Managing a Stewarding Department by Εκδόσεις Οσελότος

170 × 240 SPINE: 9.5 FLAPS: 80

Mr. Pachymanolis is a renowned Chef and Professor of Culinary Arts. He has served as Sous-Chef at the Athens Hilton, Chef at the Athens Imperial and the Divani Caravel. He has also worked as a culinary advisor to shipping companies, department stores and various hotel businesses.

Mr. Labropoulos is a renowned F&B Manager with long-time experience at the Athens Hilton, the Astir Palace Vouliagmeni, the Grecotel Athens Imperial and the Athenaeum Intercontinental. He is also an F&B Instructor with the Le Monde professional institute of hospitality.

This book concludes with a step-by-step guide to everything a Chief Steward should take into account in order to start up his department in a major hotel. A textbook for hotel businesses that was long in coming. It is a real aid for professionals in the field with a wealth of information and detailed accounts of operational procedure for this most crucial department of all hotels. Kostas Pachymanolis

Chef

The Stewarding Department is under-rated and possibly misunderstood by many hotel businesses. With his unique textbook, Tassos Kalatzis manages to present in a most succinct and graphic manner the role of this department in a modern hotel. He also provides in plain and comprehendible terms his argument on why the Stewarding Department is one of the most important sectors -when well organized- in effectively supporting the finances and operations of a hotel business. Such a textbook has not been available until now and is a must for anyone who wishes to embark on a professional career in the hotel business -and specifically- the F&B department. The Stewarding Department is thus the cornerstone of all departments that deal with food and drink. George S. Labropoulos Food & Beverage Manager ISBN 978-960-93-8102-4

Managing a Stewarding Department

George S. Labropoulos

The various chapters guide newcomers and professionals through the various procedures and requirements, from Staffing and Employment to Apparel and Protective Gear for each specialty of the department. It also covers the various requirements set out by international food and beverage associations and other regulatory bodies. The book also offers applied market input by listing the specifications of major suppliers for their cleaning materials and their proper use as well as that of major electrical appliance makers like professional grade dish-washing machines and refrigerators.

TA S S O S K A L AT Z I S

Kostas Pachymanolis

This book aims to help professionals aspiring to a career in the Stewarding or Food & Beverage Departments.

TA S S O S K A L AT Z I S

Managing a Stewarding Department

He graduated from the Ambeteios School of Cairo, continued with computer programming at the American University of Cairo following the Full Time Computer Science and the Advanced Full Time Computer Science. He has worked as a computer programmer for PRAXIS in Athens. He then moved on to the hotel industry and has worked at the following hotels: PULMAN, Amsterdam SAS ROYAL, Amsterdam CRETA STAR, Rethymno, Crete PORTO PAROS, Paros, Cyclades ATHENS HILTON, Athens ATHINAIS MULTICULTURAL CENTRE, Athens PLAZA RESORT, Anavyssos, Athens ASTIR PALACE VOULIAGMENI, Athens e-mail: ankalatzis@gmail.com

Vatatzi 55 str., 114 73 Athens, Greece ΤEL. : +30210 6431108 E-MAIL: ekdoseis.ocelotos@gmail.com www. ocelotos. gr

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Sponsored by KIOURTZOGLOU BROS S.A.

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Title Managing a Stewarding Department Author Tassos Kalatzis Series Science

Translation And Editing Nicolas Protonotarios

First Published Athens, May 2016

ISBN 978-960-93-8102-4

Writer’s Signature

........................................

This publication is in copyright. Subject to statutory exception and to the provisions of relevant collective licensing agreements, no reproduction of any part may take place without the written permission of the author.

