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IntroductiontoFBService
UNIT
1
INTRODUCTIONTOFOODANDBEVERAGESERVICE
OBJECTIVES
GeneralObjective:
TounderstandtheoverallfunctionsofFoodandBeverageServiceDepartment.
SpecificObjectives:
Attheendoftheunityouwillbeableto:
Ølistdownanddescribefoodandbeverageserviceindustry.
Østatethejobspecificationofpersonnelinthefoodandbeverageservice.
Øpracticetheprofessionalpersonnelattributionaccordingtotheservicephilosophy.
INPUT
1.0INTRODUCTIONTOFOODANDBEVERAGESERVICEINDUSTRY
TheHotelandCateringorHotelandFoodServiceIndustryisnowbecomingwidelyknownastheHospitalityIndustry.Theindustryisusuallydefinedbyitsoutputofproductswhichsatisfydemandforfood,drinkandaccommodation(butitexcludesfoodanddrinkmanufactureandretailing).
.
1.1FOODANDBEVERAGESERVICEINDUSTRY
Foodserviceisoneofthefastgrowingindustries.Itoffersjobopportunitiesinhotelsandrestaurants,cateringorganizations,hospitalcatering,welfarecatering,clubs,industrialcatering,transportcateringandoutdoorcatering.Italsoindicatesthatsomeoperationsareprimarilyconcernedwiththeprovisionoffoodanddrinktoboosttheirestablishment.
1.1.1FOODSERVICEINDUSTRYSECTOR
SECTOR
PURPOSEOFSECTOR
HISTORICALSUMMARY
Hotels
∙
Touristaccomodation
∙Provisionoffoodanddrinktogetherwithaccommodation
∙Developedfrominns.Supportedbydevelopmentsintransportandincreasesinbusinessandleisurerelatedtourism
Restaurants
∙Includingconventionalspecialist‘Carveries’
∙Provisionoffoodanddrinkaregenerallyathighpricewithhighlevelsofservice
∙Grewoutofhotelrestaurants(Escoffier/Ritzinfluencedwhichwereoriginallyhighlyformal)throughchefswishingtostarttheirownbusiness
Cateringservices
∙Includingcafes,pizza,grills,specialistcoffeeshops,steakhouses
∙Provisionoffoodanddrinkaregenerallyathighpricewithhighlevelsofservice
∙DevelopedfromABCandLyonsconcepts.GonethroughvariousphasesandinfluencedbyAmericans.
FastFood
∙McDonalds,BurgerKingandKFC
∙Provisionoffoodanddrinkaregenerallyatlow/mediumpricewithlimitedlevelsofservice
∙Acombinationofpopularcateringandtake-away,heavilyinfluencedbyAmericancompanies:
sophisticatedmealpackagingandmarketing.
Take–away
∙Including:
ethnic,‘KFC’,snacks,fishandchips,sandwichbars,kiosks
∙Quickprovisionoffoodanddrinks.
∙Developedfromoriginalfishandchipsconcept.InfluencedbyallAmericancompanies:
sophisticatedmealpackagingandmarketing
Banqueting/Conference/Exhibitions
∙Provisionoffoodanddrinkonlargescaleusuallypre-booked
∙Originallyassociatedwithhotelsbuthasnowhecomemajorsectorinitsownright
Leisure
attractions
∙Themeparks,galleries,theatres,airlineterminals
∙Provisionoffoodanddrinkforpeopleengagedinanotherleisurepursuit
∙Increasesinleisurehavemadeprofitfromfoodanddrink,attractivetoleisureamenityproviders
Table1.1Sectorsofthefoodandbeverageserviceindustry
1.1.2INDUSTRY’SOBJECTIVESANDGUESTEXPECTATIONS
Themainaimoffoodandbeverageindustryoperationsistoachievecustomerssatisfaction.Inotherwords,tomeetthecustomer’sneeds.Theneedsthatthecustomermightbeseekingtosatisfyare:
1.Physiological
Theneedforspecialfoods(diabetic,vegetarian)
2.Economical
Theneedforgoodvalue;fastservice;aconvenientlocation
3.Social
Goingoutwithfriendsorbusinesscolleagues;attendingfunctionstomeetothers
4.Psychological
Theneedforenhancementofself-esteem;fulfillinglifestyleneeds;theneedforvariety;resultedfromadvertisingandpromotion
5.Convenience
Beingunabletogethome(workers,shoppers)orhavingtoattendsomeotherevents(cinema,theatre);thedesireforsomeoneelsetodothework;thephysicalimpossibilityofcateringathome(weddingsandotherspecialfunctions)
Figure1.1Industry’sobjectivesandguestexpectations
Activity1A
TESTYOURUNDERSTANDINGBEFOREYOUPROCEEDTOTHENEXTINPUT…!
1.1Listdownthepurposeandhistoricalsummaryforthehotelindustry,restaurant,cateringservicesandfastfoodrestaurant.
1.2Explainthreeoftheguestexpectationsinfoodandbeverageservice.
FeedbackonActivity1A
1.1
SECTOR
PURPOSEOFSECTOR
HISTORICALSUMMARY
Hotels
∙Touristaccomodation
∙Providefoodanddrinktogetherwithaccommodation
∙Developedfrominns.Supportedbydevelopmentsintransportandincreasesinbusinessandleisurerelatedtourism
Restaurants
∙Includingconventionalspecialist‘Carveries’
∙Providefoodanddrinkgenerallyathighpricewithhighlevelsofservice
∙Grewoutofhotelrestaurants(Escoffier/Ritzinfluencedwhichwereoriginallyhighlyformal)throughchefswishingtostarttheirownbusiness
Cateringservices
∙Includingcafes,pizza,grills,specialistcoffeeshops,steakhouses
∙Provisionoffoodanddrinkgenerallyathighpricewithhighlevelsofservice
∙DevelopedfromABCandLyonsconcepts.Gonethroughvariousphases;Americaninfluenced
FastFood
∙McDonalds,BurgerKing.
