CATERING AND FOOD SERVICE

MANAGEMENT
HND IV

AYERO SARAH CANWAT

Catering operations and food service

• origin of catering food service

development
Tradition and
culture
Globalisation

Religious
changes
Technological Development
development of food
services

Social and Industrial

economic changes development
Basic Concepts defined

• Food service/catering industry encompasses

those places, institutions and companies that
are responsible for any food or beverage
preparation outside the home. hotels and
restaurants, fast food outlets,
canteens/cafeterias in schools, offices etc
• Food service management is the art of
providing food and beverages aesthetically
and scientifically to a large number of people,
in a satisfactory and cost effective way
• Food service is the practice or business of
making, transporting and serving prepared
foods.
• Food service manager is the one who
assumes responsibility for the
management and administration of a food
service unit /department / organisation.
Types of Catering Services
• Based on social economic interest

Catering
services

Welfare/ non
commercial Commercial
Catering catering services
services
 Give examples of catering services
categorically
• Welfare catering • Commercial catering
services services
1. Hospitals • 1.restaurant
2. Schools • 2. hotel
3. Armies • 3. fast food resturants
4. prisons
Types of Food Service Systems/ catering operations

• 1. Conventional food service system: Food is

prepared in a kitchen on the premises where
the food is to be served.

• 2. Commissary food service system: In this

system, food is prepared centrally at one place,
but it is distributed to several remote areas for
final preparation and service, since the food
production centre and the service areas are
located in separate facilities.
• 3. Ready-prepared food service systems: Food
items are prepared well in advance before the
time of service and kept frozen until they are to
be used. In large cities, many such food items are
available e.g.frozen samosas, cutlets, French fries
etc
• 4. Assembly–service system: In this, fully prepared
foods are purchased from manufacturers and only
finishing processes such as seasoning, thawing,
reheating is done at the place of service.
Food and beverage control
• Food and beverage control can be
defined as the guidance and regulations
of the cost and revenue for operating
catering activities in hotels, restaurants,
and other catering establishments
• Profit not only is earned by sales, but also
can be achieved by cost control, and
whenever money is saved, money is
earned
Objectives of food and beverage control

• Analysis of income and expenditure

• Establishment and maintenance of
standards
• Prevention of waste
• Prevention of Fraud
• Management Information
• Pricing
F&B control three phases
Beverage control
• Beverage control refers to control of liquor (including non-alcoholic
beverages) during purchasing, receiving, issuing and selling. The
control measures used are:-

• Keeping less expensive drinks as house-brands

• Avoiding over buying
• Strict storing and receiving procedures
• Regular physical inventory of stores
• Periodically preparing operational statements
• Control checks and BOT (Beverage Order Ticket/Token)
• Regular bar inventory
• Using standards measures
• Following standard bar recipe cards for cocktails
Reason for extra Control over Beverages

1. Pilferage is common among staff for personal consumption. The lure of alcohol can be compelling for
some staff.
2. Unauthorized Complimentary drinks are served to customers in the expectation of extra tips.
3. Failure to record sales: The staff may not raise a check for the beverage served and pocket the cash.
4. Bar Staff have been found to carry their own liquor from outside and serve it in the hotel at higher
rates. This eats into the bar sales.
5. Inexperienced barmen are often found to over pour or under pour drinks.
6. High spillage and breakage is another reason for extra control on beverages.
7. The barman may be careless in discarding bottle before emptying.
8. Pouring less than the standard measure and selling the excess personally.
9. Diluting white spirits such as gin, vodka, and white rum with water. This increase the quantity and
allows the barman to pocket sales.
10. Claiming „damage by accident‟ by showing broken empty bottles. The liquor is of course not wasted
and is sold without will to pocket cash.
11. Over charging guests on number of drinks. This is resorted to if the guest seems drunk.
12. Using the same bill for more than one customer. This act in hotel parlay is more commonly called
„check playing‟ and is a very serious offence. The modus operandi is quite simple. For example, if a
table for two orders two beers and leaves without taking the guest copy of the bill, then the same bill
for two bears is given to the next customer if the order is the same. The sale of course is not
registered.
13. Using peg measures of lesser capacity. Short pouring as well as over pouring could be reason for
suspecting fraud in a bar.
Control Measures Taken
•Less expensive drinks should be kept as bar-brand or house brand. This
lowers the beverage cost and results in increase profits.
•Overbuying beverages should be avoided as it can result in dead stock.
•Strict procedures for receiving and storing need to be in place.
•Regular physical inventory of stores needs to be taken.
•Operation statement should be prepared periodically, the statement is
prepared considering the inventory taken, store issues and sales.
•Proper control on checks and BOTs need to be made.
•A regular and strict bar inventory must be taken and overage or shortage
must be accounted for.
•Standard measures to be used in the bar. The law requires a bar to use
Jiggers authenticated by the „weights and measures‟ department.
•The barman must follow „standard bar recipe cards‟ for cocktails.
•Daily sales figures must be cross-checked with issues made and
popularity or items sold report.
Quality control in catering
• A simple dictionary definition might refer to ‘A degree
or standard of excellence’
Quality management aims
• To arrive at a workable (manageable) approach to
consistent
• quality improvement.
• To develop procedures, processes and practices which
• consistently match customer expectations.
• To define standards of performance which conform to
• customer expectations.
Quality management
• Quality management is concerned with
the systematic planning and
management of all operational
activities, techniques, processes and
procedures.
The Catering cycle
Critical Control points in the catering cycle and means
of reducing errors
Catering marketing and personal selling
• Marketing is the management process
responsible for identifying, anticipating
and satisfying customer requirements in
most cost effective way
 Marketing
Marketing is identifying customer
1. needs, wants and expectations
2. income and spending power
3. frequency of use of catering establishments
4. levels of demand for particular products and/or services
and then developing and managing catering responses:
5. products and services (design and attributes)
6. communications, what is on offer, where, when, how,,much
7. promotion, advertising and selling
8. efficient, effective and economic use of resources
9. adaptability, flexibility, response to change, without
compromising policy or image
Problems of marketing food services
1. tangibility
2. ownership
3. justification of price
4. perishability
5. standardization
6. inseparability
7. quality control
8. managing demand
Marketing activity
…
Points for good quality food

