Introduction to

Hospitality and Kitchen

Operations
Topics

1. Types of Operations

2. Types of Businesses

3. Factors Influencing Operations

4. Hospitality Industry Sectors

5. Introduction to Food &

Beverage Service

Topics Cont.

6. Introduction to Front of House

7. Interpersonal Skills

8. Introduction to Kitchen

Operations

9. Types of Working Patterns

10. Kitchen Layout and Planning

Types of Operations
Commercial Operations
Stay and Dine

1. Hotels

2. Lodges

3. Chalets

4. Camping Sites

Commercial Operations
Institutions and Volume Catering

1. Schools

2. Colleges & Universities

3. Hospitals (private)

4. Hostels

5. Catering Services

6. Reception centers

7. Sporting / Community centers

Commercial Operations
Dining

1. Cafes and Coffee Houses

2. Fast Casual Eateries

3. Lounges and Nightclubs

4. Casual Restaurants

5. Fine Dining

6. Bistros and Brasseries

7. Pubs and Bars

Commercial Operations
Travel

1. Planes

2. Airports

3. Cruise liners

4. Luxury Trains

Non - Commercial

1. Hospitals (public)

2. Prisons

3. Employer-sponsored canteens

4. Emergency/relief catering

5. Armed services

Types of Business
Multinational / Global
We can classify an operation a
multinational corporation (MNC) if it has
facilities and other assets in at least one
country other than its home country.

A multinational company generally has

offices and / or factories in different
countries and a centralized head office
where they coordinate global
management.

Some examples of MNC Food

organisations include:

McDonalds, Coca Cola, Heinz, Kellogs,

Nestle
Franchises
It is a form of business where a large
company with an existing concept gives
other operators the right to use the
company’s trademarks and business
strategies in exchange for a fee.

As part of the agreement, each

franchisee provides the same goods and
services for which the business is
known, keeping the branding and
marketing strategies of the mother
brand intact.
Sole traders / Independent

Sole proprietorship is one of the most

popular business types in the

foodservice industry.

It is when a business is owned by a

single individual. Sole proprietorship has

a simple structure, and it is very

common among small restaurants and

family-owned businesses

The business is financed by the capital

invested by the owners of the business.

Partnerships
A successful restaurant partnership
requires:

1. A clear business plan

2. Complete trust in each other

3. Clearly defined roles.

The partners must have similar vision

and goals. If not, there will be many
times wherein decisions will not be
made properly in turn hurting the very
survival of said restaurant or food
establishment.
Factors Influencing
Operations
Industry Laws
1. Responsible Service of Alcohol

Act

2. Anti-discrimination Act

3. Occupational Health and Safety

Act and Anti-smoking

Legislation

Non - compliance will lead to:

1. Health and Safety issues

2. Guest complaints

3. Employee disputes

4. Legal action

5. Fines

6. Loss of reputation

7. Risk of closure

Compliance will lead to:

1. Safer environment

2. Better guest experience

3. Fair and equal opportunities for

both guests and staff

4. Increased reputation

5. Best practices being followed

Operational Logistics

1. Developments in Technology

2. Speed of service

3. Competition

4. Security

5. Type of operation

Guest Needs
1. Needs and Expectations

2. Accommodation

3. Guest Leisure Time

4. Current food trends

5. Entertainment

6. Functions and Banquets

Socio-Economic Factors

1. Economic Climate

2. Seasonal Conditions

3. Cultural Factors

4. Social changes due to global

mobility

Hospitality Industry
Sectors
Sectors within the Industry

F & B Service

Clubs/Gaming

Accomodation Events Catering Food and

Operations Beverage
Leisure (gym, spa)
Front Office Kitchen Operation
Human Resource
Concierge Bar Services
Accounts/Finance
Housekeeping F & B Service
Security

Gambling

Butlering
Front Office / Reception

To service and administer the

reservation and reception section of

the establishment. This could include:

1. Taking guest reservations and

deposits.

