Transcript service

Introduction to Food and Beverage
Management
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TASK
• This presention introduces some basic concepts of Food and
Beverage (F&B) Management.
• In groups, brainstorm the answers to the questions on each slide.
• Draw on your own knowledge to expand the concepts presented.
YOU are the F&B experts!
• Make note of the key vocabulary items.
Key Points
1. Sectors of the food service industry
2. Food and beverage operations
3. Classifications of food service establishments
4. Types of food and beverage services
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F&B industry
What's the main aim of the F&B Industry?
(brainstorm 3 word answer)
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 (value
for money)
Social: a friendly atmosphere
Convenience : the desire for someone else to do the work
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The food service operation/cycle (WS)
(a) Consumer
and market
(h) Monitoring
of consumer ????
(g) Control of
costs and ????
(b) Formulation
of ????
The food service cycle can be
used as a basis to analyze
how different food service
operations work.
(c)
Interpretation
of ????
(d) Planning and
design of
facilities
(f) Production
and service
(e) Provisioning
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The food service operation/cycle (key)
(a) Consumer
and market
(h) Monitoring
of consumer
satisfaction
(g) Control of
costs and
revenues
(b) Formulation
of policy
The foodservice cycle can be
used as a basis to analyze
how different foodservice
operations work.
(c)
Interpretation of
demand
(d) Planning and
design of
facilities
(f) Production
and service
(e) Provisioning
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• Next, we will describe each phase of the food service operation cycle.
• Match each phase to a definition.
• Circle any new vocabulary (WS)
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(a) Consumer and
market
• (eg) Target the consumer needs and market potential.
(b) Formulation of
policy
• Knowledge of the operational and management requirements for the food
production. Together with the management and staffing needs in order to meet the
requirement of the operation.
(c) Interpretation of
demand
(d) Planning and
design of facilities
(e) Provisioning
• ……….. required for the food and beverage operations and the plant and equipment
required.
• ……….. to continually check on the extent to which the operation is meeting
customer needs and achieving customer satisfaction.
• ……….. for food and beverage and other purchasing requirements to meet the needs
of the food production, beverage provision and the service methods being used.
(f) Production and
service
• ……….. and design of facilities required for the food and beverage operations and
the plant, equipment required.
(g) Control of costs
and revenues
• ……….. : guide the choice of operational methods that will be used.
(h) Monitoring of
consumer satisfaction
• ……….. such as labor and overheads, associated with the operation of food
production, beverage provision and other services, and the control or revenue.
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(a) Consumer and
market
• Target the consumer needs and market potential. (a)
(b) Formulation of
policy
• The formulation of policy and business objectives: guide the choice of operational
methods that will be used.
(c) Interpretation of
demand
(d) Planning and
design of facilities
(e) Provisioning
• The interpretation and design of facilities required for the food and beverage
operations and the plant, equipment required.
• The planning and design of facilities required for the food and beverage operations
and the plant and equipment required.
• The organization of provisioning for food and beverage and other purchasing
requirements to meet the needs of the food production, beverage provision and
the service methods being used.
(f) Production and
service
• Knowledge of the operational and management requirements for the food
production. Together with the management and staffing needs in order to meet the
requirement of the operation.
(g) Control of costs
and revenues
• Control of cost of material and other costs, such as labor and overheads, associated
with the operation of food production, beverage provision and other services, and
the control or revenue.
(h) Monitoring of
consumer satisfaction
• The monitoring of customer satisfaction to continually check on the extent to which
the operation is meeting customer needs and achieving customer satisfaction.
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How can performance be measured in
food service operations? (WS)
Five Performance measure variables
1. (eg) Seat turnover
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KEY
Five Performance measure variables
1. Seat turnover
2. Customer spend/ average
check
3. Ratio of food and beverage
sales to total sales
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4. Complaint levels
5. Level of repeat business
What are some sectors of the food service
industry? (WS)
(eg)
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Sectors of the food service industry (key)
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Next, we will describe each sector of the food service industry.
