Lesson 1 Introduction to Food and Beverage

Services
OBJECTIVES
At the end of this lesson, you should be able to
1. Explain concepts in food and beverage services;
2. Discuss the relevance of the course; and
3. Explore career opportunities in Food and
Beverage Services NC II.
VOCABULARY LIST
History of Foodservice Operations

Food and beverage services or F&B service

- is a professional industry that includes restaurants, bars, cafeterias, canteens, food courts
and other food-based hospitality businesses which provide meals to its customers for various
purposes like meetings, gatherings, recreation etc.

Restaurant

This word was said to be credited to the famous Monsieur Boulanger, the father of the
modern restaurant, who sold soup at his all-night tavern on the Rue Bailleul. He called these
soup restorantes (restoratives), which is the origin of the word restaurant.

The term restaurant (from the French restaurer, to restore) first appeared in 16th century,
meaning “a food which restores”, and referred specifically to a rich, high flavoured soup.
Classification of Food and Beverage Service Facilities

Catering Establishments- means any meal room, dining room, coffee shop, tea shop, or cafeteria, and includes any place,
building, or part thereof, in or from which food is sold or served for consumption on the premises or elsewhere.
PRIMARY CATERING FACILITIES.
These types of establishments are primarily concerned with the provision of food and
beverage services. Their main purpose for existence is food and beverage.

TYPES OF PRIMARY CATERING FACILITIES:

• Hotels – its main purpose is to provide accommodation. But alongside the need for
accommodation, is the need for the provision of food and beverages. Many foodservice
establishments can also be found within a hotel, (specially a five star). Some of these are
the coffee shops, room service, banquets, specialty restaurants, grill rooms and cocktail
bars.
• Restaurants – basically, this establishment is devoted to serve food and beverages
only although other concepts have also been introduced in the business itself
• Coffee Shops – they offer coffee, snacks and often light meals to
supper items. They require fast service for the fast turnover of their
guests
• Fast Food Restaurants – it is also called quick service restaurants. It
caters to people on the go (or working) requiring fast, economical and
portable foods.
• Casual Dining Restaurants – it is also called bistros, appearance and
atmosphere. It provides an environment for casual dining where foods
are served with waited table service
. • Bars and Pubs – these establishments are geared to provide
service of all types of alcohol with an emphasis on draught beer
and good music.
• Fine Dining Restaurants – these types of establishments
require highly-skilled employees for the superb service they
offer, gearing up on ambiance, service and excellent
foodservice.
• Outdoor Catering – this is also called off-premise catering,
which means catering to a large number of people at a venue of
their choice, usually not within the establishment’s premises
SECONDARY CATERING FACILITIES.
In this type, the provision of food and beverages is part of another
business, so basically this is an allied or support system of the business
itself.

TYPES OF SECONDARY CATERING FACILITIES:

• Club Catering – this refers to the provision of food and beverages to a
restricted clientele (club members).
• Transport Catering - this refers to the provision of food and beverages
to passengers, before, during and after a journey on different transport
vehicles.
 • Airline Catering – it caters to airline passengers on flights
• Railway Catering – it caters to railway passengers on trains
• Ship Catering – caters to passengers travelling on sea
• Surface Catering – it caters to passengers travelling by surface
transport such as buses and private vehicles
• Welfare Catering – provides food and beverages to people to
fulfil a social need, determined by a recognized authority
. • Industrial Catering - provides food and beverages to people at
work, in industries and factories at highly subsidized rates.
• Leisure-Linked Catering - provides food and beverages to
people engaged in leisure.
ATTRIBUTES OF FOOD AND BEVERAGE SERVICE PERSONNEL

Customers judge the restaurant, bar or hotel not only for the quality of food and
facilities, but also by the kind of people who serve them.

The service personnel reflect the image of the company. They must therefore carry
themselves in a professional manner to make a good impression. Professionalism is a
quality that is projected in terms of:
• Physical Projection – appearance, poise, posture and body language.
• Verbal Projection – quality of speech, diplomacy and tact in the words and
expression used, including tone, volume and non-verbal projections.
• Conduct and Behavior – practice of basic courtesy, tolerance for difficult guests
and customers, compliance to service standards.
Physical Projection
• It is advisable to require employees to wear uniform.
• Always carry a pleasant smile and positive disposition so that the
others will feel more comfortable and at ease with you.

