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Topic 1 .1 introduction of food service
- 1. CHAPTER 1 : INTRODUCTIONTO FOOD AND BEVERAGE SERVICE
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- 4. 4 SECTOR PURPOSE OF SECTOR HISTORICALSUMMARY Hotels Tourist accomodation Provision of food and drink together with accommodation Developed from inns. Supported by developments in transport and increases in business and leisure related tourism Restaurants Including conventional specialist ‘Carveries’ Provision of food and drink are generally at high price with high levels of service Grew out of hotel restaurants (Escoffier/Ritz influenced which were originally highly formal) through chefs wishing to start their own business
- 5. 5 Catering services Including cafes,pizza, grills, specialist coffee shops, steak houses Provision of food and drink are generally at high price with high levels of service Developed from ABC and Lyons concepts. Gone through various phases and influenced by Americans. Fast Food McDonalds, Burger King and KFC Provision of food and drink are generally at low/medium price with limited levels of service A combination of popular catering and take-away, heavily influenced by American companies: sophisticated meal packaging and marketing.
- 6. 6 Fast Food Takeaway *Banqueting *Conference *Exhibitions Leisure Attractions
- 7. 7 SECTOR PURPOSE OF SECTOR HISTORICALSUMMARY Take -away ‘KFC’, snacks, fish and chips, sandwich bars, kiosks Quick provision of food and drinks. Developed from original fish and chips concept. Influenced by all American companies: sophisticated meal packaging and marketing Banqueting/confere nce/Exhibitions Provision of food and drink on large scale usually pre-booked Originally associated with hotels but has now hecome major sector in its own right
- 8. 8 SECTOR PURPOSE OF SECTOR HISTORICALSUMMARY Leisure attractions theme park Galleries Theatres Airlines terminals Provision of food and drink for people engaged in another leisure pursuit Increases in leisure have made profit from food and drink, attractive to leisure amenity providers
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- 10. 10 1. Physiological 2. Economical needfor special foods need for good value ex: fast service 3. Social friends or business colleagues attending functions to meet others 4. Psychological need for enhancement of self-esteem 5. Convenience Being unable to get home attend some other events
- 11. Organization Chart Modern organization chart (simplify –involve less staff)
- 12. 12 RESTAURANT MANAGER (LineManager) ASSISTANT RESTAURANT MANAGER (Assistant Line Manager) RECEPTION HEADWAITER(Supervisor) MAITRE D’HOTEL (Headwaiter / Supervisor) STATION HEADWAITER (Section Supervisor) CHEF DE RANG (Station Waiter) SOMMELIER (Wine Butler) COMMIS DU WIN Wine Waiter) DEMI CHEF DE RANG (Assistant Station Waiter) COMMIS DE RANG (Waiter) COMMIS DEBARRASSEUR (Apprentice) TRANCHEUR (Carver)
- 13. 13. ASSISTANT RESTAURANT MANAGER SUPERVISORSHOSTESS (Reception Waiter) CAPTAIN WAITER / WAITRESS BUSBOY / BUSGIRL RESTAURANT MANAGER Organization of the modern system
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- 15. ○ Responsible forthe organization and administration of particular food and beverage service areas. ○ Sets standards for service in dining room. 15 Restaurant Manager
- 16. 16 Make Up: duty rosters holiday lists hours on and off duty
- 17. “ Head Waiter /Maitre D’hotel / Supervisor Overall charge of the staff team Responsible for seeing all the duties for the pre- preparation of service Aid the reception headwaiter during the service 17
- 18. 18 Overall responsiblefor a team or staff serving a set of tables good knowledge of food and wine able to instruct other staff in doing the correct and appropriate service Carry out all the service at the table with the help of the chef de rang Station Head Waiter / Section Supervisor/Captain
- 19. ○ • Actsby instruction from the chef de rang ○ • Mainly fetches and carries ○ • Help to clear tables after each course ○ • Known as a learner ○ • Keep the sideboard well filled with equipment ○ • Help to fetch and carry items 19 Waiter / Waitress Apprentice / Commis Debarrasseur
- 20. 20 Wine Butler/Wine Waiter/Sommelier Responsibleof the service of all alcoholic drinks during the service meals, sales person, have knowledge of all drinks to be served. Cocktail Bar Staff Well versed in skills of shaking & stirring cocktails have knowledge of all alcoholic & non-alcoholic drinks Responsible in making cocktailsBusboy/Busgirl Assist the servers during busy/peak periods Responsible to do the clearing after service positions may be assumed by the same person.
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- 23. 23 DEFINITION OF QUALITY SERVICE QUALITY?? Involves a valued judgment in terms of “good” and “bad”. E.g. – “This hotel has a quality operation” / “We sell a quality steak” Everyone has his own idea of what good and bad quality means. All service has some “quality”.
- 24. 24 Personal Hygiene Knowledge of Food & Beverage Punctuality Personality Honesty Loyalty Customer satisfaction PRINCIPLEATTRIBUTIONS OF F & B SERVICE PERSONNEL
- 25. “ GUEST SERVICE SKILLS ○The waiter and waitresses should have the to meet the customer satisfaction. 25
- 26. 26 Knowledge of Food andDrink • The staff must have sufficient knowledge of all the items on the menu and wine list • In order to advise and offer suggestions to customers Punctuality • Punctuality is vital. • If the staff are continually late for duty it might shows lack of interest in work Personality • The staff must be tactful, courteous and good humoured • Able to converse with the customer in a pleasing • well spoken manner
- 27. 27 Honesty • Trust &respect in the triangle of staff, customer and management relationships. • create a atmosphere of work which encourages efficiency and a good team. Loyalty • It is a priority for staffs to oblige and be loyal to the establishment and its management. Customer Satisfaction The food and beverage staff must see that the guests have all that they require and are completely satisfied.
- 28. 28 Reliable Cooperative Personable Healthy Clean& Net Knowledgeable GUEST SERVICE SKILLS
- 29. 29 • Management mustbe able to depend on the server to fullfill the responsibilities for which they were hired. Reliable • A waiter or waitress must have a good attitude. • willing to work hard with co- workers in a common effort towards completing work assigned Cooperative
- 30. 30 • Take theinitiative to be friendly, patient, and courteous to guest, co- workers, and management, and never be rude. Personable • A serving job requires the server to be in close contact with guests, co-workers, and food. • A healthy server looks good, performs well on the job, and is able to lift and carry heavy tray. Healthy
- 31. 31 • A servermay be one of the only restaurant employees that the guests see at first • Present a tidy appearance that reflects the image of a clean and neat restaurant. Clean and neat • A good waiter or waitress must learn appropriate serving methods and know how to apply them in a smooth, efficient manner. Knowledgeable
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