F & B Revision.pptx

F & B industry
It is usually defined by the output of products.
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:
– Physiological: the need of special food items
– Economic: the need for good value for the price paid
– Social: a friendly atmosphere
– Psychological: the need for enhancement of self‐esteem
– Convenience : the desire for someone else to do the work

Sectors of the foodservice industry

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 franchisor’s 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.

Types of F & B Operations
Types of operation Description
First Class Offering a high level of table (silver,
Guéridon and/or plated) service. Often
associated with classic or haute cuisine.
Ethnic Establishments tending to reflect ethnic
origin.
Themed With a concept, which make it takes
priority over everything else. The concept
can be represented by architecture, food,
music, and overall 'feel' of the restaurant.
Bistro, Brasserie Normally serving one‐plate items rather
than formal meals.

EXAMPLE OF THEME RESTAURANTS: PRISON RESTAURANT AND HOSPITAL RESTAURANT
EXAMPLE OF ETHNIC RESTAURANTS: KOREAN RESTAURANT AND INDIAN RESTAURANT

Types of F & B Operations
Types of operation Description
Coffee shop or café A small social gathering place which sells varieties of
coffee and tea. Some snack, light food and portioned
dessert as supplement.
Cafeteria Primarily self-service with customer choosing selection
from a counter or counters in varying designs and
layouts.
Fast Food Outlet Substantial sector in the catering industry. Meeting
the needs of all-day meal taking and also the need for
‘grab and go’ service.
Wine bars Commonly wine themed. A typical feature of many
wine bars is a wide selection of wines available by the
glass.

EXAMPLE OF COFFEE SHOP: STARBUCKS
EXAMPLE OF WINE BARS

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.
• It is difficult to define exactly where a meal / drink
experience actually starts and ends, although it is
usually assumed that the main part of the experience
begins when a customer enters a restaurant and ends
when he leaves the restaurant.

TABLE SERVICE
In this method, food & beverages are served to
guests by waiters at the guest’s place at the laid
cover.
This service is further classified as:
1. English Service
2. Silver Service
3. American / Plate Service
4. French Service
5. Russian Service
6. Gueridon Service

English Service
Often referred to as the “Host” service
where the host plays the dominant role
in the service.
The server presents the dish broughtfrom
the kitchen to the host for approval and
places it on the table.
The host then calls for each guest plate
and portions the food onto the plate.
Sometimes the host portions the food &
then allows the server to serve the food.
Waiter keeps the dish at the sideboard for
a round of replenishment.

French Service
This is a very personalized service.
Food is brought in dishes and salversand
placed on the table at the center.
The guest help themselves. Naturally this
is for a small gathering of diners.
In large groups, the guests participate in
the dining experience by passing around
the dishes for each guest to help himself /
herself.
Sometimes a guest may serve another
guest seated far from the dish.

Silver Service
This service is given the name as all
the cutlery, service dishes, service
spoons& forks are made of silver.
The table is set for Hors d’oeuvres, soup,
main course & dessert.
The food is portioned in the kitchen into
silver plates & dishes and brought to the
host for approval.
It is then place on the sideboardwith
heating burners to keep the foodwarm.
The food is then taken to each guest and
served onto the guest plate from the leftof
the guest with a service spoon & fork.

American Service
Also termed as Plated Service.
This method ensures quick
service & clearance .
In this style of service, dishes are neatly
plated bin the kitchen by the kitchen
staff. The portion is predetermined .
The plated food is brought by the server
and placed before the guest at the table.
This is served form right side of the
guest.

Russian Service
This is the elaborate presentation
of food like a whole suckling pig,
peacock decorated with feathers,
etc.
This is also known as platter service,
as food come in well decorated silver
platters.
The server presents the food to guest,
takes it to a side station and portions
the food in full view of the guest.
The server decides the portions served
& proceed to serve the guest.

Guerdon Service
This is a service where food
comes partially prepared from
the kitchen to be completed at
the guest’s tableside on a
Gueridon trolley fitted with gas
burners.
Also known as trolley service.
The server prepares the food
behind the table in view of the
guest.
The food is pre-plated and served
to the guest from the right.

ASSISTED SERVICE
This is a combination of table & self service.
It is used extensively in hotels and restaurant.
Service staff assist customers in service of
water, accompanying vegetables, sauces, sweets
and so on.
Examples of this service are:
A. Carvery
B. Buffet
C. Banquet
D. Family style service

Carvery
A carvery is a restaurant where
cooked meat is sliced or carved to
order for customers.
The term commonly found in UK,
Ireland, Australia & US.
In this some parts of the meal are
served to seated customers; other
parts are collected by the customers.
The roasted joints / meats are carved
by the trancheur at the carvery
counter and the customers help
themselves.

Buffet
Buffets where customers
select food & drink from
displays or passed trays.
In this dishes are neatly
displayed with garnish in the
appropriate containers &
arranged attractively on the table
in a proper order for guests to
help themselves.
The customer takes his plate
from a stack at the end of each
table or requests the waiter
standing behind the table to serve
him.

