Introduction to Food and Beverage

Management

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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

1. Sectors of the food service industry

2. Food and beverage operations
3. Classifications of food service establishments
4. Types of food and beverage services

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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
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The food service operation/cycle (WS)
(a) Consumer
and market

(h) Monitoring (b) Formulation

of consumer ???? of ????

The food service cycle can be

used as a basis to analyze (c)
(g) Control of
Interpretation
costs and ???? how different food service
of ????
operations work.

(d) Planning and

(f) Production
design of
and service
facilities

(e) Provisioning

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The food service operation/cycle (key)
(a) Consumer
and market
(h) Monitoring
(b) Formulation
of consumer
of policy
satisfaction

The foodservice cycle can be

(g) Control of used as a basis to analyze (c)
costs and Interpretation of
how different foodservice
revenues demand
operations work.

(d) Planning and

(f) Production
design of
and service
facilities

(e) Provisioning

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

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 (a) Consumer and
(eg) Target the consumer needs and market potential.
market

Knowledge of the operational and management requirements for the food

(b) Formulation of
production. Together with the management and staffing needs in order to meet the
policy requirement of the operation.

(c) Interpretation of
demand .. required for the food and beverage operations and the plant and equipment
required.

(d) Planning and

.. to continually check on the extent to which the operation is meeting
design of facilities customer needs and achieving customer satisfaction.

(e) 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.

(f) Production and .. and design of facilities required for the food and beverage operations and
service the plant, equipment required.

(g) Control of costs

and revenues .. : guide the choice of operational methods that will be used.

(h) Monitoring of .. such as labor and overheads, associated with the operation of food
consumer satisfaction production, beverage provision and other services, and the control or revenue.
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 (a) Consumer and
Target the consumer needs and market potential. (a)
market

(b) Formulation of The formulation of policy and business objectives: guide the choice of operational
policy methods that will be used.

(c) Interpretation of The interpretation and design of facilities required for the food and beverage
demand operations and the plant, equipment required.

(d) Planning and The planning and design of facilities required for the food and beverage operations
design of facilities and the plant and equipment required.

The organization of provisioning for food and beverage and other purchasing
(e) Provisioning requirements to meet the needs of the food production, beverage provision and
the service methods being used.

Knowledge of the operational and management requirements for the food

(f) Production and
production. Together with the management and staffing needs in order to meet the
service requirement of the operation.

Control of cost of material and other costs, such as labor and overheads, associated
(g) Control of costs
with the operation of food production, beverage provision and other services, and
and revenues the control or revenue.

(h) Monitoring of The monitoring of customer satisfaction to continually check on the extent to which
consumer satisfaction the operation is meeting customer needs and achieving customer satisfaction.
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How can performance be measured in
food service operations? (WS)
Five Performance measure variables
1. (eg) Seat turnover

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KEY

Five Performance measure variables

1. Seat turnover 4. Complaint levels
2. Customer spend/ average 5. Level of repeat business
check
3. Ratio of food and beverage
sales to total sales

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

(eg)

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Sectors of the food service industry (key)

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

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 Sectors of the food service industry. (WS)

Sector Description of the food service operation

1. Hotel, motel and other (eg) Provision of food and drink together with
tourist accommodation accommodation service

2. Restaurants including Provision of food and drink, generally at . price

conventional and with ..levels of service
specialist operations

3. Popular catering Provision of food and drink generally at

including cafs, pizza,
grills and steak house

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 Sectors of the food service industry (key)

Industry sector Description of the foodservice operation

1. Hotel, motel and other Provision of food and drink together with accommodation
tourist accommodation service

2. Restaurants including Provision of food and drink, generally at high price with
conventional and high levels of service
specialist operations

3. Popular catering Provision of food and drink generally at low/ medium price
including cafs, pizza, with limited levels of service and often high customer
grills and steak house throughput

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 Sectors of the foodservice industry. (WS)

Industry sector Description of the foodservice operation

4. Fast food including Provision of and drink in a highly specialized .,

McDonalds and Burger characterized by labor costs and vast
King, KFC etc. customer .

5. Takeaway including .. provision of food and drink

ethnic, snacks, fish and
chips, sandwich bars

6. Outdoor catering Provision of food and drink away ..;

(ODC) suppliers usually associated with
(or off-premises catering
or event catering)

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 Sectors of the food service industry (key)

Industry sector Description of the foodservice operation

4. Fast food including Provision of and drink in highly specialized

McDonalds and Burger environment, characterized by low labor costs and
King, KFC etc. vast customer throughput
5.Takeaway including Fast provision of food and drink
ethnic, snacks, fish and
chips, sandwich bars

6. Outdoor catering Provision of food and drink away from home / work;
(ODC) suppliers usually associated with a major event.
(or off-premises catering
or event catering)

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 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)

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Classification of food and beverage operations
(WS)

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Classification of food and beverage
operations (key)

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

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Ownership of F&B operations

Management
options

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Self-operated
The owner or organization .

Franchise agreement
With a franchise, the franchisee (the owner of the facility)
pays fees to the

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Self-operated
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 franchisors business & quality standards.

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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 .

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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.
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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 ..

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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.

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 Popular F & B Services (WS)
Types of operation Description
5. Coffee shop or caf 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 ..