Vatatzi 55 str., 114 73 Athens ΤEL. : +30210 6431108 E-MAIL: ekdoseis.ocelotos@gmail.com www. ocelotos. gr

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To my wife Eleni and my son Nicolas

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Contents INTRODUCTION �� 15 1. JOB DESCRIPTIONS Chief Steward �� 17 Assistant Chief Steward �� 18 Pot Washer �� 19 Dish washer �� 20 The Chief Steward in the Chain of Command �� 21

3. OPERATIONS & STEWARDING SOPs STEWARDING SOPs �� 25 1. . General Maintenance �� 25 2. . Before washing �� 25 3. Using the washing machine �� 26 4. Pot washing area �� 27 5. General cleaning �� 27 6. General Maintenance �� 27 OPERATIONS �� 28 Staff meeting before a reception �� 28 Staff shifts at large receptions �� 29 Setting tables for event �� 29 A cutlery set for VIPs �� 29 Cleaning away after an event �� 30 Cleaning up after a buffet �� 30 Swimming Pool Facilities �� 31 How the cutlery should be washed �� 32 Washing pot ware by hand �� 32 Pot washing area (the Chef’s pots, pans etc.) �� 33

MANAGING A STEWARDING DEPARTMENT

2. RECRUITMENT AND INTRODUCTION OF NEW STAFF TO THE STEWARDING DEPARTMENT New on the Job �� 23 Health Certificate �� 24 Attendance form �� 24

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TASSOS KALATZIS

MANAGING A STEWARDING DEPARTMENT

Waste Disposal �� 34 Waste refrigeration �� 35 Glass recycling �� 36 Paper recycling �� 36 Trolleys for Dish Storage and Transport �� 37 Calculating material needs �� 38 Preparing the departments for ware inventory (dishes, plates, cutlery, glasses, etc.) �� 38 Budgeting �� 39 Manning of the SD �� 40 Separate account for SD purchases of cleaning products �� 40 Broken ware report �� 41 Ordering cleaning products �� 41 Electronic data basing for the needs of the department �� 41 Monthly and weekly schedule �� 42 Chief Steward relationship with suppliers who supply the hotel with ware such as porcelain, cutlery, etc. �� 42 4. GENERAL CLEANING & MAINTENANCE Checklist for night cleaning �� 44 The control procedure has as follows: �� 44 Single Page Checklist �� 45 Refrigerator cleaning and disinfection programme (walk-in refrigerators) �� 46 External night-cleaning contractor �� 47 Monthly checklists for daily cleaning �� 48 General cleaning of kitchen �� 49 Kitchen hoods and filters �� 50 Cleaning professional fryers �� 50 Text questionnaire about hot oil fryers. �� 52 5. DRESS & PROTECTIVE GEAR Uniforms and working garments �� 53 Protective aprons �� 54 Protective goggles �� 54 Protective gloves �� 54 Special, protective footwear �� 55 Apparel for the pot washers and dishwashers �� 55

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6. EQUIPMENT for RECEPTIONS Weekly reception form �� 57 Preparation for receptions �� 57 Laying tables for a buffet reception �� 58 · Plates �� 58 · Cutlery �� 58 · Glasses �� 59 Laying tables for a served menu reception �� 59 Reception form for more than one reception �� 60 List for hotel tableware: dishes, glasses, cutlery and so on. �� 60 Exhibition of tableware at the Chief Steward’s office �� 61 Porcelain requirements by the hotel �� 62 Dishwasher baskets for plates and glasses �� 62 Types of Basket cells, slots, Extensions �� 64 How many plates of each size fit in each basket in baskets with toothed ridges �� 66 Indoor waste bins and safety certificates �� 67 · Check Hazard Analysis Critical Control Point (HACCP) (health regulations). �� 67 · Check TÜV �� 67 · Check FM (Factory Mutual). �� 67 Cutting boards �� 68 Stainless steel trolleys for transportation of three or two shelves �� 68 Transportation trolleys for ready food �� 69 Images of what the stores of the Stewarding Department should look like. �� 70 Materiel data card �� 71 Images of some equipment’s used by the Stewarding Department �� 71 7. CLEANING MATERIALS Company-supplied detergents and cleaning materials for hotels �� 73 Ordering process for cleaning materials �� 73 Training of hotel staff from the cleaning material supplier �� 74 Installing cleaning agent dispensers on lease �� 74 Other items that the supplier should provide: �� 74 Leasing Agreement �� 75 PRIVATE LEASING AGREEMENT �� 75 Storage Management for cleaning materials �� 76 Cleaning Fluids and Detergents �� 78

