HOSPITALITY INDUSTRY & FOOD SERVICES

Learning Objectives:

At the end of the chapter, the students can:

 Discuss the structure of the accommodation sector

 Discuss the star rating system for the major categories of accommodation

INTRODUCTION

In this chapter, we are principally concerned with examining the commercial accommodation and
catering sector. It must not be forgotten, however, that this sector represents just one element of the hospitality
business and is often in competition with large non-commercial hospitality suppliers that are no less important
to tourism.

The United Nations World Tourism Organization (UNWTO) estimates that the world hotel room
inventory grows about 2.5% a year. Occupancy rate vary, but they average about 65% overall in a normal
year. Such places as Beijing, London, New York, San Francisco, Hawaii, the Caribbean area, and the city of
Las Vegas are noted for higher occupancy rate.

Technology has had a profound influence on the lodging industry in a recent year. Over 90% of hotel
companies have websites, and industry surveys show that business travelers want internet access in their guest
rooms. Many hotels are becoming wireless. Online expenditures for hotel bookings are increasing.

The lodging industry has increased their emphasis on market segmentation in recent years. Many of
the big chains offer products at almost every price level: Full-service luxury hotels, luxury all-suite hotels,
resort hotels, moderately priced full-service hotels, moderately priced all suites, moderately priced limited
service, and economy or budget motels. Hotels and motels are classified in a variety of ways. One of the most
common is by location, such as resort, city center, airport, suburban, or highway.

CLASSIFYING ACCOMMODATIONS

Basic Terminology

Facilities for accommodations are generally identified by one of the five names: Hotels, motor inns,
motels, resorts and privately owned (guest houses).

1. Hotels: Hotels are multistoried lodging facilities which range in size from 20 rooms to hundreds of
rooms. They can be quite elegant with each room individually decorated, or they can be centered city
"flea bags". Hotels are usually found in large cities, and often a large portion of their guests are business
travelers and convention attendees.

2. Motels: Motels are the small one-story structure that are usually found on feeder highways and roads.
They can seen quite frequently along lesser known beaches. A motel provides a parking space for
automobiles directly outside the guest’s room door.

3. Motor inns: Motor inns s are the most commonly seen lodging facility in most sections of the country.
Motor inns range in height from 2 to 6 stories and often have a restaurant or bar. The distinction
between motor inns and hotels is becoming hazier as motor inns provide more and more services, such
as bellhops and room services.
 4. Resorts: Resorts may look like hotels or motor inns - the difference is that resource most often are
located at beaches or near the mountains.

5. Privately owned housing: Privately owned housing involves guest houses, condos, and time shares. It
is becoming more common for people across the united states to " take in guests". Guest houses are
privately own homes where the owners rent individual bedrooms to visitors.

Usually, baths are shared with other guests or with the family. This is a recreation of the boarding house
of days past.

Condos, short for condominiums, in the lodging industry describe living quarters that are owned by private
persons and are rented out to the public during most of the year,

Time shares describe arrangements whereby a person buys a specific time period (usually one or two
weeks) to spend at a vacation resort. The price of the time share depends on the time of the year chosen.

Location Factors

1. Center city: Center city properties are usually located in business districts. They usually cater to
business travelers and are capable of hosting large conferences.

2. Suburban: More and more properties are locating in the suburbs because of real estate prices and
population migration from downtown areas. Often this are near shopping centers or recreational
facilities such as golf courses.

3. Airport: Airport locations have increased in number as the flying public increases. These, at first, where
designed to accommodate business travelers making connections during week long trips. Later, they
evolved into larger full service, multiroomed establishments with conference space for meetings.

4. Resorts: As discussed in basic terminology, resorts refer to properties usually seen in areas of great
scenic beauty or without standing recreational facilities. The mountains and seashore are typical
examples.

5. Highway: Highway properties accommodate the vast interstate audience. Their billboards and neon
signs loom over the landscape, giving at automobile travelers on long journey.

Function and Primary Market

Another means of classification is by what activity usually takes place at the property. This also involves
what market, what kind of guests, and use the property.

1. Commercial: Commercial properties are generally located in center city for the convenience of the
business travelers. Airport properties can also be considered commercial properties in function,
drawing overnight business travelers.

