14 February, 2011
To
Mr. Navid Ahsan Chowdhury Course Instructor
Department of Tourism & Hospitality Management
University of Dhaka. Subject: Submission of term paper

Sir,
We the student of BBA 1st batch, Department of Tourism & Hospitality Management, University of Dhaka. In reference to your order to prepare a term paper on Food, Beverage and Bar Management. We have prepared this report by using primary data from Atrium restaurant, Dhaka Regency and Escape from Shanghai and secondary data from our textbook, lecture sheets and internet.

We, therefore, hope that you would consider our limitations, restrictions and grant this report and oblige thereby.

Faithfully Yours,
Members of De Faustine
BBA-14th batch
Department of Tourism & Hospitality Management University of Dhaka.

-----------------------
Arefin Azam Rohan

Executive Summary

Hospitality industry is a huge industry, food and beverage is an important part of it. After completion of the assignment we have gathered much knowledge and especially first hand experiences. We have visited Dhaka Regency, Atrium Restaurant and Escape from the Shanghai for our field work. We discussed many branches of this industry such as the food and beverage systems of those outlets, the methods of production and services, staffing implications, different menus and factors to develop those, factors that affect the compilation of alcoholic beverage list. Here we also discussed what actions we would take to ensure quality standards, health, safety and security as well as we gave our own point of view and suggestions to improve the outlets in the near future. Every picture of this term paper has been captured and used by us. We got the picture by simply visiting those places physically.

Table of Content | | | | | | | | | | | | | | | | | | | | | | | |

1.(a )Analyze food and beverage systems within a range of food and beverage outlets

A system is a set of components that are interrelated with each other. Food and beverage system is a combination of many parts of an organization that provides food and beverages services. Components of a food and beverage outlet are kitchen or preparation area and service area. Other components are also available. This system can be best understood by the work flow of a food and beverage outlet:

Staff
Organization and
Office
Still Room & Kitchen Waste
Entrance & Goods in

Storage Area

Food Preparation

Waste food pot wash

Food Preparation Area

Cooking

Cooking Area

Wash Up Area

Dishing Up

Service Area
Dirty Returns

Dining Area

In terms of computerized system, food & beverage system is a user-friendly system that caters for different F&B industry such as pub, fast food outlet and restaurant. It is specially designed to improve the hospitality business by managing the cash collection accurately, tracking the inventory efficiently, listing guest complaints, recording the guest history, and providing comprehensive sales reports for profit / loss analysis.
Food and Beverage is a complete Point of Sale system with comprehensive inventory and receiving capabilities. Inventory is set up by item and ingredient, deducting from on-hand amount as menu selections are chosen for preparation
Different outlet uses variety of system for maintaining their food and beverage operations. For example café, restaurants, bistros, fast food restaurant they use distinctive types of Food & Beverage System software’s. In Atrium they use digital cash counter to maintain the food & beverage operations. In the Grandiose cuisine of Dhaka Regency, the food & beverage system is fully automated. The management of Escape from Shanghai restaurant uses the semi-automated system.
So, by observing the work flow of a restaurant we can analyze the food and beverage system as well as we can understand why the Dhaka Regency and Atrium restaurant are much efficient and Escape from Shanghai is less efficient in terms of service. The secret is the food & beverage system.

1.(b ) Identify and review different types of food production and service systems (Visits two outlets and describe their food and beverage system).

Food production methods in the carting industry evolved over a period of time when there was an abundance of labor. Basic food production systems used in different restaurants are: conventional method & centralized production method.Under the conventional method we can have traditional partie method and conventional production with convenience food.

Conventional Method: In this method food is purchased raw category. The use of labor is intermittent. It utilizes the short service period well, cannot utilize capital plant well.

Centralized Production Method: This method uses separated production and service area. Bulk purchase, careful scheduling,

Atrium

Atrium mainly uses the centralized production method which involves the separation of the production & service components of the food flow system either by place or time or both. Central production unit allows Atrium to work at a consistent level of efficiently rather than ‘peaks’ and ‘troughs’. They schedule their work carefully that reduces the energy consumption. Atrium reduces raw material cost by bulk purchasing.

Grandiose(Dhaka Regency)

In The Grandiose restaurant of Dhaka Regency we have found that management uses the Central Production Method. They put right people at the CPU to facilitate the efficient operations.

