Discipline
Objective
By the end of this session you will be able to understand
What is discipline ?
Example of misconduct Result of misconduct
What is discipline ?
Discipline is a systematic instruction given to a person to follow a particular code of conduct . It is the practice of making people obey rules or standard of company and punishing them when they do not.
An establishment expects the highest standards of discipline from its employees together with satisfactory standards of work. If the standards of work or conduct remain below of what is required then disciplinary action will be taken which may result in dismissal.
Where do you find the rules and regulation ?
Employee handbook
HR notice board “House rules and regulation”
Example of misconduct
Related to job timing:
Arriving late for work without any information
Departing from work early without good reason
Leaving the work place during working hours without permission
Unexcused absence from work without prior approval
Using unauthorized entrance and exit doors of Hotel
Falsifying time card/ attendance sheet of self and others
Related to job performance:
Sleeping during working hrs.
Being in an unauthorized area during working hours
Using guest’s toilets & lifts without permission
Failure to perform work to a satisfactory standard
Using hotel’s facilities without Management approval
Failure to keep work area in safe, clean and hygienic state
Disobeying reasonable instructions of supervisors or manager.
Being on duty in an untidy or unhygienic manner
Collection of money at work for any purpose without permission of Hotel Management
Acts of dishonesty
Pretending to be sick or injured while on duty
Presentation of invoices and documents or request that are not valid
Theft of guest property or colleagues property
Not-attending training sessions with out good reason
Bringing unauthorized items to the hotel
Having unauthorized property in one’s locker
Destroying floors, wall and furniture of hotel property by writing on them
Taking hotel’s food & drink for consumption without authorization
Result of misconduct
Verbal warning
Warning letter
Suspension
Termination
Job description
Objective
By the end of this session you will be able to
Understand
What is job description ?
Why job description is important ?
Job description of F&B service staffs
What is job description ?
A job description is an official document given from the management to a specific position. Which specify the duties and responsibilities of that particular. It includes level of authority, whom to report and requirement of education and experience for particular position.
Why job description is important ?
Employee:
To get proper guideline in order to achieve positional goal.
To understand area of work
To understand an opportunity for career growth
To understand role and responsibility within department.
To understand channel of communication
To understand standard of establishment
To understand rules and regulation of company
Employer:
Easy to recruit and select people as criteria is already fixed.
Easy to conduct performance appraisal since the particular duties responsibility is clearly mention.
Easy to identify training and development needs of employee
Easy to channelized HR information
Easy to implement labor law
Restaurant Manager
Job title: Restaurant Manager
Report to: Food and Beverage Director
Department: Food and Beverage
Responsible for: Asst. Manager/Supervisor/Captain/Waiter/Waitress/Bar man
Main Duties:
Financial
To assist in effective payroll control through a flexible work force. Maximizing utilization of trainees and close cooperation with other F&B outlets.
To participate in preparing of the annual operational budget focusing outlet projected revenue and expenses.
Strictly focus on operational expenses and that all costs are controlled.
Handle voiding, correcting, checks and house bank amount.
Responsible for all guest checks – those used during the shift.
Operational:
To have full working knowledge and capability to manage assigned outlet according to established standard.
Check the performance of staffs and multi tasking them
Ensure flexible schedule as per business trend
Ensure Par stocks for all OE and supplies are maintained
To conduct daily pre-shift briefing to staffs
To liaise with chef on daily operation to ensure food quality and standard maintained.
To have thorough understanding and knowledge of all food and beverage items in the menu.
To handle guest enquiries in courteous and efficient manner
To establish good relationship with customers and maintain guest data and history.
Coordinate with other department for required support
Administration:
Revision and update of the outlet operational manual on needed basis.
Preparing of the annual marketing plan and annual business plan.
Maintain the daily log book
Maintain the outlet notice board
Report lost and found items
Attend daily department operational meeting
Submit guest/staff incident report
Marketing:
To identify market needs for the f&b outlet
To implement a consistent guest recognition programs.
General:
To understand and strictly follow the rules & regulations of company.
To maintain a high standard of personal appearance and hygiene all the time
To maintain good working relationship with all staffs
To extend full support to training department and identify training needs of outlet staff
To show all the time positive and motivated attitude
Staff handling:
To ensure that all staffs maintain a high standard of personal hygiene and grooming
To liaise with HR for staffs issues
To building of an efficient team of staffs by taking an active interest in their development
Minimum educational qualifications and experience:
Diploma in Hotel Management
Minimum 2 years experience of Asst. Restaurant Manager
Captain
Job title: Captain
Report to: Supervisor
Department: Food and Beverage
Responsible for: Waiter/Waitress/Bar man
Main Duties:
Operational:
To provide a courteous, professional, efficient and flexible service at all times as per standard.