MANAGING A STEWARDING DEPARTMENT

Contents

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TASSOS KALATZIS

MANAGING A STEWARDING DEPARTMENT

Material Safety Data Sheets (MSDS) �� 79 Control of cleaning agents in the warehouse �� 80 8. DISHWASHING MACHINES Dishwashing machine types �� 82 Tunnel Washing machine �� 82 Large tunnel washing machine for dishes and glasses �� 83 Small washing machine for glasses and dishes that opens from the top and the so-called bell-type �� 83 · Specifications �� 83 Front loading washing machine for glasses �� 84 · Specifications �� 84 Different type front-loading machine for glasses and dishes. �� 84 · Specifications �� 84 Small tunnel washer for glasses and dishes �� 85 Plan: Allocating space for each washing machine �� 85 Correct Operating Procedure for Washing Machine �� 86 Starting procedure for dishwashing machines �� 88 Supply with hot water (Tunnel washing machines) �� 88 Monitoring operating temperatures in washing machines �� 89 Cleaning a washing machine �� 90 Descaling of washing machines (cleaning of calcium deposits depending on water hardness) �� 92 Descaling glasses �� 93 Washing machines service provider �� 93 Troubleshooting the tunnel washer �� 94 General Information for suppliers that install washing machines and kitchens �� 94 The proper way for feeding baskets with plates to the washing machine. �� 95 9. A STEP-BY-STEP GUIDE FOR THE CHIEF STEWARD IN SETTING UP A STEWARDING DEPARTMENT AT A NEW HOTEL The steps �� 96 Let us now examine each step in detail �� 97

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APPENDIXES APPENDIX I: THE FOOD STANDARDS AGENCY (FSA) SPECS ��105 Cleaning & disinfecting ��105 Cleaning & disinfection - as applicable ��105 Factors affecting the process ��105 Cleaning & disinfection – methodology ��106 Materials used ��106 Frequency of cleaning & disinfection ��106 · Daily ��106 · Weekly ��106 · Monthly ��106 Disinfection methods ��107 Cleaning & disinfection methods depending on the object: ��107 Storage for cleaning items ��107 Cleaning agents and tools ��107 General rules for cleaning & disinfection ��107 Waste Management ��108 Rules of good waste management ��108 Rodent & insects Disinfestation ��108 How to prevent infection from hosts through preventive measures and subsequent treatment and rehabilitation. ��109 Prevention ��109 Proper waste management ��109 Thorough cleaning of premises and equipment ��109 Protection against Legionella ��110 Preventive treatment equipment ��110 Training ��110 · Business should attend to: ��110 · The staff must attend to: ��111 Legal obligations and responsibilities ��111 Monitoring and record keeping ��111 Monitoring and record keeping business ��111 Record keeping and monitoring of large hotel business ��111 Guidance documents (files) by large businesses ��112 Tips for cleaning and disinfection ��112 APPENDIX II: MAJOR DETERGENT PRODUCER SPECIFICATIONS ��113 Cleaning & disinfection ��113

MANAGING A STEWARDING DEPARTMENT

Contents

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MANAGING A STEWARDING DEPARTMENT

TASSOS KALATZIS

The five basic rules of cleaning ��113 · Time ��113 · Temperature ��113 · The mechanical action ��114 · Chemical Detergents ��114 · Decontamination methods ��114 Cleaning, disinfecting and where it is to be applied ��114 Tips for dishwashing area staff ��115 Cleaning agents ��116 Symbols ��117 Protection Measures ��117 Tips for hazardous reactions ��117 APPENDIX III: The Purchasing Office and its relationship with the SD ��119 Purchasing invoices ��119 Recurring purchases ��119 Non recurring purchases ��119 · Services ��119 · Operational equipment ��119 Capex ��120 Capex budget ��120 Special contracts ��120 Essential tips ��120 Delivery procedure ��120 APPENDIX IV: The Technical Department and cooperation with the SD 122 The role of the Technical Department ��122 Minor Repairs ��123 Maintenance ��124 APPENDIX V: Production Processes ��125 Production of ceramics ��125 Stages of porcelain production ��125 Kaolinite ��126 Vitrified china ��126 The manufacturing of cutlery ��127 Stainless steel knives ��127 Silver plated cutlery ��128

