1. Introduction to Food and Beverage Management
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2. 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.

3. Key Points Sectors of the food service industry
Food and beverage operations
Classifications of food service establishments
Types of food and beverage services
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4. 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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5. The food service operation/cycle (WS)
(a) Consumer and market
(b) Formulation of ????
(c) Interpretation of ????
(d) Planning and design of facilities
(e) Provisioning
(f) Production and service
(g) Control of costs and ????
(h) Monitoring of consumer ????
The food service cycle can be used as a basis to analyze how different food service operations work.
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6. The food service operation/cycle (key)
(a) Consumer and market
(b) Formulation of policy
(c) Interpretation of demand
(d) Planning and design of facilities
(e) Provisioning
(f) Production and service
(g) Control of costs and revenues
(h) Monitoring of consumer satisfaction
The foodservice cycle can be used as a basis to analyze how different foodservice operations work.
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7. 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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8. (a) Consumer and market
(eg) Target the consumer needs and market potential.
(a) Consumer and market
……….. : guide the choice of operational methods that will be used.
(b) Formulation of policy
……….. and design of facilities required for the food and beverage operations and the plant, equipment required.
(c) Interpretation of demand
……….. required for the food and beverage operations and the plant and equipment required.
(d) Planning and design of facilities
……….. for food and beverage and other purchasing requirements to meet the needs of the food production, beverage provision and the service methods being used.
(e) Provisioning
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.
(f) Production and service
……….. such as labor and overheads, associated with the operation of food production, beverage provision and other services, and the control or revenue.
(g) Control of costs and revenues
……….. to continually check on the extent to which the operation is meeting customer needs and achieving customer satisfaction.
(h) Monitoring of consumer satisfaction
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9. (a) Consumer and market
Target the consumer needs and market potential. (a)
(a) Consumer and market
The formulation of policy and business objectives: guide the choice of operational methods that will be used.
(b) Formulation of policy
The interpretation and design of facilities required for the food and beverage operations and the plant, equipment required.
(c) Interpretation of demand
The planning and design of facilities required for the food and beverage operations and the plant and equipment required.
(d) Planning and design of facilities
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.
(e) Provisioning
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.
(f) Production and service
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.
(g) Control of costs and revenues
The monitoring of customer satisfaction to continually check on the extent to which the operation is meeting customer needs and achieving customer satisfaction.
(h) Monitoring of consumer satisfaction
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10. How can performance be measured in food service operations? (WS)
Five Performance measure variables
(eg) Seat turnover
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11. Five Performance measure variables
KEY
Five Performance measure variables
Seat turnover
Customer spend/ average check
Ratio of food and beverage sales to total sales
4. Complaint levels
5. Level of repeat business
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12. What are some sectors of the food service industry? (WS)
(eg)
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13. Sectors of the food service industry (key)
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14. Next, we will describe each sector of the food service industry.
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15. Sectors of the food service industry. (WS)
Description of the food service operation
1. Hotel, motel and other tourist accommodation
(eg) Provision of food and drink together with accommodation service
2. Restaurants including conventional and specialist operations
Provision of food and drink, generally at …. price with …..levels of service
3. Popular catering including cafés, pizza, grills and steak house
Provision of food and drink generally at ……
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16. Sectors of the food service industry (key)
Industry sector
Description of the foodservice operation
1. Hotel, motel and other tourist accommodation
Provision of food and drink together with accommodation service
2. Restaurants including conventional and specialist operations
Provision of food and drink, generally at high price with high levels of service
3. Popular catering including cafés, pizza, grills and steak house
Provision of food and drink generally at low/ medium price with limited levels of service and often high customer throughput
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17. Sectors of the foodservice industry. (WS)
Industry sector
Description of the foodservice operation
4. Fast food including McDonalds and Burger King, KFC etc.
Provision of and drink in a highly specialized …., characterized by …labor costs and vast customer ….
