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Food and Beverage Operations - Unit 1
1. TDH 212
CHAPTER 1
BEVERAGE OPERATIONS
RESTAURANT SERVICE
OPERATIONS
PREPARED BY:
NORHASIMAH BINTI HAMIM
SCHOOL OF HOTEL MANAGEMENT
FACULTY OF HOSPITALITY AND TOURISM
MANAGEMENT
2. Slide 2 of 25
TOPIC
CHAPTER 01: Restaurant Service Operations
LEARNING OUTCOMES
At the end of this chapter, students will be able to:
๏ข Define the meaning of service
๏ข Identify and explain basic restaurant service operations
๏ข Discuss on the standard of procedures often applied in restaurant
operations
๏ข Distinguish the criteria between the different types of restaurant
service style
3. Slide 3 of 25
TOPIC
CHAPTER 01: Restaurant Service Operations
TOPIC OUTLINES
Introduction
1.1 Restaurant Service Operations
1.1.1 Restaurant service
1.1.2 People in food service
1.2 Restaurant SOP
1.2.1 Telephone courtesy
1.2.2 Taking reservations
1.2.3 Tipping policies
1.2.4. Handling complaints
1.3 Style of Restaurant Service
1.3.1 American service
1.3.2 French service
1.3.3 Russian service
1.3.4 English service
1.3.5 Buffet service
4. Slide 4 of 25
TOPIC
CHAPTER 01: Restaurant Service Operations
INTRODUCTION
5. Slide 5 of 25
TOPIC
CHAPTER 01: Restaurant Service Operations
1.1 Restaurant Service Operations
Service definition:
๏ A type of economic activity that is intangible,
is not stored and does not result in
ownership.
๏ A service is consumed at the point of sale.
๏ Examples of services include the transfer of
goods, such as foodservice delivery, and the
use of expertise or experience, such as a
person visiting a hotel/restaurant.
6. Slide 6 of 25
TOPIC
CHAPTER 01: Restaurant Service Operations
1.1 Restaurant Service Operations
๏ข Various types of restaurant fall
into several industry classifications
based upon menu style,
preparation methods and pricing.
๏ข Historically, restaurant referred
only to places that provided tables
where one sat down to eat the
meal, typically served by a waiter.
1.1.1 Restaurant Service
7. Slide 7 of 25
TOPIC
CHAPTER 01: Restaurant Service Operations
1.1 Restaurant Service Operations
Types:
๏ข Fast food
Fast food restaurants emphasize speed of service.
๏ข Fast casual
Fast casual restaurants usually do not offer full table service, but may offer
non-disposable plates and cutlery.
๏ข Casual dining
A casual dining restaurant is a restaurant that serves moderately-priced
food in a casual atmosphere.
๏ข Family style
Family style restaurants are a type of casual dining restaurants where food
is often served on platters and the diners serve themselves.[
๏ข Fine dining
Fine dining restaurants are full service restaurants with specific dedicated
meal courses.
8. Slide 8 of 25
TOPIC
CHAPTER 01: Restaurant Service Operations
1.1 Restaurant Service Operations
Variations:
๏ข Most of these establishments can
be considered subtypes of fast
casual dining restaurants or
casual dining restaurants.
๏ขBrasserie and bistro
๏ขBuffet and smรถrgรฅsbord
๏ขCafรฉ
๏ขCafeteria
๏ขself-service restaurant.
๏ขCoffeehouse
๏ขDestination restaurant
๏ขTabletop cooking
๏ขMongolian barbecue
๏ขTeppanyaki-style
9. Slide 9 of 25
TOPIC
CHAPTER 01: Restaurant Service Operations
1.1 Restaurant Service Operations
1.1.2 Foodservice personnel
10. Slide 10 of 25
TOPIC
CHAPTER 01: Restaurant Service Operations
1.1 Restaurant Service Operations
Restaurant Organizational Chart:
11. Slide 11 of 25
TOPIC
CHAPTER 01: Restaurant Service Operations
1.1 Restaurant Service Operations
Food and beverage Manager
๏ข Ensuring that the required profits margin are
achieved for each food and beverage service
area in each financial period
๏ข Updating and compiling new products according to availability of stocks,
current trends and customer needs.
Restaurant Manager/ Supervisor
๏ข Has overall responsibility for the
organization and administration of particular
food and beverage service areas.
๏ข They may include the lounges, floors, grill rooms, restaurant or private
banquet suites.
Restaurant Personnel Tasks and Responsibilities:
12. Slide 12 of 25
TOPIC
CHAPTER 01: Restaurant Service Operations
1.1 Restaurant Service Operations
Reception Head Waiter
๏ข Accepting bookings and for keeping
the booking diary up to date.
๏ข Reserve tables and allocate these reservations to particular stations.
๏ข Greets the guests on arrival and takes them to table and seats them.
Head Waiter/ Maitre DโHotel/ Supervisor
๏ข Overall charge of the sales team and is
responsible for seeing that all duties
necessary for the preparation for service are
efficiently carried out
๏ข Will help the reception head waiter and take order if the station waiter is
busy.
13. Slide 13 of 25
TOPIC
CHAPTER 01: Restaurant Service Operations
1.1 Restaurant Service Operations
Station head waiter
๏ข Overall responsibility for a team or staff
serving a set number of tables, which could
be anything four to eight in number from one sideboards. The set of tables
under the station head waiter control is called station.
Station waiter( Chef de rang)
๏ข Must be able to carry out the same work
as the station head waiter and relieve him/her
on days off.
๏ข Work together with station head waiter as a team to provide and efficient
and speedy service.
