sam fb op mgt session 3

7/29/2019 Sam FB Op Mgt Session 3

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Food and Beverage Operations ManagementDr. Sam Hazra

Session 3 (Mainly about Criteria 1.2/P2)



Lesson Objectives:Beverages:production

service

Menu design :type of food and beverage operationcustomer perceptionschoice of productsflavour and appearance of dishesnutritional value



Beverages:Types of bar operations

Hotel barsIndependently run barsPublic houseBar chainsNightclub operationsWine barsEmployee bars in the work place



Beverage Classification:

Beverages

SoftDrinks

Beers

Spirits

Liqueurs

Cocktails

Wines



Beverage Production Method:

The term beverage is used to describe both alcoholic andnon-alcoholic and no-alcoholic drinks.

The degree of beverage preparation varies but can be

classified into three main categories :



Beverage Production Method:1.Raw beverages : these are

beverage products that require ahigher degree of preparationbefore being served to thecustomer.For example : tea, coffee orcocktails which can take up to 15min before serving.



Beverage Production Method:2. Semi-prepared beverages:

these are beverages which

don’t need to be preparedfrom raw product, butneither are they ready to beserved.

For example : fruit cordials,ice coffee and somecocktails.



Beverage Production Method:3. Fully prepared beverages:

these are beverage productsrequiring no preparationbefore being served to thecustomer.

For example : bottled fruit juices, spirits, wines.



Beverage Production Method:The style of beverage production in a catering operationshould be complementary to the food production method.

In a large high-class restaurant a full range of alcoholic andnon-alcoholic drinks would be available whilst in acafeteria there might be a limited choice.

Often customers are required to serve themselves withsuch drinks like tea, coffee or soups from a vendingmachine.



Requirements:Necessary requirements for beverage production:

good quality raw material – good quality coffee or juicesthe right equipmentprovision of right utensils – spoons, shakers, cupstrained employees

high standards of hygiene



Beverage Service Methods:1.Self-service : are those where

customer is required to collect

their own drinks from acounter or a machine.

This method can be completely self-service such as vendingmachine or aided such as thetraditional cafeteria service when a serving staff wouldportion drinks into cups.



Beverage Service Methods:2. The cafeteria : the beverages are included in the main

counter line, usually at the end of the line, right by the

cashier.



Beverage Service Methods:3. Bar or counter service : thismethod is most commonly found in public houses or hotelsand restaurants which havelicensed bars. Customerspurchase the drink at the barand carries it themselves to thetable. Payment is made directly to the barstaff.



Beverage Service Methods:

4. Room service : most commonly found in a hotel or motel, howevermost of them now have mini barsor small automatic machines.




5. The buffet : beverage served in abuffet type arrangements isusually waiter service, however,

sometimes they may be pre-portioned and on display on thebuffet table.




6. Take-away service: here beverages are served with thefood ordered or by themselves. When the food and/or

drink has been prepared it is packed and served to thecustomer after payment has been made.




7. Waiter service : waiter serves the drinks directly to the

customer table or at the bar.



The food and beverage industryFig 1.1 The food &beverage cycle

Most food & beveragebusinesses operate withinthe cycle & the differentstages of the cycle present

both challenges &opportunities for operators .

1. Purchasing

2. Receiving

3. Storing

4. Issuing

5. Preparing

6. Cooking

7. Serving

8.Consuming



The food and beverage industryMost food & beverage operations aim to provide:

Quality food & beverages A clean, hygienic & safe environmentComfortable & well designed facilities

Professional, attentive & friendly service Value for money



Trends in food & beverage Key trends in the UK:

Guests become moresophisticatedMore emphasis on food safety & sanitationMore casual/less formal &theme restaurants

Increase in ethnic restaurants& ethnic foodGrowth in chains –all cuisinesIncrease in convenience food

Increase in coffee chains – coffee cultureIncreased take out meals &home meal replacementOutsourcing outlets in hotels– co-brandingMore focus on healthiereatingIncrease in organic foodconsumption, foodsustainability & provenance



The food and beverage industryProduction methods

Food production is differing methods of:

preparing,cooking

and serving

food to produce meals to the customer.



