CTH Food and Beverage Operations by BPP Learning Media

By BPP Learning Media

BPP studying Media is proud to be the authentic writer for CTH. Our CTH learn publications give you the excellent tailored studying source for the CTH examinations and also are an invaluable resource of reference and knowledge for these making plans a occupation within the hospitality and tourism industries.

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Example text

Kitche en porters are e in most cases provided by an external agency a and bo ooked as and when w required. F O R D I S C U S S I O N Are kitchen porters an inte egral part of the t kitchen tea am? 40 2: FOOD PR RODUCTION 2 Kitchen n design n and pla anning consider c rations When planning a kitchen there t are man ny factors to consider. c Each design eleme ent must work k together, to create a smooth s runnin ng kitchen ope eration, and in nclude control,, safety, business yield and employee satisfaction.

29 FOOD AND BEVERAGE OPERATIONS 5 In-house residential customers Manager to approach in lobby and create awareness Hostess to call occupied rooms to encourage reservations Educate bell boys to include on tours when checking-in Provide incentives to bell staff and receptionist to secure reservations on check-in Marketing literature in-room Promote outlet on in room TV Using tent cards cross promote in other areas of hotel Complimentary drink voucher to encourage visit with potential for additional purchase Advertise in lifts Build discounts into any existing loyalty programme ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ External, local customers Business card drops Educate sales teams to promote outlet Advertise on local radio Billboard advertising on exterior of restaurants Invite local restaurant reviewers from newspapers Cross promotions with local retailers Mail outs to local businesses Corporate discounts for local businesses Advertise in local business directories E-mail, podcasts, facebook advertising ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ 6 Food and beverage → Communication Concierge and Bell Desk Training of staff to up-sell in-room Food and Beverage products Training of staff to up-sell in-house Food and Beverage outlets and services → Reception Incentives for receptionists to sell restaurant seats Issuing of any vouchers for welcome drinks Directing to Food and Beverage outlets Dealing with Food and Beverage delayed charges to customers’ bills Checking mini bar consumption on check-out Depositing cash takings after shifts Petty cash ‘emergencies’ → Sales and Marketing Photo shoots of Food and Beverage facilities and outlets for sales literature Attending and making a good impression to prospects when visiting the hotel Working with sales representatives during ‘familiarisation trips’ Maintaining a good product to retain and attract customers 30 1: INTRODUCTION TO FOOD AND BEVERAGE → Maintenance Reporting any faults in equipment of facilities within the Food and Beverage outlets → Accounts Creating and approving budgets Raising purchase orders for capital items Payroll Security → Suspect packages Customer theft – bag snatches Rowdy customers Employee bag searches 7 Revenue centre Restaurant Coffee shop Bar Lounge C&B Room service ?

As the Re estaurant Supe ervisor, the everage Directtor has asked you to come up u with ten ideas each on h how to increasse Food and Be reservationss from: 1. 2. In-ho ouse residentia al customers. Exterrnal, local custtomers. 1 11, the Food and a Beverage department within w a hotel iis just one dep partment that works towards provid ding a quality service to customers. 11: 1 Food an nd beverage reelationship witth main hotel departments d A C T I V I T Y 6 O n g o i n g Complete the gaps in the diagram below w by considerring other wayys that the foo od and beverag ge he other deparrtments within n the hotel.

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