the food service manager/caterer should have

• knowledge of menu planning, food selection, preparation and
service, equipment required,
• have organisational and managerial skills, successful personnel
direction,
• ensure that sanitation and hygiene are optimal,
• have an adequate system of cost control,
• wisely utilise space for the physical layout of the unit
• ensure appropriate waste management practices and procedures are
used
• the entire operation should be environment–friendly to the extent
possible.
Menu development- menu planning
• A menu/ bill of fare is a list of dishes offered
by a catering service provider. It may have
prices if it is for commercial catering
• A menu is a means of communication by
which the caterer/food service unit,
whatever type it may be, informs the
customer/consumer what food(items) are
being offered.
Points to consider during menu planning
• climate, season
• availability of ingredients,
• price range,
• time of day
• Nature of function
• Taste and preference of the diners
• types of beverages to be served, no repetition
• colours and flavours,
• nutritional considerations
• Number of courses
Employment development and training- xtics of catering
personnel

• An interest in food and regular update of trends in national and

• international cuisines.
• „„ Ability to have a good focus on quality, production, sanitation and
• food cost controls.
• „„ Ability to establish, maintain and enforce consistently high
• performance standards.
• „„ A friendly and outgoing disposition.
• „„ Good communication and interaction skills (Ability to communicate
• effectively, both verbally and in writing, to an array of diverse internal
• and external clients).
• „„ Good organising abilities with an eye for detail.
• „„ Pleasant, cheerful and energetic personality.
• „„ Good command over English, other preferred languages especially
• foreign languages.
• „„ Ability to be on your feet for long hours.
Future trends in catering
1. the recognition of the importance of
consumers and the choices they make
2. Media interest and involvement in food
and cooking, getting higher
3. consumers have become more
interested in particular foods, cuisines
and ingredients
4. Healthy eating campaigns
Trends…
1. Continued growth in the eating out market
2. chain operations continue to grow and flourish and
are seen as a good target for investment.
3. many customers are ‘ trading up ’ to more exotic
and gourmet meals
4. growth in pre-prepared convenient products, such
as peeled and chopped, and even cooked vegetables
5. Use of high tech equipment in production
6. etc
 Technology in catering
• Point-of-Sale (POS) Equipment in F&B Service
a computer-based technology to take orders, record them, accept payments, and display or print their receipts. Restaurant servers,
bartenders, and cashiers can use POS systems to enter and record food and beverage orders easily. Calculating cash due for every
order entered for a table.
 Recording the method of payment.
 Tracking balance cash.
 Creating periodic sales reports.
 Calculating labor and payroll data.
 Recording daily check averages for each worker.
 Tracking the number of balance and sold food items.
 Recording information of repeat customers.
• Digital menus
• Scan code menus
• Food Apps
• Websites
etc
Catering equipment for large scale institutions
Transportation and logistics management in catering
institutions
• the core idea of logistics management is to meet
customers’ needs through optimizing movement
of products and services within the company.
1. Inventory management practices help
companies place orders accurately as well as
maintain different assortments of products and
supplies
2. internet based inbound transportation tools to
help control visibility
1. vendor compliance program, where they
notify vendors about how their product
should arrive
2. use a centralized ordering process
3. monthly inventory counts are conducted
to help prevent discrepancies with
products and supplies
4. buying what they need depending on its
use, depending on a 72 hour forecasting
5. first in-first out (FIFO) inventory policy
1. well-organized inventory management and
control system is needed
2. purchases 60% of their supplies from within a
500 mile radius for its restaurants
3. Monitoring suppliers
4. Food trucks
5. Food barrels and containers should be with
fitting lids
6. Cold storage boxes and vehicles for chilled
foods
 Aspects of Catering laws
1. Contracts for the sale of food and drink
2. Criminal liability for the sale of food and drink
3. Standard form contracts
4. The terms of a commercial contract
5. Licensing Law
6. Liquor licensing
7. Restaurants, hotels and clubs
8. Permitted hours
9. The conduct of licensed premises
10. Safety and Working Conditions
Safety in catering institutions

• Importance of managing health and

safety
– prevents injury and ill health to your
business’s most important resource,
people;
– contributes to a content and
productive workforce;
– makes economic sense by reducing
accidents and their costs.
How to achieve Effective management of
health and safety

■ realise it is an integral and essential part of

business management;
■ identify the main risk areas and taking
action on those while disregarding trivial risks;
■ setting yourself clear targets, for example to
train staff and clearly allocate responsibilities;
■ supervising adequately;
■ consulting staff at all stages.