Name: Tanuj Arneja Student ID: 1199714

Course Name: Bachelor of Business in Hotel Management

Unit Title: Kitchen Operations Management Date: 17/11/2018

Email: [email protected]

Campus: Le Cordon Bleu, Sydney Lecturer Name: Steve Belcher

Assignment Topic (refer to Unit Information Guide)- KOM Assignment-1

Assignment Number: Due Date: 18/11/2018

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 TITLE PAGE
KOM - KITCHEN OPERATION MANAGEMENT
REPORT

Name – Tanuj Arneja

Student ID - 1199714
Table of Contents

Abstract………………………………………………………………………………………………………….4
PART 1:
A LARGE INTERNATIONAL HOTEL………………………………………………………………… 5
B French Fine Dining Restaurant…………………………………………………………………..8
C Local Ethnic Restaurant…………………………………………………………………………….9

PART 2: ISSUES AND SOLUTIONS IN A RESTAURANT……………………………………10

1. Long waits for the meal……………………………………………………………….10
2. Inconsistent portion…………………………………………………………………….10
 3. Dirty crockeries……………………………………………………………………………11

PART 3: THE PARTIE SYSTEM AND DUTIES & RESPONSIBILITIES OF CHEFS

A The Partie System…………………………………………………………………………………….11
B Duties and responsibilities for the following position in the kitchen………12

1. The Executive Chef………………………………………………………………………………12

2. Chef Entremètier…………………………………………………………………………………12
3. Chef Garde-Manger…………………………………………………………………………….12
4. Chef Saucier…………………………………………………………………………………………12
5. Sous Chef……………………………………………………………………………………………..12
6. Chef Boulanger…………………………………………………………………………………….13
7. Chef de Partie………………………………………………………………………………………13
8. Plonger………………………………………………………………………………………………….13
CONCLUSION
REFERENCE LIST
ABSTRACT

This report would give an overall view of the Hyatt Regency Hotel, a French
fine dining restaurant and a local Indian restaurant and their kitchen
organizational structure as well as discuss about the complaints that customer
had about the inconsistent portion, dirty crockeries and long waits for meals
and would recommend some solutions to overcome this issue and finally at
last, it will briefly explain the Partie System and its brief history as well as some
duties and responsibilities of some chefs in the hierarchy system.
Part 1:

A LARGE INTERNATIONAL HOTEL

1. THE TYPE OF ESTABLISHMENT AND CUSTOMER EXPECTATION

Hotel- Hyatt Regency, Sydney

Hyatt Regency is a five-star hotel located next to the Darling Harbour in

Sydney’s Central Business District (CBD) and is known to be the Sydney’s
largest premium hotel with 892 guestrooms, two bar called Zephyr which is on
the rooftop and another Dundee Arms, one lobby lounge located in the heart
of the hotel and one restaurant which offers the customers with truly local fine
dining experience.

Hyatt Regency features more than 3700 sq. meters of space for formal
meetings including two ballrooms which has a seating of 1100 guests and also
gives a spectacular view of Darling Harbor. As these ballrooms can
accommodate large gatherings and meetings. Whenever any wedding has
been organized in the waterfront ballroom the cuisine can be showcased in a
custom designed menu to meet the taste and get new experience on the
special event. Any dietary requirements or allergies should be informed to the
kitchen while designing the menu.

As, Hyatt Regency doesn’t have any target market as it is an international chain
but their main target is to attract more and more customers from around the
world. Hotel staffs are really helpful and every staff are dressed professionally
and gives the guest with an amazing view of the city from their rooms. This
hotel provides with the facility of a small minibar and a complementary wi-fi in
each room.

