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Beverage Sector
Objectives
Introduction to the food and
beverage sector
Sectors of the foodservice industry
Food and beverage operations
Classifications of food service
establishments
Types of food and beverage services
F & B industry
It is usually defined by the output of products. But it
doesnt include the manufacturing of food & drink
and its retailing.
The basic function: serve food & drink to people
and to satisfy their various types of needs.
The main aim is to achieve Customer
Satisfaction. The needs that customer might be
seeking to satisfy are:
The foodservice
operation/cycle
Performance measure in
foodservice operation
Purpose of the
foodservice
operation
Provision of food
and drink together
with
Provision
of food
accommodation
and
drink,
service
generally at high
price
with
high
levels
of service
Provision
of food
Historical Summary
Supported
by
developments
in
transport and business
Grew
out
of hotel
and
leisure-related
restaurants
(which
tourism
were originally highly
formal) through chefs
wishing
to start
their
Has
gone
through
business
including
cafs, and drink generally own
various
phases.
pizza, grills and at low/ medium
steak house
price with limited
levels of service
and
often
high
customer
throughput
Industry sector
HK terminology
foodservice
operation
Provision of and
drink
in
highly
specialized
environment,
characterized
by
high
investment,
high
labor costs
Takeaway
Fast provision
of
and and
vast drink
customer
including ethnic, food
snacks, fish and throughput
chips,
sandwich
Outdoor
catering Provision of food
bars
(ODC)
and
drink
away
(or off-premises from home base;
catering or event suppliers
usually
catering)
associated with a
major event
Historical Summary
Heavily influenced by
USA concepts; highly
sophisticated
meal
packaging
and
marketing
Developed
from
variety of concepts.
Retail stores
Events/
banqueting/
conferencing/
exhibitions
Leisure
attractions
such as theme
park,
museums,
galleries,
cinemas and
theatres
Purpose of the
foodservice
operation
Historical Summary
Industrial
catering either
in-house
operations
or
through
Motorway
catering/
service stations
foodservice
contractors
foodservice
operation
Historical Summary
Provision
of Developed out or recognition
food and drink that better fed workers work
to people at better.
work
Provision
of
food and drink,
together
with
petrol and other
retail services,
often
in isolated
Provision
of
locations
food and drink
Transport
Grew out of the need to meet
catering
the demands of the travelling
including
to people on the public. Originally service were
railways, airline move
of high levels, reflecting the
and marine
type of traveler. Eventually
changed to meet the needs of
a wide range of traveler.
Purpose of the
foodservice operation
Welfare
catering or
Social caterer/
foodservice
(student,
healthcare.
Licensed trade
Institutional
including wine
and military)
bars, licensed
clubs
and
member club
Historical Summary
Classification of F & B
Industry
Customer type
Ownership of F & B
operations
Manageme
nt options
Self-operated
The owner or organization manages the
operation themselves. It could be a small,
large or a franchised situation.
Franchise agreement
With a franchise, the franchisee (the owner
of the facility) pays fees to the franchisor (or
franchise company) in exchange for the right
to use the name, building design, and
business
methods
of
the
franchisor.
Furthermore, the franchisee must agree to
maintain the franchisors business & quality
standards.
Management contracting
When an owner or operator of an establishment
employs or contracts specialized hospitality or food
& beverage service company to manage the whole
or part of the operation. This could be either in a
hotel or in a non-commercial institution, for
example a university.
Outsourcing
Description
First Class
Ethnic
Themed
Bistro, Brasserie
Description
Coffee shop or
caf
Cafeteria
Primarily
self-service
with
customer
choosing selection from a counter or
counters in varying designs and layouts.
Wine bars
376
McDonalds
Fast Food
232 + 77
McCafe
Caf de Coral
151
Fairwood
107
KFC
Fast Food
62
Burger King
Fast Food
15
Starbucks
115
Pacific Coffee
110
Outback
Steakhouse
Deli France
34
Olivers Super
Sandwich
18
Pret a Manger
12
California Pizza
Kitchen
F & B in accommodation
5-star
hotels
Budget
hotels
Bed &
breakfast
Hostel
4-star
hotels
Definition of meal
experience
The meal experience may be defined as
series of events both tangible and intangible
that a customer experiences when eating
out.
Tangible- which can be feel by touching,
seeing like restaurant tables, chairs etc.
Intangible- which can be only sensed/felt like
restaurant atmosphere etc.
