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:

NEEDS OUTCOME

Physiological the need of special food items

the need for good value for

Economic
the price paid

Social a friendly atmosphere

the need for enhancement of

Psychological
selfesteem

the desire for someone else to

Convenience
do the work
Characteristics of the F & B
operations:
Following are the main characteristics:
A vital part of everyday life
Major contributor to the global economy
Highly fragmented & complex
Creates employment
Encourages entrepreneurship
Promotes diversity through many different food concepts &
cuisines
Innovative
Consumer led
High competition
Fulfils basic needs
The foodservice operation/cycle
(a) Consumer
and market
(h) Monitoring (b)
of consumer Formulation of
satisfaction policy

The foodservice cycle can be

(g) Control of (c)
costs and
used as a basis to analyze Interpretation
revenues how different foodservice of demand
operations work.

(d) Planning
(f) Production
and design of
and service
facilities
(e)
Provisioning
 (a) Consumer and
Target the consumer needs and market potential.
market

(b) Formulation of The formulation of policy and business objectives: guide the choice of
policy operational methods that will be used.

(c) Interpretation of The interpretation and design of facilities required for the food and beverage
demand operations and the plant, equipment required.

(d) Planning and The planning and design of facilities required for the food and beverage
design of facilities operations and the plant and equipment required.

The organization of provisioning for food and beverage and other purchasing
(e) Provisioning requirements to meet the needs of the food production, beverage provision and
the service methods being used.

Knowledge of the operational and management requirements for the food

(f) Production and
production. Together with the management and staffing needs in order to meet
service
the requirement of the operation.

Control of cost of material and other costs, such as labor and overheads,
(g) Control of costs
associated with the operation of food production, beverage provision and other
and revenues
services, and the control or revenue.

(h) Monitoring of The monitoring of customer satisfaction to continually check on the extent to
consumer which the operation is meeting customer needs and achieving customer
satisfaction satisfaction.
Performance measure in foodservice
operation

Performance measure variables

Seat turnover
Customer spend/ average
check
Revenue per member of staff
Productivity index
Ratio of food and beverage
sales to total sales
Sales/ profit per seat
Sales analysis
Departmental profit
Stock turnover
Complaint levels
Level of repeat business
Sectors of the foodservice industry
 Sectors of the foodservice industry
Purpose of the foodservice
Industry sector Historical Summary
operation
Supported by developments
Hotel, motel, B&B, food and drink
in transport and business and
Resort accommodation
leisure-related tourism
Grew out of hotel restaurants
(which were originally highly
high price
Restaurants formal) through chefs
high levels of service
wishing to start their own
business
Caf low/ medium price
Pizza limited levels of
Has gone through various
Sandwicherie service
phases.
Grills high customer
steak house throughput
 Purpose of the foodservice
Industry Historical Summary
operation

highly specialized
environment influenced by USA
high investment concepts
Fast food
high labor costs highly sophisticated meal
vast customer packaging and marketing
throughput

Fast provision of food Developed from a variety of

Takeaway
and drink concepts.

away from home

Developed through the need
base; suppliers
Outdoor catering (ODC) to provide services at special
associated with a
events.
major event
Sectors of the foodservice industry
Purpose of the
Industry sector foodservice Historical Summary
operation
Developed originally from prestigious
Fast provision of
Retail stores stores wishing to provide food and drink
food and drink
as part of the retailing experience
Events/
Provision of large Originally associated with hotels but has
banqueting/
scale food and now become major sector in its own
conferencing/
drink for events right
exhibitions
Leisure
attractions such Provision of food
as theme park, and drink to people Increase in leisure have made profit
museums, engaged in another from food and drink
galleries, cinemas pursuit
and theatres
Sectors of the foodservice industry
Purpose of the foodservice
Industry sector Historical Summary
operation
Welfare catering Provision of food and drink Highly regulated and
or to people in colleges, maintained
Social caterer/ universities, the armed
foodservice ( forces and to people through
established social need