Verbal Projection
• Speak with clarity. Check if you are understood whenever sending a
message.
• Speak in audible, relaxed and natural manner, maintain
conversational tone and volume.
• Observe right speed, not too fast, not too slow.
• Make it a habit to use magic words like “May I”, “Do you mind?”,
“Please” and “I’m sorry”.
• Be honest and accurate in giving information. Do not bluff.
Specifically, a waiter/food server should also consider the following points in
serving a guest:
➢ Dress - The waiter, in turn, is responsible for keeping his uniform in good
condition, having it cleaned and serviced for any repairs.

➢ Grooming - Individuals in food and beverage service cannot appear any more
extreme in their personal grooming than the most conservative of their guests

Personal Hygiene - Food and beverage personnel are clean and look clean. Hands
and nails which are close to the guest’s food have to be absolutely spotless

➢ Etiquette - General politeness and amiability are obviously expected of food and
beverage personnel.

➢ In the Dining Room - While waiting for the dinner and even while eating,
customers notice dining room personnel.
. ➢ Unpleasant Habits
• Yawning
• Mannerisms like nail biting, cross arms and lip biting
• Using sign language with unwanted facial expressions
• Shouting, giggling and horse playing
• Daydreaming
• Putting hands on pockets
• Leaning on walls, tables and chairs
• Staring look
• Chewing gum
• Demand for tip
• Counting tip in view of customers
• Bluffing customers
• Reading newspapers or magazines
• Use of rude or insulting language
Job Description of Food and Beverage Personnel
Food and beverage manager
Basic function
- Responsible for overall operations of their establishments.
Specific duties
 They purchase food; select and plan menus
 oversee staffing of kitchen and dining room operations
 Maintain health, safety and
sanitation levels.
 They establish standards for personnel performance,
service to customers, menu rates, and advertising and publicity.
 They coordinate the
overall operations of menu planning, bar and banquet activities, staffing
functions, and interact with customers and vendors
Captain Waiter
Basic function:
responsible to promote and ensure guest satisfaction, maintain a safe and sanitary work environment and ensure only the
highest quality products are being served.
Establishes rapport with guests to build guest loyalty and gather constructive feedback to ensure satisfaction of every
individual guest. Also to handle daily team member relations, and encourage problem solving by team members through
proper training and empowerment.
Specific Duties:
 Always greet and welcome guests promptly in a warm and friendly manner.
 Always thank and give fond farewell to guests conveying anticipation for their next visit.
 Assist guest with table reservation.
Ensure guest are serviced within specified time.
 Has a good knowledge of menu and presentation standards.
 Speak with guests and staff using clear and professional language, and answer phone calls using
appropriate telephone etiquette.
 Able to answer any questions regarding menu and assist with menu selections.
Waiter
Basic Function:
Takes and serves food and beverage order according to prescribed standard of service
Specific Duties
 Looks after the necessary preparation before the start of operation
 Studies the Menu and familiarize himself with the outlets and out of stock items and
undertakes suggestive selling
 Takes and Serve food and beverage orders
 Assist in welcoming and seating the guest
 Attends to the settlement of bill of the guest
 perform side duties and other assignments given by the supervisor
Busboy
Basic Function:
Dining room helper and runner
Specific Duties
 Assist waiter in mis en place
 serves breads and butter, coffee and tea
 place orders to the kitchen and picks up prepared orders
 clears table of soiled dishes
 fills and refills water goblet
Bartender
Basic function:
Prepares and serve drinks to guest
Specific duties
 Looks after the necessary preparation before the start of operation
 Studies the Menu and familiarize himself with the outlets and out of
stock items and undertakes suggestive selling
 Prepares and serve drink to guest
Barista
Basic Function:
a professional who makes and serves beverages such as coffee,
tea and specialty beverages.
Specific Duties
 Preparing and serving hot and cold drinks such as coffee, tea,
artisan and specialty beverages.
 Cleaning and sanitising work areas, utensils and equipment.
 Cleaning service and seating areas.
 Describing menu items and suggesting products to customers.
 Servicing customers and taking orders.