 Serve one food item at a time.

 Serve the eldest lady guest of the group first

unless the lady herself is a host. After all ladies are served, serve the men guests
starting from the oldest.

 Always present a dish with its respective serving

spoon.

 Tilt the service bowl a little to bring east in

serving and take it away after serving.

 Always present the ordered drink in an

appropriate glass by informing its name to the guest.

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Clearing the Tables:
It is important to clear the table between two dining sessions by following procedure −

 Clear the table first when the guests finish their main course.
 Clear it for the second time just before the guests leave the table.
 While clearing, first remove all the pieces of flatware and chinaware except table
linen and center piece. Let the dessert flatware remain in case of first clearing.
 Let wine glasses are on the table even after the main course.
 While clearing, pickup one plate at a time and place on the tray carefully. In case of
formal dining, replace the removed plate by a fresh one so that table cover of the
guest is never empty.
 Do not overload the tray with pile of used plates; make extra rounds to the table if
required.

 When same wine is offered in consecutive

courses, serve it in the same wine glass. If wine is changed then replace the glass
with fresh one.

 Always tilt the glass while pouring drinks or

fuzzy drinks so that its head and aroma is held.

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 CONCLUSION

The F&B service department takes the pride in serving the hotel guest. From this, we

understood the various food and beverages production and service systems and what factors

affect their operations and success. The food and beverage operations in today’s scenario are

continuing to improve their quality and service. Professionalism through better training and

development is increasing and the quality of service provided and customer satisfaction has

become the major differentiating factor for the customers to choose a particular

establishment.

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4. ^ "New research finds Americans embrace global cuisine". Restaurant.org.

Retrieved 27 August 2015.
5. ^ Hamburger, John. "Sysco and US Foods: The Aftermath". Foodservice News.
Retrieved 27 August 2015.
6. ^ Jump up to:a b c
     "Food Service Industry -Recent Issues". USDA ERS. Retrieved 27
August 2015.
7. ^ Jump up to:a b c d Stewart, Hayden; Morrison, Rosanna Mentzer. "New Regulations Will
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August 2015.
8. ^ Todd, Jessica E.; Mancino, Lisa; Lin, Biing-Hwan. "The Impact of Food Away
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