2. Convention: Convention properties are commercial properties that have the capability of hosting
conferences and meetings. They have multiple meeting rooms and often large spaces where trade
shows can be held.
 3. Extended stay: The term " extended stay " denotes lodging facilities designed for guests who need long
term accommodations. They usually include kitchen and sitting rooms in each unit, thus, are also called
"Suite" properties.

4. Casino: Casino properties offer patrons opportunities to sleep cheap, yet spend big. Some of the most
elaborate and largest hotels in the world are properties that feature casinos including Las Vegas, Reno,
Atlantic City and many Caribbean islands.

5. Resort: Sunning at the beach, skiing, riding horses, physical fitness training, golfing and playing tennis
are but a few of the activities that denote the functions of the resorts. They appeal to vacation seekers
from all walks of life.

Quality Ranking

5 star - outstanding, one of the best in the country

4 star - excellent, top quality design and services
3 star - very good
2 star - good
1 star – average

Benefits of Star Ranking System

1. Provides an objective and reliable means of choosing accommodations

2. Allows the traveling and vacationing public to plant trips based on specific facilities and services.
3. Establishes consistent standards, removing fear of unknown.
4. Informs visitors of the diverse range of accommodations available.
5. Increases minimum standards of accommodations.
6. Improves marketability of properties.
7. Helps to identify industry strengths and weaknesses.

Categories

1. Hotels
2. Resorts
3. Apartment hotels

That DOT star rating system for hotels and resorts is categorized into seven dimensions:
 Arrival and departure
 Public areas
 Bedrooms
 Bathrooms
 Food and beverage
 Business practices
 Amenities

The kitchen and lounge areas are only included in apartment hotels. Each category has numerous indicators
that describe the availability, quality, and condition of the facility as well as the service, and every indicator
has corresponding points. Quality judgment is used to determine whether the facility or service is
unacceptable, acceptable, good, very good, excellent or outstanding. A total of 1,000 points has been set as
the maximum number of points that can be achieved by hotels, resorts, and apartment hotels. The percentages
of this dimensions contribute to the total score of the hotel.
 The criteria for rating system are composed of seven major business area. The lounge area and the
kitchen are is only used for apartment hotels.

Business area hotel

Arrival and departure - 10%
Public areas - 10%
Bedrooms - 30%
Bathrooms - 15%
Food and beverage - 15%
Lounge area * - n/a
Kitchen area * - n/a
Amenities - 10%
Business practices - 10%
Total - 100%

All hotels, resorts, and apartments are required to subject to NAS. A corresponding accreditation fee
is also assigned depending on the number of stars the hotel applies for, and a validity of the award lasts for 2
years.

There are five levels of accommodation standards ranging from 1 to 5 stars. The star bands for
hotels, resorts, and apartment hotel are as follows:

a. One star: 25 to 40% achievement (251 to 400 points) - these enterprises appeal to budget minded travelers.
There is a limited range of facilities and services.
b. Two star: 40 to 55% achievement (401 to 550 points) - this enterprises appeal to the tourist seeking more
than basic accommodation. They offer expanded facilities and higher level of comfort.
c. Three star: 55 to 70% achievement (551 to 700 points) - these enterprises offer a very good level of
accommodation. There are more spacious public areas, higher quality facilities, in the greater range of
services.
d. Four star: 70 to 85% achievement (701 to 850 points) - these properties are upscale in all areas.
Accommodation is refined and stylish. Service is responsive, often including an extensive array of facilities.
e. Five star: 85 to 100% achievement (851 to 1,000 points) - these properties reflect the characteristics of
luxury and sophistication. The facilities are world class in every manner and the meticulous service exceeds
all guest expectations.

Each dimension consists of a number of indicators which describe the existence or availability, quality
and condition of the facility as well as the service. Every indicator is allotted points. A maximum of 177
indicators are evaluated in a hotel. 186 for resorts and 196 for apartment hotels. Accumulation of points
determines the grade level. Quality judgment is used to determine whether a facility or service is unacceptable,
acceptable, good, very good, excellent or outstanding.

Mandatory and minimum requirements have also been established, mandatory (M) requirements for
entry into the grading scheme and minimum (m) requirements for entry in grade levels.

