CHAPTER 5

FOOD SERVICE
Food and beverage service is one part of a hotel or restaurant that provides food services to
hotel guests or restaurant guests. Food service is commonly referred to as layout. This section
deals directly with guest buyers. The officer in charge of providing food and beverage services is
called a waitress. As for the waiters' tasks, they are waiting for guests, welcoming guests warmly
and friendly, taking food and beverage orders, serving food and drinks, cleaning the restaurant
and its surroundings and preparing a dining table for the next guest. Thus, this food and beverage
service starts from preparing the restaurant area for service to closing the restaurant area.
Broadly speaking, food and beverage services include the following:
1. Prepare the restaurant area for service.
2. Prepare and set the table.
3. Welcome customers.
4. Taking and processing orders.
5. Serve food and drink and clean it.
6. Close the restaurant area or dining room

In addition to waiters, there are several other positions in this food and beverage service. In
general, the personnel of the food and beverage service division as follows:
1. Food & beverage manager, responsible to the hotel manager about the smooth operation
of all F&B operations.
2. Assistant food & beverage manager, in charge of helping BF managers to run daily tasks
smoothly.
3. Restaurant manager, responsible to the Assistant FB manager about the smooth operation
of all restaurant operations in the hotel. If the restaurant is outside the hotel he is
responsible to the restaurant owner.
4. Assistant restaurant manager, helping restaurant manager.
5. Head waiter, is responsible for the smooth operation of services in the restaurant.
6. Assistant head waiter, help head waiter.
7. Captain, responsible for one station.
8. Waiters, the main task is to serve guests.
9. Busboy, helps waiters in their daily tasks.
10. Hostess / greeter / receptionist, in charge of welcoming guests, occupying guests, and
accepting and recording reservations.
Before providing services to guests, the dining area and restaurant must be checked for
cleanliness. If there are still less clean, must be cleaned immediately. A clean restaurant area will
certainly not invite bacteria or animals to come, such as mice, cockroaches or cats. The
cleanliness factor is the most important thing in a restaurant business. What happens when guests
enjoy the dish, suddenly there are cockroaches that pass or even sink in the dish. Of course, that
would give a bad image for the restaurant.
Another thing that must be done before giving service is to pay attention to customer
facilities, such as tables, chairs, ashtrays must also be cleaned and checked. The dining room
should be as comfortable as possible, including lighting and music adjustments if needed.
Furniture arrangement must also be considered in order to create comfort and safety for staff and
guests. To facilitate services, there must be active communication with the kitchen. The service
department must contact the kitchen staff and find out information about variations in the menu.
 In general, a restaurant entrepreneur, both inside and outside the hotel, generally prioritizes
service to guests, because satisfying service will give a distinct impression to guests. To improve
services in the future, it is better that every service that has been done is always evaluated.
Evaluations should involve customers or colleagues, because their suggestions and criticisms are
needed to progress the restaurant and hotel business.
Wojowasito and Poerwodarminto (Marsyangm, 1999: 71) classify restaurants or restaurants
into several types, including:
1. A'la Carte Restaurant: is a restaurant that gets full permission to sell complete food with
many variations where guests are free to choose their own food they want. Each food in
this restaurant has its own price.
2. Table D ‘hote Restaurant: is a restaurant that specializes in selling menutable D'hote,
which is a complete menu arrangement (from opening to closing) and certain, with a
fixed price.

Definition of Restaurant
Restaurant is a place that provides food and drinks for guests to consume as a necessity in order
to improve / restore conditions that have been reduced after carrying out an activity.

Restaurant products
The products produced by the restaurant are the totality of food, drinks, and a set of other
attributes, including the taste, color, aroma of food, price, food and beverage names, restaurant
reputation, as well as hospitality services received to satisfy customer desires (Soekresno 2000:
8). In general, there are three product components marketed by restaurants, namely:
1. Food and drink.
2. Services include service, employee hospitality, valet parking, special attention such as
birthdays, entertainment, and photo compliments for customers.
3. Atmosphere (ambience), including: theme, lighting, uniform, furniture, cleanliness,
equipment, decoration, and table arrangement.

