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Chapter 1 Introduction to Food & Beverages Service

The document provides an overview of the history and development of restaurants in Europe and the United States from 12,000 years ago to the modern era. It discusses the emergence of separate eating places in Europe in the 1700s and the rise in popularity of taverns, inns, and hotels offering food in the 1800s in the US. It also outlines the growth of the restaurant industry in the US in the late 1800s and 1900s with the rise of chains like Fred Harvey and McDonald's. The document then covers various aspects of food and beverage service operations including organizational structures, job roles and responsibilities, guest expectations, and server skills.

Education◦
FOOD & BEVERAGE SERVICE (DTH2025) Owned by:- Aylin Kamaruddin JPH/PMM CHAPTER ONE
History of Restaurants in Europe ◦ People ate together in large groups 12,000 years ago. ◦ Food was sold in public market places 7,000 years ago. ◦ Greek and Roman banquets occurred 2,500 years ago. ◦ By the 1500’s, quantity food was produced primarily in religious institutions, and wealthy persons employed chefs. ◦ Before the 1600’s, persons living along trade routes were the first hospitality entrepreneurs as they opened their houses to travelers. ◦ Separate eating places began in Europe in the mid-1700’s. 12/30/2015 ak.aylin/DTH2023/PMM
History of Restaurants in United States ◦ Taverns and inns became popular in cities during the1800’s ◦ Most luxurious dining was offered by large hotels. ◦ By the late 1800’s, public eating places were almost every where and offered a wide variety of food items. ◦ One of the first restaurant chains was that of Fred Harvey (Kansas) in the mid-1870’s. 12/30/2015 ak.aylin/DTH2023/PMM
History of Restaurants in United States (continued) ◦ By 1920, numerous eating places were located near major highways. ◦ In the 1940’s, frozen foods became popular. ◦ McDonald’s restaurant chain began in the 1950’s. ◦ In the 1970’s, wines increased in popularity. ◦ The “modern” restaurant era began in the early 1980’s as Americans began to eat out more frequently. 12/30/2015 ak.aylin/DTH2023/PMM
Components of the Travel/Tourism Industry 12/30/2015 ak.aylin/DTH2023/PMM Travel/Tourism Industry Hospitality Accommodations (Lodging) Other Hospitality Operations Foodservices Transportation Services Destination Alternatives Activities* Retail Shops**
Close Look at the Hospitality Industry 12/30/2015 ak.aylin/DTH2023/PMM
Types of Restaurants 12/30/2015 ak.aylin/DTH2023/PMM Restaurants Upscale (High-Chec k Average) Casual Service (Mid-Scal e) Family Service Quick-Servic e
Dining Room Organization: Upscale Restaurant 12/30/2015 ak.aylin/DTH2023/PMM Maitre d’ Hotel Sommelier2 Chef du Trancheur3 Chef du Rang4 Captain1 Commis du Rang Chef du Rang4 Chef du Rang4 Chef du Rang4 Commis du Rang Commis du Rang Commis du Rang 1The Captain is section (area) supervisor of approximately four guest tables. 2The Sommelier is the wine steward. 3The Chef du Trancheur serves desserts (often from a dessert cart) and other after -dinner items. 4The Chef du Rang is the lead table server; Commis du Rang is his/her assistant.
Job Specification 12/30/2015 ak.aylin/DTH2023/PMM Restaurant Manager Overall responsible for the org. & admin, set standard for service, responsible for any staff training, prepare duty rosters. Asst. Restaurant Manager Assist RM in carrying out task and responsibility, make out duty rosters. Headwaiter/Maitre D’hotel/Supervisor Overall charge, responsible for seeing all duties, aid the reception, relieve the restaurant mgr on their day off. Station Headwaiter/Section Supervisor/Captain Overall responsible for a team/staff serving a set of tables, have knowledge of food & wine, able to instruct other staff, carry out all the service. Station Waiter/Chef De Rang Carry out the same work as the station head waiter, less experience chef de rang and station head waiter must work as a team.
