Ch.5: One Topic - Stewarding Department

One topic about F&B operations: Stewarding Department

As the textbook/notes cover mostly food and beverage operations on land, we have researched some F&B operations on the sea about Stewarding Department. This is based on a floating restaurant F&B operations.



The Stewards Department is responsible for the following:

A. Food and Dry Stores

     1. Purchases

     2. Stowage

     3. Stock Rotation

B. Planning and serving balanced and nutritious meals

C. Sanitation of responsible areas

D. Maintenance of responsible equipment

E. Trash and waste disposal

F. Emergency response as necessary

G. Sanitary and Personal Hygiene

• 1. Practice good personal hygiene and hand washing while maintaining a neat and clean personal appearance while on duty.
• 2. Perform their duties in accordance with accepted standards for safe food handling and sanitation within their work areas.
• 3. Cleaning implements (scrubbers, cloths, etc.) shall be cleaned and dried when not in use or soaked in a bleach solution or other cleaning solution between uses.
• 4. All food service equipment shall be properly cleaned after each use including the preparation area and drink dispensers.
• 5. Countertop areas and equipment on the Mess Deck shall be cleaned/wiped down at least daily.
• 6. Tables, seats and benches shall be wiped down after each meal.
• 7. Mess Decks shall be swept and swabbed daily. Thorough washing of the Galley deck should occur at least weekly.
• 8. All non-skid mats in the Galley shall be washed and disinfected at least weekly.
• 9. Mess Deck and Galley overheads and bulkheads shall be wiped down with a cleaning and disinfecting solution at least once per month.
• 10. Areas (decks and bulkheads) around trash receptacles should receive daily attention.
• 11. Prior to all port arrivals, storerooms and reefer spaces shall be cleaned and organized in preparation for inspection by port authorities and replenishment.
• 12. Be alert for signs of contamination or infestation by pests (insects, rodents, etc.) in Galley and Storerooms. Report such findings to the Master at once.
• 13. No food, galley supplies or equipment may be removed from the ship without the Master’s approval.
• 14. Food Handlers must show evidence of updated immunizations to include:
•   a. Measles/Mumps/Rubella
•   b. Hepatitis “A”
•   c. Annual Purified Protein Derivative (PPD)        (Tuberculosis Test)
•   d. A current tetanus shot is recommended

H. Daily Operations

• 1. Cooks shall be present at their workstations (Galley, Mess Deck, Storerooms, Reefers) during their normal work hours including overtime periods.
• 2. Serve meals promptly at posted meal times. The Master establishes meals times aboard ship.
• 3. Meals should be served at the proper temperatures.
• 4. Ensure proper stock rotation of all foodstuffs to minimize or prevent waste and spoilage.
• 5. Upon receiving stores and provisions, items should be dated as necessary to assist with stock rotation.
• 6. Maintain order in the stowage of provisions: similar items should be stored together; incompatible items should be stored away from one another.
• 7. Store foods at proper temperatures to prevent spoilage.
• 8. Wash or rinse produce as appropriate prior to serving it.
• 9. Ensure availability of foods (midnight rations) for after-hours diners. Leftovers from regular meals may fulfill this requirement as long as they can be made available in convenient portions and in a sanitary manner.

I. Planning

• The Steward is responsible for planning menus and preparing requisitions.

Ch.5: Functions of F&B Operations

Food and Beverage Operations

Functions of Food & Beverage Operations

The Food & Beverage function embraces all aspects of the industry related to the supply and service of food and drink, alcoholic or not. It includes not only the revenue producing areas such as catering and banquets, restaurants and room service, lounge and bar, but also the supporting services like wash-up, still room, kitchens, stewarding, still room and stores. All can be seen in a wide variety of sectors in both market and cost oriented operations. In the hotel industry, food and beverage revenues account for about 40% of total sales.

Ch.4: Hotel Guest Cycle & KPIs

Hotel Guest Cycle & Key Performance Indicators (KPIs)

Hotel Guest Cycle

A guest cycle describes what a guest goes through during 5 stages:
Pre-arrival 1.) Enquiry
2.) Reservations
3.) Confirmation
Arrival 4.) Arrival
Stay 5.) Registration/check in
6.) Transfer to room
7.) Inhouse
Departure 8.) Settlement of account
9.) Departure


Read more for reference: http://wiki.answers.com/Q/What_is_guest_cycle_in_context_with_hotel_industry#ixzz1KvCDNqAC

Hotel KPIs


Hotel KPIs help organisations understand how well they are performing in relation to their strategic goals and objectives.