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Sectors of the food service industry. (WS)
Sector
Description of the food service operation
1. Hotel, motel and other (eg) Provision of food and drink together with
tourist accommodation
accommodation service
2. Restaurants including Provision of food and drink, generally at …. price
conventional
and with …..levels of service
specialist operations
3. Popular catering Provision of food and drink generally at ……
including cafés, pizza,
grills and steak house
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Sectors of the food service industry (key)
Industry sector
Description of the foodservice operation
1. Hotel, motel and other Provision of food and drink together with accommodation
tourist accommodation
service
2. Restaurants including Provision of food and drink, generally at high price with
conventional
and high levels of service
specialist operations
3. Popular catering Provision of food and drink generally at low/ medium price
including cafés, pizza, with limited levels of service and often high customer
grills and steak house
throughput
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Sectors of the foodservice industry. (WS)
Industry sector
Description of the foodservice operation
4. Fast food including Provision of and drink in a highly specialized ….,
McDonalds and Burger characterized by …labor costs and vast
King, KFC etc.
customer ….
5. Takeaway including ….. provision of food and drink
ethnic, snacks, fish and
chips, sandwich bars
6. Outdoor catering Provision of food and drink away …..;
(ODC)
suppliers usually associated with …
(or ‘off-premises catering’
or ‘event catering’)
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Sectors of the food service industry (key)
Industry sector
Description of the foodservice operation
4. Fast food including Provision of and drink in highly specialized
McDonalds and Burger environment, characterized by low labor costs and
King, KFC etc.
vast customer throughput
5.Takeaway
including Fast provision of food and drink
ethnic, snacks, fish and
chips, sandwich bars
6. Outdoor catering Provision of food and drink away from home / work;
(ODC)
suppliers usually associated with a major event.
(or ‘off-premises catering’
or ‘event catering’)
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Classification of F&B Industry
• The size & scope of the industry creates a challenge when
attempting to organize & classify it.
• Therefore classification is extremely diverse & fragmented
Complete the classification diagram on the next slide (WS)
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Classification of food and beverage operations
(WS)
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Classification of food and beverage
operations (key)
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Next, we will describe the various types of ownership of F&B
operations.
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Ownership of F&B operations
Management
options
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Self-operated
• The owner or organization …….
Franchise agreement
• ‘ With a franchise, the franchisee (the owner of the facility)
pays fees to the ……
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Self-operated
• The owner or organization manages the operation themselves.
Franchise agreement
• ‘With a franchise, the franchisee (the owner of the facility)
pays fees to the franchisor (or franchise company) in exchange
for the right to use the name, building design, and business
methods of the franchisor. Furthermore, the franchisee must
agree to maintain the franchisor’s business & quality standards’.
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Management contracting
• When an owner or operator of an establishment …...
Outsourcing
• Increasingly, hotels are realizing that hotel-run restaurants are in some
cases unprofitable due to many residents opting to dine at known
branded outlets.
• Therefore, a new & emerging trend is where the hotel ….
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Management contracting
• When an owner or operator of an establishment employs or contracts
specialized hospitality or food & beverage service company to manage
the whole or part of the operation. This could be in a non-commercial
institution, for example a university cafeteria or work canteen.
Outsourcing
• Increasingly, hotels are realizing that hotel-run restaurants are in some
cases unprofitable due to many residents opting to dine at known
branded outlets.
• Therefore, a new & emerging trend is where the hotel forms a
partnership with a restaurant/coffee chain/bar brand that would
operate from a designated area within the hotel.
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Popular F&B Services (WS)
Types of operation
Description
1. First Class
Offering a high level of …. Often associated
with …..
2. Ethnic
Establishments tending to ….
3. Themed
With a concept for example …… and overall
'feel' of the restaurant.
4. Bistro, Brasserie
Normally serving …..
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Popular F&B Services (key)
Types of operation
Description
1. First Class
Offering a high level of table service. Often
associated with classic or haute cuisine.
2. Ethnic
Establishments tending to reflect ethnic
origin.
3. Themed
With a concept for example the
architecture, food, music, and overall 'feel'
of the restaurant.
4. Bistro, Brasserie
Normally serving one-plate items rather
than formal meals.
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Popular F & B Services (WS)
Types of operation
Description
5. Coffee shop or café
A small social gathering place which sells …
6. Cafeteria
Primarily self-service with customer choosing from…
7. Fast Food Outlet
Meeting the needs of …..
8. Wine bars
A typical feature of many wine bars is …..
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Popular F & B Services (key)
Types of operation
Description
5. Coffee shop or
café
A small social gathering place which sells varieties of
coffee and tea with some snack and light food.