2. Checking guests in and out.

3. Receiving guest correspondence

and messages.

4. Preparing guest accounts.

5. Performing the audit role which

entails checking revenue for the

entire establishment.

Housekeeping
To maintain an establishment’s
standards of hygiene, cleanliness and
comfort. This could include:

1. Servicing guest bedrooms

2. Maintaining public areas, e.g. The

lobby and public restrooms.

3. Providing linen and guest

amenities like toiletries and towels.

4. Taking care of laundry needs of the

establishment and guests.

5. Staff uniforms.
Food and Beverage
To offer food and beverage services, the
quantity and quality of which depends
on the size of the establishment.

The F&B department is sometimes

divided into smaller departments,
including:

1. Bars (public, lounge or cocktail).

2. Restaurants (formal, casual etc)

3. Room service/mini bar service.

4. Banquets and functions catering

for seminars, special events,

conventions.

Maintenance
To repair and maintain the furniture,
fixtures and equipment of the
establishment. This includes:

1. Plumbing

2. Electrical

3. Painting

4. Carpentry

5. Gardening.

6. General handiwork, eg. Tiling.

Accounts and Finance

To administer the accounts of the
business. The role of the Finance
department is to:

1. Monitor the incoming revenue and

the outgoing expenditure of the

establishment.

2. Pay suppliers.

3. Pay salary and wages to the

employees.

4. Collect money that is outstanding.

5. Prepare budgets for the future

HR - Human Resources
This department is responsible for
attracting, keeping and training
employees, ensuring employees have
appropriate skills. This includes:

1. Recruitment.

2. Training.

3. Keeping staff records.

4. Counseling.

5. Career planning.

6. Industrial relations.

Leisure
To look after the leisure facilities of the
establishment and ensure the leisure
interests of guests are satisfied.
Depending on the size of the
establishment, responsibilities may
include:

1. Providing services relating to:

Sports, eg. tennis or swimming.

2. Fitness training, eg. aerobics and

gym circuits.

3. Health and beauty therapy.

4. Games and other fun activities

Security
To provide a safe and secure place for
customers and staff. The role of Security
is broad and may include:

1. Administering first aid

2. Securing cash

3. Providing security services for

dignitaries and other VIPs

4. Handling troublesome guests or

intruders.

5. Securing the building and grounds,

including the car park.

Introduction to

Food & Beverage Service

Restaurant Manager
Responsible for managing restaurant operations to
deliver an excellent Guest experience while training
staff and working within budgeted guidelines.
Maitre D’ Hotel
Responsible for greeting restaurant customers and
supervising the wait staff.
Sommelier

A knowledgeable wine professional, who specializes in

all aspects of wine service and wine & food pairing.
Waiter / Waitress

Responsible for serving guests in a friendly and timely

manner to deliver an excellent experience while having

extensive knowledge of menu offerings.

Bar Manager

Responsible for the business aspects of the bar, such as

keeping a current liquor license, negotiating supplier
contracts, taking inventory and reordering supplies
Mixologist

A person who is skilled at mixing

cocktails and other drinks.

Barista

A person who prepares and also generally serves

espresso-based coffee drinks.
Events Manager
Responsible for organising promotional, business and
social events from start to finish according to
requirements, target audience and objectives
Introduction to

Front of House Service

Front Office Manager
Responsible for overseeing the daily operations of the
front office of a company or organization.
Concierge
A usually multilingual hotel staff member who handles
luggage, makes reservations, and arranges tours
Porter

Responsible for welcoming guests, carrying their

luggage and answering their questions
Receptionist

Responsible for various administrative tasks, including

answering telephones and giving information to the
public and customers.
Interpersonal Skills
It’s a People’s Business,
What skills are required?

1. Good communication and

organisational skills

2. Smart presentation and

grooming

3. Ability to work as a team

4. A strong customer focus

5. Ability to work under pressure

6. Good technical skills and

knowledge
What is the Industry looking for ?