The food and beverage industryKey considerations in food production

Food hygiene

Quality raw materialsFoods should be stored properly Appropriate preparation for each food itemMinimised wastageEmployees should comply with handling regulationsFoods should be cooked to proper temperatures



The food and beverage industryMethods differ in relation to:

Actual location where food is producedTotal time from preparation to serviceStaff numbers requiredLevel of hygiene and controlQuantity of food produced



Characteristics of the food & beverage sector:

A vital part of everyday lifeMajor contributor to the national economy Creates employment

Encourages entrepreneurshipPromotes diversity through many different food concepts &cuisinesFuels innovationLocal multiplier using many other peripheral servicesConsumer ledCompetitive An opportunity to enjoy the company of friends, family &colleagues



Variety of food & beverage operationsShopping malls,airports, foodcounters

Ethnic restaurants(Chinese, Japanese,French,)

Ethnic chains(Wagamama, YoSushi, Nandos)

EducationalInstitutions(schools,colleges,universities)

Transport (rail,air &marine)

Welfare cateringhospitals,healthcare,prisons, military

Restaurants, coffeeshops, brasseries,cafeterias, wine bars)

Supermarkets – foodretail ( food to go)

Employee dining Outside catering

Private clubs Street vendors Fine diningThemedrestaurants(Hard RockCafé)

Cafes &sandwich bars

Fast food chains(McDonalds,Subway KFC, Wendy’s)

Accommodation(hotels,motels, guest houses,hostels)

Leisure (museums,theme parks,theatres,cinemas)

Conferencecentres

Takeaway (kiosks, fish &chips, snackbars)



Commercial and non-commercial

food and beverage:Commercial

Food and beverage inaccommodationIndependent operationsThemed restaurantsPublic housesFast food chainsTransport services

Non-commercial

Military SchoolsUniversities

HospitalsEmployee catering



Food & beverage in accommodation:Can vary depending on:

location specific areassizeownershiplocationgoalscustomerquality



Food & beverage in accommodation:

5 - star

Hotel

Coffee shop, Fine dining restaurant/s, Specialty restaurant, Bar,Coffee lounge/pastry counter, Conference & banqueting, Outsidecatering, 24-hour full room service menu, Executive lounge food

& beverage services, I n room guest amenities, Mini bar,Nightclub, karaoke, cigar room, pool café, delicatessen,Employee dining.

4 – starHotel

Coffee shop, Specialty restaurant, Bar & lounge, Room service (limitedthroughout the night), Guest amenities, Conference & banqueting,Mini bar, Employee dining

BudgetHotels

Breakfast buffet, Bar, Vending machines, Employee dining

B&B Breakfast, Limited set menu available at set times on requestHostels Snack bar, Vending, Food prepared on request to take away



Food & beverage services in hotels:Most hotels operate multiple food & beverage outlets.Outlets, products and services offered are subject tochange from property to property. The outlets could be:

Coffee shopRestaurantFine diningBarLoungeConferencing & banqueting

Outside cateringRoom serviceMini barGuest amenitiesEmployee diningExecutive lounge



Independent restaurants: An independent restaurant is an individual trading entity,and in most cases the unit is managed by the owner. Therestaurants could be themed ethnic, have a variety of service

methods such as:

self-servicecafeteriatake-away sit downor drive-through.

They rely heavily on passingtrade and word of mouthadvertising . Almost 70% are

often dynamic and varied. As theteam is much smaller, many of thepositions overlap.



Themed restaurantsThese type of restaurantsare operations that have a

central theme throughoutsuch as:musicentertainment

or sport.

For a example the Hard RockCafe .



Public houses or licensed premisesPublic houses (‘pubs’) offercomfortable, relaxingenvironments for groups orindividuals can get together toenjoy beverages. Beverages are themain products but they offer great verity of foods due to decliningbeverage sales. They outsourcetheir kitchen to chef entrepreneursand the growth in gastro pubs.



Chain restaurants and barsCharacteristics of chainrestaurants

Several units operating indifferent locations.Can be national, regional orglobalOperations normally duplicated and featured the

same design, menus andoperations in each unit.Good infrastructure andsupport networks – trainingand purchasing for example.

Provide consistency andstandardisation to customers.Centralised purchasing anddistribution networks.Operations are normally themed around a centralconcept.Service systems can vary from

take-away, drive thru, dine in,causal or fine dining.The operations can be ownedby a parent company, afranchise or private owners.