According to Klaudia Ferenczuk, in the 21stcentury customers have high

expectations from the five-star hotels. Some of the expectations could be as
follows:
 According to Gallup, Wi-Fi has become necessity for the guests and they
would not mind paying extra bucks for better connectivity.
 Some of the customers won’t mind in booking the expensive room if
they perceive that this would give them more value of money as
compare to the cheaper rooms

2. THE MENUS

At the sailmaker restaurant in the hotel, it provides the customers one of the
famous Australian seafood menu. This menu showcases the Australian
seafood. As this menu would give an opportunity to the customers to taste the
natural flavours of the seafood. This restaurant is at its peak from 3:30pm-
8:30pm. This restaurant uses a la carte and buffet menu for the customers. At
the time of breakfast, restaurant provides the live station for eggs and pasta to
meet all dietary requirements for the customers. In the kitchen, chef head has
pasted many pictures of various dishes on the notice board so that the chefs
could know how much portion is to be plated. This would help in maintaining
the consistency in the restaurant and makes the guests to come back to the
restaurant.

In this hotel there is bar called Zephyr which is known to be the most famous
as well as busiest bar in the Sydney. It is situated on the rooftop of the hotel
and gives a mesmerizing overall view of Darling Harbour from where fireworks
are visible that takes place every Saturday night at 9pm. This bar offers a very
minimal menu which includes small plates such as prawns, truffle popcorns,
roasted nuts and so on. The skilled and talented team members in the bar
gives a sensational experience to their customers by serving them the
signatures cocktails.

3. KITCHEN ORGANISATIONAL STRUCTURE

In the kitchen there are 78 chefs and there is one head chef or an executive
chef who leads the hierarchy of the kitchen structure. When the restaurant is
at its peak, chefs of the kitchen work as a team and help each other to increase
the efficiency. Members in the kitchen are very responsible in terms of hygiene
and cleanliness. As, sanitizer’s dispenser is placed in front of each section and
their counters were neat and tidy.

Safety is given the first priority in the kitchen, as there are some first aid kits
provided in the kitchen and have fire exits to prevent from any emergency, as
it makes more convenient for the evacuation. There is an alarm in every cold
storage rooms to avoid any mis happening in that area.

The design of the kitchen was really huge and there is enough space between
the sections to avoid any accidents. In this kitchen to avoid any cross-
contamination chefs use different gloves and stations to face any special
dietary requirements. All the chefs in the kitchen are always dressed
professionally and also wear proper ironed uniforms. Ventilation was really
good in the kitchen as well as the lighting was very descent not too dark nor
too low.

This hotel follows a policy called sustainability by reducing wastage, so that

they could help the homeless or poor people by distributing the carry over
food. In some areas the kitchen uses LED lights to save energy for future.

4. PHYSICAL FACILITIES AND EQUIPMENTS

As, it is a big hotel there would be many expensive equipment’s in the kitchen
such as big ovens, 2-3 large cold rooms, microwaves as well as deep fries and
blenders etc.

5. AVAILABLE SKILL SETS

As, it is a large hotel with 892 guestrooms and 78 chefs in the kitchen, all
the chefs would be professionally skilled to maintain this high level of
standards.
B FRENCH FINE-DINING RESTAURANT

1. THE TYPE OF ESTABLISHMENT AND CUSTOMER EXPECTATION

The restaurant I will be discussing will be LoluK Bistro which is the French
restaurant. It is located at Bourke street in Surry Hills. The restaurant seats up
to 70-80 guests for the dinner and 100-110 guests for the cocktail party.
Customers would expect friendly behavior of the employees and good quality
of service. The most important, customer would expect that they should feel
value for money.

2. THE MENUS & KITCHEN STRUCTURE

Loluk Bistro offers an à la carte menu which includes, entrées (starters),

assiettes à partager (sharing plates), accompagnements (sides), plats de
résistance (main course), fromage (cheese) and at last desserts. The restaurant
also serves wine and beer list to their guests as wine is known to be the
famous beverage in France. According to Hannah Wickford, the kitchen
structure of this bistro would be small due to the size of the restaurant. In
smaller establishments employees are required to take more than one
responsibility. In the kitchen there would be 4-5 chefs. One Executive chef, two
cooks and one serving staff. Duties and Responsibilities of the chefs would not
be specific as they have to work as all-rounder. Each chef will require to help
each other to increase the efficiency of service and make the customers happy
and satisfied.