Chinese Banquet service
is a range of service styles for large
catered events, such as weddings,
award ceremonies, charity dinners, and
sports team banquets.
... Banquets often have a formal style
of service, characterized by uniform
décor, including round dinner tables
topped with utensils and drink-ware for
each guest

Family Style:
This type of service style has gained a
lot of popularity in recent years because
it is less formal than a plated meal, yet
more formal than a buffet. Essentially,
waiters will bring your food to the table in
large serving dishes, and these will be
passed around for each person to serve
their own plate.

SELF SERVICE
This is the simplest form of service methods
where members of service staff do not serve
guests.
Customers help themselves with the dishes they
would like to consume.
This service is classified into:
Cafeteria – A. Counter
B. Free Flow
C. Echelon

Cafeteria
Used in institutional & industrial catering establishments.
A. Counter:-
It consists of a straight line of counters containing a
variety of hot & cold dishes displayed in order.
The customers starts from one end of the line, picks up
a tray and moves along the length of the counter as
he/she selects dishes he/she wants to have.
It may be prepaid or billed at the end of the counter
where cashier seats.

B. Free flow – counters are segregated
according to the type of dishes
offered – hot, cold, desserts, etc
Customers can move at will to any
service point to select dishes and
exit through payment point.
C. Echelon
-
A series of counters are positioned
at such angles that customers can
flow within free flow area & also
save space.

Free flow Cafeteria
Arrangement

Echelon (Saw Tooth)
Arrangement

SINGLE POINT SERVICE
In this style of service food & beverages are served from a
single point
This may be consumed on premises or taken away
This includes –
1. Take away - Customers orders and is served from single
point, at counter, hatch or snack stands
2. Vending – Provision of food service & beverage service
by means of automatic vending
3. Kiosks – Outstation to provide service for peak demand or in
specific location
4. Food court - Series of autonomous counters where customers
may either order and eat or buy from a number of counters and
eat in separate eating area, or take away
5. Bar – Term used to describe selling point and consumption
area in licensed premises

Food and beverage service
personnel
• Different terminology can be used for the various job
roles in differing types of establishment.
• Structure will depend on the level of service, style of
service, size of establishment, restaurant capacity
etc.

Food and beverage manager
• The food and beverage manager is responsible for the
implementation and setting of the food and beverage policies.
• In general, food and beverage managers are responsible for:
– Ensuring that the required profit margins
– Updating and complete new wine lists
– Compiling, in liaison with the kitchen, menu
– Purchasing of all materials
– Ensuring that quality/quantity in relation to the price paid is
maintained
professional
– Ensuring staff training in maintaining highest
standards
– Employing and dismissing staff
– Holding regular meetings with section heads
– Marketing and sale promotion

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/ maître d’
hôtel/ supervisor
•
•
•
•
Overall in charge of the staff
Is responsible for seeing that all the pre-preparation 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.

Station headwaiter/
section supervisor
•
•
•
•
For large establishments the restaurant area is broken down
into Sections.
Each of the sets of tables (which may be anything from four to
eight in number) within the section of the restaurant area is
called a Station.
Responsibility for a team of staff serving a number of stations
within a section of the restaurant area.
They take the food and beverage orders (usually from the
host) and carry out service at the table with the help of the
chef de rang.

Other servicing staff
• Sommelier - a waiter in a restaurant who has
charge of wines and their service
•
•
Bartender - someone who makes and serves
drinks in a bar
Barista - a person who makes and serves coffee in
a coffee shop
• Lounge staff - a person who serves food and
drinks in a lounge.
*Lounge is an area in a public place such as a hotel, airport or
club, where you can sit, wait and relax
• Banquet staff - They set up tables and chairs, and
lay out the tablecloths and place settings

Classical Kitchen Brigade
• At the top of the kitchen brigade is Executive Chef or Chef De
Cuisine
– His/her duties are:
• Responsible for entire kitchen operations
• Menu planning
• Direct the kitchen staff training
• Planning work schedule
• Safety and sanitation standards
• Design of the menu, dining room and kitchen
• Purchasing and costing
36

3
7
• literally
The second in command is the Sous chef which
translates as under the executive chef
– His/her duties are:
• Directly in charge of production
• Coordinate the preparation of menu items
• Supervising the kitchen
• Accept order and give command (e.g. Aboyeur)
• Controlling position for the whole cooking line

Station Chef (Chefs de Partie)
– Sometimes called Chef de Partie (Station Chef, or line chefs)
– In charge of particular areas of production, but under the
supervision of chef and Sous chef
– Depending on the size of the kitchen, the number of stations
will vary
– It can be divided into 8 categories
3
8