Escape from Shanghai

This is a café-restaurant which uses traditional partie method. They don’t use their capital plant properly. It is an expensive way of running a kitchen. Access to raw food materials from the storage areas is very much easy. Communication between restaurant staffs and kitchen staffs is better.

Service Systems: There are five types of services which are internationally recognized. Such as English, Russian, French, American and Buffet services.
French Service: Food is partially prepared and served from the gueridon.
American Service: Usually called plate service. It requires minimal training for novice waiters.
English Service: This is known as family service. Host indicates the person to be served first then he or she may serve all other courses.
Russian Service: Fully prepared food is neatly arranged on silver platters and the waiter serves from the silver tray by one hand.
Buffet Service: Also called self service. Food is classified and arranged on a long table along with the cutleries and other service equipments.
Atrium
This is an upscale restaurant which basically serves with silver platters that is known as the Russian service. In the lunch time they provide the buffet service.
Grandisoe(Dhaka Regency)
This top class restaurant has a great variation of service method. It uses all the services which are internationally recognized when appropriate.

Escape from Shanghai
This is a typical café which provides only the American service where food is arranged on the plate before the waiter brings it on the diners table.

After having some firsthand data from these three restaurant outlet, we can identify different types of food production and service system.

2.(a) Evaluate selected restaurants staffing implication.
Restaurants are sometimes a feature of a larger complex, typically a hotel, where the dining amenities are provided for the convenience of the residents. Staff organization is basically concerned with matters such as the decision of tasks within the restaurant, position of responsibility and authority and the relationship between them. It helps in introducing the concepts of span of control, level of management and delegation of power and responsibilities.
All types of catering establishment require a variety of staff positions in order operate effectively and efficiently. The food and beverage service department usually has the largest staff. The important duties and responsibilities of the restaurant staffs are discussed below.
Food and Beverage Manager: The food and beverage manager is the head of the food and beverage service department and is responsible for its administrative and operational work. He direct, plan and control all aspects of food and beverage services.
Assistant Food and Beverage Manager: He assists the food and beverage manager in running the department by being more involved in the actual day- to-operation. He also helps section heads during busy periods and taking charge of an outlet when outlet manager is on leave.
Restaurant manager: Restaurant manager is responsible for directing and supervising all activities pertaining to employee relation, food production, sanitation, guest service and operating profit and main job is to set and monitor the standards of service in the outlets. He trains the staff by conducting a daily briefing in the outlet.
Room Service Manager; Room service manager reports directly to the food and beverage manager and is responsible for the food service outlet. He checks that the service rendered to the guests conforms to the standards set by the hotel.
Bar Manager: Bar manager organizes and controls a bar’s operations and arranges the purchase and pricing of beverages. According to budget; selects trains and supervises bar staff.
Banquet manager: The banquet manager supervises the banquet operations, sets up breakdown services according to the standards established by the hotel.
Other staff designations: Various designations are senior captain, reception head waiter, captain, waiters/ commis de rang, trainee, wine waiter, room service waiter, carver, floor service staff, lounge staff, cocktail bar staff, buffet assistant,counter assistant,table clearers and on.
Staff Organization at Atrium:

Restaurant Manager Senior Waiter Beverage Manager Controller Captain Assistant Bar Tender Assistant Waiter

Restaurant Manager: Mr.John Mojumder is the restaurant manager of Atrium and he is responsible for directing and supervising all activities pertaining to employee relation,food production,sanitation,guest service and operating profits.
Captain: The captain has overall responsibility for operations. He prepares the duty charts in consultation with the manager. Mr.Masud Rana is the captain of the Atrium.
Controller: Mr.Mamunur Rahman is the controller of the Atrium. He is responsible for preparing the budget for the department.
Senior waiter: In the Atrium there are four senior waiter work together to provide the service..
Assistant waiter: There are 6 assistant waiters in the Atrium. They have the ability to perform the duties of a senior waiter and be a substitute of a senior waiter..
Bar tender: At Atrium soft drinks and non-alcoholic beverage is served. If any person wishes to drink any alcoholic beverage, he has to bring it from outside the establishment and he must be foreigner.

Staffing Implications of Grandiose (Dhaka Regency):

Grandiose has a wide range of service staffs and positions. We can see a good team spirit among the staff of Dhaka Regency as the all share the service charge equally.