Job Specification 12/30/2015 ak.aylin/DTH2023/PMM Asst. Station Waiter/Demi Chef De Rang Relieve station head waiter on their day off. Waiter/Waitress Acts by instruction from the chef de rang, mainly fetches and carries, help to clear tables after each course, carried out some of the cleaning & preparatory tasks during the pre-preparation period. Apprentice/Commis Debarrasseur Known as a learner, keep the sideboard well filled with e quipment, help to fetch and carry items, carry out certain o f the cleaning tasks. Carver/Trancheur Responsible of the carving trolley & carving of joints at the table, will plate up each portion with an appropriate a ccompaniment.
Wine Butler/Wine Waiter/Sommelier Responsible of the service of all alcoholic drinks during th e service meals, sales person, have knowledge of all drin ks to be served. Cocktail Bar Staff Well versed in skills of shaking & stirring cocktails & shoul d have knowledge of all alcoholic & non-alcoholic drinks, responsible in making cocktails. Busboy/Busgirl Assist the servers during busy/peak periods, responsible to do the clearing after service, positions may be assume d by the same person. Job Specification 12/30/2015 ak.aylin/DTH2023/PMM
Organization of Large Mid-Scale Restaurant 12/30/2015 ak.aylin/DTH2023/PMM General Manager Bookkeeper Chef (Head Cook) Cooks Stewards Dining Room Manager Receptionist Servers Buspersons Beverage Manager Bartenders Lounge Serve rs
Organization Chart for a Single-Unit Quick-Service Restaurant 12/30/2015 ak.aylin/DTH2023/PMM Shift Leader Production Shift Leader Drive-Through Shift Leader Counter Service Line Employees Line Employees Line Employees Shift Leader Production Shift Leader Drive-Through Shift Leader Counter Service Line Employees Franchisor's Field RepresentativeOwner/Unit Manager Unit Assistant Manager Franchisor's Field Representative Owner/Unit Manager Unit Assistant Manager
Range of Guest Expectations About Foodservices 12/30/2015 ak.aylin/DTH2023/PMM A B C D Food Is the “Product” Service Complements the Food Service Is Anticipatory and “Invisible” Service Is the “Product” Food Is the Priority Food and Service Are Priorities Service Is a Priority
Guest’s Expectation 12/30/2015 ak.aylin/DTH2023/PMM Physiological Economical Social Psychological Convenience
Characteristics of Effective Food and Beverage Servers 12/30/2015 ak.aylin/DTH2023/PMM Effective food and beverage servers:  Arrive at work on time in appropriate uniform (unless th ey change into their uniform at work)  Practice proper personal hygiene  Understand their basic duties and responsibilities and w ork together as an integral part of the restaurant's team  Can perform all required work tasks to the necessary lev el of quality and quantity outputs  Have extensive product knowledge about all menu items available  Have a genuine desire to please the guests and are court eous and friendly  Consider their work to be more than “just a job”  Create effective working relationships with the restauran t manager and all employees
Servers Who Practice the Philosophy of Guest Service 12/30/2015 ak.aylin/DTH2023/PMM  Think and act as if they are the “host” of the g uests being served.  Remember/use the names of guest “regulars” whom they serve.  Make efforts to assure that each guest has a memorable dining experience.  Anticipate and respond to the needs of their gu ests.  Are proud of their appearance and personal grooming practices.  Help other members of their restaurant team w henever possible.
Example of Table Setting in Upscale Restaurant 12/30/2015 ak.aylin/DTH2023/PMM Fish Entrée Salad Salad Entrée Fish Sorbet Soup Dessert Water White wine Red wine Dessert wine Water White wine Red wine Dessert wine Bread & Butter Base Plate
GUEST SERVICE SKILLS 12/30/2015 ak.aylin/DTH2023/PMM Reliable Cooperative Personable Healthy Clean & Neat Knowledgeabl e Persuasive Attentive  Prompt recognition  Smile  Eye Contact  Body Posture  Call guest by their name  Communication Skill  Voice Level  Concern
12/30/2015 ak.aylin/DTH2023/PMM