Food-and-beverage quality and service should enhance the hotel guest experience.
For so many hotels, this is just not the case! A food-and-beverage manager should work closely with the controller and general manager to establish controls across all food-and-beverage functions related to cost, budgeting and reporting. In some cases, we do a great job here, but in others? Not so much!
Controls: Many hotels do a good job here
Establish basic food-and-beverage operating procedures and develop controls for purchasing, receiving and requisitioning food-and-beverage inventories. Establish cash- and credit-card handling procedures, guest check control systems, kitchen inspection, food-portioning procedures, purchasing, receiving, storage and issuing procedures. A food inventory system and labor forecasting and scheduling system are needed. Food handler cards are required for any employee who touches food or beverages, and training on food allergies, ingredient labeling and handling complaints is paramount to guest safety and satisfaction today.
Dining environment: Some do a good job here
The atmosphere, appearance of service staff, music and lighting should be checked by the hotel restaurant team at each meal. Furnishings and fixtures should be color coordinated by the hotel’s designer.
In addition to the above guidelines, kitchen, cashier and adjacent-area noise should be controlled, background music should be provided, and dining areas should be sparkling clean and neat. A brief meeting before each shift should be held to review the proper arrangement of tables, check personal hygiene and remind employees of any specials that will improve service quality and 86 items — items not available due to running out or not being delivered that day.
Design of food-and-beverage program: Most hotels do not do well here
Menu design and proper procedures for serving wine, other beverages and food should be established. All staff should not only project a positive and friendly attitude but also understand the importance of making customers feel welcome. Wine menus should be thoughtful and designed by a sommelier to accommodate today’s customers' changing tastes. This is where technology can be helpful. Prompt ChatGPT to provide a list of wines that pair nicely with your menu items.
There must be an ongoing professional training program for food and beverage personnel before assuming their jobs. Kitchen areas should be efficiently organized and kept clean at all times. A regular cleaning schedule and adequate storage space are essential, and all food-and-beverage operations must comply strictly with local health codes.
Menus should be printed by a professional company, with attention to color, layout and readability. Items should be descriptive, accurately priced and priced for profitability. Additionally, farm-to-table food, healthy options and a rotating menu are critical so that repeat guests see some change. Guests do not want average food; they want more than just a burger, pizza, a pasta dish and some chicken. It’s time for us to be creative!
Rounding out the food-and-beverage department are these very important components for achieving a safe, profitable operation.
Purchasing and storage
All items purchased should be specified by name, purchase unit, size, grade, appearance and receiving data. A purchase order system should be used for all purchases and coordinated with your property's accounting system.
Storage areas should remain locked, and a key control system should be implemented to enable the setup of an efficient requisition system for all food-and-beverage items. A receiving system should be set up with procedures for counting and weighing items before deliveries are accepted, and checking the proper temperatures of storage areas. Inventory should be taken regularly, and a monthly food-and-beverage cost should be determined from the value of the inventory, purchases and sales.
Food production and sanitation
Standard recipes and portion sizes should be used for all items. The number of portions served at each meal should be recorded for planning and purchasing. Customer complaints and quality control checks should be used to evaluate quality production standards. Instructions on cooking time, temperature, and equipment should be available for all cooks.
Staff should be educated on preventing foodborne illness and maintaining personal hygiene, and this education should be evaluated regularly. A systematic pest control program should be implemented year-round. A systematic approach to removing trash, garbage and grease will reduce the potential for pest infestation.
Cleaning assignments should be scheduled daily, weekly, or regularly as needed. A safety and sanitation inspection checklist, including fire safety equipment, will keep this program manageable. Cleaning kitchen equipment and properly using dishwashers will significantly reduce sanitation problems.
To a safe and profitable 2026!
Robert Rauch, CHA, has been an owner-operator of hotels for several decades and is founding chairman of Brick Hospitality, owner of R. A. Rauch & Associates, Inc.
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