∙Providefoodanddrinkgenerallyatlow/mediumpricewithlimitedlevelsofservice
∙Grewfromcombinationofpopularcateringandtake-away,heavilyinfluencedbyAmericancompanies:
sophisticatedmealpackagingandmarketing.
Take–away
∙Including:
ethnic,‘KFC’,snacks,fishandchips,sandwichbars,kiosks
∙Providefoodanddrinksquickly
∙Developedfromoriginalfishandchipsconcept.InfluencedbyAmericancompanies:
sophisticatedmealpackagingandmarketing
Banqueting/Conference/Exhibitions
∙Providefoodanddrinkonlargescaleusuallypre-booked
∙Originallyassociatedwithhotelsbutnowhasbecomemajorsectorinitsownright
Leisureattractions
∙Themeparks,galleries,theatres,airlineterminals
∙Providefoodanddrinkforpeopleengagedinanotherleisurepursuit
∙Increasesinleisurehavemadeprofitfromfoodanddrinkattractivetoleisureamenityproviders
1.2
Physiological
Theneedforspecialfoods(diabetic,vegetarian)
Economical
Theneedforgoodvalue;service;aconvenientlocation
Social
Goingoutwithfriendsorbusinesscolleagues;attendingfunctionstomeetothers
Psychological
Theneedforenhancementofself-esteem;fulfillinglifestyleneeds;theneedforvariety;resultedfromadvertisingandpromotion
Convenience
Beingunabletogethome(workers,shoppers)orhavingtoattendsomeotherevent(cinema,theatre);thedesireforsomeoneelsetodothework;thephysicalimpossibilityofcateringathome(weddingsandotherspecialfunctions)
INPUT
1.2ORGANIZATIONCHARTANDJOBSPECIFICATIONOFFOODANDBEVERAGESERVICEINDUSTRY
Traditionally,foodandbeveragestafforganisationisstructuredbaseduponEuropeansystem-Frenchsystem.Inthissystemthe‘maitred’hotel’isinchargeofthediningrooms,allfoodandbeverageoutletsorfunctions.Traditionalorganizationchartaremorecomplicatedcomparedtothemodernorganizationchart.Morestaffareinvolvedintraditionalsystemwhilstitissimplifiedinthemodernsystem.
InthetraditionalhierarchyoftheFrenchdiningroom,eachpositionisatraininggroundforthenexthigherlevel.Thisprocedureassuresasupplyoflaborthatiswelltrainedinallaspectsofgoodservice.Italsodevelopsahighlevelofprofessionalisminrestaurantserviceandaprideintheprofessionamongrestaurantpersonnel.
1.2.1TRADITIONAL
RESTAURANTMANAGER(LineManager)
ASSISTANTRESTAURANTMANAGER(AssistantLineManager)
RECEPTIONHEADWAITER(Supervisor)
MAITRED’HOTEL(Headwaiter/Supervisor)
STATIONHEADWAITER(SectionSupervisor)
CHEFDERANG(StationWaiter)
TRANCHEUR
(Carver)
DEMICHEFDERANG
(AssistantStationWaiter)
SOMMELIER
(WineButler)
COMMISDERANG(Waiter)
COMMISDUWIN
WineWaiter)
COMMISDEBARRASSEUR
(Apprentice)
Figure1.2Organizationoftraditionalsystem
1.2.2MODERN
RESTAURANTMANAGER
.
ASSISTANTRESTAURANTMANAGER
HOSTESS(ReceptionWaiter)
SUPERVISORS
CAPTAIN
WAITER/WAITRESS
BUSBOY/BUSGIRL
Figure1.3Organizationofthemodernsystem
1.2.3JOBSPECIFICATIONFORFOODANDBEVERAGEPERSONNEL
1.2.3.1RestaurantManager
∙Overallresponsiblefortheorganizationandadministrationofparticularfoodandbeverageserviceareas.
∙Setsstandardsforserviceindiningroom.
∙
Responsibleforanystafftrainingthatmayhavetobecarriedoutonoroffthejob.
∙Preparedutyrosters,holidaylists,andhoursonandoffduty
1.2.3.2AssistantRestaurantManager
∙AssistRestaurantManagersincarryingouttheirtaskandresponsibility
∙Makeoutdutyrosters,holidaylists,andhoursonandoffduty
1.2.3.3HeadWaiter/MaitreD’hotel/Supervisor
∙Overallchargeofthestaffteam
∙Responsibleforseeingallthedutiesforthepre-preparationofserviceareefficientlycarriedout
∙Aidthereceptionheadwaiterduringtheservice
∙Relievetherestaurantmanagerorreceptionheadwaiterontheirdayoff.
1.2.3.4StationHeadWaiter/SectionSupervisor/Captain
∙Overallresponsibleforateamorstaffservingasetoftables
∙Musthavegoodknowledgeoffoodandwine
∙Beabletoinstructotherstaffindoingthecorrectandappropriateservice
∙Carryoutalltheserviceatthetablewiththehelpofthechefderang
1.2.3.5StationWaiter/ChefDeRang
∙Mustcarryoutthesameworkasthes