Food and beverage in transportationSEA Range from cafeteria-style snacks on short routes to

fine dining on cruise lines.Normally transfer large quantities in short period of time.

AIR Range from purchased snack on budget airlines or gourmetset menus for first class passengers. The food is massproduced and prepared off-site. The on-board catering isnormally contracted out to a specialist cater. Beverage canbe range from trolley to full.

RAIL Range from fine dining to trolley service. Provide on-boardkiosk where customers can purchase a basic selection of hotand cold food and beverages. Another common method isan on-board trolley service, move from carriage to carriage.Fine dining is offered in first-class long journeys.



Characteristics of non-commercial

operationsNon-commercial institutions hire commercial food servicemanagement (contract) companies from outside to manage

food service in their institutions.Commercial food service management companies exist tomake profit.

They carry out fully the food and service responsibilities forthe institutions under contract.




operationsThe institution or workplace can free itself from the day-to-day concern of managing food service operations.

They are professional food service companies.

These operations are planned to keep the expenses/ costslow; they are budget-oriented.

They are part of properties that exist for reasons other thanthe service of food and beverages, which is only supportive.




operationsCompetition is limited as the service is provided in aprivate, closed environment.

Normally large scale, delivered at particular times of day.

Business levels are quite predictable making it easier forproduction and planning.

Emphasis is not placed on nutrition.



Customer Perceptions:Keeping your customers happy can be harder than you think.Customer expectations change overtime.

Unhappy customers result in:

lost salesnegative company imagelost referrals

Happy customers result in:

repeat sales

positive company imagehigh quality customerreferrals



Customer Perceptions:Business success is linked closely with its customers havinga positive perception of the company, rather than from what they actually deliver!

Ask yourself:

How often do I follow up with customers to check how well their expectations are being met?

How am I ensuring that my customers are our bestadvocates?



Customer Perceptions:Meeting your customerexpectations is achallenge. At the start they may not be fully explicit.Further, they are likely tochange delicately & cleverly

over the time ascircumstances change.



Customer Perceptions:How to Maintain Successful Customer Relationships

The key to maintaining successful customerrelationships is being sure that you keep tuned in to yourcustomers evolving perceptions of the value you havedelivered. By doing so, you will identify any issues at anearly stage, before they become real problems.



Customer Perceptions:Customer perceptions are what indicate whether you haveachieved satisfaction or not.

Perceptions accumulate over time and gradually equate toeither satisfaction or dissatisfaction.

Hospitality staff job is to understand and act on theseperceptions so the final result is customer satisfaction.



Customer Perceptions:The word ‘perception’ was used in ISO 9001 to highlight just how subjective this quality is.

Perceptions can comprise just about anything: fact, fiction,fantasy, whatever the customer wish it to be.

If customers believe their perceptions, the perceptions havethe weight of fact. That is why it is so important to reachout to customers and specifically ask them what they think.



Menu:

Menu

Type of Service

Size of kitchen

Type of food

served

Type of drinksserved

Skill andnumber of

staff

Equipmentneeded



Menu:Manu can be an excellent selling tool to supplementthe suggestive selling of staff.

Accompaniments will increase guest’s dinningsatisfaction and increase operation’s sale and revenue.

Menu items located in first and last position on the listare generally ordered most frequently.



Menu Types:Breakfast and Brunch:

- Fewer people eat breakfast than lunch or dinner, accountsfor 20 % of daily restaurant traffic.

- Could consist of combination of breakfast (6 am – 12 pm)or lunch (12 pm – 3 pm) type items.

- Must be produced faster than dinner items



Lunch – to-go:

- Must be well wrapped and travel well- Cheap and fast

- Usually includes large variety of different foods

- Ethnic cuisines may have an impact



Menu Planning:Factors affecting menu planning:

Customer SatisfactionPrice of items listedManagement decisions – costs, availability of items, typeof serviceCustomers value, and demographic characteristicsFood habits and preferencesFlavour and appearance of dishesNutritional value



TUTORIAL



Activity 1 (10-15 min):Please write individually in your notebooks whichbeverage operation would be most suitable for

hospitality establishments and why:

- Hotels- Bars

- Cafeterias- Takeaways



Activity 2 (15-20 min):

Please discuss in your groups and write down 6 factorsaffecting menu design. Please give examples andexplanation for your choices.

sam fb op mgt session 3

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