Introduction to FB Service.docx

Introduction to FB Service.docx

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IntroductiontoFBService

UNIT

1

INTRODUCTIONTOFOODANDBEVERAGESERVICE

OBJECTIVES

GeneralObjective:

TounderstandtheoverallfunctionsofFoodandBeverageServiceDepartment.

SpecificObjectives:

Attheendoftheunityouwillbeableto:

Ølistdownanddescribefoodandbeverageserviceindustry.

Østatethejobspecificationofpersonnelinthefoodandbeverageservice.

Øpracticetheprofessionalpersonnelattributionaccordingtotheservicephilosophy.

INPUT

1.0INTRODUCTIONTOFOODANDBEVERAGESERVICEINDUSTRY

TheHotelandCateringorHotelandFoodServiceIndustryisnowbecomingwidelyknownastheHospitalityIndustry.Theindustryisusuallydefinedbyitsoutputofproductswhichsatisfydemandforfood,drinkandaccommodation（butitexcludesfoodanddrinkmanufactureandretailing）.

.

1.1FOODANDBEVERAGESERVICEINDUSTRY

Foodserviceisoneofthefastgrowingindustries.Itoffersjobopportunitiesinhotelsandrestaurants,cateringorganizations,hospitalcatering,welfarecatering,clubs,industrialcatering,transportcateringandoutdoorcatering.Italsoindicatesthatsomeoperationsareprimarilyconcernedwiththeprovisionoffoodanddrinktoboosttheirestablishment.

1.1.1FOODSERVICEINDUSTRYSECTOR

SECTOR

PURPOSEOFSECTOR

HISTORICALSUMMARY

Hotels

∙

Touristaccomodation

∙Provisionoffoodanddrinktogetherwithaccommodation

∙Developedfrominns.Supportedbydevelopmentsintransportandincreasesinbusinessandleisurerelatedtourism

Restaurants

∙Includingconventionalspecialist‘Carveries’

∙Provisionoffoodanddrinkaregenerallyathighpricewithhighlevelsofservice

∙Grewoutofhotelrestaurants（Escoffier/Ritzinfluencedwhichwereoriginallyhighlyformal）throughchefswishingtostarttheirownbusiness

Cateringservices

∙Includingcafes,pizza,grills,specialistcoffeeshops,steakhouses

∙Provisionoffoodanddrinkaregenerallyathighpricewithhighlevelsofservice

∙DevelopedfromABCandLyonsconcepts.GonethroughvariousphasesandinfluencedbyAmericans.

FastFood

∙McDonalds,BurgerKingandKFC

∙Provisionoffoodanddrinkaregenerallyatlow/mediumpricewithlimitedlevelsofservice

∙Acombinationofpopularcateringandtake-away,heavilyinfluencedbyAmericancompanies:

sophisticatedmealpackagingandmarketing.

Take–away

∙Including:

ethnic,‘KFC’,snacks,fishandchips,sandwichbars,kiosks

∙Quickprovisionoffoodanddrinks.

∙Developedfromoriginalfishandchipsconcept.InfluencedbyallAmericancompanies:

sophisticatedmealpackagingandmarketing

Banqueting/Conference/Exhibitions

∙Provisionoffoodanddrinkonlargescaleusuallypre-booked

∙Originallyassociatedwithhotelsbuthasnowhecomemajorsectorinitsownright

Leisure

attractions

∙Themeparks,galleries,theatres,airlineterminals

∙Provisionoffoodanddrinkforpeopleengagedinanotherleisurepursuit

∙Increasesinleisurehavemadeprofitfromfoodanddrink,attractivetoleisureamenityproviders

Table1.1Sectorsofthefoodandbeverageserviceindustry

1.1.2INDUSTRY’SOBJECTIVESANDGUESTEXPECTATIONS

Themainaimoffoodandbeverageindustryoperationsistoachievecustomerssatisfaction.Inotherwords,tomeetthecustomer’sneeds.Theneedsthatthecustomermightbeseekingtosatisfyare:

1.Physiological

Theneedforspecialfoods（diabetic,vegetarian）

2.Economical

Theneedforgoodvalue;fastservice;aconvenientlocation

3.Social

Goingoutwithfriendsorbusinesscolleagues;attendingfunctionstomeetothers

4.Psychological

Theneedforenhancementofself-esteem;fulfillinglifestyleneeds;theneedforvariety;resultedfromadvertisingandpromotion

5.Convenience

Beingunabletogethome（workers,shoppers）orhavingtoattendsomeotherevents（cinema,theatre）;thedesireforsomeoneelsetodothework;thephysicalimpossibilityofcateringathome（weddingsandotherspecialfunctions）

Figure1.1Industry’sobjectivesandguestexpectations

Activity1A

TESTYOURUNDERSTANDINGBEFOREYOUPROCEEDTOTHENEXTINPUT…!

1.1Listdownthepurposeandhistoricalsummaryforthehotelindustry,restaurant,cateringservicesandfastfoodrestaurant.

1.2Explainthreeoftheguestexpectationsinfoodandbeverageservice.

FeedbackonActivity1A

1.1

SECTOR

PURPOSEOFSECTOR

HISTORICALSUMMARY

Hotels

∙Touristaccomodation

∙Providefoodanddrinktogetherwithaccommodation

∙Developedfrominns.Supportedbydevelopmentsintransportandincreasesinbusinessandleisurerelatedtourism

Restaurants

∙Includingconventionalspecialist‘Carveries’

∙Providefoodanddrinkgenerallyathighpricewithhighlevelsofservice

∙Grewoutofhotelrestaurants（Escoffier/Ritzinfluencedwhichwereoriginallyhighlyformal）throughchefswishingtostarttheirownbusiness

Cateringservices

∙Includingcafes,pizza,grills,specialistcoffeeshops,steakhouses

∙Provisionoffoodanddrinkgenerallyathighpricewithhighlevelsofservice

∙DevelopedfromABCandLyonsconcepts.Gonethroughvariousphases;Americaninfluenced

FastFood

∙McDonalds,BurgerKing.

