A strategic approach to managing food and beverage services in a hotel company

Ugostiteljstvo je, prije svega, uslužna gospodarska djelatnost pružanja usluga smještaja, hrane te pića i napitaka. U ugostiteljskoj je djelatnosti na prvome mjestu, svakako, pružanje usluga usluživanja prehrane i točenja pića i napitaka. Pružanjem tih usluga (usluga prehrane i pića) u hotelijerstvu kao najčešćem obliku ugostiteljstva, pruža se putem odjela hrane i pića, gdje najviše do izražaja dolazi restaurant, jer tamo dolazi do susretanja i sučeljavanja ponude i potražnje za hranom i pićem. Da bi se bolje razumjela i mogla definirati uloga restorana u pružanju usluga hrane i pića u hotelijerstvu, potrebno je istražiti organizaciju rada odjela hrane i pića, kako bi se mogla unaprijediti sveukupna djelotvornost cijeloga odjela hrane i pića, a ponajprije restorana ugostiteljskih organizacija. Svrha ovog završnog rada jest istražiti organizaciju rada u hotelskom odjeljenju hrane i pića, na primjeru hotela Esplanade u Zagrebu. Ciljevi istraživanja u ovome radu definirani su kao izazovi organizacije rada konkretnih restorana u hotelu Esplanade Zagreb. Za te zadane izazove u organizaciji rada ponuđena su organizacijska rješenja s ciljem unaprjeđenja menadžmenta i organizacije restorana. Ovakav način rješavanja organizacijskih problema moguće je općenito primjenjivati u restoranskom poslovanju.Hospitality is, above all, service economic activity of providing accommodation, food and beverage services. In hospitality industry, the provision of food services and dispensing of drinks and beverages, is on the first place and top priority. By providing those services (food and beverage services) in the hotel industry as the most common form of the hospitality, it is provided through the food and beverage hotel department, where the restaurant is the most prominent, because that is the place where comes to the meeting and confrontation of supply and demand for the food and beverages. In order to better understand and define the role of the restaurants in the proces of providing food and beverage services in the hotel industry, it is necessary to explore the organization of food and beverage departments, in order to imprve the overall efficiency of the entire food and beverage department, especially restaurants. The purpose of this final paper is to investigate the organization of the work in the hotel department of food and beverage, on the example of hotel Esplanade, located in the centre of Zagreb. For this given challenges in the organzation of work, organizational solutions are offered with the aim of improving the management and organzization of the restaurant. This way of solving organizational problems can be generally applied in the restaurant business