INTRODUCTION TO FOOD AND BEVERAGE SERVICES

INTRODUCTION TO F&B SERVICES AND OPERATIONS.

1. INTRODUCTION TO FOOD
AND BEVERAGE SERVICE
CHAPTER 1
Prepared by:
MUMTAZUL ILYANI

2. F & B industry
•Itisusuallydefinedbytheoutputofproducts.Butit
doesn’tincludethemanufacturingoffood&drinkand
itsretailing.
•Thebasicfunction:servefood&drinktopeopleandto
satisfytheirvarioustypesofneeds.
•ThemainaimistoachieveCustomerSatisfaction.The
needsthatcustomermightbeseekingtosatisfyare:
–Physiological:theneedofspecialfooditems
–Economic:theneedforgoodvalueforthepricepaid
–Social:afriendlyatmosphere
–Psychological:theneedforenhancementofself‐esteem
–Convenience:thedesireforsomeoneelsetodothework

3. Sectors of the foodservice industry

4. The main sectors include:
1.RESTAURANTS
•Operations focuses on provision of food and drink with high
levels of supporting services, at a range of pricing.
2. TAKEAWAYS
•Operations focusing on minimum service and the provision
of food and drink via a fast-performing food preparation line.
3. OUTDOOR CATERING
•Operations involving the provision of food and drink away
from the enterprise premises.
4. HOTEL AND ACCOMODATION
•Operations include food and drink provided in association to
accommodation services.

5. The main sectors (cont…)
5. RETAIL STORES
•Operations involving the production of food and drink for
customers who have catering needs while they shop.
6. INDUSTRIAL CATERING
•Operations involving the provision of food and drinks for
employee.
7. WELFARE (SOCIAL) CATERING
•Operations involving the provision of food and drink to people in
colleges, armed services and people in social needs.
8. POPULAR CATERING
•Operations concentrated on satisfying the needs of high numbers of customers
who require food at low/medium prices, without significant service.
9. EVENTS
•Operations involving the provision of food and drink in large
scale.

6. The main sectors (cont…)
10. MOTORWAY SERVICES
•Operations involving the provision of food to people who
travel and use such services.
11. LICENSED TRADE
•Operations offered on environments controlled by licensing
requirements such as members club.
12. FAST FOOD
•Operations offered limited menu, that serves fast food
cuisine and has minimal table service.
13. LEISURE ATTRACTIONS
•Operations focused on provision of food and drink for
customers who are using the attraction main services.
14. TRANSPORT CATERING
•Operations associated with the provision of food and drink
for people who travel.

7. Customer type
•Itisusefultodefinethesedifferenttypesofmarketas
follows:
1. General market:
•Non-captive: Customers have a full choice.
2. Restricted market:
•Captive: Customers have no choice, example
welfare, orphanage houses, boarding school.
3. Restricted market:
•Semi-captive: Customers have limited choice as
they may use catering facilities in train, flight,
leisure activities.

9. Ownership of F&B operations
Management
options

10. Ownership of F&B operations
•Business and catering operations may be also classified according to their
ownership.
1. SELF-OPERATED
•This businesses are run by their owners and
quite often they are small or medium sized
enterprises. Known as independent restaurant.
2. FRANCHISE
•An agreement requires the franchisee to pay the
franchisor in exchange for license to use the brand, the
premise layout, the menu and even operations of the
business model that is being franchised.
•Franchisor –business owner, sells the right to use his
business plan and brand to others.
•Franchisee –operates business under the franchise brand.

12. Ownership of F&B operations (cont…)
3. MANAGEMENT CONTRACTING
•Based on an agreement between a business
that hires a professional firm or contractor to
run the catering operations in the premise.
Example: Cafeteria in University.
4. OUTSOURCING
•A new approach aiming to reduce losses
associated with catering operations. For
example a hotel may choose to have an
agreement with a known catering brand to
operate within its premises.