Mandatory Requirements Include:

a. Security (1-5 stars): Professional security in place 24 hours at main entry point, property and security
services designed to ensure guest the safety at all times.
b. Reception service hours (1-2 stars): Reception service available for 16 hours
c. Luggage services (1-5 stars): Left luggage services available without dedicated space
d. Other arrival / departure aspects (1-5 stars): Guests must be provided with official receipt on departure
e. Public areas- room climate (1-5 stars): All enclosed public areas are ventilated or have temperature
control initiatives and maintain a temperature between 20° to 25° year-round; except in areas where
elevation is 2,000 ft above sea level.
f. Bedroom - accessories and amenities (1-5 stars): Drinking water and one glass per guest
g. Bedroom - cleanliness (1-5 stars): All rooms are clean daily and all beds are made daily, waste being
provided and emptied daily.
h. PWD room (1-5 stars): 1 for every 50 up to 150 rooms, and one for every 100 rooms thereof
i. Bathroom (1-5 stars): Baths and/ or showers with functioning hot and cold water. Hot water which is 38°
within 20 seconds.
j. Toiletries - availability (1-5 stars): Toilet paper provided
k. Food and beverage - availability (1-5 stars): Breakfast room available
l. Kitchen - quality of appliances (1-5 stars): Compliance with Health and Sanitation Code of the Philippines
m. Amenities- guest services (1-3 star): Room services availability for minimum of 12 hours
n. Business practices (1-5 stars): Emergency and fire evacuation procedures are followed and in place,
backup generator or emergency power is available, capable of providing full power, resort meets all current
regulation and legislative requirements to operate a resort (air pollution, sanitary code, fire code,
accessibility law).

Minimum Requirements Include:

a. Bedroom- room size (including bathroom) 1 star: 16 m², 2 star: 18 square meter, 3 star: 20 m², 4 star: 25
square meter plus minimum 2% of rooms are suites, 5 star: 30 square meter + minimum 5% of rooms are
suites
b. Bedroom- accessories and amenities 2-5 stars: In room compendium with basic information on emergency
contacts, 3-5 stars: Tea/ coffee facilities in room, telephone provided in each room with direct dial, in room
compendium with extended information including mini bar price list and restaurant menu,4-5 stars: In room
compendium with extensive regional information on what to see and do
c. Reception- service hours (3-5 stars) reception service available 24 hours
d. Porter services (3-5 stars) porter services are available
e. Food and beverage - availability of restaurants - 3-5 stars: Full-service restaurant opens 7 days a week
(including breakfast), 4-5 stars: Additional specialty restaurant or fine dining
f. Amenities- guest service (4-5 stars), room service 18 to 24 hours

Other Methods of Classification

Parking facilities
One method of classification is based on the nature of the parking facilities available to the guests.
A hotel has a garage immortal has parking right outside the guest room door; and motor inns have parking
available in the vicinity of the room.

Size
Size is a simple, concrete means of further classifying lodging facilities.
Small - up to 100 rooms
Medium - 100 to 200 rooms
Medium large - 200 to 500 rooms
Large - over 500 rooms

Affiliation
Hotels or motels may be classified as independent or affiliated.
* Independents. Independence are privately owned lodging facilities that have no management alliance with
other properties. They have no external criteria to meet with regard to physical, financial, or personnel matters.
They may be associated with a hotel representative.

*Hotel Representatives. A hotel representative, who can be either an individual or a company, works for
several independent hotels of the same quality but which do not carry the same name or design.

* Chains. A chain is an organization of affiliated properties usually bearing the same name, established
operating policies, sometimes decor standards, and common reservation systems. Shane's have parent
company properties and also may franchise.

Clientele
Though type of traveler is discussed somewhat under extended - stay properties, within the function
classification, a brother way to categorize lodgings is that they may appeal to and cater either transient or
residential clientele or both.

TRENDS

Branding has been phenomenon for the last two decades and will continue to be so. The term is used
when a hospitality company owns or franchises several types of lodgings that are given different names, which
could be called brands. For example, Marriott hotels, residence inns, and courtyard by Marriott.

Timeshare Resorts
A time share is a form of ownership or right to the use of a property, or the term used to describe such
properties. Time share is also known as a vacation ownership.

Deeded Timeshare Ownership

In a timeshare, you either own your vacation unit for the rest of your life, for the number of years
spelled out in your purchase contract, or until you sell it.

Owners share in the use and upkeep of the units and of the common grounds of the resort property.