Restaurant Manager

Waitresses (02)
Waiters (10)
Bus Boys Senior Waiters (06)
Hostess (02)
Captains (02)
Supervisors (02)
Asst. Manager Restaurant

Staffing Implications of Escape from Shanghai:

This café has a simple staff organization.Restaurant Manager
Asst. Restaurant Manager
Service Man
Service Man

So, after observing these three restaurant outlets physically we can judge the quality and range of the staff organizations. We also can see the differences of these outlets.

3.(a) Describe various methods of food preparation:
Cooking methods are divided into three categories: dry- heat, moist-heat, and combination heat.
Dry-heat cooking method: In this category sautéing, pan-frying, deep-frying, grilling, broiling, roasting, baking etc. cooking methods are used.
Moist-heat cooking method: In this category poaching, simmering, boiling, steaming and blanching cooking methods are used.
Combination cooking method: Braising, stewing and stir-frying cooking methods are used in this category. Cooking methods used at ATRIUM: This restaurant serves Thai, Continental and Indian cuisine.
Thai cuisine: For this food poaching, steaming, deep-frying, and baking methods are used.
Continental cuisine: Sautéing, grilling, boiling, baking and roasting methods are used.
Indian cuisine: Pan-frying, deep-frying, braising, stewing and stir-frying methods are used.

Cooking methods used at GRANDIOSE: This outlet serves Thai, Chinese, Continental and Indian cuisine.
Thai cuisine: Poaching, baking, steaming and deep-frying are used to prepare this type of food.
Indian cuisine: Braising, stewing, pan-frying, deep-frying methods are used.
Continental cuisine: Grilling, boiling, baking, roasting methods are used to prepare the food.
Chinese cuisine: Baking, poaching, steaming, deep-frying and pan-frying methods are used.
It is easily stated that both outlets use the same method for the particular cuisine.

4.(a) Describe menu and its types. A menu is a presentation of food and beverage offerings. Menu is the statement of food and beverage items available or provided by food establishments primarily based on consumer demand and designed to achieve organizational goal. In a restaurant menu is the list of dishes to be served or available for a diner to select from. Depending on the establishment and the occasion, the menu may be plain or artistic in its presentation.
In a restaurant, a menu is the list of dishes to be served or available for a diner to select from. The items that are available for the diner to choose from are broken down into various categories, depending on the time of day or the event.
Compilation of menu is an art ( most important part of a caterer’s work) that is acquired only through experience and study.
Menu is the prime selling instrument of the restaurant. Menu controls and directs outlets operations. Menu communicates between restaurant and guest.

Figure: Communication between restaurant and guest through menu.
Menu should be planned by the Executive chef, Food and beverage manager, F&B controller.

Type of Menu

In a restaurant, a menu may be a la carte – which guests use to choose from a list of options – or table d'hôte, in which case a pre-established sequence of courses is served.

An A La Carte menu, is a multiple choice menu, with each dish priced separately. If a guest wishes to place an order, an a la carte is offered , from which one can choose the items one wants to eat. It is important to inform the guests about the time the preparation might take.
Table d’hôte is a French phrase which literally means “host’s table”. It is used to indicate a fixed menu where multi-course meals with limited choices are charged at a fixed price. Such a menu may also be called prix fixe. Because the menu is set, the cutlery on the table may also already be set for all of the courses, with first course cutlery on the outside, working towards the plate as the courses progress.
Applied knowledge
For practical application we visited three different restaurant: Atrium, Grandiose restaurant, and Escape from Shanghai.

Here the menus of these restaurants are given below

Atrium

Atrium is a first class catering service provider where consumers have many choices to eat & drink. Atrium offers food & bevereges with two type of menu. A la carte menu is available whenever customers demand. At lunch time buffet service is provided which is table d’hote menu.

