Introduction to Food and Beverage Management tpugliese

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 Sectors of the food service industry Food and beverage operations Classifications of food service establishments Types of food and beverage services tpugliese

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 tpugliese

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. tpugliese

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. tpugliese

Next, we will describe each phase of the food service operation cycle. Match each phase to a definition. Circle any new vocabulary (WS) tpugliese

(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 tpugliese

(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 tpugliese

How can performance be measured in food service operations? (WS) Five Performance measure variables (eg) Seat turnover tpugliese

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 tpugliese

What are some sectors of the food service industry? (WS) (eg) tpugliese

Sectors of the food service industry (key) tpugliese

Next, we will describe each sector of the food service industry. tpugliese

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 …… tpugliese

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 tpugliese

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 … tpugliese

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. tpugliese

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) tpugliese

Classification of food and beverage operations (WS) tpugliese

Classification of food and beverage operations (key) tpugliese

Next, we will describe the various types of ownership of F&B operations. tpugliese

Ownership of F&B operations Management options tpugliese

Self-operated Franchise agreement The owner or organization ……. ‘ With a franchise, the franchisee (the owner of the facility) pays fees to the …… tpugliese

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’. tpugliese

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 …. tpugliese

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. tpugliese

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 ….. tpugliese

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. tpugliese

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 ….. tpugliese

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. tpugliese

F&B services in hotels (WS) Most hotels operate multiple F & B outlets (7 examples): 1. Employee dining ……. tpugliese

F&B services in hotels (key) The outlets could be: Employee dining Mini Bar Restaurant Coffee Shop Conferencing & Banqueting Room service Bar & Lounge tpugliese

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. tpugliese

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 tpugliese

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 tpugliese

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. tpugliese

Organizational Chart – Restaurant Team (key) tpugliese

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 ……. tpugliese

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 tpugliese

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, …… tpugliese

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. tpugliese

Reception headwaiter / Maître d’ hotel-duties? The reception headwaiter is responsible for accepting any bookings diary up to date. Greet guests on arrival and ….. tpugliese

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. tpugliese

Other servicing staff Sommelier / wine waiter Table (station) waiter Bar or Lounge staff/ bartender Function catering/ banqueting staff/ events staff tpugliese

“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 tpugliese

Classic Kitchen Brigade Relief Chef (Tournant) tpugliese

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 …… tpugliese

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 tpugliese

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 ….. tpugliese

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 tpugliese

Classical Kitchen Brigade Station Chef (Chefs de Partie) Sometimes called Chef de Partie (Station Chef, or line chefs) In charge of …… tpugliese

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 tpugliese

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 tpugliese

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. tpugliese

Kitchen Objectives (GW) How many kitchen objectives can you think of? tpugliese

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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 …. tpugliese

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 tpugliese

Cooking Methods (GW & WS) How many ways of cooking can you think of? tpugliese

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 tpugliese

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 tpugliese

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 tpugliese

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 tpugliese

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. tpugliese

Food production and beverage service Food production and beverage provision Customer Process Service Sequence tpugliese

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. tpugliese

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. tpugliese

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. tpugliese

Service Methods – Table service Now, let’s consider the different types of table services. tpugliese

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 tpugliese

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 tpugliese

Table Services Silver Service Family Service American Service French Service Russian Service Guéridon Service tpugliese

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 tpugliese

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 tpugliese

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 tpugliese

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