Introduction and Development of
Food Service Industry
SFBS311 CHAPTER1
FOOD SERVICE
- defines those businesses, institutions, and
companies responsible for any meal prepared
outside the home.
- It is the business of making and preparing food
and drink.
WAYS TO CATEGORIZE FOOD SERVICE
- Customers often categorize foodservice by:
• Price
• Self Service versus Sit Down
- The industry categorizes foodservice by:
• Commercial
• Institutional
• Foodservice within a consumer business
COMMERCIAL FOOD SERVICE
- Consists of food and beverage businesses that
compete for customers.
- Jollibee, McDonalds, KFC, Burger King,
Chowking, Mang Inasal, Greenwich, Tokyo-
Tokyo and ect.
- Can be categorized by:
• QUICK SERVICE restaurants provide
customers with convenience, speed, and
basic services at lower prices. Customers
usually help themselves and carry their own
food to their tables. They have fewer
employees than other restaurants.
a. Fast food restaurants generally have a
counter where you place your order,
pay for it, wait for it, pick it up, and either
take it with you or carry it back to your
table. Many have driven through service
as well. Menu items can be prepared in
3-minutes and most have smaller dining
rooms.
b. Cafeterias are food services where food
is displayed along a counter or serving
line. Customers walk along the line and
ask the server to serve them and then
they carry their tray to the table.
prelim
c. Buffets consist of food displayed on
tables. Servers keep displays stocked
with food and customers walk around
and serve themselves, then take their
food to the table.
d. Carryout restaurants specialize in
preparing food for customers to take
with them to eat home or elsewhere.
They may provide very little seating.
These include delicatessens, grocery
stores, and pizza places.
• FULL SERVICE restaurant is a restaurant in
which customers are seated at a table, give
their order to a server, and are served food
at a table.
a. Fine dining restaurants emphasize the
highest quality of service, ingredients,
and atmosphere. There are many more
employees per customer. These
restaurants are usually smaller and have
seating at certain times. Most have
professional chefs on staff.
b. Casual dining restaurants include all full-
service restaurants that are not included
in fine dining.
- Single Item restaurants choose to
specialize in a single item of food
such as pizza, steak, pancakes, or
seafood. They may serve other foods
as well, but their focus is on a single
food.
- Family restaurants cater to families
and emphasize variety and comfort.
They have extensive menus and
usually offer comfort foods and
traditional American dishes. Some
have developed into chains.
- Ethnic restaurants specialize in an
ethnic cuisine. Examples include
Italian, Chinese, Ethiopian, Indian,
Japanese, Mexican, Spanish, and
Thai.
 • CATERING is a provision of food and service
for a special event that usually involves
feeding a large number of people at one
time. It is often done for business events and
social events.
a. On premise catering takes place at the
caterer’s place of business, such as a
banquet hall with a kitchen, hotel, or
restaurant.
b. Off premise catering occurs when the
event is help away from the caterer’s
place of business, such as at churches,
country clubs, picnics, businesses, and
private homes.
• HOTEL AND CLUB FOOD SERVICE
Hotels provide a variety of food and
beverage services such as:
- Bar in the lobby
- Family style restaurant
- Elegant fine dining restaurant
- Sandwich service by the pool
- Room service
- Catering
Private clubs were developed to meet the
social and leisure needs of their members.
Example of clubs: Country, City, Yacht,
Military, Health, Beach, etc.
Membership is often invitation only and one
must pay annual fees.
Most clubs operate at least one dining room
and have extensive catering facilities.
o Institutional Foodservice – consists of
foodservice provided to customers in an
institution, such as school, hospital, military,
or prison.
o Foodservice within a Business
- A food and beverage business located
in a consumer business. It is often offered
as a convenience to the customer.
- Categorized by:
• Recreation Foodservice - Includes all
foodservice offered as a part of a
recreation business, such as sports
arenas, zoos, movie theaters, and
museums. Can range from fast food,
to quick service, full service, and even
fine dining.
• Retail Foodservice - Includes all
foodservice offered as a part of a
retail store or shopping center. Can be
found in malls, individual retail stores,
bookstores, grocery stores, gas
stations, and convenience stores.
These are mainly fast-food restaurants,
but some full-service restaurants can
be found in malls and shopping
centers.
• Transportation Foodservice – can be:
- Foodservice During Travel –
airplane food, dining on long
distance trains and foodservice
on cruise ships.
- Foodservice in the Station –
restaurants in airports and
railroad stations. Usually are
quick serve, but some are not.
FOODSERVICE ORGANIZATIONAL STRUCTURE

o School Foodservice – consists of meals that

are served to students who attend school. It
contributes to students’ health and well-
being to help students learn better.

o Health Care Foodservice – foodservice that

takes place in hospitals, nursing facilities,
and assisted care residences. Some are
served in a customer’s room and some are
served in a dining hall. It is important that
the food served meets all the calories and
nutrients that a patient needs to restore and
maintain health.

o Business Foodservice – foodservice

provided in a business for the convenience
of people who work at the business, such as
an employee cafeteria in an office building
or factory.