"Right to Use" Vacation Interval Option

a. Fixed or floating time. In a fixed time option, you purchase the unit for use during a specific week
of the year. In a floating time option, you use the unit within a certain season of the year, reserving the time
you want in advance; confirmation typically is provided on a first come, first serve basis.

b. Fractional ownership. Rather than an annual week, you buy a large share of vacation ownership,
such as 13 or 26 weeks.

c. Biennial ownership. You use a resort unit every other day.

d. Lockoff or lockout. You occupy a portion of the unit and offer the remaining space for rental or
exchange. This units typically have two or three bedrooms and baths.

e. Points- based vacation plans. You purchase a certain number of points, and exchange them for the
right to use an interval at one or more resorts. In a points - base vacation plan (frequently called a vacation
club) the number of points you need to use an interval varies according to the length of the state, size of the
unit, location of the resort, and when you want to use it.
Exchanging Timeshares
A major attraction of vacation ownership is the opportunity for owners to exchange their week, for
interval, either independently or through exchange agencies, to stay at one of the thousands of other resorts
worldwide.

FOOD SERVICES/ CATERING INDUSTRY

Early Food Services

Like the accommodation industry, the food service industry is a very old business.

With the development of stage coaches, taverns began providing food and lodging along the early
roads and in small communities. Some believe that these roads taverns were really the beginning of the
American hotel industry.

Menus can be too types, a la carte and table d' hote. The a la carte menu consists of a complete list of
all the food items being offered on that day. In table d' hote, a combination of items is chosen.

The food service industry consists of restaurants, travel food service, and vending and contract
institutional food service. Local restaurants are made up of establishments that include fast food units, coffee
shops, specialty restaurants, family restaurants, cafeterias, and full-service restaurants with carefully or
orchestrated atmosphere.

The Meal Experiences

The meal experience can be said to comprise four elements:
1. Food and drink
2. Service
3. Decor, furnishing and fittings
4. Atmosphere

The Food and Beverage Department Administration

PERSONNEL: The food and beverage manager is the overall director of the department. This person is
ultimately responsible for all department activities including administrative functions, food preparations, and
serving guests. The food and beverage manager supervises all employees in the department including, in an
administration, the purchasing and receiving stewards, and the controller; in food preparation, the executive
chef and the kitchen steward; and in service, the maitre d', the wines toward, in the bank with manager.
Because the various jobs in the department overlap, close coordination between all personal is needed.

PURCHASING: The purchasing steward buys all of the vegetables, fruits, meats, breads, and dry goods
needed to produce the desired meals.

INVENTORY: The receiving steward is the quality controlling for the restaurant. This person not only checks
the quantity ordered has been sent and correctly charged, but also that the quality of what is delivered meets
the restaurants standards.

CONTROLLING: The food and beverage department controller checks invoices against receipts and may
work with the general accounting office in paying bills. Another important function of the controller is to put
out weekly and daily forecasts as to the number of guests who will be eating in the restaurant.
 Food cost control is a primary function of the department controller, who keeps records of food sales
and food purchases.

FOOD PREPARATION: The executive chef is the manager of the food preparation division. Executive
chefs are traditionally temperamental and want total charge of their kitchens. They are in charge of all people
who produce food.

SERVICE

RESTAURANT F&B SERVICE

The maitre d' hotel is the master of the hotels food service, acting as supervisor of the dining room.

The following are the types of service:

a. Plate/ American Service- food is prepared in the kitchen, placed on plates, and brought to diners.
b. Family/ English Service- dishes of food are placed on the table and diner serve themselves.
c. Plate/ Russian Service- waiters take serving dishes to tables and serve each diner a portion.
d. Table Side/ French Service - food is prepared by the restaurant staff at individual tables and serve
to the diners.

NON-RESTAURANT F&B SERVICE

Room service, at full-service property, place a vital part. A room service menu must be devised, food
preparations must be scheduled for the hours that the service is offered, and bell staff for delivery must be
available.

Bar accessibility must be arranged.

TRENDS

a. Ethnic cuisines and flavors are a hot menu trend, including regional ethnic cuisine and fusion cuisine.
Example, Korean, Japanese, And Thai
b. Menu choices are embracing the " healthy food " movement. A vegetarian entree is usually included
on menus.
c. Fast - food take out and deliver systems cut somewhat into hotel food service revenues.