They also provide the most important performance information that enables the hotel or their stakeholders to understand whether the organisation is on track or not

1. Percentage of Occupancy

  From the above statistics, it is nearly 75%-85% of occupancy rate for all categories. It is high  overall. The occupancy rate in 2009 has decreased compared to last year. However, high tariff B hotels and medium tariff hotels have higher occupancy rate than tourist guesthouses and high tariff A hotels. It means that customers would like to choose medium level hotels.

When hotels are divided by distract, hotels in Mong Kok and Yau Ma Tei are the highest occupancy rate. It implies that they prefer to stay in some hotels with good transportation.

2. Average Daily Room Rate (ADR)

 s Revenue increases overall

s No relationship between occupancy rate and average daily room rate

s Relationship between occupancy rate and revenue is positive

3. Customer Origin

Higher occupancy rate and revenue:

sHong Kong: increased business from the cooperate and wholesale sectors by individual visiting scheme

sTokyo: aggressive pricing strategies

sShanghai: Shanghai World Expo, improved food and beverage income

sBeijing: an improvement in commercial activities at the Chinese capital

         àMore domestic customers make consumption

Lower occupancy rate and revenue:

sBangkok: The state of emergency imposed by government

Ch.4: One Topic - Night Auditor

One Topic about Room Division - Night Auditor




A night auditor is a person who works at night at the reception of a hotel. He typically handles both the duties of the front desk agent and some of the duties of the accounting department. This is necessitated by the fact that most fiscal days close at or around midnight, and the normal workday of the employees in the accounting department does not extend to cover this time of day.
In larger hotels, night auditors may work alongside other nighttime employees, such as security officers, telephone attendants, room service attendants, and bellhops. In smaller hotels and motels, the night auditor may work alone, and may even only be "on-call", meaning that once he or she completes running the daily reports, the auditor retires to an area away from the desk while remaining available to attend to unexpected requests from guests.

Ch.4: Depts & their Functions in Room Division

The Depatments and their functions in Rooms Division

The Room Division is generally composed of 7 different departments and have their own functions, which play essential roles in providing satisfactory guest services to customers.

1. Front Office

The Front Office is the most visible department in the hotel, with the greatest amount of guest contact. The front desk and cashier sections are located in the busiest area of the hotel’s lobby. The front desk itself is the focal point of activity within the front office. Guests are registered, assigned rooms and checked out at the front desk.

2. Reservations

The reservation function is responsible for receiving and processing reservation for accommodations in the future. Reservation agents must maintain accurate reservation records and closely track availability to ensure that no date is overbooked.

3. Housekeeping

Housekeeping and laundry are almost important front office support sections. They inspect rooms for sales, clean occupied and take care of the property’s linen.

4. Concierge

They should have knowledge of the city and speak several languages. They assists guests with restaurant reservations, directions, tickets to shows, etc.

5. Guest Services 


They have to solve some problems of guests. For example, they do not know how to enjoy the room service, then guest services officers have to answer them how to order that.

6. Security

It can make sure that all people and important items are protected in the hotel.

7. Communications

To ensure efficient rooming of guests in vacant and ready rooms, the different sections must inform each other promptly of any changes in the status or availability of the rooms. Close coordination and cooperation help ensure guest satisfaction.

Ch.3: Interesting Topic about Hotels

Theme hotel:   Building/ Castles/ Palaces Hotel

http://www.unusualhotelsoftheworld.com

Molja Lighthouse

Introduction:

150 year-old lighthouse at the entrance to the harbour of Aalesund

The interior of the lighthouse is completely round, only 3 meters in diameter, but through effective use of the available spaces, Molja now boasts a bedroom upstairs and a bathroom downstairs.

The interior design was carried out by Snohetta, Norway's most well known architects (designers of Oslo Opera House and Ground Zero museum in the New York City among many other landmark projects). They have carefully achieved a wonderfully distinctive blend of modern facilities with the historic and rustic interior.

Masseria Montenapoleone

Introduction:

Fortified 16th century farm with local produce delicacies

As the gates of this fortified farm close behind you, you are wrapped in the beauty of nature which invites you towards the entrance. Oleander bushes, bougainvillea and olive trees line your path. Bales of hay and an old well still full of water, are the first whispers of the activity which will be part of your life during your stay. With "Rustic chic", re-utilising artefacts and farm instruments of long ago, the Masseria has created a warm yet stylish ambiance.