ESSENTIAL ATTRIBUTES OF SERVICE PERSONNEL
• Professional and Hygienic Appearance
• Knowledge of Food and Beverage
Technical Ability
• Punctuality
• Local Knowledge
• Personality, Conduct and Attitude
• Memory
• Honesty and Integrity
• Salesmanship
• Has Sense of Urgency
• Knowledge on Proper Handling of Customer
Complaint
• Team Player
FOOD AND BEVERAGE TERMINOLOGIES
• Aboyer (a bwa ye) – Aboyer aids the
communication between the kitchen and
restaurant. He receives the food order from the
service staff and announces the order to the
kitchen. Aboyer is responsible for hot plate
section of the pantry.
• A La Carte Menu – A la carte menu is a type of
menu, where the food items are priced
individually. Literary meaning of a la carte is
“from the card”
• American Service – It is a type of table service.
In American menu the food is pre-plated and
portioned at the kitchen. This type of service is
relatively less formal and seen in coffee shops.
• ABC – stands for Ashtray, Budvase and Cruet.
ABC is kept at the centre of the table while
laying the cover.
• Back of the House – is the ancillary area of the
restaurant, where all the supporting service is
carried out. Some of the back of the house
sections are pantry, dishwashing, hot plate, still
room etc.
• Bain Marie – is equipment that holds the Food
hot. The equipment contains cylindrical drum,
which is heated with water. Bain Marie is usually
used in Hot Plate section of the pantry.
• Briefing – is done prior to the opening of the
restaurant. In the briefing the senior most staff
gives instructions to the junior staff with regard
to availability of dishes, special items of the day,
and also some training.
• Bus Boy – is a person who helps the waiter. The
main responsibility of a bus boy is to bring the
food from the kitchen and also do the
clearance of plates from the table.
• Carousel – is a circular counter that revolves to
display the food items. The carousel is fitted in
such a way that the one side is always inside
the kitchen and other side is in the service area.
As the carousel revolves the counter is filled up
from the kitchen and guests selects
• Carte du jour – means “card of the day”. It is
used to highlight the special dishes of the day.
carte du jour is actually an supporting menu to
the main menu.
• Chafing Dish – is a hollowware used to keep the
food warm usually in buffet service. Chafing dish
has a water container, which is the base, food
container and place for fuel. Using the fuel the
water is heated up and in turn the food is
heated up with the hot water.
• Cutlery – is the term denotes all the cutting
implements such as knives. Cutlery can be
made of EPNS or stainless steel.
• Demi-tasse – means half cup. It is used to serve
coffee except breakfast. Size of demi-tasse is 75
ml.
• Elevenses – is a meal served at 11 o’ clock. It
includes the food items as biscuits, cake etc.
and usually offered to children.
• Gueridon Trolley – is a mobile trolley from which
the gueridon service is done.
• Lounge Service – is a type of specialized service.
Lounge service is done at the lounge of a hotel.
Items such as morning tea, afternoon tea, and
alcoholic beverages are served in the lounge.
• Maitre d’hotel – is the Supervisor of a F&B outlet.
He looks after the day to day operations of a
food service outlet.
• Menu – is a list of food and/or beverage than
can be served to a guest at a price. It helps
guests to select what they would like to eat
and/ or drink. It is a document that controls and
directs an outlet’s operation and is considered
the prime selling instrument.
• Mise-en-scene – is the preparation of the
environment of the restaurant before starting
the service session. Creating a pleasing, safe
and hygienic environment is the main task in the
Mise-en-scene. For the waiter the restaurant is
the service area. Before each service session,
the restaurant should be made presentable
enough to accept guests.
• Mise-en-place – means “putting in place” and
the term denotes to the preparation of a work
place for ultimate smooth service. To ensure
that the restaurant is ready for service the waiter
makes sure that this station has been efficiently
prepared for service.
• Table Napkin – is restaurant linen. Napkin is used
to decorate the table using various folds and
also used to keep on the lap of the guest to
protect their clothes during service.
• Sommelier – is the French term for wine waiter.
He is responsible for the service of all alcoholic
drinks during the service of meals, and is also a
sales person. He requires to have a thorough
knowledge of beverages and wines as food
accompaniments.
• Trancheur – is the French term for carver. His
responsibility is to carve the meat joints in front
of the guest and serve to them.
• Disposables – are use and throw products used
in the service of food and beverage products.
This is largely due to the increasing demand for
fast food items.
• Table d’hote – refers to a menu of limited
choice. It usually includes three or five courses
available at a fixed price. It is also referred to as
a fixed menu. This term is known to caterers by
its abbreviation TDH menu. A table d’hôte
menu is a complete meal at a predetermined
price.
• Hors d’oeuvre – course aimed to stimulating the
palate, and consists of small tasty dishes, using a
large array of different items such as anchovies,
olives, cheese and smoked fish. They are often
referred to a starters or appetizers. This course
could also include salads.
• Entrée – is the first meat in a French Classical
menu. It usually comprises a dish made up of
steak, cutlets, casseroles or stews. Some
example are Steak au poirre, Veal cutlets, and
Irish stew.
• Table Service – is a type of service. Table service
is the service done at the table, where the
guests are seated. In the table service either
service personnel or waiter serves the food to
the guests or the guests help themselves.
• Food Courts – include series of individual
counters where customer may either order and
