Fundamentals in Food Service Operation PDF

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Summary

Its all about segments of food service and commercial foodservice establishments...

Description

fine dining restaurants, however they still employ a professional and attentive service.

Funda reviewer Prelims and midterms

1. Segments of the Foodservice Industry •

Theme Restaurants. Theme restaurants are a combination of a sophisticated specialty and several other types of restaurants. They generally serve a limited menu but aim to wow the guest by the total experience. People are attracted to theme restaurants because they offer a total experience and a social meeting place.

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Celebrity Restaurants. Celebrity-owned restaurants have been growing in popularity. Celebrity-restaurants generally have an extra zing to them – a winning combination of design, atmosphere, food and perhaps the thrill of an occasional visit by the owner(s). Steak Houses. The steak restaurant segment is quite buoyant in spite of nutritional concerns. The upscale steak dinner houses continue to attract the expense account and occasion diners.

Food establishments, and the clients they serve, are very different. The market, concept and menu can also be used to classify foodservice operations. They may be classified as commercial and institutional. 2. Commercial Foodservice Establishments Commercial properties are foodservice operations that compete in a free market and are open to all customers. For a commercial establishment, the profitability of its operation is a significant objective attainable by satisfied customers who continue to patronize and/or tell others where to dine for excellent food, service, location, and sanitation and safety. 2. Commercial Foodservice Establishments

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2.1. Full Service Restaurants. Full service restaurants may be formal or casual and may be further categorized by price, décor/atmosphere, level of formality, and menu. •

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Fine Dining. A fine dining restaurant is one where a good selection of menu item is offered, generally at least fifteen or more different entrees cooked to order, with nearly all the food being made on the premises from scratch using raw or fresh ingredients. Many of these restaurants serve haute cuisine , which is French term meaning elegant dining or high food. This category of restaurant is sometimes referred to as “white tablecloth.” The level of service in fine dining restaurants is generally high, with a hostess or host to greet and seat patrons. Casual Upscale Restaurants. These types of restaurants offer popular food in settings that are more appealing than a casual restaurant. Dining here is less consuming and less elaborate than the

2.2. Midscale Restaurants. Midscale restaurant operating system closely resembles the QSR format. Their production system have been simplified through the development of specialized menus that serve to reduce the skill level required of employees. •

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Bistro/Trattoria. These refers to restaurants that ranger from white-tablecloth establishments, with a range of food styles,,Today, the term refers to any simple, cozy restaurant. Family Restaurants. evolved from the coffee shop style of restaurant. In this segment, most restaurants are individually or family operated. Ethnic Restaurant. The majority of ethnic restaurants are independently owned and operated. The owners and their families provide something different for the adventurous diner or a taste of home for those of the same ethnic background as the restaurant.

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Pizza Restaurants. Pizza restaurants once depended almost exclusively on pizza.

2.5. Catering Operations Catering operations prepare and serve food to groups of people gathered for a specific purpose, such as attending a meeting or celebrating a wedding.

2.3. Casual Restaurants •

Casual restaurants provide a relaxed atmosphere and reasonably prized menus. This trend towards casual dining merely reflects the mode of society. •

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Specialty Restaurants. Specialty restaurants feature a particular kind of food that is usually theme related, such as steaks, food or pasta. Example: Bagoong Republic. Commercial Cafeterias and Buffets. are set up similarly to cafeterias in schools. The food is pre-prepared and served from steam tables to customers who walk through a line and pay for each item individually. Coffeehouses. are among the fastest growing foodservice concepts. Many coffeehouses provide a place where patrons father to talk, read the newspaper, and enjoy a later or cappuccino.

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2.6. Commercial Food Services within Other Businesses Historically, restaurants have often been connected to other businesses. Early inns and taverns offer rooms and meals. In the present time, a lot of businesses provide foodservice in their establishment to encourage spending more time within their establishment, which in turn influence an increase of sales. •

2.4. Quick-Service Restaurants These establishments consist of diverse operating facilities whose slogan is “quick food.” Quick Service or fast-food restaurants •

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Take-out or Take Away. Takeout is an old, established part of foodservice. Nearly all quick-service operations offer take-out meals. Drive-Thrus. restaurants are usually part of an existing quick-service restaurant. The concept essentially means that you drive in, place your order, receive your food, pay for it and drive out. Delivery Services. are operations that deliver prepared foods to customers’ homes. Delivery service also characterizes meals-on-wheel, as well as urban restaurants that deliver to a neighborhood.

On-Premise Catering. indicates that the function is held exclusively within the caterer’s own facility. All of the required functions and services that the caterer executes are done exclusively at their own facility. Off-Premise Catering/ Social Caterers – These enterprises prepare food in one location, then deliver it and serve it at another location.