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FORMS SHIFT SCHEDULE �� 131 ATTENDANCE FORM �� 132 MANNING �� 133 BROKEN ITEMS LIST �� 134 STOREROOM ORDER �� 135 PREPARATION PLAN FOR THE COMPUTER FILES �� 136 MONTHLY WORK SCHEDULE.............................. �� 137 WEEKLY SCHEDULE �� 138 CLEANING CHECK LIST �� 139 CLEANING SESSIONS �� 140 CLEANING CHECKLIST SINGLE PAGE �� 141 MONTHLY CHECK LIST OF DAILY CLEANING �� 142 SPESIFIC KITCHEN AREAS CLEANING �� 143 QUESTIONNAIRE ABOUT HOT OIL FRYERS �� 144 QUESTIONNAIRE ABOUT HOT OIL FRYERS AND ANSWERS �� 145 STAFF GARMENT AND FOOTWEAR LIST �� 146 PERSONAL PROTECTION GEAR ACCEPTANCE FORM �� 147 WEEKLY RECEPTION FORM �� 148 RECEPTION FORM FOR SINGLE RECEPTION �� 149 KITCHEN RECEPTION FORM FOR RECEPTION �� 150 RECEPTION FORM FOR MORE THAN ONE RECEPTION �� 151 F & B MATERIEL LIST �� 152 RUBBISH BINS AND THEIR LOCATION �� 153 MATERIAL DATA CARD �� 154 BUDGET �� 155 MONTHLY INVENTORY FOR CLEANING AGENTS �� 156 CLEANING AGENT CODIFICATION �� 157 CLEANING AGENT FORM AND PROGRAMME DESCRIPTION �� 158 SOAP CHECK �� 159 DISHWARE AND GLASSWARE WASHING MACHINES AND THEIR LOCATION �� 160 CALL TO MEETING �� 161 STAFF MEETING ATTENDANCE FORM �� 162

MANAGING A STEWARDING DEPARTMENT

Contents

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INTRODUCTION

At the start of my career, I was in need of a textbook that would guide me through the ropes and help me progress to the demanding position of Chief Steward. In all the books I had read on hotel management there were chapters and segments on the Chamber of dishwashing area, but nothing comprehensive on hotel Stewarding. Through experience I also came to the conclusion that in many hotels throughout the world, Stewarding is a department that is not treated with the seriousness it deserves. It is quite frequent that an experienced member of the staff, with many years in the profession, is assigned to the job at hand in the belief that experience is sufficient to adequately serve the department. However, this only addresses the everyday needs and often does not meet the requirement to plan ahead in the longer term. Neither can an individual adequately cater for the multitude of tasks that define the Stewarding Department (henceforth SD) solely through experience. What is required besides experience is the global knowledge of what Stewarding entails in order to meet the requirements of the position as set by the company. The defining elements of hotel management are budgeting and cost control, personnel evaluation and staffing, excellent coordination between departments and well-timed support. Although the SD supports all sections of the food and beverage departments (henceforth F&B), (kitchen, restaurants, bars, banquet halls etc.) and its head carries enormous responsibility in trying to serve them all, many smaller hotel units fail to recognize the positionâ&#x20AC;&#x2122;s importance. Only large hotel units and large companies recognize the importance and value of the position of the Chief Steward. It is important that someone is responsible for all items used in the hotel and especially high value equipment like washing machines, while the same person is responsible for the organization and smooth operation of the department. The following chapters shall present the most relevant issues that need to be addressed by whoever decides to undertake this profession or anyone engaged in Stewarding either in hotellery or in other catering businesses across the globe.