3. THE PHYSICAL FACILITIES AND EQUIPMENTS

The facilities and equipment’s in the French restaurant’s kitchen would be

small cold storages to avoid any wastage or cross-contamination. Deep fries
and ovens.

4. AVAILABLE SKILLS SETS

The staffs would be highly skilled in this restaurant as it is quite big and have a
seating of 70-80 guests. Front of house staff would be more skilled as they will
interact and greet the customers. Dishwasher staff should be more skilled as
any mishandling while cleaning the dishes can cause chemical burns.

C LOCAL ETHINIC RESTAURANT

1. THE TYPE OF ESTABLISHMENT

Lavendra restaurant is an Indian restaurant. It gives a beautiful Sydney harbour

view and guests experience a professional service with unique flavours of
Lavendra. It is located on walker street at lavender bay. It has a seating of 50-
60 guests.

2. THE MENUS

This Indian restaurant serves the guests with the modern cooking techniques
to present the best Indian cuisine in Sydney. The specialty of this restaurant is
that they come up with the new seasonal menu in every three months
depending upon the Indian traditional dishes. According to Claire Georgiou
seasonal menu would give better as well as natural taste to the customers.
Lavendra serves an à la carte menu which has starters, mains, desserts and
breads. They also offer a tasting menu which is very unique experience and is
not common in Indian restaurants. In the kitchen they have 3-4 chefs which
includes, head chef, two cooks and one helper.

3. PHYSICAL FACILITIES AND EQUIPMENTS

This restaurant would have ovens, good ventilation facility due to the small
kitchen. Small cold storage rooms and ice machine to serve any drinks.

4. AVAILABLE SKILLS SETS

In the local ethnic restaurant some staff would be highly skilled such as head
chef and cooks. There would be some low skilled staff such as helper, waiter or
cleaner staff due to the small restaurant.
 Part 2: ISSUES AND SOLUTIONS IN A RESTAURANT

If, I am a kitchen manager of a restaurant in any hotel and frequently getting

customer complaints about the long waits for the meal, different portions and
filthy crockeries. I, as a manager would take some reasonable steps to resolve
this ongoing problem.

1. Long waits for the meal

The main cause of this issue could be that the kitchen and food & beverage
staff may not be communicating well. According to Ninemeier, good
communication skills between the departments is essential for the success of
the restaurant. Another reason could be that there is malfunction in point of
sale system. I would talk to the head chef and restaurant manager as they
would be responsible in delaying the dishes. As a manager, I would employ
enough staffs and bring team work among them. I would also keep a check on
the waiters if they are taking correct orders and giving dockets to the kitchen
on time (Ninemeier 1995).

2. Inconsistent Portion

Inconsistent portion can be caused due to the kitchen staffs, not cutting proper
vegetables or not following standard recipes given by head chef. Another
reason could be lack of training. If, I get complaints about the different
portions, I would contact the head chef of the restaurant as he is the
responsible for the dishes that is being presented and prepared by the chef. I
would also talk to sous chef; whose function is to overlook the dishes before it
goes to the customers. As a manger, I would keep a check on the dishes before
it is served to the customers and would train the new staffs by creating some
sample dishes with proper and consistent portion.

3. Dirty Crockery

The cause of this problem could be that the dishwashers may not be quick
enough to clean all the utensils., I would contact the cleanliness department as
they would be responsible for filthiness. Chef de partie and chef are also
responsible for this as they are the one who prepares and present the dish on
the plates before it is served to the customers. As a manager, I would keep a
check on how the crockeries are being washed and would supply good
chemicals or equipments if needed.

Part 3: THE PARTIE SYSTEM AND DUTIES & RESPONSIBILITIES OF CHEFS

A.The Partie System:

Partie system also known as kitchen brigade system, this system is commonly
used in the kitchens of restaurants and hotels. It is the system in which people
are ranked who are working in the kitchen. Each area is led by someone and
they report it to the head chef (Draz and koetke, 2017, p. 43). In the late
19th century Georges Auguste Escoffier ( French Chef) introduced the partie
system in London’s Savoy Hotel. Although, Escoffer got trained in an old
kitchen structure of 14th century. In the beginning of the Franco–Prussian War
in 1870, he became the chef in the army of Rhine. After that he worked at
savoy restaurant and there he developed this system. The modern kitchens
would have small brigade systems due to the modern technology such as
blender, mixers etc. which has made the kitchen production more easier. This
system also called the kitchen brigade hierarchy system (Le Cordon Bleu
Engage, 2018, p.26). The reason behind this system is to delegate the different
sections of the kitchen as it would be easy to get job opportunities, Whether it
is cooking or preparing fish or vegetables.