6. Cafeteria
Self-service with customer choosing from a counter.
7. Fast Food Outlet
Meeting the needs of all-day meal taking and also the
need for ‘grab and go’ service.
8. Wine bars
A typical feature of many wine bars is a wide selection
of wines available by the glass.
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F&B services in hotels (WS)
Most hotels operate multiple F & B outlets (7 examples):
1. Employee dining
…….
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F&B services in hotels (key)
The outlets could be:
1.
2.
3.
4.
5.
6.
7.
Employee dining
Mini Bar
Restaurant
Coffee Shop
Conferencing & Banqueting
Room service
Bar & Lounge
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Definition of meal experience
• The meal experience is a series of events both tangible
and intangible that a customer experiences when eating
out.
 Tangible- which can be feel by touching, seeing like
restaurant tables, chairs etc.
 Intangible- which can be only sensed/felt like restaurant
atmosphere etc.
• It is difficult to define exactly where a meal / drink
experience actually starts and ends, although it is
usually assumed that the main part of the experience
begins when a customer enters a restaurant and ends
when they leave the restaurant.
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F&B factors in meal experience (GW):
Add more factors under the headings below.
Material
Product
• Quality of F&B
• …..
Environment
• Cleanliness
• …..
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Behaviour and
attitude of staff
• Friendliness
• …..
F&B factors in meal experience (key)
Material Product
• Quality of F & B
• Portion size
• Variety and
availability of menu
choices
• Price of
meal/service
Environment
• Cleanliness
• Location and
accessibility
• Size and shape of
room
• Furniture and fittings
• Atmosphere (color,
lighting, temperature,
noise level)
• Employee’s
appearance
• Availability of parking
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Behaviour and attitude
• Friendliness
• Courtesy
• Efficiency and speed
• Helpfulness
• Professionalism
• Responsiveness to
special requests or
complaints
Food and beverage service personnel (GW)
• Different terminology can be used for the various job
roles in differing types of establishment.
• Structures will depend on the level of service, style of
service, size of establishment, restaurant capacity etc.
• Draw the organizational chart of a restaurant team.
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Organizational Chart – Restaurant Team (key)
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Food and beverage manager – duties? (GW)
• 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 the required profit margins
• …….
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Food and beverage manager (key)
• 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
Compiling the menu, in liaison with the kitchen,
Purchasing all materials
Ensuring staff training in maintaining highest professional
standards
Employing and dismissing staff
Holding regular meetings with staff
Marketing and sale promotion
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Restaurant manager/ supervisor –duties? (GW)
• 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,
• ……
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Restaurant manager/ supervisor (key)
• 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,
resolving customer issues,
create work schedules,
monitor and evaluate employee performances,
monitoring inventory (ordering/ delivery),
meeting health and safety regulations.
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Reception headwaiter / Maître d’ hotel-duties?
• The reception headwaiter is responsible for accepting any
bookings diary up to date.
• Greet guests on arrival and …..
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Reception headwaiter / Maître d’ hotel (key)
• The reception headwaiter is responsible for accepting any
bookings diary up to date.
• Greet guests on arrival and takes them to the table and seats
them.
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Other servicing staff
• Sommelier / wine waiter
• Table (station) waiter
• Bar or Lounge staff/ bartender
• Function catering/ banqueting staff/ events staff
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“Partie system”
• “Partie system” is a method of kitchen organization which is
a formal, structured brigade and in most cases, only found in
high quality kitchens and restaurants.
• The way a kitchen is organized depends on several factors:
1. The Menu
2. The type of establishment
3. The size of the operation
•
•
The number of customers
The volume of food service
4. The physical facilities, e.g. equipment
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Classic Kitchen Brigade
Relief Chef
(Tournant)
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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
• ……
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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
• Purchasing and costing
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Classical Kitchen Brigade
• 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
• …..
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Classical Kitchen Brigade
• 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
• Controlling position for the whole cooking line
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Classical Kitchen Brigade
Station Chef (Chefs de Partie)
• Sometimes called Chef de Partie (Station Chef, or line chefs)
• In charge of ……
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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
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Positive attributes of F&B service personnel
• Product knowledge
• sufficient knowledge and servicing procedure of all the items on
the menu
• Personality
• ….