4.(b) Explain the factor which affect menu and recipe development:

In a restaurant, a menu is a presentation of food and beverage offerings. Recipe is the combination of processes and ingredients with portion to cook food and make beverage. Menu engineering and recipe planning are art that is acquired only through experience and study. Menu should be planned by the executive chef; F&B manager, and F&B controller. Some factors can affect menu development of a restaurant outlet. Such as,
Different type of food, in a restaurant there can be many type of food. To develop a menu properly F&B manager should separate the cold and hot dishes.
Market demand, menu should be developed according to the demand and taste of the customer.
Laws and regulations, restricted food is and beverages are avoided while developing the menu.
Seasonality (minor effect), though nowadays it has a minor effect on the menu development, availability of the seasonal fruits and vegetables should be considered.
Revision of price, if the controller realizes that the price should be revised then the menu development can be affected.
Competition, this can also affect the menu development. While developing a menu one should consider the price and types of food it’s competitors are offering.
Size and verities of the restaurant outlets, these factors can affect the menu development. Different outlets with different size may need special consideration while developing the menu.
Types of guests, like Dhaka Regency, the menu may be developed according to the type of guest. Such as, a hotel has a 70% occupied rooms by Indians, it may develop the new menu by adding some Indian food such as dhokla, dosa, alu paratha, matan masala, tanduri chicken etc. these additions may attract the guests to eat in the outlet.

To develop a recipe, a F&B manager may consider the following factors,

Availability of the ingredients, the ingredients, by which the food is to be made, should be available if the item is to be placed on the menu.

Geographical area, this factor should be the prime concern before developing a recipe. Because a restaurant should cook the regular food what the people of its surrounding environment like to eat.

Monotony, if the customers become monotonous with the food they eat, the restaurant should change the recipe and try to make something more appetizing.

Turnover, retirement or change of chef, if the executive chef or head chef of a restaurant retires or gets changed, the new chef may develop some new recipes.

Cost, this should be considered while developing a recipe. The cost of food should not exceed 37.5% of the total cost of the hotel. To control the cost the chef should monitor the portion control of the food and beverages.
So, these are the factors one should consider before constructing an menu or recipe because they can affect the menu and recipe development.

5.a. Factors affecting the compilation of Alcoholic beverage list
Compilation of Alcoholic beverage list is one of the most important part of a caterer’s work. Compilation of Alcoholic beverage list is an art that is acquired only through experience and study.
Beverage list should be planned by the Bar manager, Food and beverage manager, F&B controller.
Rules and regulation
Compilation of an Alcoholic beverage list is influenced by a range of different factors. Some of the factors are as follows: Cost of the beverage

Price of the beverage

Compilation of Alcoholic Beverage List Supply available

Customer demand

Outlet’s established goals
Profitability

Type of the outlet

Figure: Factors affecting the compilation of Alcoholic beverage list

Customer demand: The beverage list must combine those alcoholic beverage items that have the actual and potential market demand. When compiling a beverage list the customer need must be in mind in order to satisfy customers to run a profitable beverage outlet.
Supply available: One of the most important thing to be considered when compiling the alcoholic beverage list is the availability of supply of the beverage of the items. Supply of alcoholic beverage items are not available in all countries. Availability of supplies affect the beverage list at a great extent.
Rules and regulation by the government: Rules and regulations of both the importing and exporting countries influence the items in an alcoholic beverage list.
Type of the outlet: The type of the outlet also determine the type of beverage they want to serve. The large establishment may include a great variety of beverage items, whereas small properties may serve only some most common type of beverage.
Cost of the beverage: The cost of the beverage is one of the most important determinant also. Items that cost much are sometimes avoided to enlist as the are more likely less frequently sold.
Price of the beverage: The price also determines the beverage items in the traditional view of that the high priced items are preferred to less priced. But it is not considered when customers demand an alcoholic beverage of high price.
Profitability: Every business is run for profit. So whenever any alcoholic beverage list is made the profitability of the operation with these items are considered. Items those will bring more profit are included and those are not included that are not profitable.
Outlet’s organizational goal: Every organization has its own goals. To achieve these goals outlets design their beverage lists in a way that will lead them to the organizational goals in short run or in long run operation.

5.(b) Planning and Development of an Alcoholic beverage and wine list for ‘Club 13’ Considering the factors and organizations’ policy a detail plan for beverage and wine list must be developed. In simple term, planning is deciding in advance what is to be done and how to be done. In planning process, bar or other type of outlets forecast the demand and supply factors, estimate the budget, establish a menu or wine list and finally develop the procedure. Dhaka Regency Hotel has already had a good wine list in the Club 13. Observing the outlet’s surroundings we can say Atrium restaurant can have a good wine and alcoholic beverage list. To develop a wine list for Atrium we may follow the list we got from the Club 13 of Dhaka Regency.
Here the wine list of the ‘Club 13’ is provided