Classification of Restaurant Businesses

The classification of American restaurant union and other restaurant professionals is as follows:

a. Traditional restaurants
b. Specialty restaurants

Types of Restaurants

a. Family or commercial restaurants: Family style restaurants offer a wide menu of " meat and
potato" selections with a price range that appeal on an average family income. They serve beer and wine if
they have a liquor license. Family restaurants are normally located near a residential area and a highway.
b. Coffee shops: Coffee shops are characterized by a fast food service. The decor is simple and prices
are relatively low. It is usually located in an office building or shopping mall.
 c. Ethnic restaurants: Any restaurant where the main focus of the menu is dishes that originated in a
country or region other than the country in which it resides could be considered an ethnic restaurant.
d. Fast food restaurants: Fast food restaurants have increased in the past 20 years as people have
become more mobile. Franchising is common in this type of restaurant. The menu is limited with low prices.
e. Deli shops: Deli shops are often a combined grocery store and restaurant, although the term may
also be used for strictly take out or sit-down restaurant.

MICHELIN STARS

The Michelin 's one star system began in 1926 and the additions of the second and the third stars in
1931 and in 1936. The definitions of stars are as follows:

Three stars: For exceptional cuisine, worst special journey.

Two stars: For excellent cooking, worth a tour
One star: For a very good restaurant in its category

The symbols used in the Michelin guide, provides general information about the conditions and the
menus about the restaurant in the guide. Restaurants may receive zero to three stars for the quality of their
food based on five criteria: Quality of the ingredients used, mastery of flavor and cooking techniques, the
personality of the chef in his cuisine, value for money and consistency between visits.

Basic Rules for Table Service and Dining Etiquette

Basic Dining Room Etiquette

Proper etiquette will help keep guest perceptions positive. The following are areas to constantly be
aware of:

1. Guests have the right of way. Stand aside to let them pass whenever they may be walking through restaurant.
2. Make eye contact, smile and acknowledge guests as you pass them. Say "hello", 'good evening", " how are
you this evening?" etc. Use names whenever possible.
3. Escort guests rather than pointing out directions to another area of the restaurant, (such as restrooms, bars,
etc)
4. When conversing with guests, keep the discussions professional, not personal.
5. Use proper language. Don't refer to guests as " you guys". Use "sir", " miss" or " ma'am". (but use names
whenever possible).
6. Always stand with good posture. Don't slouch or lean.
7. If problems occur, keep your guests informed. They will not feel neglected if they know what is going on.
It can do wonders for their patience. Stayed visible. If there is no problem in the kitchen, don't hide from them.
It is more a reassuring to them when you are insight.
8. Profanity and discussions about guests are not acceptable in the restaurant.

Sanity and Food Safety

Ask purveyors of food and beverages, personnel in a restaurant all have the responsibility to keep
guests and employees safe from foodborne illness. To accomplish this, personal must follow proper sanitation
procedures in both the kitchen and the dining room.
Servers

The servers' basic job function is to serve each guest to their complete satisfaction while exceeding
their expectations. Servers have the most interaction with guests, so may have the most influence in terms of
our guest’s impressions and their overall experience. It is so important that the server be smiling, enthusiastic
and knowledgeable. They must service the stable in a professional manner and ensure that everything is
perfect. They must be on the floor and visible to guests constantly.

Table Settings

Table settings make a tremendous impression on guests and customers and most restaurants conform
to a standard table setting etiquettes so customers know what to expect when they sit down to their meal.

General Rules

A general rule of table setting is that utensils are placed in the order of use from farthest from the diner
plate, utensils that are used first, to closest to the plate, utensils being last, in an " outside in" order. A second
rule is that forks go to the left of the plate while knives and spoons go to the right.