The industry looks for talent and attitude OVER experience

1. Smiling faces

6. Team player

2. Smiling voices

7. Family values

3. Service people

8. Good work ethic

4. Respectful attitude

9. Positive outlook

5. Smart looking people 10. Flexibility

Attributes of Professional
Behaviour
1. Punctuality

2. Code of Conduct

3. Appropriate Uniform

4. Positive and effective

communication

5. Plan and work methodically

6. Keep work area clean

7. Efficient use of resources

Interpersonal Skills

Problem Assertiveness Listening

Solving Skills

Verbal Non Verbal

Communication Communication

Interpersonal Negotiation
Decision
Making Skills Skills
Why are Interpersonal Skills Important?

To ensure that our behaviour, actions and words all

reflect the message we are trying to communicate and
represent a professional image for the organisation.
What do Interpersonal Skills Include?
1. Personal Appearance
1. People’s perceptions of us often

determine how we are treated by

them.

2. How we look is the first chance

we have to make an impression.

3. First impressions are often

lasting

4. You will never get a second

chance to make a first impression

Why is Personal Hygiene Important?

Outstanding personal appearance and
professional behaviour, helps maintain a
positive image of the establishment, ensuring;

1. Customer Satisfaction

2. Job Satisfaction

3. Effective Communication

4. Completion of Tasks

5. Professional Ethics

6. Good Working Relationships

2. Social Interaction

1. Social Interaction is the way we

conduct ourselves

2. Occurs on every occasion you

deal with others

3. You must always take an initiative

for interaction

4. It is the way in which we act and

react with other people

3. Team Work
1. Ability to work with others

towards a common goal

2. Effective teamwork is key to

customer satisfaction

3. There is no room for a “one man

show” in this business

4. It is the most important skill in

the hospitality industry

4. Communication
1. The exchange of information

through spoken word or writing

2. How we express our thoughts

will determine how we are

perceived

3. It also includes non-verbal cues

such as body language

4. Say what you need to say in a

professional and polite manner

Introduction to Kitchen
Operations
Introduction to Kitchen
Operations

1. Behind every good F&B operation, there

is a kitchen with a hierarchy of its own

2. Many are led to believe that they are

chefs after a few years of experience.

3. Knowing and understanding the

hierarchy will help us value and respect

our seniors,

4. A cook knows HOW but a chef knows

WHY!

Georges Auguste Escoffier

Father of Modern Cookery

In 1890 Escoffier opened the Savoy in

London with Ritz and stayed until 1898.

He then moved to the Carlton Hotel

Escoffier designed the Partie system also

known as the Kitchen Brigade Hierarchy .

He retired in 1921 at the age of 74 ,

He wrote Le Guide Culinaire & Ma Cuisine

and worked for a grand total of 62 years!

He introduced the principle of task

organisation and the importance of kitchen

layout

Kitchen Brigade System

The teams of cooks and their assistants under the Partie System
are commonly called the kitchen brigade.

Stewarding Commis Demi Chef

Chef
Sous
Chef
Executive

de Partie de Partie Chef de Cuisine Chef

Specialists (with their assistants) help produce complex dishes with

speed and efficiency. All the heads of the parties come under the
control of the Executive Chef, aided by one or more Sous Chefs.
Kitchen Brigade System
1. It is a structured staffing hierarchical

system found in most professional

kitchens

2. The system was inspired by the military

where there was a strict adherence to

rank, depending on the position

3. Every member of the brigade has a job

to carry out and the kitchen works with

precision and the work is streamlined

Executive Chef

1. Manager of the kitchen operations and

staff

2. Highest level possible in hierarchy

3. Usually with Degree / Diploma /

Certificate

4. More time spent organizing and doing

paper work than actually cooking

Executive Chef -

Responsibilities
1. Oversees all kitchen operations

and ensures quality of food

produced meets standard

2. Ensures adequate staffing for

smooth operations and identifies

problems and find solutions

3. Heads the HACCP team

4. Responsible for all administrative

tasks and reports to management.