MANAGING A STEWARDING DEPARTMENT

INTRODUCTION

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1. JOB DESCRIPTIONS

To administer his/her station in a way that ensures the smooth and efficient functioning of the department the Chief Steward should: • Have good communication with the Chef of the hotel and all the heads of the F&B, the Maître, captain, and head waiters, so that everyone functions in a way that promotes the optimum functioning of the hotel, with the cooperation of the F&B manager. • Have knowledge of how each and every section of the hotel operates in relation to the kitchen and his/her own department. • Be aware of the needs of the cook(s) in the kitchen. • Hold periodical meetings to discuss the problems of the SD as brought to his/her attention by the competent heads of section and the staff. • Identify problems that cannot be solved through his department and report them to the F&B manager and/or the HR of the hotel. • Be responsible for overseeing the proper functioning of the dish washing machines and optimum method of dish washing. • Be responsible for overseeing the proper cleaning and disinfection of all floors and spaces. • Be responsible for ordering the supplies required to meet the needs of the hotel such as dishes, cutlery, glasses for bars and restaurants etc. within the budget specified by the hotel accounting department for the SD. • Monitor and evaluate the reserves of materiel to establish whether it is in good condition or needs replacement. He/she is also responsible for the monthly inventory of cleaning materials and preparation of the relevant documentation. • Monitor the supply of detergents and cleaning fluids from the storeroom of the hotel and also verify that they are in good order and in sufficient quantities, also needs to verify that there is no wastage in the use of detergents and liquid materials by the staff. • Be responsible for supervising and controlling the maintenance of equipment and its proper handling so as to minimize damage and wear. He/she must also write damage reports for the timely repair and/or replacement of equipment. • Be responsible for employee training by providing re-education programmes (offered through specialized professional companies) for all employees, on various topics related to their work. Some of this training can be undertaken on the job, a procedure which ensures more efficient use of

MANAGING A STEWARDING DEPARTMENT

Chief Steward

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TASSOS KALATZIS

• • • • •

working hours. These usually target the handling of heavy duty equipment like washing machines, correct use of cleaning materials etc. Actively participate in management meetings and contribute ideas. Prepare the weekly schedule and/or monthly schedule. With the help of the assistant Chief Steward, ensure that all employees have taken the holidays and rest days they are entitled to by the end of the year. Be responsible for supervising the staff and ensure that they are properly dressed and meticulously clean. During receptions, events etc. be responsible for all the equipment and utensils necessary to make sure that the event is adequately catered for.

Is responsible for checking all rear areas of the hotel including kitchen areas, supply bays, garbage collection etc. • Prepare the inventory of materials and utensils of the SD, a task usually undertaken every six months, always under the supervision of the Accounting Dept. • Be aware of the requirements of the hotel management and to abide by the rules of the hotel. • Abide by the articles of the Hazard Analysis Critical Control Point (HACCP).

MANAGING A STEWARDING DEPARTMENT

Assistant Chief Steward • In general, assist the Chief Steward in all his tasks as listed above. • Be responsible for the supervision and control of disinfections that need to be meticulously undertaken on a periodical basis. In particular, monitor the cleaning and disinfection in all areas of the F&B under the guidance of the Chief Steward. • Ensure that the staff of the department act as a coordinated team. • Serve as an example of integrity and cooperation for the staff under him/ her. • Listen and show interest in the ideas of any employee who is willing to contribute. • Bear responsibility for the betterment of the SD in cooperation with other departments. • Assist employees in improving the level of communication between them. • As the person on the receiving end of any changes prescribed by the management he/she must be in a position to implement any such with efficiency and promptness. • Perform assigned work that is required by his superior, the Chief Steward. • Assist in preparing the work schedule as well as the holiday rostrum for the

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1. JOB DESCRIPTIONS

• •

• • • • • • • •

staff so as to have everyone in the department in order by the end of the year. Directly monitor staff so that their uniforms and general appearance meet the standards of the hotel. Control along with his superior, the Chief Steward, incoming supplies from the central warehouse for cleaning or any other materials and check that they conform to the order drawn up by the SD and that they arrive timely and in good condition. Know what requirements are necessary for the department and how to fill order requests. Monitor the usage of equipment in order to minimize breakage and waste. Have good knowledge and follow closely the internal rules of the hotel. Always wear his/her uniform and serve as an example to others with regard to the basic rules of cleanliness and hygiene. Ensure that the rules provided by the hotel are adhered to by the staff. Serve as an example of discipline and take appropriate action if an employee makes a disciplinary offense. Assist the Chief Steward on the required inventories and make the necessary preparation to assist in obtaining accurate results. Abide by the articles of the Hazard Analysis Critical Control Point (HACCP).