eat, or buy from a number of counters and eat
in separate eating area.
• Kiosks – are outdoor arrangements that provide
food and beverages to people in a specific
location.
• Guest Service Cycle – refers to the activities
provided to the guests while in the restaurant.
Guest service cycle is the process, which
repeats to every guest. Learning guest service
cycle is very important, because a good waiter
should know what are the activities done in the
restaurant during the service.
ESSENTIAL ATTRIBUTES OF SERVICE PERSONNEL
• PROFESSIONAL AND HYGIENIC APPEARANCE
How you look and the first impressions you
create are seen as a reflection of the hygiene
standards of your establishment and the quality of
serviced to come.
All staff should be aware of the factors listed
below and it is their individual responsibility to
ensure that they are put into practice.
- Staff should be clean and should use
deodorants (but not strong-smelling ones).
- After have and perfumes should not be too
strong (as this may have a detrimental
effect on the customer’s palate)
- Sufficient sleep, an adequate and healthy
intake of food and regular exercise is
essential for food health and the ability to
cope with the pressures and stress of work.
- Particular attention should be paid to the
hands. They must always be clean, free of
nicotine stains and with clean, well- trimmed
nails.
- Men should normally be clean-shaven or
with any moustache or beard neatly
trimmed.
- Women should only wear light make-up. It
nails varnish is worn then it should be clear.
 - Earrings should not be worn with the possible
exception of studs/sleepers.
- Uniform should be clean, starched as
appropriate and neatly pressed. All buttons
must be present.
- Hair must be clean and well groomed. Long
hair must be tied up or back to avoid hairs
falling into foods and drinks and to avoid
repeated handling of the hair.
- Shoes must be comfortable and clean and
of a plain, neat design. Fashion is not as
important here as safety and foot comfort.
- Teeth should be brushed immediately
before coming on duty.
- Cuts and burns should be covered with
waterproof dressings.
- Any colds or other possible infections should
be reported immediately.
- Hands should be washed immediately after
using the toilet, smoking or dealing with
refuse. Hot water and soap must be used.
- Staff should try to avoid any mannerisms
they may have, such as running their fingers
through their hair, chewing gum or
scratching their face.
- Excessive jewelry should not be worn. The
establishment policy should be followed.
• KNOWLEDGE OF FOOD AND BEVERAGE AND
TECHNICAL ABILITY.
The staff must have sufficient knowledge of all
the items on the menu and wine and drink lists in
order to advise and offer suggestions to customers.
In addition, they must know how to serve correctly
each dish on the menu, what its accompaniments
are, the correct cover, and the make-up of the dish
and its garnish. For beverage service the staff
should know how to serve various types of wine and
drink, in the correct containers (e.g. glasses, cups)
and at the right temperature.
- Punctuality
Punctuality is all important. If staff are
continually late on duty it shows a lack of
interest in their work and a lack of respect
for the management and customers.
- Local Knowledge
In the interest of customers, the staff should
have certain knowledge of the area in
which they work so they may be able the
guests on the various forms of entertainment
offered, the best means of transport to
place of interest and so on.
- Personality
Staff must be tactful, courteous, good
humored and of even temper. They must
converse with the customer in a pleasing
and well-spoken manner and the ability to
smile at the right time pays dividends.
- Attitude to customers
The correct approach to the customers is of
the utmost importance. Staff must provide
service but should not be servile, and should
be able to anticipate the customers’ needs
and wishes. A careful watch should be kept
on customers during the service (but without
starting) to check the progress of the meal.
- Memory
A good memory is an asset to food and
beverage service staff. It may help them in
various ways in their work if they know the
likes and dislike of customers, where they like
to sit in the food service area, what are their
favorite drinks, and so on.
- Honesty
Trust and respect the triangle of staff,
customers and management relationships
leads to an atmosphere at work that
encourages efficiency and a good team
spirit among the food and beverage service
operations.
- Loyalty
The staffs’ obligations and loyalty are firstly
to the establishment in which they are
employed and its management.
- Conduct
Staff conduct should be impeccable at all
times, especially in front of customers. The
rules and regulations of an establishment
must be followed and respect shown to all
senior members of staff.
- Sales ability
All members of staff reflect the image of the
establishment. They are sales people and
must therefore have a complete knowledge
of all forms of food and drink and their
correct service, and so be able to
contribute to personal selling and
merchandising.
- Sense of urgency
In order for the establishment to generate
the maximum amount of business over the
service period, with as high a net profit as
possible, staff must develop a sense of
urgency in their work.
- Complaints
Staff should have a pleasant manner and
show courtesy and tact, an even temper
and good humor. They should never show
their displeasure even during a difficult
situation. Staff should never argue with a
customer and if they are unable to resolve a
situation, it should be referred immediately
to a senior member of the team who will be
able to reassure the customer and put right
any fault. Remember, loss of time in dealing
with complaints only makes the situation
worse.

- Contribution to the team

Above all, staff should be able to cork as
part of a team within and between
departments.