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Banquet Food & Beverage
A banquet is a large public meal or feast, complete with main courses
and desserts. It usually serves a purpose, such as a charitable
gathering, a ceremony, or a celebration. Sometimes a banquet consists
of only desserts.
Food and beverage serving and related workers are the front line of
customer service in restaurants, coffee shops, and other food service
establishments. These workers greet customers, escort them to seats and
hand them menus, take food and drink orders, and serve food and
beverages. They also answer questions, explain menu items and specials,
and keep tables and dining areas clean and set for new diners. Most
work as part of a team, helping coworkers to improve workflow and
customer service.
Waiters and waitresses, the largest group of these workers, take
customers’ orders, serve food and beverages, prepare itemized checks,
and sometimes accept payment. Their specific duties vary considerably,
depending on the establishment. In coffee shops serving routine,
straightforward fare, such as salads, soups, and sandwiches, servers
are expected to provide fast, efficient, and courteous service. In fine
dining restaurants, where more complicated meals are prepared and often
served over several courses, waiters and waitresses provide more formal
service emphasizing personal, attentive treatment and a more leisurely
pace. They may recommend certain dishes and identify ingredients or
explain how various items on the menu are prepared. Some prepare
salads, desserts, or other menu items tableside. Additionally, they may
check the identification of patrons to ensure they meet the minimum age
requirement for the purchase of alcohol and tobacco products.
Waiters and waitresses sometimes perform the duties of other food and
beverage service workers. These tasks may include escorting guests to
tables, serving customers seated at counters, clearing and setting up
tables, or operating a cash register. However, full-service restaurants
frequently hire other staff, such as hosts and hostesses, cashiers, or
dining room attendants, to perform these duties.
Bartenders fill drink orders either taken directly from patrons at the
bar or through waiters and waitresses who place drink orders for dining
room customers. Bartenders check identification of customers seated at
the bar, to ensure they meet the minimum age requirement for the
purchase of alcohol and tobacco products. They prepare mixed drinks,
serve bottled or draught beer, and pour wine or other beverages.
Bartenders must know a wide range of drink recipes and be able to mix
drinks accurately, quickly, and without waste. Besides mixing and
serving drinks, bartenders stock and prepare garnishes for drinks;
maintain an adequate supply of ice, glasses, and other bar supplies;
and keep the bar area clean for customers. They also may collect
payment, operate the cash register, wash glassware and utensils, and
serve food to customers seated at the bar. Bartenders usually are
responsible for ordering and maintaining an inventory of liquor, mixes,
and other bar supplies.
The majority of bartenders directly serve and interact with patrons.
Bartenders should be friendly and enjoy talking with customers.
Bartenders at service bars, on the other hand, have less contact with
customers. They work in small bars often located off the kitchen in
restaurants, hotels, and clubs where only waiters and waitresses place
drink orders. Some establishments, especially larger, higher volume
ones, use equipment that automatically measures, pours and mixes drinks
at the push of a button. Bartenders who use this equipment, however,
still must work quickly to handle a large volume of drink orders and be
familiar with the ingredients for special drink requests. Much of a
bartender’s work still must be done by hand to fill each individual
order.
Hosts and hostesses welcome guests and maintain reservation or waiting
lists. They may direct patrons to coatrooms, restrooms, or to a place
to wait until their table is ready. Hosts and hostesses assign guests
to tables suitable for the size of their group, escort patrons to their
seats, and provide menus. They also schedule dining reservations,
arrange parties, and organize any special services that are required.
In some restaurants, they act as cashiers.
Food service managers are responsible for the daily operations of
restaurants and other establishments that prepare and serve meals and
beverages to customers. Besides coordinating activities among various
departments, such as kitchen, dining room, and banquet operations, food
service managers ensure that customers are satisfied with their dining
experience. In addition, they oversee the inventory and ordering of
food, equipment, and supplies and arrange for the routine maintenance
and upkeep of the restaurant, its equipment, and facilities. Managers
generally are responsible for all of the administrative and
human-resource functions of running the business, including recruiting
new employees and monitoring employee performance and training.
In most full-service restaurants and institutional food service
facilities, the management team consists of a general manager, one or
more assistant managers, and an executive chef. The executive chef is
responsible for all food preparation activities, including running
kitchen operations, planning menus, and maintaining quality standards
for food service. In limited-service eating places, such as sandwich
shops, coffee bars, or fast-food establishments, managers, not
executive chefs, are responsible for supervising routine food
preparation operations. Assistant managers in full-service facilities
generally oversee service in the dining rooms and banquet areas. In
larger restaurants and fast-food or other food service facilities that
serve meals daily and maintain longer hours, individual assistant
managers may supervise different shifts of workers. In smaller
restaurants, formal titles may be less important, and one person may
undertake the work of one or more food service positions. For example,
the executive chef also may be the general manager or even sometimes an
owner. (For additional information on these other workers, see material
on top executives and chefs, cooks, and food preparation workers
elsewhere in the Handbook.)
