THE FOOD SERVICE

INDUSTRY
1. Introduction
 Food and beverage operations are
characterized by their diversity and outlets
 Which includes private and public sector
range from small privately owned concerns
to large international organization, from
prison catering to most luxurious hotel.
 Food and beverage industry ranks about the
third largest employer in Great Britain
Employing 2.4 Million workforce and the
turnover exceeds 31,000 Million .
THE MEAL EXPERENCE
 The “Meal Experience” may be defined as a
series of events- both tangible and intangible –
that is customer experiences when eating out.
 It is difficult to define exactly where a meal
experience actually starts, and indeed ends
 It is usually assumed that that the main part of
the experience begins when customer enter a
restaurant and ends when they leave
 The main aim of food and beverage operations
is to ACHIVE CUSTOMER SATISFACTION.
 In the other words, to MEET THE CUSTOMERS’
NEEDS.
 WHY DO PEOPLE USE
FOOD
 The four needs are Physical, Emotional, Psychological, and
Social.

Physica Social Emotional Psychological

l
Organizational variables
 Service methods  Dining arrangements
 Specialized service  Nature of market
requirements  Range of choice
 Legislative controls
 Billing methods
 Style of menu/drinks
 Marketing /
 Staff working hours
merchandising  Staff organization
 Control method costs  Opening times
 Provisioning and  Scale of operation
storing
 Clearing and
 Seating time
dishwashing  Number of covers
 Type of equipment available
Performance Measures
 Seat  Sales per seat
turnover/customer  Sales analysis
throughput  Departmental
 Customer spend/ profit
average bill  Stock turnover
 Revenue per
member of staff
 Stock holding
 Ratio of F&B sales
to total sales
 Productivity index
Think!
 What factors do you think affect a
customer’s experience when dining out?
Customer Experience
 Food and drink
 Price range / value
for money
 Atmosphere
 Level of service and
other services
 Cleanliness and
hygiene
Food and drink

 Range of F&B
offered
 Type and variety
 Availability of
special items
 Quality
Value for money / price
 Customer’s
perception of the
value of the product
 F&B
 Service etc
 Price customer is
prepared to pay
Level of service
 Method of service
 Speed of service
 Reliability
 Booking facility
 Acceptance of credit
cards
Level of cleanliness and hygiene

 Equipment
 Staff
 Premises
Atmosphere
 Intangible concept
 Means hard to define, no set criteria
 Related to:
 Décor
 Lighting
 Heating
 Furnishing
 Acoustics
 Other customers
 Attitude of staff
The needs that customers
might be seeking to satisfy
include:
Physiological: the need to sate one’s
appetite or quench one’s thirst, or the need
for special foods such as diabetic or
vegetarian.
 Economic: for example, the need for good
value; rapid, fast service; a convenient
location
 Psychological: for example, the need for
enhancement of self-esteem; fulfilling life-
style needs; the need for variety; as result of
advertising and promotion.
 Social: for example, going out with friends or
business colleagues; attending a function in
order to meet others.
 Convenience: for example, as a result of
being unable to get home (shoppers, workers)
Why do People EAT
OUT ?
How do people

choose a
RESTAURANT ?
 MEAL EXPERIENCE FACTORS
THE FOOD AND BEVERAGES OFFER
Includes the range of foods and beverages, choice,
availability, flexibility for special orders and the
quality of the food and beverages.
LEVEL OF SERVICE
Depending on the needs people have at the time,
the level of service sought will be appropriate to
these needs
LEVEL OF CLEANLINESS AND HYGIENE
This factor relates to the premises, equipment and
staff.
ATMOSPHERE OF THE ESTABLISHMENT
This factor takes account of issues such as design,
décor, lighting, heating, furnishing, acoustics and
noise levels, other customers, the smartness of the
Customer Service
Customer service in foodservice operations can
be defined as being a combination of five
characteristics. These are:
1. Service level: the intensity of or limitations
in, the individual personal attention given to
customers.
2. Service availability: for example, the
opening times and variations in the menu
and beverage list on offer.
3. Level of standards: for example, the food
and beverage quality, décor, standard of
equipment being used, level of staffing
professionalism.
4. Service reliability: the extent to which the
product is intended to be consistent and its
consistency in practice/.
SERVICE METHODS
Service Methods
 Table
 Assisted
 Self-service
 Single-point service
 Specialized or in situ service
F&B Service Employee
Restaurant manager/supervisor
OR F&B Manager
 Implementation and monitoring of policies
 Accounts – sales, costs, stocks, purchasing,
promotions
 Keeping up to date with trends/tastes
 Organization of staff, menu, service,
running, training, employment
 Quality is maintained throughout all
sections
F&B Personnel
 Waiter
 Customer orders
 Fetch and carry F&B
 Serves customer
 Pre and post preparation of table
 Carver
 Carves meat (trolley or station)
 Popular in carverys and buffets
 F&B
Personnel
 Wine waiter/‘Sommelier’

 Responsible for serving of all alcoholic drinks

 Needs to be well-educated in alcohol and the
food it is served with
 Cocktail bar staff
 Needs good knowledge of cocktails and
experience
 Must know ingredients (alcoholic and non-
alcoholic)
 Must know licensing laws
F&B Personnel
 Chef/ kitchen staff
 Prepare and cook meals, clearing
 Need to know H&S, laws, hygiene etc
 Cashier
 Billing or charging
 Function catering staff
 Most staff part-time (casual) with only 1 or
2 permanent members (managers, head
chef etc)
 Can prepare, serve, and clear F&B
Butler
The word "butler" derives from the
Old French bouteleur (cup bearer),
from bouteille, (bottle), and ultimately from
Latin. The role of the butler, for centuries,
has been that of the chief steward of a
household, the attendant entrusted with
the care and serving of wine and other
bottled beverages which in ancient times
might have represented a considerable
portion of the household's assets.
Think!
 What do you think F&B staff need to be
good at, or have, in order to be
successful in their job?
Attributes of F&B Personnel
 Personal hygiene  Loyalty
 Knowledge of F&B  Conduct
 Punctuality  Sales ability
 Local knowledge  Sense of urgency
 Personality  Customer
 Attitudes of satisfaction
customers  Complaints
 Memory
 Honesty