Food Service Operation

1. H M 2 :
F U N D A M E N T A L S
O F F O O D S E R V I C E
O P E R A T I O N

2. W H A T I S
F O O D
S E R V I C E ?
1
encompasses all of the activities, services,
and business functions involved in preparing
and serving food to people eating away from
home. This includes all types of restaurants
from fine dining to fast food. It also includes
institutional food operations at locations
such as schools and hospitals, as well as
other specialty vendors such as food truck
operators and catering businesses.

3. The modern concept of preparing food as a craft and a form of
business can be traced all the way back to at least the 11th century
with medieval guilds. Guilds were made up of various types of
merchants and craftsmen, and each guild provided a specialized
good or service to the community. The guilds established more of
an organized system within local economies and allowed people to
purchase and trade from a variety of highly specialized vendors.
O
R
I
G
I
N

4. Food Service Sector
Food that can include a
wide range of styles and
cuisine types.
Beverages include
all alcoholic and
non-alcoholic
drinks.

6. Some sectors provide food and
beverages for profit, whereas
others work within the
constraints
of a given budget, often called
cost provision (for example,
welfare catering and
industrial
catering).
S O M E S E C T O R S
P R O V I D E S E R V I C E S
T O T H E G E N E R A L
P U B L I C W H E R E A S
O T H E R S
P R O V I D E T H E M F O R
R E S T R I C T E D G R O U P S
O F P E O P L E .

7. A. General market
*Non-captive: customers
have a full choice.
B. Restricted market
*Captive: customers have no
choice, for example, welfare.
*Semi-captive: customers have a
choice before entering, for
example, marine, airline, trains,
some hotels and some leisure
activities.

9. Food and Beverage Operations
Are concerned with:
1 The consumer needs and market potential in the
various sectors of the foodservice industry.
2 The formulation of policy and business objectives
that will guide the choice of operational
methods that will be used.

10. Food and Beverage Operations
Are concerned with:
3 The interpretation of demand to make decisions on
the range and type of food and beverages
to be provided, as well as other services, and the
service levels and prices to be charged.
4 The planning and design of facilities required for
the food and beverage operations and the
plant and equipment required.

11. Food and Beverage Operations
Are concerned with:
5 The organization of provisioning for food and
beverages and other purchasing requirements to
meet the needs of food production, beverage provision
and the service methods used.
6 Knowledge of the operational and management
requirements for the food production, beverage
provision and service processes and methods, decision
making, together with the management and staffing
needs in order to meet the requirements of the operation.

12. Food and Beverage Operations
Are concerned with:
7 Control of costs associated with the operation of
food production, beverage provision and
other services and the control of revenue.
8 Monitoring of consumer satisfaction to continually
check on the extent to which the operation
is meeting customer needs and achieving customer
satisfaction.

14. TYPES OF F&B OPEARATIONS
TYPES OF F&B OPEARATIONS
TYPES OF F&B OPEARATIONS

15. TYPES OF F&B OPEARATIONS
TYPES OF F&B OPEARATIONS
TYPES OF F&B OPEARATIONS

16. TYPES OF F&B OPEARATIONS
TYPES OF F&B OPEARATIONS
TYPES OF F&B OPEARATIONS

19. Physiological
Economic
Social
Psychological
Convenience
The main aim of food and beverage operations
is to achieve customer satisfaction. In other
words, to meet the customers’ needs. The
needs that customers might be seeking to
satisfy include:
1.
2.
3.
4.
5.
The Meal Experience

20. Meal
Experience
Factors

21. Customer Service
Good customer service is often characterized by:
1.meeting/exceeding customer expectations
2. knowing the benefits/features of the services
and products on offer
3. being able to listen actively
4. being friendly and polite

22. Customer Service
Good customer service is often characterized by:
5. being able to adapt methods of communication to meet the
individual needs of a range of customers.
6. avoiding the use of jargon
7. forming professional relationships with customers
8. achieving customer satisfaction.

23. Customer Service
T H E B E N E F I T S T O T H E O P E R A T I O N
I N C L U D E :
1 . I N C R E A S E D S A L E S
2 . F E W E R C O M P L A I N T S
3 . A T T R A C T I N G N E W C U S T O M E R S
T H R O U G H I N C R E A S E D R E P U T A T I O N
4 . I N C R E A S E S I N R E P E A T B U S I N E S S A N D
C U S T O M E R L O Y A L T Y .

24. Characteristics of Customer Service
Service Level
Service Availability
Level of Standards
Service Reliability
Service Flexibility
1.
2.
3.
4.
5.

25. Food Production
F O O D P R O D U C T I O N I S A N O P E R A T I N G
S Y S T E M A N D C A N B E M A N A G E D T H R O U G H
A S Y S T E M S A P P R O A C H .
D I F F E R E N T C U I S I N E S A R E A B L E T O F I T
N E A T L Y I N T O T H I S A P P R O A C H B E C A U S E
T H E K E Y E L E M E N T S F O C U S O N T H E
P R O C E S S A N D T H E W A Y T H E F O O D I S
P R E P A R E D , P R O C E S S E D ( C O O K E D ) , S T O R E D
A N D S E R V E D .

26. The Food Service Production Method
F O R A F O O D S E R V I C E O P E R A T I O N ,
T H E P R O D U C T I O N S Y S T E M M U S T B E
O R G A N I S E D T O P R O D U C E T H E R I G H T
Q U A N T I T Y O F F O O D A T T H E C O R R E C T
S T A N D A R D , F O R T H E R E Q U I R E D
N U M B E R O F P E O P L E , O N T I M E , U S I N G
T H E R E S O U R C E S O F S T A F F ,
E Q U I P M E N T A N D M A T E R I A L S
E F F E C T I V E L Y A N D E F F I C I E N T L Y .

29. Type of establishment
Time available for the meal
Type of meu presented
Site of the establishment
Type of customer to be served
Turnover of customer expected
Cost of the meal served.
1.
2.
3.
4.
5.
6.
7.
Factors to Consider in Food Production Method

30. Role of Customers to Modern Food
Production method
I T I S A L S O N O W R E C O G N I S E D T H A T F O O D A N D B E V E R A G E
S E R V I C E I T S E L F A C T U A L L Y C O N S I S T S O F T W O S E P A R A T E
S U B - S Y S T E M S , O P E R A T I N G A T T H E S A M E T I M E . T H E S E A R E :
A . T H E S E R V I C E S E Q U E N C E W H I C H I S P R I M A R I L Y C O N C E R N E D W I T H
T H E D E L I V E R Y O F T H E F O O D A N D B E V E R A G E S T O T H E C U S T O M E R
B . T H E C U S T O M E R P R O C E S S W H I C H I S C O N C E R N E D W I T H T H E
E X P E R I E N C E T H E C U S T O M E R U N D E R T A K E S T O B E A B L E T O O R D E R , B E
S E R V E D , C O N S U M E A N D H A V E T H E A R E A C L E A R E D .