This document outlines the roles and responsibilities of various positions within the food and beverage industry. It discusses the typical organizational structure with a food and beverage manager overseeing operations. Responsibilities of managers, restaurant managers, and common food preparation roles like sommeliers and bartenders are described. The document also covers menu types and courses, as well as the duties of hosts/hostesses and room service managers related to sales and service. Finally, it lists important qualities sought when recruiting food and beverage personnel.

1. FOOD AND
BEVERAGE OPERATIONS
CHAPTER 3
ROLES AND
RESPONSIBILITIES OF
THOSE WORKING WITHIN
THE INDUSTRY
PREPARED BY: MUMTAZUL ILYANI

2. FOOD PREPARATION
• Most establishments in the sector are based on an organisational
structure with a food and beverage manager responsible for operations,
supported typically by an assistant manager, helped by restaurant
manager and banquet manager.
1. Food and beverage manager responsibilities are:
A. Ensuring the business is profitable, by meeting certain profit
targets for certain financial periods.
B. Planning the menu and also suggesting menu items for special
occasions and events.
C. Ordering supplies, equipment and materials.
D. Deciding the portion size, as well as the price for every dish and
drink unit.

3. FOOD PREPARATION
(CONT…)
2. Food and beverage department managers are responsible for coordination of human resource:
A. Recruitment of new staff
B. Monitoring performance of existing ones
C. Offering training
D. Conducting appraisals
E. Provide a good example of how professional standards should be met at the workplace.
3. Restaurant and banquet manager responsibilities are:
A. Supporting the food and beverage manager.
B. Putting together the roster for each shift.
C. Determining annual leave days.
D. Putting together the schedule.

4. FOOD PREPARATION
(CONT…)
4. Some of the most common food preparation roles are as follows:
A. Carver – responsible for the carving trolley and the carving of
joints at the table.
B. Wine sommelier – referred as wine steward is trained wine
expert, offering his knowledge to the restaurant specialising
in wine service.
C. Beer sommelier – responsible for the knowledge and service
of beer.
D. Bartender - someone who makes and serves drinks in a bar.
E. Barista - a person who makes and serves coffee in a coffee
shop.

5. MENU
• Menu is a list of food and beverages together with the prices
offered to customers.
• Types of menu can be:
 A la carte – Food items priced individually – or
 Table d'hôte – Food items grouped together & sold for one
price

6. MENU (CONT…)
• Menus may be printed on paper sheets provided to the diners,
put on a large poster or display board inside the establishment,
displayed outside the restaurant, or put on a digital screen.

7. MENU COURSE
• There are few courses presented in the menu, such as:
1. Appetizer - a small portion of a food served at the beginning of a meal to
stimulate the appetite.
2. Soup - Soup also act as an appetizer may be thick soup (crème) and clear soup
(consommé).
3. Salad - Small plate of salad, quite often simply green salad and dressing.
4. Fish - Fish is served, usually before the main course. Prepares the palate for
the heavier meats that follow.
5. Main course - The main meat course on the menu, larger other course. A
sauce or a roast gravy with potatoes and green vegetables are always served
with this course.
6. Dessert –The sweet items at the end of a meal.
7. Cheese - The range of cheeses and various accompaniments, including
biscuits, breads, celery, grapes or apples.

8. TYPES OF
MEAL COURSE
• In dining, a course is a specific set of food items that are served together during a meal, all at the same time. A
course may include multiple dishes or only one, and often includes items with some variety of flavors. An
average meal consists of one or more meal courses.
• The most typical meals course are:
1 course meal
- Main course
2 course meal
- Appetizer & Main course, OR
- Main course & Dessert
3 course meal
- Appetizer, Main
course & Dessert

9. TYPES OF MEAL
COURSE (CONT…)
4 course meal
- Appetizer/Soup,
Salad, Main
course & Dessert
5 course meal
- Soup, Fish, Main course,
Dessert & Cheese, OR
- Soup, Appetizer, Salad, Main
course & Dessert
6 course meal
- Appetizer, Soup,
Fish, Salad, Main
course & Dessert

11. SALESAND SERVICE
• It is interesting to consider the responsibilities for some roles associated
with service that are not directly involved with the waiting of tables.
• A host/hostess has a very important role in sales and service as he/she is
responsible for reservations.
1. Ensure an up-to-date reservation book exists with the latest
amendments.
2. Ensure that all reservations are distributed equally amongst serving
staff and stations are balanced in terms of workload.
3. Preparation tasks such as placing reservation signs on certain tables,
ensuring that there is a clear list of specials on the boards for the
specific meal period or day, communicate with politeness over the
phone for taking reservations and respond to each call promptly.

12. SALESAND
SERVICE (CONT…)
4. Accompanying customers to their tables and pulling their
chairs out.
5. Giving out menu, announcing the server name, and wishing
customer to enjoy their stay.
6. Communicate again with the customers towards the end of
their stay, asking how their visit was and wishing them
well.
7. Retrieves a manager immediately after a complaint is
made and hand over any evaluation forms or complaint
forms.

13. SALES AND
SERVICE (CONT...)
• Another important role found in hotels is room service and room
dining manager. These roles are in direct communication with the
kitchen staff but fall under the service and management part of the
structure. The roles are:
1. Supervising room service personnel.
2. Respond to guest complaints.
3. Produce and update shift records.
4. Generate the shift reports.
5. Ensure high level of service standards are adhered to.
6. Implementing policies and compliance with in room dining
standards.
7. Monitor the mini-bar department.
8. Ensure shifts communicate effectively.

14. QUALITIES OF
F&B PERSONNEL
• There are certain qualities you should be looking for when recruiting food and beverage personnel,
including:
1. Knowledge – being able to describe all menu items and their prices, so they can make
informed suggestions or help out customers with their orders.
2. Punctuality – demonstrating interest for their work by being on time for every shift.
3. Local knowledge – offering additional information about local entertainment options or
responding to other requests for the location.
4. Attitude towards customers – showing that nothing is impossible and that all requests could
be treated with the same enthusiasm, as well as handling difficult customers.
5. Memory – being able to remember preferences of loyal customers or even recall facts for
customers who have previously visited the restaurant one or two times.
6. Honesty – being trustworthy by offering true and honest answers to other staff,
management and customers.

15. QUALITIES OF
F&B PERSONNEL (CONT…)
7. Loyalty – demonstrating their motivation and commitment to the establishment they work
for.
8. Customer satisfaction – anticipating customers’ needs and making an effort to meet them
as much as possible.
9. Handling complaints – being able to deal with different customer types across a range of
issues.
10. Sales skills – offering alternatives and add-ons to customers, in a way that helps to increase
volume of service or products purchased.
11. Sense of urgency – avoiding procrastination and dealing imminently with any issue
regardless how insignificant it may seem.
12. Conduct – being an excellent example of professional looking and behaving impeccable.
13. Personality – being positive thinking, optimist and having a great attitude towards staff and
customers.