Organizational Chart
Restaurant Team
Restaurant manager/
supervisor
Responsibility for the organization and
administration of particular food and beverage
service areas. These may include the lounges,
room service (in hotels), restaurants and
possibly some of the private function suites.
Job duties consist of:
managing employees,
regulating business operations,
resolving customer issues,
create work schedules,
monitor and evaluate employee performances,
motivate staff members,
monitoring inventory (ordering/ delivery),
meeting health and safety regulations,
Reception headwaiter
The reception headwaiter is responsible for
accepting any bookings diary up to date.
They will reserve tables and allocate these
reservations to particular stations.
Greet guests on arrival and takes them to the
table and seats them.
Headwaiter/ matre d
htel/ supervisor
Overall in charge of the staff
Is responsible for seeing that all the prepreparation duties necessary for service are
efficiently carried out
Headwaiter will aid the reception headwaiter
during the service and will possibly take some
orders if the station waiter is busy
Help with the compilation of duty roster and
holiday lists, and may relieve the restaurant
manager or reception headwaiter on their days
off.
Restaurant Team
Station waiter/ chef de rang
Partie system
Partie system is a method of kitchen organization
which is formal, structured brigade and in most cases,
only found in high quality kitchens and restaurants.
The way a kitchen is organized depends on several
factors:
1. The Menu
2. The type of establishment
3. The size of the operation
The number of customers
The volume of food service
4. The physical facilities, e.g. equipment
Relief Chef
(Tournant)
40
41
42
Tournant/Relief Chef
43
Disadvantages:
Staf can be ideal
when particular
section of the
kitchen are not
busy
Expensive
Chefs become
bored
More depend on
stafs
Product knowledge
sufficient knowledge and servicing procedure of all
the items on the menu
Local knowledge
Able to advise the guest on the various forms of
entertainment offered
Personality
Staff must be courteous and good temper. Pleasing
and well-spoken manner
Attitude to customers
Positive attitude all the time and should be able to
anticipate the customers need and wishes.
Good memory
It may help if they know the likes and dislikes of
customers: where they like to sit in the food service
area, what are their favourite drinks.
Honesty
Trust and respect that encourages efficiency and a
good team spirit among the operators.
Punctuality is all-important.
Loyalty
Conduct
Sale ability
Sense of urgency
Convenien
ce
Centralize
d
Cook-chill
Cookfreeze
Sous-vide
Method
Explanation
Baking
Blanching
Boiling
Braising
Boiling
Fried
Deep fried
Grilled
Poaching
Roasting
Sauting
Steaming
Stewing
8. Billing
9. Dealing with payment
10.Dishwashing
11.Clearing following
service
Food production
and beverage
service
Customer
Process
Service
Sequence
Food production
and beverage
provision
a)
b)
c)
d)
e)
Table service
Self-service
Assisted service
Single point service
Specialized service (or service in situ)
Table service: the customer is served at a laid table. This type of service,
which includes plated service or silver service, is found in many types of
restaurant, cafes and in banqueting.
Self-service: the customer is required to help him or herself from a
buffet or counter. This type of service can be found in cafeterias and
canteens.
Assisted service: the customer is served part of the meal at a table and
is required to obtain part through self-service from some form of display
or buffet. This type of service is found in carvery type operations and
may also be used for functions.
Single point service: the customer orders, pays and receives the food
and beverage, for instance at a counter, at a bar in licensed premises, in
a fast food operation or at a vending machine.
Specialized service (or service in situ): the food and drink is taken to
where the customer is. This includes tray service in hospitals or aircraft,
trolley service, home delivery, lounge and room service.
a) Silver/
English
b) Family
c) Plate/
Service of pre-plated foods to customers. Now
America also widely used for banqueting
n
d) French
e) Russian
f) Gurido
n
a) Carver
y
b) Buffets
Group C: self-service
Self-service of customers
4. Cafeteri
a
a) Counte
r
b) Freeflow
Sometimes food is displayed behind the counter and the guests may indicate their
choice to the counter attendant. The food is served preplated and the cutlery is
handed directly to the guest. Guest will pay at the cashier or have to buy coupons
in advance.
Note: some call order production may be included in cafeterias.
5.
Takeaw
ay
6. Drivethru
7. Fast
food
8. Vending
9. Kiosks
10. Food
court
11. Bar
13. Trolley
14. Home
delivery
15. Lounge
16. Room
17. Drive-in