6.a.List the action you would take to provide quality standards, monitoring the health, safety and security of working environment. Quality standards describe a required level of performance that establishes the quality of work that must be done. Quality standards state not only what must be done they also describe in detail how the job must be done. It reflects the service quality of the restaurant and increase property’s image. The most important achieved by having individuals who actually perform the tasks contribute to the standards that are eventually adopted by the department.
Reference is made to service provision as a process and the term quality appears in various contexts.TQM is one all-embracing approach which enables an organization develop a more holistic view of consumers, quality issues and provision as ongoing process. Every outlet needs long-term commitments to constant improvement. Employees need to be trained to understand customer-supplier relationship. Purchasing practices need to consider more than just the price-they must also consider the total cost. Improvements in delivery systems also need to be managed. Introduction of modern methods of supervision and training needs to be explained to avoid fear and intransigence. Breaking down inter-departmental barriers by managing the service process tp improves communications and teamwork. Eliminating goals without methods and standards based only on numbers. Development of ongoing human resource management strategy to develop experts. Providing safety and security in a restaurant is the broad task of protecting people-guests, employees and assets. Restaurant security effort may involve access control, perimeter control, alarm systems, communication systems, lighting, closed-circuit television, credit and billing procedures computer security, staffing, employee training, emergency procedure and so on. For safety and security purpose I must construct the job safety analysis, concern about the safety training, follow the Occupational Safety and Health Act (OSHA) which was enacted in 1970 to protect the worker at the workplace as well as the guests.

6.(b) Identify issues to be addressed for future betterment and suggestions
We have mentioned before that we visited three different restaurants. Each restaurant is quite efficient at their present performance respectively. But for future growth and development here some recommendations and suggestions are offered for each.
Grandiose
Newer and newer menu should be added to help customers get rid of monotony.
Menu should be revised in every three months to see its strength and weakness.
Watching the competitors, what new strategies they are applying now.
Training to the employees for the quality service.
Promotional campaign should be initiated on a regular basis. Food festivals and such promotional activities should be often undertaken. Enhancing variety in every aspects of the restaurant operation is another way to motivate both the customers and the employees. Seeking differentiations and uniqueness in mise-en-place and mise-en-scene other than that of competetors.
Atrium

Atrium is an experience to savor, embracing all the flavor of our regional heritage with a distinctive menu of continental and oriental specialties.

Though it is an established restaurant in the city it still has some way to improve the quality of the food and service.
The design of this well structured restaurant should capture the spirit of nature. That’s why it may increase its tree plantation around its surroundings.
Foreigners bring their own alcohol in this outlet. For more profit, Atrium can serve the alcohol on premises
Training should be perfumed frequently among the employees.
Management should concentrate more on the promotional tools.
Breakfast can be served in their menu.
New recipe should be added frequently.

Escape from Shanghai

This is a busy café plus restaurant in Dhaka so the lack of quality may occur. There are many ways to improve the quality of this restaurant.
The staff should learn to speak English
Privacy may be improved
Waiters should wear clean uniforms
New food and beverages must be added
Should concentrate on their ritual flavored cuisine. So, these are some place where these three restaurants can still make some improvements.

Acknowledgement

1. Mr. Simon, F&B manager, Dhaka Regency 2. Mr. Hasib, Assistant F&B manager, Dhaka Regency 3. Mr. Rajib Hasan, Executive Sous Chef , Dhaka Regency 4. Ms. Afra lham, Dhaka Regency 5. Mr. Mahmud Hossain, , Dhaka Regency 6. Mr. Masud, Atrium Restaurant 7. Mr. Omar Faruk, Restaurant manager, Escape from Shanghai Cafe

Bibliography
We have searched many sources for the information and visited many places to collect the first hand data.
Websites:
http://samplecode.rockwellautomation.com/idc/groups/literature/documents/br/food-br001_-en-p.pdf http://www.answers.com/topic/menu#ixzz1Dlq9XmvF Textbooks:
Food and beverage lecture sheets.
Housekeeping Management by Michael L. Kasavana.
Outlets:
Atrium

50 & 52 Progoti Sharani, Block J, Baridhara, Dhaka 1212.
Tel: 8810692, 01712444422

Grandiose(Dhaka Regency)

Airport Road, Nikunja 2, Dhaka1229 Tel-+88028913912 Fax- +88028911479

Escape from Shanghai
Dhanmondi 03, Mirpur Road, Dhaka.