B. Duties and responsibilities for the following

positions in the kitchen:

1. Executive Chef (Mâitre chef de cuisines)

The duty of the executive chef is to determine the best possible presentation
of the dish and coordinate the activities of chefs. The main responsibility is to
look after the daily operations in the kitchen. Executive chef not only works in
the kitchen but also work outside the kitchen such as, helps in planning and
organizing the menu, maintain inventory of the food supplies and also train
staffs who prepares food. Responsible for maintain stock control in the
restaurant. Executive chef plans the roaster for every employee each week.

2. Chef Entremètier (Vegetable cook)

They are the chefs who are responsible for the preparation and cooking of
vegetables, egg dishes and hot appetizers. Also has a responsibility of making
soups. (Hayes 2014, p.7)

3. Chef Garde-Manger (Pantry Chef)

These chefs keep a check on the cold stations, they are responsible for making
salads, fruits and many other cold appetizers and sometimes buffet platters.

4. Chef Saucier (Sauté Chef)

They are responsible for the production of hot sauces and soup to support the
meat. They also prepare entrée which includes poultry and meat which are
usually cooked by stewing or boiling. Stews and pasta dishes are also being
prepared by this chef whenever required. This section is the busiest and
demanding section.

5. Sous Chef (Food Preparation)

Sous chef is the professional chef as he/she has an ability to take chef de
cuisine position whenever he/she is absent. Sous chef basically means under
the chef. sous chef is responsible for planning as well as filling food preparation
for the head chef and sometimes support the station chefs.

6. Chef Boulanger (Baker)

This chef has the duty of preparing baked breads and yeast goods such as
croissant.

7. Chef De Partie (Station Chef)

This chef has the duty to overlook the kitchen and helps in training the commis
as well as helps the head chef and the sous chef in preparing the menu and
various dishes. This chef ensures that the staff working in the kitchen are
complying with rules of health and safety.
 8. Plonger (Kitchen Hand)

It is basically a person who usually wash dishes and is required to manage

some small tasks in the restaurant. Kitchen hand helps the chefs in food
preparation and kitchen equipment maintenance. Higher level kitchen staffs
supervise the kitchen hand staffs.

CONCLUSION:

In a nutshell, Hyatt Regency and its kitchen structure is one of the modernist
kitchens offering different services to the guests and satisfying their needs.
Moreover, understanding the duties and responsibilities of each and every
position in the kitchen and a brief discussion on Partie system and how to
handle customer complaints.

REFERENCE LIST:

Benbria, 2016,’Hotel Guests Expectations’ viewed 15th November 2018, <

https://www.benbria.com/6-things-guests-want-from-hotels/>

Draz, J. & Koetke, C. 2017. The Culinary Professional, 3rdedn, The Goodheart-
Willcox Company, Inc. Stinley park, Illinois

Ferenczuk, K 2018,’Customers Expectations in Hospitality’ Insights, viewed 14 th

November 2108, <
https://insights.ehotelier.com/insights/2018/02/18/customer-expectations-
hospitality-2018/>

Hayes, R 2014, Creating your culinary career, John Wiley, Canada

Le Cordon Bleu Engage 2018, Kitchen Operations Management, study guide, Le

Cordon Bleu, Sydney, Australia.

Ninemeier, J. 1995, Food and Beverage Management, 2 ndedn, Educational

Institute of the American Hotel, East Lansing, Michigan

Wickford, H 2018,’Organisational Structure of a Restaurant’ Azcentral, viewed

14th November 2018,< https://yourbusiness.azcentral.com/organizational-
structure-restaurant-2980.html>