According to Cousin et al (2002: 48-53), restaurant products are determined by five factors,
namely:
1. Food and beverage factors. Consists of variable type / menu cuisine, variations in menu
choices, taste, texture, and presentation.
2. Service factor (service). Consists of variable choice of service type, reservation or seat
reservation facilities, availability of credit card payment, availability of portion sizes,
access to health information, and availability of chairs for toddlers (high chairs).
3. Cleanliness and hygiene factors. Consists of staff grooming factors, cleanliness of
employee uniforms, clean and neat menu listings, temperature of serving food and drinks,
and overall area cleanliness.
4. Price factor. Consists of a match between the satisfaction obtained with the amount of
money spent by the customer.
5. Atmospheric factors / atmosphere. Consists of design, decoration, lighting, air
conditioning, furnishing, noise level, behavior of guests in the restaurant, and employee
behavior. The atmosphere in food and beverage operations can be divided into the
atmosphere seen, heard, touched, felt, and smelled.
Types of Restaurants
Based on the activities and the food or drinks it serves, restaurants are classified into several
types, namely as follows (Atmodjo, 2005):

1. A'la carte restaurant. The menu is complete and and is a restaurant without binding or
free rules.
2. Table d'hotel. Restaurant with a complete menu and serves each menu in sequence from
the opening menu to the closing menu. Usually closely related to the hotel.
3. Coffe shop. Is a place to eat and drink that presents a relaxed atmosphere without binding
rules and usually presents a coffee mix as a special menu outside of snacks or fast food.
4. Cafeteria. Is a place to eat and drink that is limited to serving bread or sandwiches and
soft drinks that are not alcoholic, usually closely related to the office.
5. Canteen. Is a place to eat and drink that serves a variety of instant foods at affordable
prices.
6. Continental restaurant. Restaurants that provide freedom for visitors to choose and even
slice the food he ordered himself.
7. Carvery. This is a restaurant that is usually found in small motels and serves simple food
and drinks.
8. Discotheque. Is a place to eat and drink that presents a frenetic atmosphere of music as its
appeal. Usually serve fast food and drinks.
9. Fish and chip shop. Restaurant that serves fish and chips or snack menu as the main
menu.
10. Grill room. Restaurants with grilled or barbecue dishes as a mainstay menu.
11. Intavern. A small restaurant on the outskirts of town that usually serves fast food and
coffee drinks.
12. Pizzeria. Restaurant with pizza and pasta as the main menu.
13. Creeperie. The restaurant serves various creps and sweets menus.
14. Pub. Restaurants that sell alcoholic drinks.
15. Cafe. A place to eat and drink with fast food and serve a relaxed or informal atmosphere.
16. Specialty restaurant. Is a place to eat and drink that has a special theme or specificity of
the menu of dishes to be served and usually has a different flavor to other restaurants.
17. Terrace restaurant. Is a place to eat and drink which is generally located outside the room
and is usually closely related to hotel facilities. In western countries terrace restaurants
are usually only open in the summer.
18. Gourment restaurant. Is a place to eat and drink which is usually reserved for people who
are very understanding of the taste so that many provide delicious food with magnificent
service and expensive prices.
19. Family restaurant. It is a simple restaurant for eating and drinking for families or groups
with inexpensive prices and a comfortable and relaxed atmosphere.
20. Main dining room. Is a large dining room or restaurant that is generally found in hotels,
serving food officially, the services provided can use the French and Russian styles,
while people who come in general also use formal formal attire.