• Is responsible for the cleaning and disinfection of the pot washing area including the cook’s utensils (pots, pans, trays, etc.), fryers, griddle plates, baking plate, large pans, large kettles twice daily (daytime, evening). • Wash and disinfect the trolleys and their gratings where the cooks place the gastronomes. • Is responsible for cleaning and disinfecting the vehicle of the department, if applicable. • When using cleaning materials to carry out duties always follow instructions listed on the packaging. • Should nurture camaraderie with the dish washers and be willing to assist them if necessary and strive to continuously improve communication with his/her colleagues. • Should assist the Assistant Chief Steward/Chief Steward as and when requested. • Must embrace proposed changes in his/her section and implement them promptly. • Must have good communication with the cooks and understand their needs and priorities.

MANAGING A STEWARDING DEPARTMENT

Pot Washer

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TASSOS KALATZIS

• Must perform any assigned work that is required by the Chief Steward or his assistant. • Ensure excellence in maintaining standards of hygiene, tidiness and cleanliness throughout the department. • Strive to become a better professional along with experience gained. • Always be flexible and committed to the job at hand. • Participate in meetings of the department. • Be aware of fire safety standards and comply with their content. • Always be aware and maintain personal hygiene standards and wear clean garments. • Handle machinery of the hotel professionally and with respect to their specifications. • Is responsible for the collection of garbage from all kitchens. • Is responsible for cleaning and disinfecting the trash containers positioned in the kitchens. • Is responsible for cleaning and disinfecting the large bins of the municipality where the hotel garbage is disposed. • Is responsible for cleaning and disinfecting the garbage refrigerator of the hotel. • Is responsible for cleaning and disinfecting the garbage collection area of the hotel (many hotels have a specially designated area). • Follow hotel policies and respect the rules of his employer. NOTE: In large hotel units the collection of garbage and recycling of paper and glass may be the responsibility of a different person and/or section.

MANAGING A STEWARDING DEPARTMENT

Dish washer Must ensure absolute cleanliness and disinfection of all utensils used in the kitchen and maintain excellent standards of hygiene. • Is responsible for the cleaning and disinfection of all cutlery used in the kitchens. • Wash and disinfect the trolley and their gratings where the cooks place the gastronomes. • When using cleaning materials to carry out duties always follow instructions listed on the packaging. • Should nurture camaraderie with the pot washer and be willing to assist him/her if necessary and strive to continuously improve communication with his/her colleagues. • Should assist the Assistant Chief Steward as and when requested. • Must embrace proposed changes in his/her section and implement them promptly.

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1. JOB DESCRIPTIONS

• Must have good communication with the cooks and understand their needs and priorities. • Must perform any assigned work that is required by the Chief Steward. • Ensure excellence in maintaining standards of hygiene, tidiness and cleanliness throughout the department. • Strive to become a better professional along with experience gained. • Always be flexible and committed to the job at hand. • Participate in meetings of the department. • Be aware of fire safety standards and comply with their content. • Always be aware and maintain personal hygiene standards and wear clean garments. • Handle machinery of the hotel professionally and with respect to their specifications. • Follow hotel policies of the hotel and respect the rules of his employer.

The Chief Steward in the Chain of Command

MANAGING A STEWARDING DEPARTMENT

In the organizational chart of most major hotels and hotel chains the Chief Steward is placed directly under the F&B Manager or the Operations Manager, if applicable, as the latter is superior to the F&B Manager. Conversely, in small hotels where the description of staff responsibilities is often less distinct, the position of Chief Steward is by-passed and the relevant staff are coordinated and report to the respective Chef.

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170 × 240 SPINE: 9.5 FLAPS: 80

Chef

Managing a Stewarding Department

George S. Labropoulos

TA S S O S K A L AT Z I S

Kostas Pachymanolis

This book aims to help professionals aspiring to a career in the Stewarding or Food & Beverage Departments.

TA S S O S K A L AT Z I S

Managing a Stewarding Department

Vatatzi 55 str., 114 73 Athens, Greece ΤEL. : +30210 6431108 E-MAIL: ekdoseis.ocelotos@gmail.com www. ocelotos. gr

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