Assistant Station Waiter ( Demi Chef De Rang)
๏ข This post usually found in Europe.
๏ข Is next seniority to the chef de rang and assists where necessary.
14. Slide 14 of 25
TOPIC
CHAPTER 01: Restaurant Service Operations
1.1 Restaurant Service Operations
Waiter/ Commis De Rang
๏ข Acts by instructions chef de rang.
๏ข Mise en place or pre preparation
๏ข Serve food/ drinks to customers
๏ข Clearing plates
15. Slide 15 of 25
TOPIC
CHAPTER 01: Restaurant Service Operations
1.2 Restaurant SOP
16. Slide 16 of 25
TOPIC
CHAPTER 01: Restaurant Service Operations
1.2 Restaurant SOP
Phone Etiquette.
๏ข The person who answers the phone is every bit important as that of the Captain
of the restaurant.
๏ข The very first thing a reservationists / hostess can do to make a guest feel
welcome is to answer the phone within the FIRST THREE RINGS.
๏ข Every restaurant should have a standard greeting for anyone who answers the
phone, stating the;
๏ขTHE TIME OF DAY
๏ขTHE NAME OF THE RESTAURANT
๏ขTHE PERSONโS NAME.
E;g Good Morning, KLMU DINING ROOM, Ahmad speaking, How may I
help you?
1.2.1 Telephone courtesy
17. Slide 17 of 25
TOPIC
CHAPTER 01: Restaurant Service Operations
1.2 Restaurant SOP
๏ข The reservation procedure should be standardized to eliminate confusion and
overlooked items. When taking reservation, below are the list that must be
taken;
๏ขDate and Time.
๏ขNumber of pax
๏ขSmoking or Non-smoking
๏ขName and Telephone number
๏ขSpecial Request (Remarks
๏ขDate and Time of Reservation taken
and the Reservationists Name
1.2.2 Taking the Reservation.
18. Slide 18 of 25
TOPIC
CHAPTER 01: Restaurant Service Operations
1.2 Restaurant SOP
๏ข Guidelines for Tipping:
๏ขTip on the pre-tax amount of the bill, not on the total.
๏ขTip discreetly. Tipping is a private matter, so don't play the big spender
who likes to flash bills.
๏ขMoney is the tip of choice in most cases, but sometimes a small gift,
usually given during the holidays, can be substituted.
1.2.3 Tipping etiquette
19. Slide 19 of 25
TOPIC
CHAPTER 01: Restaurant Service Operations
1.2 Restaurant SOP
๏ข Step 1- Focus your complete attention on the
unhappy customer and allow him to express his
complaint without interruption.
๏ข Step 2 - Apologize to the customer for the problem,
empathize with his situation and assure him you will
act immediately to address his complaint.
๏ข Step 3 - Ask the customer what you can do to resolve
the problem. At a minimum, volunteer to replace cold
food or a mistaken order immediately and make sure
the kitchen staff understands the urgency of the situation.
๏ข Step 4 - Make extra efforts to mend the situation. Offer a discount off that day's
meal or a certificate for a future meal at the restaurant.
๏ข Step 5 - Learn from the situation.
1.2.4 Handling complaints.
20. Slide 20 of 25
TOPIC
CHAPTER 01: Restaurant Service Operations
1.3 Style of Restaurant Services
๏ข The mood of food service employed by an
establishment will depend on a number of
interrelated factors:
๏ขThe type of establishment
๏ขThe type of associated food production
methods
๏ขThe type of customer
๏ขThe availability of staff and their skills
๏ขThe space available
๏ขThe cost and profit targets of the
establishment
21. Slide 21 of 25
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CHAPTER 01: Restaurant Service Operations
1.3 Style of Restaurant Services
๏ข The food is served into the guest's
plate in the kitchen itself and
brought to the guest.
๏ข The portion is predetermined by
the kitchen.
1.3.1 American/Plated Service
22. Slide 22 of 25
TOPIC
CHAPTER 01: Restaurant Service Operations
1.3 Style of Restaurant Services
๏ข A dish comes partially prepared
from the kitchen to be completed
in the restaurant by the waiter or,
when a complete meal is cooked
at the table-side in the restaurant.
๏ข The cooking is done on a
gueridon trolley.
๏ข The waiter plays a prominent part,
as he is required to fillet, carve,
flambรฉ.
1.3.2 French/Gueridon Service
23. Slide 23 of 25
TOPIC
CHAPTER 01: Restaurant Service Operations
1.3 Style of Restaurant Services
๏ข Display and presentation are a
major part of this service.
๏ข The principle involved is to have
whole joints, poultry, game and
fish elaborately dressed and
garnished, presented to guests
and carved and portioned by the
waiter.
๏ข Silver ware is usually used
1.3.3 Russian/Silver/Platter Service
24. Slide 24 of 25
TOPIC
CHAPTER 01: Restaurant Service Operations
1.3 Style of Restaurant Services
๏ข Dishes will be placed in the middle
of the table and the guests will
help themselves.
๏ข It can be course by course or all
dishes is placed at the same time.
๏ข More casual and simply applicable
in functions or casual dining
๏ข Lazy Susan is used as a center
1.3.4 English/Family Service
25. Slide 25 of 25
TOPIC
CHAPTER 01: Restaurant Service Operations
1.3 Style of Restaurant Services
๏ข A buffet is a system of serving
meals in which food is placed in a
public area and diners generally
serve themselves.
๏ข It is a popular method for feeding
a large number of people with
minimal staff.
๏ข Buffets are offered at various
places including hotels and many
social events.
1.3.5 Buffet