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 Popular F & B Services (key)
Types of operation Description
5. Coffee shop or A small social gathering place which sells varieties of
caf 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.

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F&B services in hotels (WS)
Most hotels operate multiple F & B outlets (7 examples):

1. Employee dining
.

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F&B services in hotels (key)
The outlets could be:
1. Employee dining
2. Mini Bar
3. Restaurant
4. Coffee Shop
5. Conferencing & Banqueting
6. Room service
7. Bar & Lounge

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 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.

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F&B factors in meal experience (GW):
Add more factors under the headings below.

Material Behaviour and

Environment
Product attitude of staff
Quality of F&B Cleanliness Friendliness
.. .. ..

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 F&B factors in meal experience (key)

Material Product Environment Behaviour and attitude

Quality of F & B Cleanliness Friendliness

Portion size Location and Courtesy
Variety and accessibility Efficiency and speed
availability of menu Size and shape of Helpfulness
choices room Professionalism
Price of Furniture and fittings Responsiveness to
meal/service Atmosphere (color, special requests or
lighting, temperature, complaints
noise level)
Employees
appearance
Availability of parking

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 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.

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Organizational Chart Restaurant Team (key)

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 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
.

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 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

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 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,

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 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.

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Reception headwaiter / Matre d hotel-duties?

The reception headwaiter is responsible for accepting any

bookings diary up to date.

Greet guests on arrival and ..

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Reception headwaiter / Matre 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.

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Other servicing staff

Sommelier / wine waiter

Table (station) waiter
Bar or Lounge staff/ bartender
Function catering/ banqueting staff/ events staff

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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:

1. The Menu
2. The type of establishment
3. The size of the operation
The number of customers
The volume of food service
4. The physical facilities, e.g. equipment

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Classic Kitchen Brigade

Relief Chef
(Tournant)

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 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

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 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

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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
..

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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

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Classical Kitchen Brigade
Station Chef (Chefs de Partie)

Sometimes called Chef de Partie (Station Chef, or line chefs)

In charge of

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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

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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
...

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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
customers 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.
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Kitchen Objectives (GW)

How many kitchen objectives can you think of?

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Food production methods (WS)

Method 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 .

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Food production methods (key)
Method 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

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Cooking Methods (GW & WS)

How many ways of cooking can you think of?

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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
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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.Sauting 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
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 The service sequence (WS)
The service sequence may consist of eleven or more
stages. Re-order the stages below.
1. Preparation for service Dishwashing
Billing Serving of food
Greeting and seating/ Taking booking
directing Dealing with payment
Clearing following Taking food and
service beverage orders
Serving beverages
Clearing during service
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 The service sequence

1. Preparation for service 7. Clearing during service

2. Taking booking 8. Billing
3. Greeting and seating/ 9. Dealing with payment
directing 10.Dishwashing
4. Taking food and 11.Clearing following
beverage orders service
5. Serving of food
6. Serving beverages

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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.

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Food production and Food production and
beverage service beverage provision

Customer Process Service Sequence

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Five F&B service methods
Food and beverage service methods can be categorized:
a) Table service
b) Self-service
c) Assisted service
d) 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.

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Match each description to a service method
(WS)
1. ..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.
2. 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.
3. 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.
4. 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.
5. 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.

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1. 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.
2. 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.
3. 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.
4. 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.
5. 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.

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Service Methods Table service

Now, lets consider the different types of table services.

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Group A: Table service
Service offered to customer
1. Waiter a) Silver/ Presentation and service of food by waiting staff, using a
English spoon and fork, onto a customers plate, from food flats or
dishes
b) Family
c) Plate/
American
d) French
e) Russian
f) Guridon
2. Bar
counter

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Group A: Table service
Service offered to customer
1. Waiter a) Silver/ Presentation and service of food by waiting staff, using a
English spoon and fork, onto a customers plate, from food flats or
dishes
b) 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
c) Plate/ Service of pre-plated foods to customers. Now also widely
American used for banqueting
d) French Presentation of food service dishes individually to customers
by food service staff for customers to serve themselves
e) Russian Table laid with food for customers to help themselves
f) Guridon Food served onto customers plate at a side table or trolley
may also include carving and fish filleting, the preparation of
foods such as flambage
2. Bar Service to customers seated at bar counter (often U-shaped)
counter on stools

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Table Services
Silver Service
Family Service
American Service
French Service
Russian Service
Guridon Service

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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
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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
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Group E: Specialized (or in situ) (GW)
Service to customers in area not primarily designed for service

Method of service of whole or [art of meal on tray to customer in situ, e.g.

1.Tray
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 ????

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Group E: Specialized (or in situ)
Service to customers in area not primarily designed for service

Method of service of whole or [art of meal on tray to customer in situ, e.g.

1. Tray
at hospital beds; at aircraft seats; at train seats; also used in ODC

Service of food and beverages from a trolley, away from dining areas, e.g.
2. Trolley for office workers at their desk; for customers at aircraft seats; at train
seats

3. Home Food delivered to customers home or place of work, e.g. meal on wheels,
delivery pizza home delivery. Or sandwiches to offices

4. Lounge Service of variety of foods and beverages in lounge area, e.g. hotel lounge

Service of variety of foods and beverages in guest bedrooms or in meeting

5. Room
rooms

6. Drive-in Customer park their motor vehicle and are served at their vehicles

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