Provision of food and drink Developed from bars and

Licensed trade in an environment other drinking places with
wine bars dominated by licensing increased regulation and
clubs requirements liquor licensing
requirements
Transport catering Grew out of the need to
Provision of food and drink
including railways, meet the demands of the
to people on the move
airline and marine travelling public.
Classification of food
and beverage
operations
Customer type
Ownership of F & B operations

Management
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
Increasingly, hotels are realizing that hotel-run restaurants are
in some cases unprofitable due to many residents opting to dine
at known branded outlets.
Therefore, a new & emerging trend is where the hotel forms a
partnership with a restaurant/coffee chain/bar brand that
would operate from a designated area within the hotel.
Popular F & B Services
Types of operation Description

Offering a high level of table (silver,

Guridon and/or plated) service.
First Class
Often associated with classic or
haute cuisine.
Establishments tending to reflect ethnic
Ethnic
origin.
With a concept, which make it takes
priority over everything else. The
Themed concept can be represented by
architecture, food, music, and overall
'feel' of the restaurant.
Normally serving one-plate items
Bistro, Brasserie
rather than formal meals.
Popular F & B Services
Types of operation
Coffee shop or caf
Cafeteria
Fast Food Outlet
Wine bars
Description
A small social gathering place which sells
varieties of coffee and tea. Some snack,
light food and portioned dessert as
supplement.
Primarily self-service with customer
choosing selection from a counter or
counters in varying designs and layouts.
Meeting the needs of all-day meal taking
and also the need for grab and go
service.
Commonly wine themed. A typical
feature of many wine bars is a wide
selection of wines available by the glass.
Partial list of restaurants in Sai Gon
Company Name Type of Food

Shushi Bar Japanese restaurant

Mc Donald Fast Food

KFC Fast Food

Burger King Fast Food

Starbucks Coffee & Snacks

Coffee Bean & Tea Leaves Coffee & Snacks

Trung Nguyen Cofee Coffee & Snacks

Deli France Fast Food sandwiches

Subways Fast Food Sandwiches/ Salads

Pizza Hut American style pizza

Dominos Pizza American style dining

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.
 F & B services attributes in meal experience

Material Product Environment Behaviour and attitude

Quality of F & B Cleanliness Friendliness

Portion size Location and Competence
Variety of menu accessibility Courtesy
choices Size and shape of Efficiency and speed
Food and beverage room Helpfulness
Consistency Furniture and fitting Professionalism
Range of tastes, Atmosphere (color, Responsiveness to
textures, aromas, lighting, temperature, special requests
color, temperature, noise level)
Responsiveness to
appearance Spaciousness of complaints
Price of meal/service restaurant
Availability of menu Employees
items appearance
Availability of
parking
Food and Beverage Division
Positive attribute of F & B service personnel
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
Positive attribute of F & B service personnel
Punctuality
Punctuality is all-important.
Loyalty
The staffs obligations and loyalty are firstly to the establishment.
Conduct
The rules and regulations of an establishment must be followed,
especially in front of customers.
Sale ability
Able to contribute to personal selling and merchandising
Sense of urgency
To generate the maximum amount of business over the service
period, with as high a net profit as possible.
Contribution to the team
Above all, staff should be able to work as part of a team within
and between departments.
Food and beverage service
actually consist of two separate sub-system, operating
at the same time.

These are:
1. The service sequence which is primarily concerned
with the delivery of the food and beverage to the
customer.

2. The customer process which is concerned with the

experience the customer undertakes to be able to order,
be served, consume and have the area cleared.
Food and beverage service
 Food production methods
Method Description

Term used to describe production utilizing mainly fresh foods and

Conventional
traditional cooking methods

Convenience Method of production utilizing mainly convenience foods

Production not directly linked to service. Food are held and

Centralized
distributed to separate service area

Food production storage and regeneration method utilizing principle

Cook-chill
of low temperature control to preserve qualities of processed foods

Production, storage and regeneration method utilizing principle of

Cook-freeze sealed vacuum to control and preserve the quality of processed
foods

Method of production, storage and regeneration utilizing principle

Sous-vide of sealed vacuum to control and preserve the quality of processed
foods