5. Responsible for menu planning

and development of new recipes

and maintaining food cost.

Sous Chef -

Responsibilities
1. Second in Command after the

Executive Chef

2. Delegates responsibilities to the

kitchen staff and makes sure that

the standard set is being followed

3. Oversees all requisitioning,

control of wastage and adherence

to the monetary budget

4. In charge of tasks related to

inventory, equipment control and

maintenance etc.

5. Ensures on-going training of new

recruits and implements work

Chef Saucier

Makes sauces for fish, sautéed dishes and entrees.

Commands after the sous chef.

Chef de Partie

The CDP are in - charge of a section in the kitchen.

In charge for ordering ingredients for his department.

The Different CDPs - and their Rsponsibilities
French Name English Name Responsible For Reports To

Chef Rotisseur Roast Cook Roasted items (oven and pit roast) Chef Saucier

Chef Friturier Fry Cook Deep fried foods Chef Saucier

Chef Grillardin Grill Cook Grilled items Chef Saucier

Chef Garde Cold Kitchen Cold dishes, terrines, pickled food, Chef Saucier
Manger Cook pies, etc

Chef Charcutier Butcher All meat products Chef Garde Manger

Chef Entremetire Vegetable Cook Vegetables, pasta (flour, eggs, cheese) Chef Saucier

Chef Potager Soup Cook Soups Chef Entremetire

Chef Patisserie Pastry Cook All hot and cold desserts and pastries Sous Chef

Chef Boulanger Baker Bread and baked goods Chef Patisserie

Demi Chef de Partie

Works under the Chef de Partie of a particular section

Prepares the mise-en-place for the section.

Commis Chefs

Works directly under the Chef de Partie of a particular section

Assistants to the Demi Chef de Parties.

Entry levels position

Prepares in most
the mise-en-place for establishments
the section.
Chef Tournant
Takes responsibility in the absence of the Chef de
cuisine. Also known as Relief Cook
Other Stations and Chef In-Charge
Chef de Garde Chef de Petit Banquet
Chef Communard
Dejeuner Chef

(Duty Cook) (Breakfast Cook) (Staff Cook)

Chef de Nuit Kitchen Porter Apprentice

(Night Cook) (Steward) (Chef Trainee)

Maitre D’Hotel Aboyeur Chef de Rang Sommelier

(Head Waiter) (Kitchen (Food Server) (Beverage

Announcer) Specialist)
Types of Working
Patterns
Full Time

It is a form of employment that has a set

number of hours per week, as defined

by the organisation that the employee

works for.

Full-time employment often comes

with benefits such as annual leave, sick

leave, and health insurance.

The "standard" work week consists of

five eight-hour days, commonly served

between 9:00 AM to 5:00 PM or 10:00

AM to 6:00 PM totaling 40 hours.

But our industry works differently, and

most establishments require employees

to work 6 days a week

Part Time
It is a form of employment that has
fewer hours per week in comparison to
a full-time job.

They work in shifts that are often

rotational. Employees are considered to
be part-timers if the work less than 30
hours per week.

Productivity of part-time workers can

be higher than that of full-time workers
because of lower stress, better
work–life balance, and a more flexible
work set up
Shift work / Split Shift
It is a type of work schedule in which
you divide an employee’s workday into
two or more parts.

A typical split shift is separated by two

or more hours.

In a restaurant setting, you could

schedule a waiter from 10am to 2pm (to
cover the lunch rush) and again from 6
pm to 10pm (to cover dinner service)

The advantage of this system is that,

even though the employee’s workday
spanned across 12 hours, effectively
he/she has been on duty for only 8
hours.
Rotational

Rotating schedules provide employees

with an opportunity to gain experience

working different shifts.

Some shifts are more demanding than

others, and they all come with different

challenges.

