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Chapter 7 Distribution & Service. Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey.

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Presentation on theme: "Chapter 7 Distribution & Service. Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey."— Presentation transcript:

1 Chapter 7 Distribution & Service

2 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Functional Subsystem: Distribution & Service Distribution – involves getting food from production to service. Service – presentation of food to the customer.

3 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Distribution in Foodservice Types Depends on: Type of production system in use Degree of meal preassembly prior to service Physical distance between production & service Amount of time between completion of production until time of service

4 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Methods of Meal Distribution Hot Thermal Retention Hot & Cold Thermal Retention Cold Thermal Retention/Food Reheating No Thermal Support

5 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Methods of Meal Distribution Hot Thermal Retention Heated base Pellet Unitized base Induction heat base Insulated components Heat support cart

6 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Methods of Meal Distribution Hot & Cold Thermal Retention Split tray Match-a-tray Insulated trays Insulated components

7 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Methods of Meal Distribution Cold Thermal Retention/Food Reheating Refrigerated carts with conduction heat units Split cart – refrigerated and convection heat

8 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Methods of Meal Distribution No Thermal Support Covered tray

9 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Categories of Service Includes: Table service Counter service Self-service Tray service Take-out service Delivery

10 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Table Service Common in commercial segment Service by a waitperson Hostess, host, or maître d’hôtel is responsible for seating guests. Methods of table service: American-style –food is plated in kitchen & then presented to the guest. French-style – food is prepared at the table. Family-style – food is brought to the table on platters or bowls & then passed around the table.

11 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Counter Service Often found in speed-orientated establishments. Counter attendant is responsible for: Taking orders Serving the meals Busing dishes Cleaning the counter Serving as cashier except at peak periods

12 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Self-Service Cafeteria service – advanced preparation of most items on-site where self-busing of trays & dishes is common practice. Buffet service – guests obtain all or a portion of their food from a buffet table. Vending machines – silent salesman with a built-in cash register.

13 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Tray Service Food is carried on a tray to a person by a foodservice employee. Includes: Healthcare institutions In-flight meal service in the airline industry Room service Limited contact with the customer by service staff.

14 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Takeout Service Allows consumers to purchase food at one location & enjoy that food at a location of their choice. Home meal replacement – food items are packaged & sold as meals for consumption in the home.

15 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Delivery Service Involves transporting prepared food items from the foodservice operation to the customer. Fee often charged for this service. Important to maintain food temperatures during delivery.

16 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Total Quality Service Focuses on zero defect in a product & very little on service quality. Total customer value – Tangible & intangible experiences by customers doing business with an organization. Any foodservice operation & its service are only as good as its staff.

17 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Mystery Shoppers Persons unknown to customers, employees, or managers who eat at a restaurant & evaluate their experiences & those of other customers. Gives managers a snapshot into the dining experience.

18 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 The Staff Staff employees need: Knowledge of service procedures A friendly & concerned-for-customer attitude Ability to perform the needed service tasks Cross-training – training employees to work more than one area Burnout – emotional exhaustion & loss of enthusiasm for the job.

19 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 The Special Customer Includes: Steady customers Solo diners Customers with small children Disabled customers

20 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Martin’s Patterns of Customer Service Freezer – poor procedural & person service. Factory – service may be timely & efficient but employees are cold & impersonal. Friendly Zoo – employees are very friendly, genuine, & caring but service is slow, inconsistent, & disorganized. Quality Customer Service – both personal & procedural dimensions are handled well.

21 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Quality Customer Service Understand customer procedural & personal service expectations. Establish a quality service culture & leadership climate. Institute clear & concise service-delivery standards. Incorporate service standards into organizational systems. Assess progress & reward successes. Continually improve quality service.

22 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Gracious Problem Solving Process The service provider: LISTENS carefully to the complaint or problem. REPEATS the complaint or problem. APOLOGIZES to the customer. ACKNOWLEDGES the guest’s feelings. MAKES problem-solving a two-way process. EXPLAINS what action can be taken. SAYS “thank you” to the guest for bringing the problem to their attention.

23 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Service Charges Are not voluntary A predetermined amount added to each customer’s check. Are part of the restaurant’s gross receipts and are subject to income tax. May or may not be given to waitstaff.

24 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Tipping Are voluntary Left by customer in addition to service charges. Belong to the waitstaff. Must be reported to all applicable agencies (IRS).

25 Foodservice Organizations, 5th edition Spears & Gregoire ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Service Controls Elements of effective control: Ensure that all menu items are charged to the customer. Charge proper prices for menu items. Assure all checks are accounted for.


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