The document provides an introduction to the food and beverage industry, outlining key sectors such as restaurants, takeaways, and hotels. It discusses customer types, ownership models, and food production methods. The document also describes various roles in the kitchen brigade and front-of-house restaurant team.

1. INTRODUCTION TO FOOD
AND BEVERAGE SERVICE
CHAPTER 1
Prepared by:
MUMTAZUL ILYANI

2. F & B industry
• It is usually defined by the output of products. But it
doesn’t include the manufacturing of food & drink and
its retailing.
• 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

3. Sectors of the foodservice industry

4. The main sectors include:
1.RESTAURANTS
• Operations focuses on provision of food and drink with high
levels of supporting services, at a range of pricing.
2. TAKEAWAYS
• Operations focusing on minimum service and the provision
of food and drink via a fast-performing food preparation line.
3. OUTDOOR CATERING
• Operations involving the provision of food and drink away
from the enterprise premises.
4. HOTEL AND ACCOMODATION
• Operations include food and drink provided in association to
accommodation services.

5. The main sectors (cont…)
5. RETAIL STORES
• Operations involving the production of food and drink for
customers who have catering needs while they shop.
6. INDUSTRIAL CATERING
• Operations involving the provision of food and drinks for
employee.
7. WELFARE (SOCIAL) CATERING
• Operations involving the provision of food and drink to people in
colleges, armed services and people in social needs.
8. POPULAR CATERING
•Operations concentrated on satisfying the needs of high numbers of customers
who require food at low/medium prices, without significant service.
9. EVENTS
• Operations involving the provision of food and drink in large
scale.

6. The main sectors (cont…)
10. MOTORWAY SERVICES
• Operations involving the provision of food to people who
travel and use such services.
11. LICENSED TRADE
• Operations offered on environments controlled by licensing
requirements such as members club.
12. FAST FOOD
• Operations offered limited menu, that serves fast food
cuisine and has minimal table service.
13. LEISURE ATTRACTIONS
• Operations focused on provision of food and drink for
customers who are using the attraction main services.
14. TRANSPORT CATERING
• Operations associated with the provision of food and drink
for people who travel.

7. Customer type
• It is useful to define these different types of market as
follows:
1. General market:
• Non-captive: Customers have a full choice.
2. Restricted market:
• Captive: Customers have no choice, example
welfare, orphanage houses, boarding school.
3. Restricted market:
• Semi-captive: Customers have limited choice as
they may use catering facilities in train, flight,
leisure activities.

9. Ownership of F&B operations
Management
options

10. Ownership of F&B operations
• Business and catering operations may be also classified according to their
ownership.
1. SELF-OPERATED
• This businesses are run by their owners and
quite often they are small or medium sized
enterprises. Known as independent restaurant.
2. FRANCHISE
• An agreement requires the franchisee to pay the
franchisor in exchange for license to use the brand, the
premise layout, the menu and even operations of the
business model that is being franchised.
• Franchisor – business owner, sells the right to use his
business plan and brand to others.
• Franchisee – operates business under the franchise brand.

12. Ownership of F&B operations (cont…)
3. MANAGEMENT CONTRACTING
• Based on an agreement between a business
that hires a professional firm or contractor to
run the catering operations in the premise.
Example: Cafeteria in University.
4. OUTSOURCING
• A new approach aiming to reduce losses
associated with catering operations. For
example a hotel may choose to have an
agreement with a known catering brand to
operate within its premises.

13. 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.

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

15. 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.

16. EXAMPLE OF COFFEE SHOP: STARBUCKS
EXAMPLE OF WINE BARS

17. 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.
1. Tangible- which can be feel by
touching, seeing like restaurant tables,
chairs, cutleries.
2. Intangible- which can be only sensed
or felt like restaurant atmosphere,
music, staff friendliness.

