Standard F&B procedures

Employing standard operating procedures across F&B chains can help optimise inventory levels, minimise food costs, reduce turnover, and increase food safety. Praveen K Singh finds out more.

Incorporating consistent operating procedures and practices - from inventory management to overall operations - can help restaurateurs and F&B service operators in myriad ways. According to Rajesh Khanna, F&B manager at The Metropolitan Hotel Nikko based in New Delhi, a standard operating procedure, or an SOP, is designed for each and every task, starting from setting up a restaurant, receiving guests, taking their order, serving food, clearing the table and the bill, etc.

Each and every task of F&B needs to be monitored till it becomes a practice and implementation needs to be observed and rectified regularly. Khanna says, "We have designed operating systems on the basis of our requirements. As of now there are three types of SOPs. These are made during the project stage. The second stage is when we start training our staff for setting required standards. The final procedure is designed after a dry run of procedures for a month." He informs that the operative systems are designed as per three Ps - Product, People and Process.

Back-of-house audits

Back-of-house audits ensure that kitchen operations run according to the plan. According to Michael Beam, managing director of HVS Restaurant Management & Advisory Services, implementing such audits are an important first step to improve F&B operations. "One way in which operators can augment profits is by setting a back-of-house (BOH) audit system in place for kitchen areas. These audits, when properly employed, can help optimise inventory levels, minimise food cost, reduce yields, and enhance food safety.

He added that this audit includes clean storage and kitchen areas, proper food handling and rotating of product, equipment maintenance, etc. Beam explains that a well-maintained and an organised back-of-house area encourages optimal product utilisation while diminishing spoilage, waste and opportunities for theft. "Similarly, storage areas that are well organised and properly maintained can help minimise product spoilage, waste and food is more likely to be prepared accurately when kitchen equipment is functioning properly. Also, towards food safety, accurate temperature and cleanliness in storage areas as well as for other equipment thermometers are essential ingredients in keeping food safe," proposes Beam.

Other important areas:

Service & facilities audit: Chef Devendra Kumar, vice president (food production) at Le Meridien, explains, "In order to ensure consistent execution of service standards in the front-of-house, service and facilities audit is a must." He says that this includes every service staff, adding that this will ensure that the physical facilities are maintained in both front and back-of-house.

Manager walk-through: Each shift manager must complete a walk-through check-list, which requires them to inspect all activities and facility features before each shift. This includes supervising cleanliness at parking lots, restaurant light bulbs, cleanliness of carpet, table sets, etc. Yuvneet Suri, F&B manager at The Hans, New Delhi, says, "Moreover, each shift manager must perform a line check to ensure consistent quality of food production. Managers use a form that highlights food temps, special production, etc. They should routinely inspect all banquet or catering functions to ensure proper set-up and that all service items are in place and available as necessary."

Pre-shift meeting: Suri explains that a detailed pre-shift meeting before each service period should be performed with all staff. The meeting should utilise a standard format every time covering topics such as daily specials, feature items, training topic of the day, large parties, special events, etc

Customer survey process: The importance of customer feedback has also got its own importance here. Ravish Mehra, director of HK Hospitality, master franchise for The Taco Maker, the Mexican quick service restaurant, says, "We have designed a compact but detailed feedback form, which we give to each customer visiting our outlets to put across their opinion and suggestions on our outlet's food and service."

Explaining the importance of such a process, Beam adds, "A continuing survey process should be in place to gauge customer response to banquet functions as well as dining room service. These surveys can be done online or via paper forms that should then be entered into a database to efficiently track trends/results."

Technology: When Khaaja Chowk, a New Delhi-based Indian fast food chain, wanted to spread its reach from the suburbs to become a national chain, it decided to employ IT solutions. Ankur Tiwari, manager (Operations & IT) of Sahsha Foods, expresses, "We required data that would help us streamline items offered on the menu. To generate reports on what items are doing well and which ones should be removed, and how to expand the menu, the company needed an IT solution with built-in business intelligence." During the parameterisation process, Sahsha Foods had to set down its standards by establishing masters that include menu items, store inventory, etc. Tiwari adds, "This process helped us lay a solid base for our business, as it facilitated standardisation of processes."