HOSPITALITY NOTES 4 CHAPTER 16 Key Players o 3 key constituencies of the hotel business Hotel guests Employees Investors Satisfied guests source of revenue hotel profitability Hotels require a dedicated team of productive customer focused employees that consistently meet or exceed guest expectations to be successful Without investors a hotel would not exist Full service hotel operations are organized into two primary operating divisions o Rooms division All areas of operation related to providing overnight accommodations to guests Guest services Front office operations build positive mutually rewarding relationships with hotel s guests These include Doormen Bellmen Front Desk Agents PBX Operators Night Auditors Concierge Staff Revenue management reservations Responsible for assessing guests needs selling accommodations that fulfill requirements at appropriate guestroom rate Departments function is maximizing sales revenue Provide weekly occupancy forecasts o Critical for proper scheduling of hotel staff o Impacts labor costs often the largest variable expense Housekeeping operations Responsible for cleanliness of entire hotel property and keeping guestrooms stocked appropriately with supplies A clean facility is critical to guest satisfaction o Food and beverage division Provides meals and beverage service to guests Complex challenging to operate due to lower contribution margins than Any dining provider in hotel along with room service Events and meals planned sold within property the rooms division Food and beverage outlets Catering sales department Banquet department Beverage operations Culinary operations Control and distribution of alcoholic beverages Executive chef is responsible for all food production o These two operating divisions are supported by Administrative team Accounting o Responsible for accounts payable accounts receivable financial reporting and cost control Human Resources o Oversees all employment processes including o Training and development o Compensation and benefits Security and loss prevention o Professionals trained to minimize losses of all kinds o Responsible for emergency procedures and to ensure safety and well being of guests and associates Sales and marketing professionals Responsible for driving revenue by attracting meetings conventions and individual guests Engineering department Oversees the maintenance of hotel and utility management and sustainability Often a committee function charged with determining strategies to Reduce utility expenses and improve sustainability practices CHAPTER 17 Food Service Segments Commercial and Non Commercial o Commercial These businesses operate to generate revenue Profitability is a primary goal Example Restaurants Quick service Known as Fast food or Limited service can provide food in a relatively short amount of time limited number of menu items and customer pays for food before consumption Casual dining created to cater to the middle class service without the high prices of fine dining some revolve around a theme seafood and Red Lobster Fine dining customers expect a high level experience and service superior d cor and expensive pricing Other operations include hotel food service country club food service airlines airports cruise ships tourist attractions convenience stores fast casual and cinema eatery Primary goal is not to generate revenue profit These businesses may may not make money but it is not their primary purpose for being in business Often called Institutional or On site operations Each must provide foodservice to their constituencies simply to o Non Commercial accomplish their businesses mission o Hospitals o Schools K 12 college and universities o Correctional facilities o Military operations Example hospital or school foodservices Two common forms of management include Contract management company is in business to be profitable they must find delicate balance to achieve margins needed and provide management with expertise in foodservice o ARAMARK o Compass Group Managed by business itself exist in organizations whose primary purpose and area of expertise is not foodservice SEE DIAGRAM Foodservice Segments Commercial Operations Non Commercial Operations Restaurants Other Restaurants Self Operated Contract Upscale Hotel Restaurant Casual Dining Airport QSR Tourist Attraction Education Healthcare Military Figure 1 Example of Foodservice Segment Breakdown CHAPTER 18 Contribution Margin determined profitability of an individual product o The profit that one menu item contributes to the whole o Product rev food cost product rev 1 Financial matters all aspects o Restaurants generally have low profit margins 2 Maintaining quality standards o In both Service and Food 3 Anticipate stay current Organizational Structure o Divided in 2 areas o Markets change quickly Failure to keep up loses customer base and revenue Front of House FOH deals with guests mainly stays in the dining area Back of House BOH includes receiving kitchen and dishwasher o Managers oversee both o Based on brigade system Must work seamlessly together for success Concept developed by Escoffier Each worker or station is assigned specific tasks Each position is training for the position above giving the opportunity for advancement Positions o Maitre d FOH Specific duties include Greets guests upon arrival Handles reservations Trains service personnel Works with sommelier selecting wine May work with chef developing menu During service he she is the liaison between front and back of house Primary duty is to assist guests with choosing wine may serve it also Other wine duties include o Sommelier FOH Selects Purchases Receives Handles storage o Service Staff FOH contact with customers o Executive Chef BOH Captain runs one area of the dining room and has almost all verbal In charge of all kitchen operations Often the star attraction for property Wolfgang Puck o Sous Chef BOH meaning under Prepares food during service o Aboyeur expeditor BOH Chef French for Chef de cuisine served to the customers Calls orders to cooks and makes sure everything looks right before being o Chefs are found at fine dining establishments o Caput Chef in Latin o The term Chef is erroneously used to refer to any professional cook regardless of rank For cleaning the kitchen equipment o 1 Have the cooks be responsible facilitates a sense of pride and ownership with o 2 Hire a cleaning service or use dishwashers avoids highly paid cooks remaining Management Some of
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