Service excellence

1. FOOD AND BEVERAGE SERVICE
LUNA D STEPHENS

2. FBS
 F and B services sector contributes greatly to the profits of
hospitality industry
 With the increase of business meetings, social and personal
events, customers visit establishment frequently. This leads to high
demand of F and B services
What is FBS?
 FBS is a process of preparing, presenting and serving food and
beverages to the customers.

3. FBS
 TYPES OF FOOD AND BEVERAGE SERVICES
1. ON-PREMISE
 food and beverage services are served at the establishment where
food and beverage are prepared.
 The customers visit the premise of the establishment to avail the
services, e.g. hotels, restaurants, pubs
2. OFF- PREMISE/OUTDOOR CATERING
 Food and beverage services are provided away from the F and B
service provider’s premise.
 The food and beverage are served at the customers premise.

4. FBS
 CLASSIFICATION OF F AND B SERVICE OPERATIONS
1. COMMERCIAL
 The provision of f and b services is the primary business, the main
reason of existence. E.g. hotels, pubs, restaurants, bars
2. NON-COMMERCIAL/SUBSIDISED/WELFARE
 The food and beverage services are secondary business, the
establishment do not exist to provide FBS as a core reason, e.g.
prisons, hospitals, hostels.
NOTE: OUR MAIN FOCUS IS ON COMMERCIAL SECTOR

5. Food and Beverage Service Outlets
 An outlet is a place where food and beverages are sold and served
which may or may not be attached to a hotel.
 TYPES OF FOOD AND BEVERAGE OUTLETS
 There are numerous types of food and beverage outlets
 These outlets offer a wide range of f and b services, but the level
or extent of services differ, depending on the type and size of
the outlet.

6. TYPES OF FOOD AND BEVERAGE OUTLETS
 Airport Lounges
An airport lounge is an F and B facility that operates at the airport.
 Menu
 Wide range of menu for breakfast, lunch and dinner.
 Cold and hot beverages, salads, main meals and desserts are served.
 Ambiance (atmosphere)
 Soft music is played on the background
 Soft light
 Formal ambiance
 Appealing to having meal at leisure and resting gracefully at the airport
 service
 Self /assisted service- the travelers select the food and beverage of their choice and
takes them to the table
 Services are provided 24/7 and round the clock

7. TYPES OF FOOD AND BEVERAGE
OUTLETS….
 Bars
 A bar is a long raised table or bench designed for dispensing alcoholic and non-
alcoholic drinks.
 Menu
 Wide menu of soft drinks and alcoholic beverages
 Light snacks are served
 Ambiance
 Informal and relaxed atmosphere
 Energetic music
 May have dim or bright lights
 Service
 Various seating: tables, bar tools
 Speedy service of drinks, cocktails, mocktails and snacks

8. TYPES OF FOOD AND BEVERAGE
OUTLETS…..
Family/casual dining restaurant
 A casual dining restaurant is a restaurant that serves moderately
priced food in a casual atmosphere.
 Menu
 Elaborate menu of single or multiple cuisine which change
according to operating hours
 Ambiance
 Modestly furnished
 Casual atmosphere
 Service
 Usually a la carte or buffet service.

9. TYPES OF FOOD AND BEVERAGE
OUTLETS…..
 Fast food outlets
 A type of outlet that serves food and beverages very quickly and has a minimal table service
 Menu
 Limited hot and cold beverages with easily prepared and fast meals cooked in advance and kept
warm
 Ambiance
 Catchy trendy colored furniture
 Bright lights
 Music
 The décor is not designed to make guest linger-they want quick turn over of guests
 Service
 Speedy service
 Minimum table service
 The food is prepared in the kitchen, placed on trays and passed to the customers at the counter
who the delivers to the guest
 The guest picks up the food and consumes it on the premise or takes it away

10. TYPES OF FOOD AND BEVERAGE OUTLETS
 Pubs
 A pub is a bar or tavern that mainly serves beer and snacks, often acts
as a community gathering place.
 Pub is a shortened form of public house.
 Menu
 Mostly alcoholic drinks
 Snacks may be served
 Ambiance
 Informal and social ambiance with less lighting and more chatting
 Service
 Usually a la carte service

11. TYPES OF FOOD AND BEVERAGE
OUTLETS…..
 Specialty/ethnic restaurants
 Ethnic restaurants are restaurants that offer a particular type of cuisine that is unfamiliar to the
local population
 An ethnic restaurant is the one where food of some ethnicity is served,.
 When one enters such kind of restaurants can feel the culture and tradition of the country where it
originates
 Menu
 It may specialize in a particular type of cuisine such as Chinese, Italian, Thai, Mexican, etc
 Ambiance
 Follows specific theme
 Interior decoration is in line with the theme
 Guests may even sit on cushions on the floor depending on the ethnicity.
 Service
 Uniform of the service staff and linen according to the tradition of the region or country
 Service ware are according to the theme and according to the country of origin
 Uniformed wait staff serves food according to the tradition

12. TYPES OF FOOD AND BEVERAGE
OUTLETS…..
 Food courts
 A food court is generally an outlet that consists of multiple independent food
counters that are located around a common central dining area within a facility.
 menu
 Multi cuisine menu
 Various outlets provide a range of menu offerings
 Ambiance
 The food service counters are located around central dining area
 Seating is casual, plastic tables and chairs
 The light is bright
 Service
 Speedy service with minimum personal attention
 The guests pick up the food and beverage of their choice from multiple outlets
and sit in the central dining area to consume or consume somewhere else.