13. Types of F & B Operations
Types of operation Description
First Class Offeringahighleveloftable(silver,
Guéridonand/orplated)service.Often
associatedwithclassicorhautecuisine.
Ethnic Establishmentstendingtoreflectethnic
origin.
Themed Withaconcept,whichmakeittakespriority
overeverythingelse.Theconceptcanbe
representedbyarchitecture,food,music,
andoverall'feel'oftherestaurant.
Bistro, Brasserie Normallyservingone-plateitemsrather
thanformalmeals.

14. EXAMPLE OF THEME RESTAURANTS: PRISON RESTAURANT AND HOSPITAL RESTAURANT
EXAMPLE OF ETHNIC RESTAURANTS: KOREAN RESTAURANT AND INDIAN RESTAURANT

15. Types of F & B Operations
Types of operationDescription
Coffee shop or caféAsmallsocialgatheringplacewhichsellsvarietiesof
coffeeandtea.Somesnack,lightfoodandportioned
dessertassupplement.
Cafeteria Primarilyself-servicewithcustomerchoosingselection
fromacounterorcountersinvaryingdesignsand
layouts.
Fast Food OutletSubstantialsectorinthecateringindustry.Meetingthe
needsofall-daymealtakingandalsotheneedfor
‘grabandgo’service.
Wine bars Commonlywinethemed.Atypicalfeatureofmany
winebarsisawideselectionofwinesavailablebythe
glass.

16. EXAMPLE OF COFFEE SHOP: STARBUCKS
EXAMPLE OF WINE BARS

17. Definition of meal experience
•Themealexperiencemaybedefinedasseriesofeventsboth
tangibleandintangiblethatacustomerexperienceswhen
eatingout.
1. Tangible-which can be feel by
touching, seeing like restaurant tables,
chairs, cutleries.
2.Intangible-which can be only sensed
or felt like restaurant atmosphere,
music, staff friendliness.

18. Food production methods
•Ascostsofspace,equipment,fuel,maintenanceandlaborcontinuetorise,morethought
andtimehavetobegiventotheplanningofaproductionsystemandtokitchendesign.
Method Description
Conventional Termusedtodescribeproductionutilizingmainlyfreshfoodsandtraditionalcooking
methods.
Rawfoodarepurchased,preparedon-siteandservedsoonafterthepreparation.
Convenience
(assembly/serve)
Alsoknownas‘kitchenlesskitchen’,requiresnoonsitefoodproduction.
Fullypreparedfoodarepurchased,stored,assembly,reheatingandserved.
Centralized
(commissary)
Productionnotdirectlylinkedtoservice.
Foodarecookedinacentralproductionkitchenwithadeliverytooff-sitefacilitiesfor
finalpreparation.
Ex:Airlinecaterers,Franchisedorchainrestaurants
Cook-chill Foodpreservationmethodinwhichitispreparedandportioned,cooked,andthenchilled
to3°Cinacentralkitchen.Cook-chillpreservesfoodforuptofourdaysbeforeitis
reheatedforeating.
Cook-freeze Foodpreservationmethodinwhichitispreparedandportioned,cooked,andthenfrozen
to-20°Cinacentralkitchen.Cook-freezepreservesfoodforuptoeightweeksbeforeitis
reheatedforeating.
Sous-vide Foodissealedinairtightplasticbagsthenplacedinawaterbathorinatemperature-
controlledsteamenvironmentforlongerthannormalcookingtimes,96hoursormore—at
anaccuratelyregulatedtemperaturemuchlowerthannormallyusedforcooking,typically
around55°Cto60°Cformeatandhigherforvegetables.

19. CONVENTIONAL

20. CONVENIENCE

21. CENTRALIZED

22. COOK CHILL COOK FREEZE

23. SOUS-VIDE

25. Method Explanation
Baking Cooked in dry heat, in the oven
Blanching Dipping the food in to boiling water or oil for a short time
Boiling Cooked in a boiling or rapidly simmering liquid
Braising Browned in small amount of fat, then cooked slowly in a small
amount
Fried Cooked in fat or oil
Deep friedCooked in enough fat to cover the food
Grilled Cooked grill, over direct heat
Poaching Cooked in a liquid, just below boiling point (simmering)
Roasting Cooked uncovered, usually by in oven by dry heat
Sautéing Browned or cooked in a small amount hot fat or oil
Steaming Cooked in steam with or without pressure
Stewing Simmering slowly in enough liquid to cover the food
Food cooking methods

