F&BOP

Specialized Food Service

Operations
From Cooking to Service
Essential
• Deliver excellent service to the customer from
kitchen to the service area.
• Practice all the pointers on how to have a safe
workplace.
• Deal with customers in food and beverage
service operations.
• Purchasing
• Receiving
• Storing
• Pre-preparation
• Final Preparation
• Service
Dry Heat Cooking
Dry heat cooking refers to any cooking technique where
the heat is transferred to the food item without using any
moisture. Dry-heat cooking typically involves high heat,
with temperatures of 300 F or hotter. Baking or roasting in
an oven is a dry heat method because it uses hot air to
conduct the heat. Pan-searing a steak is considered dry-
heat cooking because the heat transfer takes place
through the hot metal of the pan.
Moist Heat Cooking
Moist heat cooking methods include any
techniques that involve cooking with
moisture—whether it's steam, water, stock,
wine, or some other liquid. Cooking
temperatures are much lower—anywhere from
140 F to a maximum of 212 F, because water
doesn't get any hotter than that.
Hazard and Risk Control
A hazard is any source of potential damage, harm
or adverse health effects on something or
someone.
Risk is the chance or probability
that a person will be harmed or
experience an adverse health
effect if exposed to a hazard. It
may also apply to situations with
property or equipment loss, or
harmful effects on the
environment.
These include:
❖ Poor lighting
❖ Improperly adjusted workstations and chairs
❖ Frequent lifting
❖ Poor posture
❖ Awkward movements, especially if they are repetitive,
❖ Repeating the same movements over and over
❖ Having to use too much force, especially if you have to do it
frequently
*these activities cause strains and sprains.
• First-degree burn: Only the outer layers of skin are burnt. The
skin is red and swollen, and looks similar to a sunburn.
• Second-degree burn: Some of the inner layer of skin is burnt.
Look for blistering skin and swelling. This is usually a very painful
type of burn.
• Third-degree burn: All of the inner layer of skin is burnt. The
wound has a whitish or blackened color. Some third-degree
burns are so deep, there might not be any pain because the
nerve endings are destroyed.
• Fourth-degree burn: A burn that has penetrated all tissues up
to the tendons and bones.
Providing effective
customer service
Greet the customers
HOW TO GREET CUSTOMERS IN A
RESTAURANT
OWN IT IMMEDIATELY WITH A SMILE
ADDRESS THEM WITH RESPECT
CONTINUE TO ACT QUICKLY, BUT BE
POLITE
USE RESOURCES FROM AN
ESTABLISHED SYSTEM
Do It Right From the Start
Don’t Make Them Wait
Fix Problems Immediately
Use Customer Comment/Satisfactory Cards
How to handle guest
complaints
S Sorry

T Thank you.

A Act

R Recover.

S Share.
B Believe.

L Listen.

A Apologize

S Solve.

T Thank.
Give the Customer Your Full Attention
Focus your complete attention on unhappy customers and allow them
to express complaints without interruption. Listen fully to what he or
she is saying. Be empathetic, the faces you make and your body
language communicate as much, if not more, than the words you
choose. If the situation is complex, jot down notes so they'll know
you're taking them seriously and that they are being heard.
Offer a Sincere Apology

Apologize to the customer for the problem,

empathize with his situation and assure him you
will act immediately to address his complaint.
This is not the time to worry about who is to
blame or to make excuses. Remain calm and try
to keep the situation from escalating. Thank the
customer for pointing out the problem.
Find the Best Remedy
Ask the customer what you can do to resolve the problem and offer
any remediation within your authorization. At a minimum, volunteer
to replace cold food or a mistaken order immediately and make sure
the kitchen staff understands the urgency of the situation. If the
customer's complaint is more involved, or he remains unhappy in
spite of your efforts, offer to bring your manager to speak with him.
Customers may feel better talking to someone "in charge" when they
have a complaint and often provide more insight into their problem
when they do.
Warning

Make sure the customer is okay. If an

accident has happened, like spilling soup
on a customer, make sure they are alright
and not in need of medical attention.
Go the Extra Mile
Make extra efforts to mend the situation – again, within your
authorization. With permission, offer a discount off that day's
meal or a certificate for a future meal at the restaurant. Free
desserts can also help remedy a customer complaint and
most front-of-house managers will gladly trade a simple
dessert for a happy guest. Ask if there is anything else you
can do to help the customer feel better about the situation.
Take Preventative Measures

Learn from the situation. Customer complaints often identify

specific service or process issues that need improvement.
Implement changes as appropriate to prevent problem
situations from recurring. Be sure all employees are trained
and aware of how to handle customer complaints, what types
of things they are empowered to do themselves to address
them and when they should request a manager's involvement.