Station Chef (Chefs de Partie)
– Saucier/ Sauce chef
• Responsibilities include the sauté station and preparation of most of the sauces
– Grillardin/ Grill chef
• Responsibilities for all grilled/broiled foods and their accompanying sauces
– Rotisseur/ Roast chef
• Responsible for all roasted items
– Poissonier/ Fish chef
• Responsible for all fish and shellfish items
– Entremetier/ Vegetable chef
• Responsible for all hot appetizers, soup and vegetable/starch/pasta
– Garde manger/ Pantry chef
• Responsible for cold appetizers, canapés and salads
– Tournant/Relief Chef
• Literally the “turning” chef, this chef fills in at any position
– Patissier/ Pastry chef
• Responsible for all baked items and sweets

Identify the job role described in each situation.
1.John assigns which food staff will
serve the VIP guests.
Restaurant manager
Reception waiter
Beverage waiter
Head waiter
Food waiter
Busser

2. Joyce took the food orders of the
guests.
Restaurant manager
Reception waiter
Beverage waiter
Head waiter
Food waiter
Busser

3. Charlie has cleared the used dishes
on table 3 at west wing.
Restaurant manager
Reception waiter
Beverage waiter
Head waiter
Food waiter
Busser

4. Mr. Delgado presented the bottle
of wine to the guest.
Restaurant manager
Reception waiter
Beverage waiter
Head waiter
Food waiter
Busser

5. Ms. Valencia hired the new head
waiter.
Restaurant manager
Reception waiter
Beverage waiter
Head waiter
Food waiter
Busser

1.John assigns which food staff will
serve the VIP guests.
Head waiter

2. Joyce took the food orders of the
guests.
Food waiter

3. Charlie has cleared the tables on
the west wing.
Busser

4. Mr. Delgado presented the bottle
of wine to the guest.
Beverage waiter

5. Ms. Valencia hired the new head
waiter.
Restaurant manager

The Secret Weapon
Every Restaurant Needs

Every year, restaurants spend tens of
thousands of dollars on “marketing” in
the form of print, broadcast, and online
ads while inadvertently neglecting what
is often their most powerful form of
marketing: their own wait staffs! The
bottom line: restaurants could greatly
benefit from less “advertising” and
more “marketing”—specifically, internal
marketing.

An advertisement may get first-time
customers in the door, but a well-trained
wait staff maximizes chances that
customers will return. From my 20 years
of experience as a restaurateur, I've
found that every restaurant's secret
weapon is its own wait staff. Here are
five highly effective strategies to put your
restaurant's in-house weapon to work.

1. Ban the “Order Taker” Approach
Typically, restaurant servers. have an “order taker”
mentality. They may be friendly and knowledgeable
about a restaurant’s menu, but they simply take
orders, deliver food, and bring the check.

This mentality and experience is
sabotaging both customer experience
and restaurant profits.

Daily sales that “just
happen”
Opportunities “beneath the surface”
include lots of upselling: to premium
liqueurs or bottles of wine, higher-priced
off-menu specials, add-ons or side
dishes, coffee drinks with liquor, retail
merchandise, and more.

With this approach, check averages increase and
servers earns greater tips.
Most importantly, guests have a better experience
and are likely to return.

2. Avoid “Yes-or-No” Questions
One bad habit all “order takers” share is that
of asking guests yes-or-no questions.
“Do you have room for dessert?”
“Can I get you a coffee?”
.

The likelihood of a guest answering “yes” to one of
those questions is only 50 percent. Additionally, yes-
or-no questions create no intrigue in the guest’s
mind about what you offered. Dining out is a special
occasion, and a server’s job is not just to serve food
and drink, but to provide an experience.
The solution? Give guests options. And bring those
options to life

3. Increase the Power of
Choice
The purpose of wait staff learning menus should be
to empower them to confidently make authentic,
educated recommendations about what guests will
enjoy. Offering guests multiple choices increases
servers’ odds of making the sale.

Restaurant staff should always suggest
their own favorite appetizers, entrees
and desserts. When choice A is Raspberry
Dream Cheesecake, choice B is Chocolate
Peanut Butter Blast, and choice C is a
“no” answer from the guest, all choices
have an equal 33.3 percent chance of
success. By presenting two dessert
choices, servers double the odds of
making the sale: 67 percent vs. 33
percent for a “no” answer.
It pays to give choices!

4. Theatre of the Mind
In restaurants, how a server describes a dish can
make or break the sale. The ability to bring a dish to
life so that guests can see, smell, and taste it before
it even hits the table is an art form that can
dramatically increase sales.

5. Entertainment
Most customers walk into a restaurant because they
need or want to eat. While these guests may not be
looking for more, you have an opportunity to
impress by giving more. Dining out should be as
much about experience as it is about the quality of
food and drink.

Your goal is for guests not only to
come back, but to feel compelled
to bring their friends with them
and spread the word. Properly
skilled wait staff can increase
leverage with both your team and
patrons to spread the word about
your restaurant—for free!

F & B Revision.pptx

Recommended

Recommended

More Related Content

Similar to F & B Revision.pptx

Similar to F & B Revision.pptx (20)

Recently uploaded

Recently uploaded (20)

F & B Revision.pptx