5. Takeaway including ethnic, snacks, fish and chips, sandwich bars
….. provision of food and drink
6. Outdoor catering (ODC)
(or ‘off-premises catering’ or ‘event catering’)
Provision of food and drink away …..; suppliers usually associated with …
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18. Sectors of the food service industry (key)
Industry sector
Description of the foodservice operation
4. Fast food including McDonalds and Burger King, KFC etc.
Provision of and drink in highly specialized environment, characterized by low labor costs and vast customer throughput
5.Takeaway including ethnic, snacks, fish and chips, sandwich bars
Fast provision of food and drink
6. Outdoor catering (ODC)
(or ‘off-premises catering’ or ‘event catering’)
Provision of food and drink away from home / work; suppliers usually associated with a major event.
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19. 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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20. Classification of food and beverage operations (WS)
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21. Classification of food and beverage operations (key)
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22. Next, we will describe the various types of ownership of F&B operations.
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23. Ownership of F&B operations
Management options
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24. Self-operated Franchise agreement The owner or organization …….
‘ With a franchise, the franchisee (the owner of the facility) pays fees to the ……
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25. Self-operated Franchise agreement
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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26. 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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27. 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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28. 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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29. 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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30. 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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31. 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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32. F&B services in hotels (WS)
Most hotels operate multiple F & B outlets (7 examples):
1. Employee dining
…….
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33. F&B services in hotels (key)
The outlets could be:
Employee dining
Mini Bar
Restaurant
Coffee Shop
Conferencing & Banqueting
Room service
Bar & Lounge
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34. 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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35. Behaviour and attitude of staff
F&B factors in meal experience (GW): Add more factors under the headings below.
Material Product
Quality of F&B
…..
Environment
Cleanliness
Behaviour and attitude of staff
Friendliness
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36. 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
Behaviour and attitude
Friendliness
Courtesy
Efficiency and speed
Helpfulness
Professionalism
Responsiveness to special requests or complaints
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37. 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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38. Organizational Chart – Restaurant Team (key)
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39. 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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40. 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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41. 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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42. 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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43. 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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44. 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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45. Other servicing staff Sommelier / wine waiter Table (station) waiter
Bar or Lounge staff/ bartender
Function catering/ banqueting staff/ events staff
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46. “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:
The Menu
The type of establishment
The size of the operation
The number of customers
The volume of food service
The physical facilities, e.g. equipment
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47. Classic Kitchen Brigade
Relief Chef
(Tournant)
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48. 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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49. 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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50. 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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51. 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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52. 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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53. 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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54. 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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55. 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 well- spoken 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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56. Kitchen Objectives (GW)
How many kitchen objectives can you think of?
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58. Food production methods (WS)
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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59. Food production methods (key)
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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60. Cooking Methods (GW & WS)
How many ways of cooking can you think of?
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61. Cooked in dry heat, in the oven ?????
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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62. Cooked in dry heat, in the oven 2. Blanching
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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63. 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
Dishwashing
Serving of food
Taking booking
Dealing with payment
Taking food and beverage orders
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64. The service sequence Preparation for service Taking booking
Greeting and seating/ directing
Taking food and beverage orders
Serving of food
Serving beverages
Clearing during service
Billing
Dealing with payment
Dishwashing
Clearing following service
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65. 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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66. Food production and beverage service
Food production and beverage provision
Customer Process
Service Sequence
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67. Five F&B service methods
Food and beverage service methods can be categorized:
Table service
Self-service
Assisted service
Single point service
e) 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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68. Match each description to a service method (WS)
…..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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69. Table service: the customer is served at a laid table
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 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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70. Service Methods – Table service
Now, let’s consider the different types of table services.
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71. Service offered to customer Waiter Silver/ English
Group A: Table service
Service offered to customer
Waiter
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
Family
Plate/ American
French
Russian
Guéridon
Bar counter
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72. Service offered to customer Waiter Silver/ English
Group A: Table service
Service offered to customer
Waiter
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
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
Plate/ American
Service of pre-plated foods to customers. Now also widely used for banqueting
French
Presentation of food service dishes individually to customers by food service staff for customers to serve themselves
Russian
Table laid with food for customers to help themselves
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
Bar counter
Service to customers seated at bar counter (often U-shaped) on stools
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73. Table Services Silver Service Family Service American Service
French Service
Russian Service
Guéridon Service
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74. 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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75. 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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76. 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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77. 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
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