∙Providefoodanddrinkgenerallyatlow/mediumpricewithlimitedlevelsofservice

∙Grewfromcombinationofpopularcateringandtake-away,heavilyinfluencedbyAmericancompanies:

sophisticatedmealpackagingandmarketing.

Take–away

∙Including:

ethnic,‘KFC’,snacks,fishandchips,sandwichbars,kiosks

∙Providefoodanddrinksquickly

∙Developedfromoriginalfishandchipsconcept.InfluencedbyAmericancompanies:

sophisticatedmealpackagingandmarketing

Banqueting/Conference/Exhibitions

∙Providefoodanddrinkonlargescaleusuallypre-booked

∙Originallyassociatedwithhotelsbutnowhasbecomemajorsectorinitsownright

Leisureattractions

∙Themeparks,galleries,theatres,airlineterminals

∙Providefoodanddrinkforpeopleengagedinanotherleisurepursuit

∙Increasesinleisurehavemadeprofitfromfoodanddrinkattractivetoleisureamenityproviders

1.2

Physiological

Theneedforspecialfoods（diabetic,vegetarian）

Economical

Theneedforgoodvalue;service;aconvenientlocation

Social

Goingoutwithfriendsorbusinesscolleagues;attendingfunctionstomeetothers

Psychological

Theneedforenhancementofself-esteem;fulfillinglifestyleneeds;theneedforvariety;resultedfromadvertisingandpromotion

Convenience

Beingunabletogethome（workers,shoppers）orhavingtoattendsomeotherevent（cinema,theatre）;thedesireforsomeoneelsetodothework;thephysicalimpossibilityofcateringathome（weddingsandotherspecialfunctions）

INPUT

1.2ORGANIZATIONCHARTANDJOBSPECIFICATIONOFFOODANDBEVERAGESERVICEINDUSTRY

Traditionally,foodandbeveragestafforganisationisstructuredbaseduponEuropeansystem-Frenchsystem.Inthissystemthe‘maitred’hotel’isinchargeofthediningrooms,allfoodandbeverageoutletsorfunctions.Traditionalorganizationchartaremorecomplicatedcomparedtothemodernorganizationchart.Morestaffareinvolvedintraditionalsystemwhilstitissimplifiedinthemodernsystem.

InthetraditionalhierarchyoftheFrenchdiningroom,eachpositionisatraininggroundforthenexthigherlevel.Thisprocedureassuresasupplyoflaborthatiswelltrainedinallaspectsofgoodservice.Italsodevelopsahighlevelofprofessionalisminrestaurantserviceandaprideintheprofessionamongrestaurantpersonnel.

1.2.1TRADITIONAL

RESTAURANTMANAGER（LineManager）

ASSISTANTRESTAURANTMANAGER（AssistantLineManager）

RECEPTIONHEADWAITER（Supervisor）

MAITRED’HOTEL（Headwaiter/Supervisor）

STATIONHEADWAITER（SectionSupervisor）

CHEFDERANG（StationWaiter）

TRANCHEUR

（Carver）

DEMICHEFDERANG

（AssistantStationWaiter）

SOMMELIER

（WineButler）

COMMISDERANG（Waiter）

COMMISDUWIN

WineWaiter）

COMMISDEBARRASSEUR

（Apprentice）

Figure1.2Organizationoftraditionalsystem

1.2.2MODERN

RESTAURANTMANAGER

.

ASSISTANTRESTAURANTMANAGER

HOSTESS（ReceptionWaiter）

SUPERVISORS

CAPTAIN

WAITER/WAITRESS

BUSBOY/BUSGIRL

Figure1.3Organizationofthemodernsystem

1.2.3JOBSPECIFICATIONFORFOODANDBEVERAGEPERSONNEL

1.2.3.1RestaurantManager

∙Overallresponsiblefortheorganizationandadministrationofparticularfoodandbeverageserviceareas.

∙Setsstandardsforserviceindiningroom.

∙

Responsibleforanystafftrainingthatmayhavetobecarriedoutonoroffthejob.

∙Preparedutyrosters,holidaylists,andhoursonandoffduty

1.2.3.2AssistantRestaurantManager

∙AssistRestaurantManagersincarryingouttheirtaskandresponsibility

∙Makeoutdutyrosters,holidaylists,andhoursonandoffduty

1.2.3.3HeadWaiter/MaitreD’hotel/Supervisor

∙Overallchargeofthestaffteam

∙Responsibleforseeingallthedutiesforthepre-preparationofserviceareefficientlycarriedout

∙Aidthereceptionheadwaiterduringtheservice

∙Relievetherestaurantmanagerorreceptionheadwaiterontheirdayoff.

1.2.3.4StationHeadWaiter/SectionSupervisor/Captain

∙Overallresponsibleforateamorstaffservingasetoftables

∙Musthavegoodknowledgeoffoodandwine

∙Beabletoinstructotherstaffindoingthecorrectandappropriateservice

∙Carryoutalltheserviceatthetablewiththehelpofthechefderang

1.2.3.5StationWaiter/ChefDeRang

∙Mustcarryoutthesameworkasthes