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Hotel/Motel Foodservice Operations. Foodservice in lodging establishments has become secondary concern to the primary course of providing lodging, as this outlets become a new profit source. Food Courts. are an enhancement of the store-based restaurant concept. Trends in food courts include the development of the mini-food courts. Convenience Stores. and gas stations have also added take-out restaurant operations,

3. Managed Services What once was known as institutional, non-commercial or on-site foodservice is now known as managed services Managed services companies generally have two clients they must satisfy. Their first clients are the employees and guests of the operation for which they are working. The second client is

the management of the company they are working for. The sale of food is secondary goal and typically is not for profit. •

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Health-Care Organizations. Food service in health care institutions takes on a different component than other areas of food service. , Schools, Colleges and Universities. Foodservice in educational settings is the largest segment of managed services. Services in these institutions range from standard cafeteria, to foodservice in residential housing units, retail foodservice sales, and concession sales. Business and Industry. Many large businesses and industries provide foodservice and other services to their employees. Airlines. In general, airline food is produced at a facility that is a cross between a traditional kitchen and a food processing plant. Airlines are meeting modern challenges in several ways. The menu offered to travelers is limited by transportation and storage constraints. Military. Foodservice operations in the military vary widely in size, type, and location, ranging from ships’ galleys to open mess halls, officers’ clubs and field operations. Correctional Institutions. Typically foodservice operations in correctional institutions involve large production kitchens, storage areas, and dining rooms.

Lesson 3: The Food and Beverage Organization

Among food and beverage operations that are not set within hotels, the organization might resemble the food and beverage section of the hotel organizational charts. Every restaurant has a dining room brigade of some sort, based however distantly, on the classic model.

Food and Beverage Manager. The F & B manager plans, organizes, directs and controls the delivery of service in all outlets, guestrooms and banquets, and sees the implementation of agreed policies or for contributing to the setting of policies. The larger the organization the less likely the manager is to be involved in policy setting. In general, food and beverage managers are responsible for: •

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ensuring that the required profit margins are achieved for each food and beverage service area, in each financial period updating and compiling new wine lists according to availability of stock, current trends and customer needs compiling, in liaison with the kitchen, menus for the various food service areas and for special occasions purchasing of all materials, both food and drink ensuring that quality in relation to the price paid is maintained determining portion size in relation to selling price ensuring staff training, sales promotions and the maintenance of the highest professional standards employing and dismissing staff holding regular meetings with section heads to ensure all areas are working effectively, efficiently and are well coordinated.

Maître d’hôtel (Restaurant Manager/Host). Traditionally, the manager of the house, with responsibility for the entire operation. At present times, this position is filled by the manager or host. He has overall 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.

Chef de Salle (Dining Room Manager). Next in line is the chef de sale, or dining room manager who is responsible for the service provided in the dining room. This

person organizes and supervises the service staff. He is overall charge of the staff team and is responsible for seeing that all the pre-preparation duties necessary for service are efficiently carried out and that nothing is forgotten.

Commis de Suite (Back Waiter). Also known as food runner, this person is responsible for bringing drinks and food to the front waiter, sets up the gueridon as needed, helps clear, and generally assists the front waiter.

Chef de Rang (Captain Waiter). Chef de rang literally means experienced server. Known as the chief of station, this person is usually in charge of service in a particular section and sets of tables known as a station. He takes the guest’s order after explaining the menu, answers questions guest may have, and assists the commis de rang in serving food. In addition, the captain may carry out appropriate tableside preparations such as finishing salads or adding special sauces to certain dishes they are served.

Commis de débarraseur (Apprentice). The débarraseur is the ‘learner,’ having just joined the food service staff. This is a waitstaff in training, so during the service, he is responsible for stocking side stands and gueridons, and for cleaning during the preparation time prior to service.

Demi-Chef de Rang (Assistant Station Waiter). The assistant station waiter or demi-chef de rang is the person next in seniority to the station waiter and assists as directed by the station waiter. He provides service to a particular set of table within the restaurant area. The chef de rang will normally have had less experience than a station headwaiter.

Sommelier/Chef de Vin (Wine Steward). A sommelier is an expert in wine selection and service and directs guest to appropriate wine choices. He is responsible for the service of all alcoholic drinks and non-alcoholic bar drinks during the service of meals.

Commis de Rang (Front Waiter). Second in command of the station, he takes the order from the captain or assists in taking the order, relays it to the kitchen, and serves the food with the assistance of the captain. He may also assist the commis de suite (back waiter) in bringing the food from the kitchen.

Receptionniste (Receptionist). Greets and occasionally seats the guests, take reservations, and looks after the front desk area. In casual restaurants, this position often replaces those of maître d’hôtel and captain.

Other Key Positions in Food Service Operations/Specialists:

Banquet Manager. The person responsible for directing catering and banquet functions. He plans, organizes, directs and controls the set-up and service for all banquet functions. Under him are the Banquet Captain, Banquet Attendants and Receptionists, Banquet Custodian, and Banquet Waiters.

Bartender/Mixologist. This person is responsible for preparing/mixing and/or serving alcoholic and non-alcoholic beverages according to prescribed standards. A mixologist is a person who mixes and serves alcoholic beverages at a bar. Barista. The word barista is of Italian origin. In Italy, a barista is a male or female bartender who typically works behind a counter, serving both hot and cold beverages as well as alcoholic beverages.

Bar Attendant/Cocktail Server. This person is responsible for taking and serving drinks according to prescribed standards of service.

Knowledge •

Bar Helper/Bar Back. He is responsible for assisting the bartender in the daily operations of the bar; acts as runner and helper in the bar.

Awareness of one’s responsibilities and roles, appropriate knowledge of food items, food and beverage pairing, etiquettes, and service styles is a great way to build confidence while serving the guests.

Appearance •

Cashier. The cashier is responsible for the takings of food and beverage operation. This may include making up bills from food and drink checks or, alternatively, in a cafeteria, for example, charging customers for their selections of items on a tray.

Attentiveness •

Chef de Buffet (Buffet Assistant). The chef de buffet is in charge of the buffet in the room, its presentation, the carving and portioning of food and its service. This staff member is usually a member of the kitchen team.

Function Catering/Banqueting Staff/Events Staff. In establishments with function catering facilities there will normally be a certain number of permanent staff. These will include the banqueting and conferencing manager, one or two assistant managers, one or two headwaiters, a dispense person and a secretary to the banqueting and conferencing manager. 2. F&B Staff Attitudes and Competencies Each member of the F&B department hierarchy needs to have the following traits and skills:

Attentiveness is paying sincere attention to details, memorizing the guests’ needs and fulfilling them timely with as much perfection as one can put in.

Body Language •

Room Service Waiter. The room service waiter is responsible for service of all meals and beverages to guests in rooms or suites. A thorough knowledge of food and drink, and their correct service, is therefore essential. Room service of all meals and beverages throughout the day is normally only offered by a first-class establishment.

It creates the first impression on the guests. The F&B staff members must maintain personal hygiene, cleanliness, and professional appearance while being on duty.

The F&B Services staff needs to conduct themselves with very positive, energetic, and friendly gestures.

Effective Communication •

It is very vital when it comes to talking with co-workers and guests. Clear and correct manner of communication using right language and tone can make the service workflow smooth.

Punctuality •

Punctuality is all-important. If staff are continually late on duty it shows a lack of interest in their work and a lack of respect for the management and customers.

Honesty and Integrity •

These two core values in any well-brought-up person are important for serving the guests in hospitality sector. Honesty Trust and respect in the triangle of staff, customer and

develop a sense of urgency in their work.

management relationships leads to an atmosphere at work Personality •

Staff must be tactful, courteous, good humored and of an even temper. They must converse with the customer in a pleasing and well-spoken manner and the ability to smile at the right time pays dividends.

Attitude to customers •

The correct approach to the customer is of the utmost importance. Staff must provide service but should not be servile, and should be able to anticipate the customer’s needs and wishes.

Memory •

A good memory is an asset to food and beverage service staff. It may help them in various ways in their work if they know the likes and dislikes of customers, where they like to sit in the food service area, what are their favorite drinks, and so on.

Loyalty •

The staff’s obligations and loyalty are firstly to the establishment in which they are employed and its management.

Conduct •

Staff conduct should be impeccable at all times, especially in front of customers. The rules and regulations of an establishment must be followed and respect shown to all senior members of staff.

Sense of urgency •

In order for the establishment to generate the maximum amount of business over the service period, with as high a net profit as possible, staff must

Contribution to the team •

Above all, staff should be able to work as part of a team within and between departments.

Foodservice Professional Appearance, Hygiene and Uniform 2. Personal and Professional Hygiene First impression last. This must be taken into consideration in creating the image of the establishment, an image that would assert the success of the restaurant business. Hygiene is defined as maintenance of germ-free environment and prevention of contamination of food from disease producing agents. Hygiene is a personal responsibility of every food service personnel. Basic Communication and Guest Communication Lesson 1: Foodservice Tools and Equipment Identification 1. Foodservice Tools and Equipment Table appointments are items that are used to set and decorate a table for a sit-down or buffet-style meal. It is important to be familiar with the different foodservice tools and equipment because: •

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Quality service requires the use of appropriate table appointments, serving equipment and utensils. Every dining personnel must be familiar with the various equipment and supplies for dining service.

These include:

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Cutleries Dishware Glassware Hollowware Table accessories Linens Special equipment for fine dining

1. Foodservice Tools and Equipment 1.1. Basic Cutlery

6. Dessert spoon: dessert 7. Tea spoon: dessert/ tea Cutlery 1. Dinner knife/ table knife: main course 2. Salad knife: salad/ appetizer 3. Dessert knife/ Dessert 4. Steak Knife: steak 5. Fish knife: fish and seafood 6. Bread and butter: for bread and butter SERVING:

SILVERWARE/FLATWARE

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Vegetable dish

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Soup tureen

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Platters

4. Coffee pot/ tea pot with sugar bowl / basin and milk jug 5.

Rice bowl

INDIVIDUAL COVERS:

Showplate: 13_14: used as an underliner in formal dining and not as a serving dish nor dinner Fork

Dinner plate: 11_...