One of the most important tasks of food service managers is assisting
executive chefs as they select successful menu items. This task varies
by establishment depending on the seasonality of menu items, the
frequency with which restaurants change their menus, and the
introduction of daily or weekly specials. Many restaurants rarely
change their menus while others make frequent alterations. Managers or
executive chefs select menu items, taking into account the likely
number of customers and the past popularity of dishes. Other issues
considered when planning a menu include whether there was any unserved
food left over from prior meals that should not be wasted, the need for
variety, and the seasonal availability of foods. Managers or executive
chefs analyze the recipes of the dishes to determine food, labor, and
overhead costs and to assign prices to various dishes. Menus must be
developed far enough in advance that supplies can be ordered and
received in time.
Managers or executive chefs estimate food needs, place orders with
distributors, and schedule the delivery of fresh food and supplies.
They plan for routine services or deliveries, such as linen services or
the heavy cleaning of dining rooms or kitchen equipment, to occur
during slow times or when the dining room is closed. Managers also
arrange for equipment maintenance and repairs, and coordinate a variety
of services such as waste removal and pest control. Managers or
executive chefs receive deliveries and check the contents against order
records. They inspect the quality of fresh meats, poultry, fish,
fruits, vegetables, and baked goods to ensure that expectations are
met. They meet with representatives from restaurant supply companies
and place orders to replenish stocks of tableware, linens, paper
products, cleaning supplies, cooking utensils, and furniture and
fixtures.
Managers must be good communicators. They need to speak well, often in
several languages, with a diverse clientele and staff. They must
motivate employees to work as a team, to ensure that food and service
meet appropriate standards. Managers also must ensure that written
supply orders are clear and unambiguous.
Managers interview, hire, train, and, when necessary, fire employees.
Retaining good employees is a major challenge facing food service
managers. Managers recruit employees at career fairs, contact schools
that offer academic programs in hospitality or culinary arts, and
arrange for newspaper advertising to attract additional applicants.
Managers oversee the training of new employees and explain the
establishment’s policies and practices. They schedule work hours,
making sure that enough workers are present to cover each shift. If
employees are unable to work, managers may have to call in alternates
to cover for them or fill in themselves when needed. Some managers may
help with cooking, clearing tables, or other tasks when the restaurant
becomes extremely busy.
Food service managers ensure that diners are served properly and in a
timely manner. They investigate and resolve customers’ complaints about
food quality or service. They monitor orders in the kitchen to
determine where backups may occur, and they work with the chef to
remedy any delays in service. Managers direct the cleaning of the
dining areas and the washing of tableware, kitchen utensils, and
equipment to comply with company and government sanitation standards.
Managers also monitor the actions of their employees and patrons on a
continual basis to ensure the personal safety of everyone. They make
sure that health and safety standards and local liquor regulations are
obeyed.
In addition to their regular duties, food service managers perform a
variety of administrative assignments, such as keeping employee work
records, preparing the payroll, and completing paperwork to comply with
licensing laws and reporting requirements of tax, wage and hour,
unemployment compensation, and Social Security laws. Some of this work
may be delegated to an assistant manager or bookkeeper, or it may be
contracted out, but most general managers retain responsibility for the
accuracy of business records. Managers also maintain records of supply
and equipment purchases and ensure that accounts with suppliers are
paid.
Technology influences the jobs of food service managers in many ways,
enhancing efficiency and productivity. Many restaurants use computers
to track orders, inventory, and the seating of patrons.
Point-of-service (POS) systems allow servers to key in a customer’s
order, either at the table, using a hand-held device, or from a
computer terminal in the dining room, and send the order to the kitchen
instantaneously so preparation can begin. The same system totals and
prints checks, functions as a cash register, connects to credit card
authorizers, and tracks sales. To minimize food costs and spoilage,
many managers use inventory-tracking software to compare the record of
sales from the POS with a record of the current inventory. Some
establishments enter an inventory of standard ingredients and suppliers
into their POS system. When supplies of particular ingredients run low,
they can be ordered directly from the supplier using preprogrammed
information. Computers also allow restaurant and food service managers
to keep track of employee schedules and paychecks more efficiently.
Food service managers use the Internet to track industry news, find
recipes, conduct market research, purchase supplies or equipment,
recruit employees, and train staff. Internet access also makes service
to customers more efficient. Many restaurants maintain Web sites that
include menus and online promotions, provide information about the
restaurant’s location, and offer patrons the option to make a
reservation.
Managers tally the cash and charge receipts received and balance them
against the record of sales. They are responsible for depositing the
day’s receipts at the bank or securing them in a safe place. Finally,
managers are responsible for locking up the establishment, checking
that ovens, grills, and lights are off, and switching on alarm systems.
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