18. Food production methods
• As costs of space, equipment, fuel, maintenance and labor continue to rise, more thought
and time have to be given to the planning of a production system and to kitchen design.
Method Description
Conventional  Term used to describe production utilizing mainly fresh foods and traditional cooking
methods.
 Raw food are purchased, prepared on-site and served soon after the preparation.
Convenience
(assembly/serve)
 Also known as ‘kitchenless kitchen’, requires no on site food production.
 Fully prepared food are purchased, stored, assembly, reheating and served.
Centralized
(commissary)
 Production not directly linked to service.
 Food are cooked in a central production kitchen with a delivery to off-site facilities for
final preparation.
 Ex: Airline caterers, Franchised or chain restaurants
Cook-chill Food preservation method in which it is prepared and portioned, cooked, and then chilled
to 3°C in a central kitchen. Cook-chill preserves food for up to four days before it is
reheated for eating.
Cook-freeze Food preservation method in which it is prepared and portioned, cooked, and then frozen
to -20°C in a central kitchen. Cook-freeze preserves food for up to eight weeks before it is
reheated for eating.
Sous-vide Food is sealed in airtight plastic bags then placed in a water bath or in a temperature-
controlled steam environment for longer than normal cooking times, 96 hours or more—at
an accurately regulated temperature much lower than normally used for cooking, typically
around 55 °C to 60 °C for meat and higher for vegetables.

19. CONVENTIONAL

20. CONVENIENCE

21. CENTRALIZED

22. COOK CHILL COOK FREEZE

23. SOUS-VIDE

25. Method Explanation
Baking Cooked in dry heat, in the oven
Blanching Dipping the food in to boiling water or oil for a short time
Boiling Cooked in a boiling or rapidly simmering liquid
Braising Browned in small amount of fat, then cooked slowly in a small
amount
Fried Cooked in fat or oil
Deep fried Cooked in enough fat to cover the food
Grilled Cooked grill, over direct heat
Poaching Cooked in a liquid, just below boiling point (simmering)
Roasting Cooked uncovered, usually by in oven by dry heat
Sautéing Browned or cooked in a small amount hot fat or oil
Steaming Cooked in steam with or without pressure
Stewing Simmering slowly in enough liquid to cover the food
Food cooking methods

26. baking blanching
boiling braising
fried deep fried

27. steaming stewing
sautéing
grilled poaching
roasting

28. F & B service methods
• All modern food and beverage service methods can be
grouped or categorized under the customer process:
a) Table service
b) Self-service
c) Assisted service
d) Single point service
e) Specialized service (or service in site)

29. • Table service: the customer is served at a laid table. This type of service,
which includes plated service or silver service, is found in many types of
restaurant, cafes and in banqueting.
• Self-service: the customer is required to help him or herself from a
buffet or counter. This type of service can be found in cafeterias and
canteens.
• Assisted service: the customer is served part of the meal at a table and
is required to obtain part through self-service from some form of display
or buffet. This type of service is found in carvery type operations and
may also be used for functions.
• Single point service: the customer orders, pays and receives the food
and beverage, for instance at a counter, at a bar in licensed premises, in
a fast food operation or at a vending machine.
• Specialized service (or service in site): the food and drink is taken to
where the customer is. This includes tray service in hospitals or aircraft,
trolley service, home delivery, lounge and room service.
The FIVE F & B service methods

30. The service sequence
• It is essentially the bridge between the production
system, beverage provision and the customer
process. The service sequence may consist of eleven
or more stage as summarized in the table below.
1. Preparation for service
2. Taking booking
3. Greeting and seating/ directing
4. Taking food and beverage orders
5. Serving of food
6. Serving beverages
7. Clearing during service
8. Billing
9. Dealing with payment
10.Dishwashing
11.Clearing following service

31. Food and Beverage Division

32. 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.

33. 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
– Ensuring staff training in maintaining highest professional
standards
– Employing and dismissing staff
– Holding regular meetings with section heads
– Marketing and sale promotion

34. 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

35. 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.

36. 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.

37. 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.

38. Restaurant Team
• Provides service to one set of table (between about four
and eight)
• Usually less experience than a station headwaiter.
Station waiter/ chef de rang
• The person next in seniority to the station waiter and
assists as directed by the station waiter.
Assistant station waiter/ demi-chef de rang
• This person mainly fetches and carries.
• Pre-preparation task, such as cleaning and prepare
equipment
Waiter/ commis de rang
• Apprentice or learner, having just joined the food and
beverage service staff
• During the service this person will keep the sideboard well
stocked with equipment and may help to fetch and carry
items as required.
Trainee commis/ apprentice

39. 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

40. Classic Kitchen Brigade
Relief Chef
(Tournant)

41. 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
41

42. Classical Kitchen Brigade
42
• The second in command is the Sous chef which literally
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

43. Classical Kitchen Brigade
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
43

44. Classical Kitchen Brigade
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