The Masseria, was refurbished and renovated not to stand out - but rather to be part of the nature around it. Some of the rooms are the original caves and dwellings of the first settlers in the area hundreds of years ago. Each room, corner and private area has been redesigned or embellished to encompass the natural beauty which it already possesses.

When you open the door of one of the suites, you are carried away to a world of serenity and unique rustic beauty. Each suite has been designed differently with revived artifacts which are both a journey into imagination, and a memory of a time gone.

Ch.3: Vacation Ownership

What is vacation ownership?
Vacation ownership also known as timesharing offers consumers the opportunity to purchase fully furnished condominium style vacation accommodations in a variety of forms such as fixed weeks, floating weeks, points based clubs, fractionals and cruises for only a percentage of the cost of full condominium or vacation home ownership. Two basic types of timeshare units are sold: fee simple where the buyer gets title to a fraction of the unit; and right-to-use where the purchaser is entitled to use the unit for a specified period of time, but does not have an ownership interest. For a one-time purchase price and payment of a yearly maintenance fees and taxes, purchasers own their vacation either in perpetuity or for a predetermined number of years. More than 5 million families have discovered the benefits and affordability of buying one or two weeks of vacation ownership rather than year-round ownership of a condominium unit or second home.
 
Where are most vacation ownership resorts located?
Vacation ownership resorts are found across the globe in most every popular vacation destination. You'll find vacation ownership resorts near beaches, ski areas, attraction areas, major cities, rivers and lakes.
 
How does vacation ownership work?
Each condominium, or unit, of a vacation ownership resort is divided into intervals, either by the week or points equivalent, which are sold separately. The condominiums are priced according to a variety of factors, including size of the unit, resort amenities, location, and season. For a one-time purchase price and payment of yearly maintenance fees and taxes, purchasers own their vacation either in perpetuity (Deeded) or for a predetermined number of years (Right to Use). Ownership entitles you to a certain amount of time in that property per year. Owners share both the use and the costs of upkeep of their unit and the common grounds of the resort property.
 
What are the advantages to becoming a vacation owner?
The advantages are numerous. Vacation ownership secures affordable, diverse quality vacations for life. Simply put, vacation ownership provides tomorrow's vacations at today's prices. But there's more. Typically your vacation ownership accommodations far exceed your typical hotel room. Luxury rooms, kitchens, multiple bedrooms and baths, they're really a home away from home.
 
How many people are vacation owners?
It is estimated that more than 5 million families have discovered the benefits and affordability of buying one or two weeks of vacation ownership rather than year-round ownership of a condominium unit or second home.
 
What are some of the most common vacation options?
Whole ownership of a vacation home or condominium... Pay rent to hotels & motels... Rent or purchase a motor home...Or, Vacation ownership where you receive all of the same benefits of condominium or vacation home ownership at a fraction of the price because you only purchase the time that you need. 
 
If I purchase, when will I receive my deed?
After the deed is recorded at the county courthouse. It is then sent to you along with your title policy. With most sales the usual time frame is approximately ninety days. There are exceptions to this as some counties take longer to process. 
 
Can I ever sell my vacation ownership?
Yes. Once you are the legal owner of a vacation ownership week, you may sell it at any time.

Example:

1. Hilton Grand Vacation Club

http://www.hiltongrandvacations.com/index.php

Hilton Grand Vacations - Vacation Ownership at Its Best
People who make leisure travel part of their lifestyle understand that taking regular vacations is mentally and physically important to enjoying life to the fullest. Vacation ownership - or timeshare as it is also known - provides an alternative to standard vacationing options and helps travelers maximize their vacation dollars and their vacation time.

Hilton Grand Vacations - the Hilton brand of vacation ownership - was developed to provide a smart, simple way for travelers to design and enjoy the kind of vacations they want every year.

2.  Marriott Vacation Club

http://www.marriottvacationclub.com/index.shtml

For over 25 years Marriott Vacation Club has been helping our owners make their dream vacations a reality. We’re part of Marriott, a company that has stood for quality, service and an uncompromising commitment to excellence since 1927.

3. Aegean Blue Vacations

http://www.aegeanbluevacations.com/

 

 

Aegean Blue Vacations comprises a group of top quality resorts in Rhodes and Crete, each offering an exciting holiday world where members’ interests come first. We pride ourselves on offering the finest accommodation possible to make holidaying in Greece a happy and memorable experience for members and guests alike.