26. baking blanching
boiling braising
fried deep fried

27. steaming stewing
sautéing
grilled poaching
roasting

28. F & B service methods
•Allmodernfoodandbeverageservicemethodscanbe
groupedorcategorizedunderthecustomerprocess:
a)Tableservice
b)Self-service
c)Assistedservice
d)Singlepointservice
e)Specializedservice(orserviceinsite)

29. •Tableservice:thecustomerisservedatalaidtable.Thistypeofservice,
whichincludesplatedserviceorsilverservice,isfoundinmanytypesof
restaurant,cafesandinbanqueting.
•Self-service:thecustomerisrequiredtohelphimorherselffroma
buffetorcounter.Thistypeofservicecanbefoundincafeteriasand
canteens.
•Assistedservice:thecustomerisservedpartofthemealatatableand
isrequiredtoobtainpartthroughself-servicefromsomeformofdisplay
orbuffet.Thistypeofserviceisfoundincarverytypeoperationsand
mayalsobeusedforfunctions.
•Singlepointservice:thecustomerorders,paysandreceivesthefood
andbeverage,forinstanceatacounter,atabarinlicensedpremises,in
afastfoodoperationoratavendingmachine.
•Specializedservice(orserviceinsite):thefoodanddrinkistakento
wherethecustomeris.Thisincludestrayserviceinhospitalsoraircraft,
trolleyservice,homedelivery,loungeandroomservice.
The FIVE F & B service methods

30. The service sequence
•Itisessentiallythebridgebetweentheproduction
system,beverageprovisionandthecustomer
process.Theservicesequencemayconsistofeleven
ormorestageassummarizedinthetablebelow.
1.Preparation for service
2.Taking booking
3.Greeting and seating/ directing
4.Taking food and beverage orders
5.Serving of food
6.Serving beverages
7.Clearing during service
8.Billing
9.Dealing with payment
10.Dishwashing
11.Clearing following service

31. Food and Beverage Division

32. Food and beverage service
personnel
•Differentterminologycanbeusedforthevariousjob
rolesindifferingtypesofestablishment.
•Structurewilldependonthelevelofservice,styleof
service,sizeofestablishment,restaurantcapacityetc.

33. Food and beverage manager
•Thefoodandbeveragemanagerisresponsibleforthe
implementationandsettingofthefoodandbeveragepolicies.
•Ingeneral,foodandbeveragemanagersareresponsiblefor:
–Ensuringthattherequiredprofitmargins
–Updatingandcompletenewwinelists
–Compiling,inliaisonwiththekitchen,menu
–Purchasingofallmaterials
–Ensuringthatquality/quantityinrelationtothepricepaidis
maintained
–Ensuringstafftraininginmaintaininghighestprofessional
standards
–Employinganddismissingstaff
–Holdingregularmeetingswithsectionheads
–Marketingandsalepromotion

34. Restaurant manager/ supervisor
•Responsibilityfortheorganizationandadministrationof
particularfoodandbeverageserviceareas.Thesemay
includethelounges,roomservice(inhotels),restaurants
andpossiblysomeoftheprivatefunctionsuites.
•Jobdutiesconsistof:
–managingemployees,
–regulatingbusinessoperations,
–resolvingcustomerissues,
–createworkschedules,
–monitorandevaluateemployeeperformances
–motivatestaffmembers,
–monitoringinventory(ordering/delivery)
–meetinghealthandsafetyregulations

35. Reception headwaiter
•Thereceptionheadwaiterisresponsibleforacceptingany
bookingsdiaryuptodate.
•Theywillreservetablesandallocatethesereservationsto
particularstations.
•Greetguestsonarrivalandtakesthemtothetableandseats
them.