With a rotating schedule, all employees

gain the training/experience needed to

understand the full working of the

establishment and can be counted on

around the clock.

Seasonal

Seasonal jobs are created at different

times of the year when there is an Restaurant Closed

increase in demand for products or

services that certain industries provide.

A great example of an industry that sees

an increase in seasonal work is the

restaurant industry.

This industry is known to bring more

customers through restaurant doors

around the holidays and in the summer

months due to an increase in travel and

nicer weather.
Kitchen Layout and
Planning
The Kitchen Design and Layout
1. The layout of a kitchen depends on the

type of service and menu of the

restaurant

2. Assembly line configuration, for

example, is ideal for restaurants that do

not have a large number of dishes on the

menu as the preparation of meals can

flow in a line.

3. However, this setup would not be suited

for kitchens offering á la carte menus

due to the complexity of the dishes

offered

Importance of Kitchen Layout

Work Flow The kitchen layout influences the flow of

processes within a kitchen, which will affect
safety, and speed of service etc

Food Safety The layout of the kitchen must ensure a linear

process flow of food to prevent cross -
contamination.

Legislation Having the appropriate kitchen layout to the type

of operation is a pre requisite for licensing in most
countries.
Importance of Kitchen Layout Cont.

Efficiency In food production and service is directly

influenced by the layout of the kitchen in relation
to the type of operation.

Health Safety It will reduce the risk of workplace accidents by

guiding the movement of food and staff in a
uni-directional flow.

Cost Reduced wastage due to increased food safety,

Effectiveness fewer accidents and profits due to efficient food
production
Importance of Correct Work Flow
Type of Different types of operations require specific
Operation layout to optimize food production

Available Determines the allocation of space for different

Space processes such as receiving, storage, butchery,
cold section etc.

Number of The number of employees required to operate

Employees the business smoothly is kept in when deciding
on kitchen layout.
Importance of Correct Work Flow
Equipment Different types of operations require specific
Required layout to optimize food production

Change in Rotation or refresher menu changes some

Menu operations opt for must be possible within the
space allocated to the kitchen.
Financial Will determine the kind of equipment and
Resources provision for different activities.
Why do we need Good Work Flow?

1. To establish communication

2. To improve speed and quality of products

3. To minimise risk of accidents

4. To provide improved service

5. To promote health and food safety

6. To maximise the use of equipment

7. To minimise time and effort

Kitchen Design
There are three initial stages to planning a kitchen

1. Measuring up and noting the

position of the existing services,
windows and doors.
2. Working out the plan to get the
appliances and cupboards where
you want them
3. Deciding on any changes to
services (water, gas etc.)
Kitchen Work Triangle
1. A work triangle is formed between

the three zones and as far as

possible, the work triangle should

be un- interrupted

2. In addition to the three zones, it is

important to arrange the

appliances and worktops in the

correct order

3. Work top - Appliance - Work top

Kitchen Layouts

Type of Layout About Diagram

Corridor Layout

Shape of a corridor

Long, narrow area with exits at

each end

Two rows of appliances and

storage units

Compact kitchen layout

L - Shaped Layout It is in the shape of “L”

Best solution when the kitchen

needs to fit into a corner.

It has two walls that form a

perpendicular angle

Compact kitchen layout

Kitchen Layouts - Cont.

Type of Layout About Diagram

U - Shaped Layout It is in the shape of a “U”

All working areas are within

easy reach.

It may be the only choice for

small rooms

Less working space.

Island Layout It has a separate work bench

It has large movement areas

Helpful when one or more

people are cooking

Compact kitchen layout

Kitchen Layouts - Cont.

Type of Layout About Diagram

Zone Layout Each activity is a separate zone

Suited to large operations

where there is space

It is ideal for preventing cross

contamination

Staff are restricted to a zone 

Assembly Line Layout Suited to assembly line

production of food

The equipment is linked in

order of use

This layout
Less working
provides
space. extreme
efficiency in food production.