INFORMAL PLACE SETTING

a. The dinner plate is the first thing to be set on the table, with a napkin place on top of the plate.
b. The dinner fork is usually placed to the left of the plate. Since it is used for the main course; it will be
usually be used class.
c. The salad fork, which is the smaller fork, is placed to the left of dinner fork and is used to eat salad or
appetizers. Since the forks are arranged according to when you need to use them, if you were to serve dinner
before the salad, then the salad fork would be next to the dinner plate and the dinner fork would be to the left
of the salad fork.
d. The napkin is folded or put in a napkin ring and can be placed to the left of the forks or on the center of the
dinner plate. If you prefer, the folded napkin can be placed under the forks.
e. The dinner knife is set to the right of the dinner plate, with a cutting blade placed facing inwards. If the
main course is meat, a state knife may replace the dinner knife.
f. The spoons are placed to the right of the knife, when soup is served first, the soup spoon will be placed to
the far right of the dinner knife. The teaspoon or dessert spoon, (which will be used last) goes to the left of the
soup spoon, next to the dinner knife.
g. Any type of drinking glass is placed on the top right of the dinner plate, above the knives and spoons. Other
dishes that are commonly used for an informal meal are:
h. If using a salad plate, it is placed to the left of the forks. A salad plate may be omitted if the salad is to be
eaten with the meal, and it can be served directly on the dinner plate. However, it is more acceptable to serve
the salad on a separate plate to keep things neater.
i. If your restaurants use a bread plate with a butter knife, then the bread plate goes above the forks, with a
butter knife placed diagonally across the edge of the plate, with the handle on the right side and the blade
facing down.
j. If using a dessert spoon and fork, then these utensils can be placed either horizontally above the dinner plate,
with a spoon on top and its handle facing right and the fork below with its handle facing left; or beside the
plate. If place beside the plate, the fork goes on the left side, closest to the plate (because it will be the last
fork used) and the spoon goes on the right side of the plate, to the right of the dinner knife and to the left of
the soup spoon for the same reason.
k. When a coffee cup and saucer are used, then the coffee cup and saucer are placed above and to then right
of the knife and spoons.
FORMAL PLACE SETTING

A formal meal usually consists of an appetizer, first course, entree, salad and dessert.

The placement of utensils is guided by the menu, so be sure that you place the proper utensils in the order of
how the meal will be served, with the utensils to be used by the first menu item being placed on the outside,
and so on as the menu dictates in an "outside-in" order.

a. The charger plate is the largest plate on your table setting. It is known by a few different names such as
buffet plate, cover plate and service plate. This plate serves as a base on which to lay the plate appetizer course
or soup coarse and is cleared from the table after the first or second course is finished. When the first course
is cleared, the service plate remains on the table until the plate holding on the entree is served, at which point
the two plates are exchanged. The service plate can also serve as the base for several courses served after the
entree.
b. The butter plate is a small plate that is placed above the forks, above and to the left of the service plate.
c. The dinner fork is the largest of the forks and used for the main course so it is placed to the left of the dinner
plate.
d. The position of the salad fork varies according to when the salad is being served. If the salad is served after
the entree, then the salad fork is placed to the right of the dinner fork, next to the plate. If the salad is to be
served first and the fish second, then the salad fork would be first, then the fish fork, and finally the dinner
fork, closest to the dinner plate.
e. When fish is served as a first course, the small fish fork is placed farthest to the left of the dinner fork as it
will be used first.
f. The large dinner knife is placed to the right of the dinner plate.
g. The fish knife is placed to the right of the dinner knife.
h. If soup or fruit is served as a first course, then the appropriate spoon is placed to the right of the knives.
i. If shellfish are to be served, the oyster fork goes to the right of the spoons. Note: It is the only fork ever
placed on the right of the plate.
j. The butter knife or butter spreader is paced diagonally on the top of the butter plate, with the handle on the
right and the blade facing down.
k. There can be up to five glasses on a formal dining setting and they are placed so that the smaller ones are
up front. The water goblet is placed directly above the knives. Just to the right right goes a champagne flute;
in front of these are a red or white wine glass and a sherry glass.
l. The napkin is usually placed on top of the service plate, or instead of one in a formal dining setting.

FOOD SERVICE CAREER OPPORTUNITIES

Entry Level Position

a. Bus person. Bus persons clear and reset dining tables with fresh linen and silverware. They refill
water glasses, and assist waiters and waitresses in serving and housekeeping chores in the dining area.
b. Hat checker. Hat checkers are responsible for guarding coats, hats, briefcases, and other personal
articles that customers do not want in their immediate possession while dining.
c. Host, hostess. Hosts and hostesses maintain reservation lists, greet customers, show guests to tables,
ensure order and cleanliness in the dining area, and, in some cases, may handle complaints. This job requires
good organization skills, tact, a ready smile, neat appearance, and an affinity for people.
d. Food server. Food servers, commonly known as waiters and waitresses, are responsible for food
orders and service to customers. Food servers must like people and be poised and efficient under the stress of
simultaneous demands.
e. Sanitation / maintenance worker. Sanitation / maintenance workers ensure that walls and floors
are clean and that there is a steady supply of clean cooking equipment, utensils, dishware, and silver.
 f. Bartenders helper. Bartenders helpers assist the bartender in maintaining bar stock, cleaning
glassware, replenishing supplies of ice, and cleaning the bar area.

Middle- Level Positions

a. Bartender. A bartender requires an excellent memory for hundreds of beverages ranging from a
common to the exotic. Bartenders both serve customers and field drink orders taken by food servers. A
congenial personality and knowledge of how to order for and stuck the bar, as well as maintain inventories of
liquor and glassware, is needed. Also, bartenders must be familiar with state and local laws concerning sale
of alcoholic beverages.
b. Cashier. The cashier receives payment from customers, so good mathematical skills are necessary.
Because she or he is a customer - contact person, the cashier must be tactful, friendly, and gracious.
c. Food checker. The food checker is responsible for verifying each food order as it leaves the kitchen.
d. Cook. Cooks prepare food for eating.
e. Chef. Although the term chef and cook are often used interchangeably, the professional chef is
generally a farmer skilled, trained, and experienced person. Chefs, sometimes referred to as head cooks,
coordinate to work off the kitchen staff and often direct certain kinds of food preparation. They decide the size
of the serving, sometimes plan menus, and buy food supplies.
f. Pastry chef, baker. Pastry chef or baker is responsible for the desserts. This includes baking cakes,
cookies, pies, bread, rolls and quick breads.
g. Pantry supervisor. The pantry supervisor is responsible for supervising salad, sandwich, and
beverage workers, and also should be able to create attractive food arrangements. The supervision of cleaning
crews and responsibility for supply requisition may also be part of the job.
h. Dining room manager. The position of dining room managers supervises all dining room staff and
conscientious, and observance leader. Dining room manager supervise all dining room staff and activities,
including staff training, scheduling of staff working hours, keeping time records, and assigning to
workstations.
i. Purchasing agent/ store room supervisor. The purchasing agent / store room supervisor orders,
receives, inspects, and stores all good shipped by suppliers and overseas distribution to the different food
preparation departments.
j. Meat cutter. Meat cutters must be expertly skilled in cutting down beef, veal, lamb, and pork from
full, half, or quarter carcasses to serving portions which are cut, trimmed, and prepared to the chef's orders.
Cutting poultry and seafood also may be one of the duties.

Food Service Management Positions

Experience in education are too attributes that usually are required for qualification for higher - level
management positions in the food service industry.

a. Restaurant manager. Managers are responsible for efficiency, quality, and courtesy in all phases
of food service operation. In large organizations, the managers made direct supervisory personnel at the next
lower level. In smaller operations, they might supervise kitchen and dining room steps directly. A thorough
knowledge of the responsibilities of all restaurant staff is necessary in this position.
b. Assistant manager. Assistant managers perform specialized supervisory duties under the managers
direction. They must be capable of filling in when the manager is absent, and thus must have good management
skills and familiarity with overall food service operations.
c. Food production manager. This position entails responsibility for all food preparation and
supervision of kitchen staff. Workers must possess leadership skills and have knowledge of food preparation
techniques, quality and sanitation standards, and cost control methods.
d. Personal director. Personal directors usually are employed in larger restaurants, food service
chains, or a specialist in hotel or institutional food service operations. Personal directors are responsible for
hiring and training food service personnel and for administering employee relations, benefits, safety, in
communication programs.
e. Menu planner. Menu planners select all food items offered on menus. They must know food service
costs, preparation techniques and equipment, and consumer trends and preferences. This position usually
requires a college or associate degree in dietetics or food and nutrition. Restaurant managers, food production
managers, or chefs may have these responsibilities assigned to them.
f. Merchandising supervisor. Merchandising supervisors plan and carry out advertising and
promotional programs to increase sales. In addition, they must know their employer’s food service operation
thoroughly, be able to apply market research techniques, and be skilled in budgeting and planning. This
position usually requires the college degree in advertising, marketing, merchandising, for a related field.
g. Director of recipe development. This director creates new recipes for the menus of larger
restaurants or restaurant chains. Thorough knowledge of food preparation and ability to apply this knowledge
creatively are required.

Reference: MICRO PERSPECTIVE OF TOURISM AND HOSPITALITY. Mylene Yeung