food and beverage services offered by full-service hotels
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Food and Beverage Services Offered by Full-Service Hotels. O.H. 11.1. SPECIAL HOTEL FOODSERVICES. - PowerPoint PPT PresentationTRANSCRIPT
Discovering Hospitality and Tourism, 2nd Ed. © 2008 Pearson Education, Inc.Ninemeier and Perdue Upper Saddle River, NJ 07458
Food and Beverage Services Offered by Full-Service Hotels
O.H. 11.1
Discovering Hospitality and Tourism, 2nd Ed. © 2008 Pearson Education, Inc.Ninemeier and Perdue Upper Saddle River, NJ 07458
Restaurants typically offer a la carte dining, and many are able to serve banquets to relatively small groups of guests. Hotels offer foodservices not seen in most other types of hospitality organizations:
Banquets for very large groups of people. Some hotels have ballrooms and meeting spaces that can serve several thousand or more guests at the same and/or different events.
Room service. The service of food and beverages within a guest room is uncommon in any other segment of the hospitality industry.
Employee foodservices. Large hotels may employ hundreds or thousands of staff members. Employee cafeterias are sometimes available for their exclusive use, and a subsidized meal is considered a fringe benefit.
SPECIAL HOTEL FOODSERVICES
O.H. 11.2
Discovering Hospitality and Tourism, 2nd Ed. © 2008 Pearson Education, Inc.Ninemeier and Perdue Upper Saddle River, NJ 07458
Management Positions in Food and Beverage Service (Small Hotel)
O.H. 11.3
Discovering Hospitality and Tourism, 2nd Ed. © 2008 Pearson Education, Inc.Ninemeier and Perdue Upper Saddle River, NJ 07458
Management Positions in Food and Beverage Service (Large Hotel)
O.H. 11.4
Discovering Hospitality and Tourism, 2nd Ed. © 2008 Pearson Education, Inc.Ninemeier and Perdue Upper Saddle River, NJ 07458
Management Positions in Food and Beverage Service (Very Large Hotel)
O.H. 11.5
Discovering Hospitality and Tourism, 2nd Ed. © 2008 Pearson Education, Inc.Ninemeier and Perdue Upper Saddle River, NJ 07458
Why Room Service May Not Be Profitable
• Labor costs are high.• It takes a significant amount of time to
transport food from the kitchen to (often) remote guest room areas and back to the kitchen.
• Expenses for equipment can be significant.• Costs for items such as glasses, cups,
flatware, and serviceware increase room-service costs, and these items are frequently stolen.
O.H. 11.6
Discovering Hospitality and Tourism, 2nd Ed. © 2008 Pearson Education, Inc.Ninemeier and Perdue Upper Saddle River, NJ 07458
Special Room Service Operating Concerns
• Communication problems. These can arise when incomplete order information is received from the guests.
• Lost opportunities for upselling by the order taker.• Within-guest room service challenges. Room servers must set up the meal, explain
procedures to retrieve items, present the guest check and secure payment, open bottles of wine, and provide an attitude of genuine hospitality.
O.H. 11.7
Discovering Hospitality and Tourism, 2nd Ed. © 2008 Pearson Education, Inc.Ninemeier and Perdue Upper Saddle River, NJ 07458
Why Banquet Events Are More Profitable Than a la Carte Dining
• Banquets frequently celebrate special events and create opportunities to sell more expensive and profitable items.
• The number of meals is known in advance, and it is easier to schedule production and labor requirements.
• There is less likelihood of overproduction of food.• Banquet planners can frequently sell hosted or
cash bars that enable increased sales of alcoholic beverages.
O.H. 11.8
Discovering Hospitality and Tourism, 2nd Ed. © 2008 Pearson Education, Inc.Ninemeier and Perdue Upper Saddle River, NJ 07458
Topics to be addressed include:• Last day a banquet space will be held without a signed contract• Time by when an attendance guarantee must received• Cancellation policy: an explanation of fees to be assessed if
the banquet contract is canceled• Guarantee reduction policy: if the final guarantee is less than
the specified percentage of the initial guarantee, an additional charge may be assessed
• Billing: information about the amount and schedule for guest payment
• Information about the service of alcoholic beverages• Other information
BANQUET CONTRACTS AND BILLING POLICIES
O.H. 11.9
Discovering Hospitality and Tourism, 2nd Ed. © 2008 Pearson Education, Inc.Ninemeier and Perdue Upper Saddle River, NJ 07458
Alcoholic Beverage Service in Hotels
• All hotel employees (not just food/beverage servers) must receive training to recognize intoxication.
• Intoxicated guests may need to travel long distances within the hotel to reach their guest rooms.
• Issues such as underage drinking in guest rooms and transport of alcoholic beverages to guest rooms by minors can cause problems.
O.H. 11.10