Hilton Woodland Hills Tour Paper

Chapter 7

Page 163

If you =  Like people

 Willing to work hard

 Are Creative

 Like to work with you hands

 A good Organizer

 Can multi-task

 A problem solver

 Gain personal satisfaction from creating a positive experience……….then food and beverage is for you!!

Each day can be

*fun and exciting * nothing static * team orientated

A Full Service Hotel Comprises of (5) Functional Areas:

1. Restaurants

2. Room Service

3. Bar and Beverage Operations

4. Banquets

5. Food Production

Hotel Restaurants  First: Used to be an amenity not a profit center

 A reputation for mediocre food

 Public companies entered hotel to change perceptions

 Change in pretentious appearance now providing value, service and products competitive w/local market and guest expectations

 Second: Elevated culinary training for young Chefs

 Exploded across the country in colleges and institutions for extensive culinary programs even in HS

 Third: Customer expectation, travelers expect comfort food

Began offering complimentary breakfast buffets

or

Franchise Agreements

and

Most keep banquets which generates the most profit

Daily Challenges for Managers/Supervisors  Must be proactive to

prevent guest or employee issues

 Slow times provide the worst service

 Over lapping shifts missed details

 Not prepping for the next shift

 Accuracy of timecards & employee pay

 Sympathetic & empathetic to staff needs

 High turnover in this industry

 Fairness of seating & station assignments

 Favoritism

 Balance between work and personal life

 Humanistic employer

Room Service

Special Room Service Menu Hours may vary by hotel some 24 hrs/day. Large hotels have separate kitchen & set up area Separate crew Food delivered on a tray or rolling table Centralized cashier Delivery charge Added service charge Prices can be 25% higher Time quoted 30 minutes or less Door knob menus Pizza menu

Bars & Beverage

Expected in hotels

Profitable w/minimal labor

Themes- video lounge, sports, happy hour, dancing, comedy club, entertainment

3 levels of quality= well, premium, super- premium

Measured pours vs. free pouring

TIPS trained staff

Licenses / ABC

Attracts prostitution, felons, drunk drivers

Banquet and Catering

Highest profit margins = 60/40

Ballrooms, meeting space, boardrooms

Catering Managers book group & space thru Delphi

Banquets services the group

Catering Managers stays until the 1st

entrée is down or until the meeting starts

Outside Catering

Food Production

Center of hotel’s activities Food production for restaurants, rooms service, bars, employee cafeteria, banquets Also oversees stewarding DOFB, Purchasing Manager Must be ServSafe certified Purchase, store, prep, maintain sanitary conditions w/HD, train Kitchen & equipment maintanence

Food & Beverage Reports: