foodserviceoperation-240221155816-acb964f0.pptx

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1. H M 2 : F U N D A M E N T A L S O F F O O D S E R V I C E O P E R A T I O N

2. 1 ENCOMPASSES ALL OF THE ACTIVITIES, SERVICES, AND BUSINESS FUNCTIONS INVOLVED IN PREPARING AND SERVING FOOD TO PEOPLE EATING AWAY FROM HOME. THIS INCLUDES ALL TYPES OF RESTAURANTS FROM FINE DINING TO FAST FOOD. IT ALSO INCLUDES INSTITUTIONAL FOOD OPERATIONS AT LOCATIONS SUCH AS SCHOOLS AND HOSPITALS, AS WELL AS OTHER SPECIALTY VENDORS SUCH AS FOOD TRUCK OPERATORS AND CATERING BUSINESSES. W H A T I S F O O D S E R V I C E ?

3. O R I G I N

4. Food Service Sector Food that can include a Beverages include all alcoholic and non-alcoholic drinks. wide range of styles and cuisine types.

5. Some sectors provide food and beverages for profit, whereas others work within the constraints S O M E S E C T O R S P R O V I D E S E R V I C E S T O T H E G E N E R A L P U B L I C W H E R E A S O T H E R S of a given budget, often called cost provision (for example, welfare catering and industrial P R O V I D E T H E M F O R R E S T R I C T E D G R O U P S O F P E O P L E . catering).

6. A. General market * Non-captive: customers have a full choice. B. Restricted market * Captive: customers have no choice, for example, welfare. * Semi-captive: customers ha choice before entering, for example, marine, airline, trai some hotels and some leisure activities.

7. Food and Beverage Operations Are concerned with: 1 The consumer needs and marke t potential in the various sectors of the foodservice industry. 2 The formulation of policy and business objectives that will guide the choice of operational methods that will be used.

8. Food and Beverage Operations Are concerned with: 3 The interpretation of demand to make decisions on the range and type of food and beverages to be provided, as well as other services, and the service levels and prices to be charged. 4 The planning and design of facilities required for the food and beverage operations and the plant and equipment required.

9. Food and Beverage Operations Are concerned with: 5 The organization of provisioning for food and beverages and other purchasing requirements to meet the needs of food production, beverage provision and the service methods used. 6 Knowledge of the operational and management requirements for the food production, beverage provision and service processes and methods, decision making, together with the management and staffing needs in order to meet the requirements of the operation.

10. Food and Beverage Operations Are concerned with: 7 Control of costs associated with the operation of food production, beverage provision and other services and the control of revenue. 8 Monitoring of consumer satisfaction to continually check on the extent to which the operation is meeting customer needs and achieving customer satisfaction.

11. TYPES OF F&B OPEARATIONS

12. TYPES OF F&B OPEARATIONS

13. TYPES OF F&B OPEARATIONS

14. The Meal Experience The main aim of food and beverage operations is to achieve customer satisfaction. In other words, to meet the customers’ needs . The needs that customers might be seeking to satisfy include: 1. Physiological 2. Economic 3. Social 4. Psychological 5. Convenience

15. Customer Service Good customer service is often characterized by: 1.meeting/exceeding customer expectations 2. knowing the benefits/features of the services and products on offer 3. being able to listen actively 4. being friendly and polite

16. Customer Service Good customer service is often characterized by: 5. being able to adapt methods of communication to meet the individual needs of a range of customers. 6. avoiding the use of jargon 7. forming professional relationships with customers 8. achieving customer satisfaction.

17. Customer Service T H E B E N E F I T S T O T H E O P E R A T I O N I N C L U D E : 1 . I N C R E A S E D S A L E S 2 . F E W E R C O M P L A I N T S 3 . A T T R A C T I N G N E W C U S T O M E R S T H R O U G H I N C R E A S E D R E P U T A T I O N 4 . I N C R E A S E S I N R E P E A T B U S I N E S S A N D C U S T O M E R L O Y A L T Y .

18. Characteristics of Customer Service 1. Service Level 2. Service Availability 3. Level of Standards 4. Service Reliability 5. Service Flexibility

19. Food Production F O O D P R O D U C T I O N I S A N O P E R A T I N G S Y S T E M A N D C A N B E M A N A G E D T H R O U G H A S Y S T E M S A P P R O A C H . D I F F E R E N T C U I S I N E S A R E A B L E T O F I T N E A T L Y I N T O T H I S A P P R O A C H B E C A U S E T H E K E Y E L E M E N T S F O C U S O N T H E P R O C E S S A N D T H E W A Y T H E F O O D I S P R E P A R E D , P R O C E S S E D ( C O O K E D ) , S T O R E D A N D S E R V E D .

20. The Food Service Production Method F O R A F O O D S E R V I C E O P E R A T I O N , T H E P R O D U C T I O N S Y S T E M M U S T B E O R G A N I S E D T O P R O D U C E T H E R I G H T Q U A N T I T Y O F F O O D A T T H E C O R R E C T S T A N D A R D , F O R T H E R E Q U I R E D N U M B E R O F P E O P L E , O N T I M E , U S I N G T H E R E S O U R C E S O F S T A F F , E Q U I P M E N T A N D M A T E R I A L S E F F E C T I V E L Y A N D E F F I C I E N T L Y .

21. Factors to Consider in Food Production Method 1. Type of establishment 2. Time available for the meal 3. Type of meu presented 4. Site of the establishment 5. Type of customer to be served 6. Turnover of customer expected 7. Cost of the meal served.

22. Role of Customers to Modern Food Production method I T I S A L S O N O W R E C O G N I S E D T H A T F O O D A N D B E V E R A G E S E R V I C E I T S E L F A C T U A L L Y C O N S I S T S O F T W O S E P A R A T E S U B - S Y S T E M S , O P E R A T I N G A T T H E S A M E T I M E . T H E S E A R E : A . T H E S E R V I C E S E Q U E N C E W H I C H I S P R I M A R I L Y C O N C E R N E D W I T H T H E D E L I V E R Y O F T H E F O O D A N D B E V E R A G E S T O T H E C U S T O M E R B . T H E C U S T O M E R P R O C E S S W H I C H I S C O N C E R N E D W I T H T H E E X P E R I E N C E T H E C U S T O M E R U N D E R T A K E S T O B E A B L E T O O R D E R , B E S E R V E D , C O N S U M E A N D H A V E T H E A R E A C L E A R E D .