13. An Example of a food court

14. TYPES OF FOOD AND BEVERAGE
OUTLETS…..
Take away counters
 Take away refers to food prepared in a restaurant to be eaten
elsewhere
 Menu
 Usually limited to a particular type of food, e.g. fried chicken,
burgers.
 Some beverages are served, usually not alcoholic
 Ambiance
 Front end counter for selling food is attached to the kitchen where
the food is prepared.
 Service
 The guest places order and wait until the order is completed and
picks the food and beverages to consume them off-premise.

15. RESTAURANT DESIGN AND LAYOUT
 Many factors play a role in ensuring a great service customer experience.
 While we always focus on the food and the service, we often overlook
the restaurant design and layout which in reality play a crucial role in the
overall experience of the customer.
 The restaurant layout also plays a critical role in restaurant operations
and the workflow.
 The first thing to do while deciding the restaurant design and layout is to
ensure that the design is in line with the concept of the restaurant.
 The restaurant design vary for different types of restaurants, for example,
fast food outlets are designed towards fast eating for quick turn over,
while fine dining restaurants aim to seat customers for a longer period .
 So when designing the restaurant have in mind the kind customers you
are going to target, their profile, the level of income, the level of
education, etc. for these factors affect the expectations of the customers.

16. RESTAURANT DESIGN AND LAYOUT
 The areas of the restaurant may be divided into two
 Front of house
 Back of house
 FRONT OF HOUSE
 It refers to all the areas that a guest has access to during their stay
at the restaurant.
 These are the areas that are exposed to during their visit at the
restaurant.
 There are the areas that customers can go through, pass through
when they patronize a restaurant.

17. Areas of the Front of House
 Entry-This is the most critical point in creating first impression for
the guest when they walk through the front door.
 The entry way should have a theme and feel of the restaurant and
create a natural flow to other areas.
 The outdoor areas should be looking attractive in keeping with the
overall style and the theme of the restaurant

18. Areas of the Front of House….cont..
 Waiting area-having many guests at one time may lead to negative
experiences for the guests.
 To reduce this, waiting areas should provide as much comfort as
possible to the guests while they wait to be seated.
 Chairs and benches can be placed for guests to sit and extra
menus can be given to customers to give them sth to do while
waiting.
 In the waiting room, there can be a display of boards or flyers to
promote special or events, such as happy hours, unique menu
items.

19. Areas of the Front of House….cont..
 Restrooms-most guests who visit a restaurant will end up using
the bathroom at some point especially if they have children that is
why it is important not to overlook this small area.
 Cleanliness should always be the most important priority
 Modern fixtures and tiles can be used dress restrooms up with just
a few touches
 Bar-The bar should be as inviting as the main dining area. It should
feel welcoming, be functional enough for guests to eat, but also
allow waiters to pick up their orders

20. Areas of the Front of House….cont..
 Dining Room-this is the main part of a restaurant where the guests
will spend most of their time.
 It is also the area where front of house employees will work during
their shifts.
 Dining room should be laid and organized to suit the restaurant’s
concept
 There must be a natural flow from room to room, servers should be
able to move freely, and guests should be able to access their
seats and tables with enough space to feel comfortable.
 Outdoor seating-Deck and patio tables, and also the natural flow
from the dining area to the outdoors, giving guests a different
atmosphere while visiting the restaurant.

21. RESTAURANT DESIGN AND LAYOUT
BACK OF HOUSE
 Back of house encompasses all behind the scenes areas that
guest does not see.
 The back of the house also serves as a place for employees and
managers to do administrative work.

22. Areas of the Back of House
 Kitchen-This is the largest part of the back of house and can be
divided into smaller sections, such as food storage, food
preparation, holding areas and dish washing and sanitation areas.
o This acts as a commanding Centre in a restaurant because it is where
the food is prepared, cooked and plated before making its way to the
guests’ table.
 Employee area-break rooms, changing room, staff canteen and
employee bathrooms give employees somewhere to place their
belongings, take breaks while on shifts.
 Office-managers should have a small area in which they can do
administrative work that is away from the hustle and bustle of the
kitchen or dining room.