• Attitude to customers
• …...
• Good memory
• …...
• Honesty
• …...
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Positive attributes of F&B service personnel
• Product knowledge
• sufficient knowledge and servicing procedure of all the items on
the menu
• Personality
• Staff must be courteous and good tempered. Pleasing and wellspoken manner
• Attitude to customers
• Positive attitude all the time and should be able to anticipate the
customer’s need and wishes.
• Good memory
• It may help if they know the likes and dislikes of customers: where
they like to sit in the food service area, what are their favourite
drinks.
• Honesty
• Trust and respect that encourages efficiency and a good team
spirit among the operators.
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Kitchen Objectives (GW)
• How many kitchen objectives can you think of?
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Food production methods (WS)
Method
Description
1. Conventional
Term used to describe production utilizing ….
2. Convenience
Method of production utilizing mainly …..
3. Cook-chill
Food production storage and regeneration method
utilizing ….
4. Cook-freeze
Production, storage and regeneration method utilizing …..
5. Sous-vide
Method of production, storage and regeneration utilizing ….
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Food production methods (key)
Method
Description
1. Conventional
Term used to describe production utilizing mainly fresh
foods and traditional cooking methods
2. Convenience
Method of production utilizing mainly convenience foods
3. Cook-chill
Food production storage and regeneration method
utilizing principle of low temperature control to preserve
qualities of processed foods
4. Cook-freeze
Production, storage and regeneration method utilizing
principle of sealed vacuum to control and preserve the
quality of processed foods
5. Sous-vide
Method of production, storage and regeneration utilizing
principle of sealed vacuum to control and preserve the
quality of processed foods
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Cooking Methods (GW & WS)
• How many ways of cooking can you think of?
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Method
Explanation
Baking
Cooked in dry heat, in the oven
?????
Dipping the food in to boiling water or oil for a short time
?????
Cooked in a boiling or rapidly simmering liquid
?????
Browned in small amount of fat, then cooked slowly in a small
amount
?????
Cooked by direct heat from above or below
?????
Cooked in fat or oil
?????
Cooked in enough fat to cover the food
?????
Cooked grill, over direct heat
?????
Cooked in a liquid, just below boiling point (simmering)
?????
Cooked uncovered, usually by in oven by dry heat
?????
Browned or cooked in a small amount hot fat or oil
?????
Cooked in steam with or without pressure
?????
Simmering slowly in enough liquid to cover the food
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Method
Explanation
1. Baking
Cooked in dry heat, in the oven
2. Blanching
Dipping the food in to boiling water or oil for a short time
3. Boiling
Cooked in a boiling or rapidly simmering liquid
4. Braising
Browned in small amount of fat, then cooked slowly in a small
amount
5. Boiling
Cooked by direct heat from above or below
6. Fried
Cooked in fat or oil
7. Deep fried
Cooked in enough fat to cover the food
8. Grilled
Cooked grill, over direct heat
9. Poaching
Cooked in a liquid, just below boiling point (simmering)
10. Roasting
Cooked uncovered, usually by in oven by dry heat
11.Sautéing
Browned or cooked in a small amount hot fat or oil
12.Steaming
Cooked in steam with or without pressure
13. Stewing
Simmering slowly in enough liquid to cover the food
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The service sequence (WS)
The service sequence may consist of eleven or more
stages. Re-order the stages below.
1. Preparation for service
• Billing
• Greeting and seating/
directing
• Clearing following
service
• Serving beverages
• Clearing during service
•
•
•
•
•
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Dishwashing
Serving of food
Taking booking
Dealing with payment
Taking food and
beverage orders
The service sequence
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
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F&B Operating Systems
Next, we will outline the relationship between the different
operating systems within a food service operation.
Make note of any new vocabulary items.
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Food production and
beverage service
Customer Process
Food production and
beverage provision
Service Sequence
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Five F&B service methods
Food and beverage service methods can be categorized:
a)
b)
c)
d)
e)
Table service
Self-service
Assisted service
Single point service
Specialized service (or service in situ)
•
In group A – D, the service is provided in areas primarily
designed for that purpose, such as a restaurant or takeaway.
•
In customer process E, the service is provided in another
location, for example, in a guest room, lounge or hospital
ward.
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Match each description to a service method
(WS)
1.