Restaurant Service System

Restaurant service systems are generally divided into several types, namely:
a. Table Service
 Table service is a restaurant service system where guests sit on chairs facing the dining
table, and then food and drinks are delivered, served to the guests earlier. In this case
serving food and drinks can be either Waiter or Waitress. Restaurant service systems use
well-known table services including: American Service, English Service, Ala Ritz
Service, French Service, Russian Service.

b. Counter Service

Counter service is a restaurant service system where guests who come continue to sit at
the counter. If the food and drinks ordered are ready, they will be served to the guest
above the counter. The officer who serves food and drinks can be a Waiter, Waitress, or
directly by the cook. This model service is more practical, saving energy and time.

c. Self-service

Self service or sometimes also called buffet service is a restaurant service system in
which all complete food (from appetizers, soups, main dishes, desserts, etc.) has been
neatly arranged and arranged on a table or table buffet. Guests freely take their own
 dishes according to their tastes and preferences. As for hot drinks, such as tea or coffee, it
is generally served to guests by officers.

d. Buffet Service

In the buffet service guests take food from the buffet table. Buffets and food
arrangements on the table can vary from very simple, such as soups and salads, to varied
buffets, as often seen in fancy restaurants. Many commercial restaurants have built their
reputation on the variety and variety of buffet tables they offer.

e. Carry Out Service

Carry out service is sometimes also referred to as Take out service, which is a restaurant
service system where guests come to buy food that has been prepared or prepared in
advance, wrapped in a box (box) to be taken away. So food is not enjoyed in that place;
maybe brought home to be enjoyed with family, taken on a picnic, to the office, to the
factory, to campus, and so on.
Organization of hospital food
As for the food service at the hospital, namely the organization of hospital food is a series
activities ranging from menu planning to food distribution to consumers, in the context of
achieving optimal health status through the provision of appropriate diits (MOH RI, 2003).
Organization of hospital food is carried out with the aim that patients treated can obtain food
that is in accordance with their nutritional needs and can accelerate disease healing. Costs that
have been prepared for the organization of hospital food can be used precisely so as to obtain
maximum efficiency and effectiveness (Moehyi, 2002).
Providing food as one of the supporting facilities in health services aimed at meeting the
needs of patients for balanced nutrition. Around 20-40% of the hospital budget is spent on food.
The success of a food service can be used as an indicator to evaluate food service activities in a
hospital.
There are various aspects that must be considered in the process of organizing food, among
others menu planning, organizing food services, hygiene food and equipment which is a unified
form of service so as to produce quality products.
Among the forms of hospital services are food serving with fresh colors. No matter how
delicious the food, if unappealing appearance when served will cause the taste of people who
will eat it to be lost. The color of the meat that has turned blackish brown, the color of vegetables
that have turned pale when served, will be very unattractive and eliminate the appetite to eat it.
How to get appropriate and attractive food colors must be used certain cooking techniques.
Food taste is a factor that also determines the taste of food after the appearance of the food itself.
If the appearance of the food served stimulates the nerves through the sense of sight so that it can
arouse the appetite to taste the food, then in the next stage the taste of the food will be
determined by stimulation of the sense of smell and sense of taste.
How to serve food is also a factor that needs to get attention in maintaining the appearance of
the food served. Food serving is related to the equipment used, and the attitude of the staff
serving food including the cleanliness of the food equipment and the cleaning of the staff serving
food. If the food is not served properly, all efforts that have been made to display foods with high
taste will be meaningless.
In hospital nutrition services, the presenter is very well received the spotlight, because it is
very influential on patient satisfaction. Even the presence and touch of services have the largest
proportion of services in hospitals, so without ignoring the services of other officers, food
services should receive greater attention from hospital management. For most patients, the
attendance, appearance, greeting and attention of the staff serving food is as a treatment. Patients
want to be treated humanely, cared for and fulfilled their wants and needs, on the other hand,
there is a conflict between the expectations of the patient and the officer
Patient satisfaction is a balance between hope, perception and experienced so that the
expectations of patients from health service providers can be met. As the level of education
increases, the standard of living and development of public science becomes critical in assessing
the appearance of a hospital. Patients lately demand higher quality services and they consider
satisfaction to be the right they should receive