Manajemen Jasa Boga

Minggu 1
The Food and Beverage
Introduction
Materi 1 & 2
 Materi
• Food and Service Industry Sector
• Food and Beverage Operation
• Customer Service
• Food and Beverage Personnel
 1. Food Service Industry Sector

The International Foodservice Industry provides millions of meals a day in a

wide variety of types of operation

• Food: Can includes a wide range of styles and cuisine types. Such as
Thematic (traditional, British, Italian, Oriental) or particular specialty such
as fish, vegetarian or healthy food.

• Beverage: Alcoholic (Wine, Beer, Spirit, Liqueurs, Cocktails) and Non –

Alcohol drinks. (Mineral water, Coffee and Tea, Milk and Mocktail)
 1.1.Sectors of the Food service Industry

In the foodservice industry there are a number of different industrial sectors

and these are categorized according to the type of customer demand being
met.
There are many different industry sectors such as hotels, independent and
chain restaurants, popular catering, pubs, and wine bars, fast food, leisure
attractions and banqueting.
It is useful to define these different types of market as follows :
•General Market : Non Captive – Customer have a full choice.
•Restricted Market : Captive – Customer have no choice (Welfare)
•Semi Captive – Customers have a choice before entering (Marine, Airline,
Trains, hotels and leisure activities)
2. Classification of Food and Beverage
Operations
2.1. Main Responsibilities and Objectives of
the FB department
2.2. Constraints On Food And Beverage
Management
 2.3. Cost And Market Orientation

• To Distinct between cost and market orientation within the hospitality

industry.
 2.3.1. A Cost Business Oriented
Characteristic

1. A lower percentage of fix cost vs Higher percentage of variable costs such as F&B
Costs.

2. A greater reliance on decreases in cost rather than increases in sales to contribute

to the budgeted profit levels of the establishment. Increase the performance level
of a cost oriented business more emphasis would be given to reducing the overall
costs of the operations in such areas as purchasing, portion sizes and labour levels

3. A relatively stable market demand for the product. Cost oriented operations enjoy a
reasonably stable demand for their products this makes planning and operating
more predictable and controllable.

4.More likely to have a more traditional fixed pricing policy.

 2.3.2. Market Business Orientation
Characteristic

1. High percentage of fixed costs (rent, rates, salaries, depreciation building and
equipment).

2. A greater reliance on increases in revenue than decreases in costs to contribute to

the profit levels of the establishment. Increase the business’s profitability, more
emphasis be given to increasing sales (such as, increasing the average spend of
the customers or the number of customers) rather than by reducing costs.

3. An unstable market demand for the pruduct, requiring a greater emphasis on

selling and merchandising of product to eliminate shortfalls in sales.

4. Flexible pricing policy in order to atrract customers at off peak times.

 2.4. Type Of Food Service Operations

• Bistro – Typical with Table cloth, Cluttered décor, friendly

informal staff, offer honest, basic and robust cooking
• Brasserie – Long Bar, serving one plate items, possible to have
drink only, coffee or snack.
• Coffee shop – Similar brasserie, open all day, serve all meal
types from breakfast through to supper.
• First class restaurant – Formal fine dining, classical
preparation and presentation of food, using silver
equipments.
• Restaurant – Price mid to high level, Service ranges from full
table service to assisted service.
 2.4. Type Of Food Service Operations
(Cont’d)
• International Rest – Offer food from many countries, such as
Indian, Oriental, Asian, Spanish, Greek, Italia.
• Theme Rest – Offer food, atmosphere and ambience from
many countries.
• Health food and Vegetables restaurants – Specialization of
operations into vegetarianism and/or healthy food.
• Cafeteria – Self service, Choosing selection from a counter.
• Wine Bars – A mixture of bar and brasserie style operation,
commonly wine themed
 3. Customer Service

Good customer service is often characterized by:

• Meeting / exceeding customer expectations
• Knowing the benefits / features of the services and products on offer
• Being able to listen actively
• Being friendly and polite
• Being able to adapt method of communication to meet the individual
needs of a range of customers.
• Avoiding the used of jargon
• Forming professional relationships with customers
 3.1. Managing The Meal Experience

• The meal experience may be defined as a

series of events – both tangible and
intangible- that customer experiences when
eating out
 3.2. Benefit Maintain a Good Customer
Service
• The Benefits to the operation include:
 3.3. Benefit Providing Good Customer
Service

• Individuals working in F&B service the benefits

of providing good customer service include:
 3.4. The general factors affecting a
customer’s choice of meal experience
 4. A Classification Of Food & Beverage
Operations
F&B MANAGER

ASST F&B MANAGER

ROOM SERVICE BANQUETING

REST MANAGER MANAGER BAR & LOUNGE
OPS MANAGER

ASST BQT OPS

ASST BAR MANAGER
ASST MGR ORDER TAKER MANAGER
H. WAITER
SUPERVISOR
HEAD BAR
SUPERVISOR CAPTAIN

CAPTAIN
CAPTAIN WAITER BARTENDER

WAITER

WAITER RUNNER BAR WAITER

BUSHBOY
 4. Food And Beverage Personnel
• Restaurant Manager
• Reception / Greeters
• Head Waiter
• Supervisor
• Station Waiter / captain
• Waiter
• Bush boy / Runner
• Trainee
• Floor / Room service staff
• Lounge staff
• Wine butler
• Head Bar
• Bar captain
• Cashier