36. Headwaiter/ maître d’ hôtel/
supervisor
•Overallinchargeofthestaff
•Isresponsibleforseeingthatallthepre-preparationduties
necessaryforserviceareefficientlycarriedout
•Headwaiterwillaidthereceptionheadwaiterduringthe
serviceandwillpossiblytakesomeordersifthestationwaiter
isbusy
•Helpwiththecompilationofdutyrosterandholidaylists,and
mayrelievetherestaurantmanagerorreceptionheadwaiter
ontheirdaysoff.

37. Station headwaiter/
section supervisor
•Forlargeestablishmentstherestaurantareaisbrokendown
intoSections.
•Eachofthesetsoftables(whichmaybeanythingfromfourto
eightinnumber)withinthesectionoftherestaurantareais
calledaStation.
•Responsibilityforateamofstaffservinganumberofstations
withinasectionoftherestaurantarea.
•Theytakethefoodandbeverageorders(usuallyfromthehost)
andcarryoutserviceatthetablewiththehelpofthechefde
rang.

38. Restaurant Team
•Provides service to one set of table (between about four
and eight)
•Usually less experience than a station headwaiter.
Station waiter/ chef de rang
•Thepersonnextinsenioritytothestationwaiterand
assistsasdirectedbythestationwaiter.
Assistant station waiter/ demi-chef de rang
•This person mainly fetches and carries.
•Pre-preparation task, such as cleaning and prepare
equipment
Waiter/ commisde rang
•Apprenticeorlearner,havingjustjoinedthefoodand
beverageservicestaff
•Duringtheservicethispersonwillkeepthesideboardwell
stockedwithequipmentandmayhelptofetchandcarry
itemsasrequired.
Trainee commis/ apprentice

39. Other servicing staff
•Sommelier-awaiterinarestaurantwhohas
chargeofwinesandtheirservice
•Bartender-someonewhomakesandservesdrinks
inabar
•Barista-apersonwhomakesandservescoffeein
acoffeeshop
•Loungestaff-apersonwhoservesfoodand
drinksinalounge.
*Loungeisanareainapublicplacesuchasahotel,airportor
club,whereyoucansit,waitandrelax
•Banquetstaff-Theysetuptablesandchairs,and
layoutthetableclothsandplacesettings

40. Classic Kitchen Brigade
Relief Chef
(Tournant)

41. Classical Kitchen Brigade
•AtthetopofthekitchenbrigadeisExecutiveCheforChefDe
Cuisine
–His/herdutiesare:
•Responsibleforentirekitchenoperations
•Menuplanning
•Directthekitchenstafftraining
•Planningworkschedule
•Safetyandsanitationstandards
•Designofthemenu,diningroomandkitchen
•Purchasingandcosting
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42. Classical Kitchen Brigade
42
•ThesecondincommandistheSouschefwhichliterally
translatesasundertheexecutivechef
–His/herdutiesare:
•Directlyinchargeofproduction
•Coordinatethepreparationofmenuitems
•Supervisingthekitchen
•Acceptorderandgivecommand(e.g.Aboyeur)
•Controllingpositionforthewholecookingline

43. Classical Kitchen Brigade
Station Chef (Chefs de Partie)
–SometimescalledChefdePartie(StationChef,orlinechefs)
–Inchargeofparticularareasofproduction,butunderthe
supervisionofchefandSouschef
–Dependingonthesizeofthekitchen,thenumberofstations
willvary
–Itcanbedividedinto8categories
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44. Classical Kitchen Brigade
Station Chef (Chefs de Partie)
–Saucier/Saucechef
•Responsibilitiesincludethesautéstationandpreparationofmostofthesauces
–Grillardin/Grillchef
•Responsibilitiesforallgrilled/broiledfoodsandtheiraccompanyingsauces
–Rotisseur/Roastchef
•Responsibleforallroasteditems
–Poissonier/Fishchef
•Responsibleforallfishandshellfishitems
–Entremetier/Vegetablechef
•Responsibleforallhotappetizers,soupandvegetable/starch/pasta
–Gardemanger/Pantrychef
•Responsibleforcoldappetizers,canapésandsalads
–Tournant/ReliefChef
•Literallythe“turning”chef,thischeffillsinatanyposition
–Patissier/Pastrychef
•Responsibleforallbakeditemsandsweets