To have a full working knowledge and capability to demonstrate all duties and task.
To be flexible and adept to rotate within the different sub department of the f&b.
To understand with all service and facilities offered by the hotel
To have a thorough knowledge of f&b items in the menu and ability to recommend and up sell.
To take guest food and beverage order correctly as per standard
To ensure area of work and surrounding is kept clean and organized at all the time
To be able to prepare check and settled in POS
To supervise assigned station and ensure smooth service and guest satisfaction
To assign working section to waiter and waitress
To conduct OE inventory as per restaurant schedule
General:
To understand and follow the rules and regulations of company
To report duty on time with appropriate uniform and name tag
To maintain a high standard of personal grooming and hygiene
To maintain good working relationship with colleagues
Staff training:
To provide on the job training to staff
To provide skill training
To conduct and attend f&b product knowledge training.
Minimum qualification and experience:
Diploma in hotel management
Minimum 2 years experience of waiter
Waiter
Job title: Waiter/Waitress
Report to: Supervisor/Captain
Department: Food and Beverage
Main Duties:
Operational:
Attend briefing before the restaurant operation start with waiter tools
Complete mis-en-scene and mis-en-place prior to outlet open.
Responsible to arrange polished OE (Cutlery, Crockery and glassware) at the side station.
Responsible for picking up orders of food and beverage and serve guest as per standard.
Responsible set up trolleys and trays as per service standard.
Responsible to know special menu of the day.
Responsible for cleaning tables and chairs before opening and after guest left.
Responsible for receiving clean linen form housekeeping and deposit soiled Present the bill and return change correctly
Responsible to lay the restaurant as per standard.
Perform other duties that may be assigned by the immediate supervisors from time to time
Able to posts orders in POS
Respects hygiene and safety rules
Uses operating equipment correctly and handles it without damaging
Suggest and recommends food & beverage choices to guests
Must be familiar with the food and beverage items of the outlets Must know the VIP, to greet them by their names
Training:
Attend scheduled training
Liaise with captain to develop skills and product knowledge
Minimum qualification and experience:
+2 and 1 years experience of asst. waiter
BHM 1st semester (Courtesy)
Courtesy
Objective
By the end of this session you will be able to
understand
What is courtesy ?
Customer experience ?
Why courtesy is important in our business ?
Required courtesy for F&B personnel
1. What is courtesy ?
Courtesy means being polite, humble and treating others with equal respect as we would treat ourselves. It cost nothing but pays well. It defines appropriate conduct and establish company values such as respect and healthy work environment.
2. Customers experience
3. Why courtesy is important in our business ?
The guest has got lot’s of choice in the market only the tool that can retained them is human behavior. A coke can be found every where but not the same courteous person. The customer always appreciate pleasant atmosphere and humble behavior when they come to dine in a restaurant courtesy plays vital role to add the value in it.
To extend pleasant experience to customers
To let the guest feels, they are highly respected
To create comfortable and friendly environment
4. Required courtesy for F&B personnel
Guest must be received with pleasant manner and pull the chair for lady to seat.
Assist guest to remove his Jacket and place back.
Address the guest by his/her surname to make them feel, they are recognized.
Ask the guest if they wish to wait for table if the restaurant is full and follow up should be done.
Provide guest enough time to read the menu and inform time duration to take order.
Use magic word before attend the guest table.
Listen to the guest complain and apologies. (Don’t argue)
Don’t present the bill until the guest ask for it
Thanks the guest during the farewell with warm smile.
Objective
By the end of this session you will be able to
understand
What is courtesy ?
Customer experience ?
Why courtesy is important in our business ?
Required courtesy for F&B personnel
1. What is courtesy ?
Courtesy means being polite, humble and treating others with equal respect as we would treat ourselves. It cost nothing but pays well. It defines appropriate conduct and establish company values such as respect and healthy work environment.
2. Customers experience
3. Why courtesy is important in our business ?
The guest has got lot’s of choice in the market only the tool that can retained them is human behavior. A coke can be found every where but not the same courteous person. The customer always appreciate pleasant atmosphere and humble behavior when they come to dine in a restaurant courtesy plays vital role to add the value in it.
To extend pleasant experience to customers
To let the guest feels, they are highly respected
To create comfortable and friendly environment
4. Required courtesy for F&B personnel
Guest must be received with pleasant manner and pull the chair for lady to seat.
Assist guest to remove his Jacket and place back.
Address the guest by his/her surname to make them feel, they are recognized.
Ask the guest if they wish to wait for table if the restaurant is full and follow up should be done.
Provide guest enough time to read the menu and inform time duration to take order.
Use magic word before attend the guest table.
Listen to the guest complain and apologies. (Don’t argue)
Don’t present the bill until the guest ask for it
Thanks the guest during the farewell with warm smile.
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