2.
3.
4.
5.
…..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.
……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.
……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.
……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.
……service (or service in situ): 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.
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1. 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.
2. 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.
3. 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.
4. 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.
5. Specialized service (or service in situ): 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.
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Service Methods – Table service
• Now, let’s consider the different types of table services.
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Group A: Table service
Service offered to customer
1. Waiter
a) Silver/
English
Presentation and service of food by waiting staff, using a
spoon and fork, onto a customer’s plate, from food flats or
dishes
b) Family
c) Plate/
American
d) French
e) Russian
f) Guéridon
2. Bar
counter
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Group A: Table service
Service offered to customer
1. Waiter
2. Bar
counter
a) Silver/
English
Presentation and service of food by waiting staff, using a
spoon and fork, onto a customer’s plate, from food flats or
dishes
b) Family
Main courses plated (but may be sliver served) with
vegetables placed in multi-portion dishes on tables for
customers to help themselves; sauces offered separately
c) Plate/
American
Service of pre-plated foods to customers. Now also widely
used for banqueting
d) French
Presentation of food service dishes individually to customers
by food service staff for customers to serve themselves
e) Russian
Table laid with food for customers to help themselves
f) Guéridon
Food served onto customer’s plate at a side table or trolley
may also include carving and fish filleting, the preparation of
foods such as flambage
Service to customers seated at bar counter (often U-shaped)
on stools
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Table Services
Silver Service
Family Service
American Service
French Service
Russian Service
Guéridon Service
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Group D: Single point service (WS)
Service of customers at single point – consumed on premises or taken away
1. Takeaway
Customer orders and is served from single point, at a counter, hatch or
snack stand; customer consumes off the premises; some takeaway
establishments provide dining area
2. ????
Form of takeaway where customer drives vehicle past order, payment and
collection points
3. ????
Commonly used nowadays to describe type of establishment offering
limited range menu, fast service with dining area, and takeaway facility
4. ????
Provision of food service and beverage service by means of automatic
retailing
5. ????
Outstation used to provide service for peak demand or in specific location;
may be open for customers to order and served, or used for dispensing to
staff only
6. ????
Customers may either order and eat or buy from a number of counters
and eat in separate eating area, or takeaway
7. ????
Term used to describe order, service and payment point and consumption
area in licensed premises
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Group D: Single point service
Service of customers at single point – consumed on premises or taken away
1.Takeaway
Customer orders and is served from single point, at a counter, hatch or
snack stand; customer consumes off the premises; some takeaway
establishments provide dining area
2. Drive-thru
Form of takeaway where customer drives vehicle past order, payment and
collection points
3. Fast food
Commonly used nowadays to describe type of establishment offering
limited range menu, fast service with dining area, and takeaway facility
4. Vending
Provision of food service and beverage service by means of automatic
retailing
5. Kiosks
Outstation used to provide service for peak demand or in specific location;
may be open for customers to order and served, or used for dispensing to
staff only
6. Food court Customers may either order and eat or buy from a number of counters
and eat in separate eating area, or takeaway
7. Bar
Term used to describe order, service and payment point and consumption
area in licensed premises
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Group E: Specialized (or in situ) (GW)
Service to customers in area not primarily designed for service
1.Tray
Method of service of whole or [art of meal on tray to customer in situ, e.g.
at hospital beds; at aircraft seats; at train seats; also used in ODC
2. Trolley
????
3. Home
delivery
????
4. Lounge
????
5. Room
????
6. Drive-in
????
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Group E: Specialized (or in situ)
Service to customers in area not primarily designed for service
1. Tray
Method of service of whole or [art of meal on tray to customer in situ, e.g.
at hospital beds; at aircraft seats; at train seats; also used in ODC
2. Trolley
Service of food and beverages from a trolley, away from dining areas, e.g.
for office workers at their desk; for customers at aircraft seats; at train
seats
3. Home
delivery
Food delivered to customer’s home or place of work, e.g. ‘meal on wheels’,
pizza home delivery. Or sandwiches to offices
4. Lounge
Service of variety of foods and beverages in lounge area, e.g. hotel lounge
5. Room
Service of variety of foods and beverages in guest bedrooms or in meeting
rooms
6. Drive-in
Customer park their motor vehicle and are served at their vehicles
tpugliese