TERM TEST

BHHC1123 CATERING OPERATIONS AND MANAGEMENT

Name: LAM WENG LOK Student’s ID: 22AJR12521

Programme: RHC Y1S2 Date: 14th September 2022

Student’s signature: Total Marks: Total Marks:

Lam Weng Lok /100 /40

Checked by: NOOR HANA BT MAT Lecturer-in-charge signature:

DAIM
Date: 15th April 2023

Chapter two until chapter four

Answer all the sub-questions.
1. Define catering management. (5 marks)
Answers:

Catering management is a caterer that planning, execution a task, organizing an event,

equipment, implementing, controlling, understanding the insurance and legal issues in
a caterer.

2. How a caterer does organizes an event? (10

marks)

A caterer organizes an event with organizing the process of formally structuring the
organization so each assigned task can efficiently and affectively attain the stated
objectives.A purpose of a formal structure is for the distribution,maximum
utilization,monitoring and control of scarce resources by the caterer.

3. Identify and discuss different types of catering events, which may occurs on premise
and/ or off-premise. (10
marks)

French sytle catering.

Russian style catering.
Americans style catering.

4. Front-of-house staff are crucial to the reservation process. Without proper knowledge
of training, it may lead to errors and poor customer experiences. Produce FIVE ways
to train staff for a smooth reservation process (25
marks)
 Without proper knowledge of training, it may lead to errors and poor customer
experiences, here giving some ways to train staff for a smooth reservation process.

First, setting a standards to the staff that working at the restaurant with using uniform.
Caterer can train the staff wearing the uniform at the restaurant so that client can
know the uniform is which restaurant and the staff come from which restaurant. For
example, the McDonald staff always wearing the uniform when there are in working
hours, when they are delivering client foods, the client always can recognize the McD
logo.

Second, train the staff to become discipline to the client with adding “Mr” or
“Madam” and train the staff not arguing with the client whatever client are creating
problem to the staff. For example ,when client making reservation system at the
restaurant, the staff always have to use “Mr” and “Madam” to call the client and help
them making the reservation system.

Third, train the staff to know the table setting. Table setting is important to show a
restaurant image to the client, so the staff have to know all the table setting that using
in restaurant is which one and make it properly. For example, the restaurant is a
French style service, so the staff have to use French style table setting at the
restaurant, if they use another style of table setting it will let the restaurant lost their
image.

Fourth, train the staff to facing emergency problem. The staff its always face problem
in the restaurant, if the staff don’t know how to solve the problem, it will be a
problem to that restaurant. For example, when a pregnant client eats allergic food and
suddenly feel unfeeling well in your restaurant, the staff have to calm down to solve
the problem first but not taking pictures beside first.

Five. Train the staff always be clean in the restaurant area. With serving food and
beverages or just touching the tools using by the restaurant, the staff always need to
take care about their cleanness, always need to wash their hand before touching
anything that can serve food and beverages. For example, before going inside the
kitchen, the staff always must wash their hand and wearing the hat for one use only
then can going inside the kitchen.

5. Discuss why reputation is one of the most important attributes of a successful caterer
(10
marks)
It is one of the factors that build customer confidence and good brand awareness.Similar to
the service staff,customers always want to check for review before they commit to a decision.
Reputation matters especially in the catering industry for the simple reason that catered
events involve a significant process of planning,discussion,communicating,and finally
delivering the service on the day of event.
 6. Define referral and describe the FOUR types of referrals (10
marks)

Referral can define to a method that use to attract new customers to a product or services by
using referrals, such as word-of-mouth.
a.word-of-mouth referrals
This type of referrals is using the word that come out from the customer that have been going
to a restaurant and giving suggestion to another people that may not yet going to the
restaurant. For example, maybe some friend they already have been going for a restaurant
they provide buffet restaurant, they say the buffet serve a lot of food and the taste was good,
then you may attract by your friend because of your friend are recommendation you the
place.
b.online reviews
This type of referrals is using the online review at the review on the restaurant website or
google maps to attract the customers. For example, some people they will look for review
about the environment, food taste, staff service before they are going to a restaurant to get the
best suggestion of restaurant.
c.social recommendation and sharing
This type of referrals is using the social media to sharing the product or a service in a
restaurant then they recommendation to other people or their followers to attract them. For an
example, some youtubers they going for a fine dining restaurant to share the restaurant
environment, food and beverages, provided services and so on to their followers to attract
them to get the services over there.
d.email referrals
This types of referrals are using email to attract new customer to their product and service,
such as sometimes we will see some email that send to us that provide which set of food and
beverage and they provide what kind of food to customers and etc.
 7. Label the following table setting. (22
marks) 1.Butter knife

2.wine glass
6.bread and butter plate
3.dessert spoon
7.dessert fork
4.dinner knife

8.salad fork
5.soup spoon

9.dinner fork

11. dinner plate

10.napkin

8. The caterer can further enhance a guest’s perception of the professional service
delivered with a standardized uniform and dress code for the staff. In your opinion,
what are the FOUR good criteria a uniform should have? (8
marks)
a. complement the mission of the organization
A uniform can show a restaurant image to the client,when the staff are wearing the uniform
they can attract the customers to get the product and service in a restaurant and will increase
the organization profit.
b.complement the types of service being performed
A uniform can show the types of service that performed,such as a restaurant they have many
kind of staff but we are differently to BOH (Back of the house) and FOH (Front of the
house), the staff are wearing different uniform when there are at different department,such as
waiterers or we call server are wearing different uniform preparing with the kitchen helper,so
we can know what kind of service that perform to the customers.
c.identify the employee as a member of the catering staff
a uniform can identify a employee is a member of the catering staff because of their uniform
they have the logo that show there are the one of the staff of the catering.For example,KFC
staff,their uniform always have a logo overthere.
d.communicate to the client what job task is being performed.
Uniform also can show to the client that what kind of job task is being performed by the
staff,when the client saw the staff the are wearing the kitchen uniform,then they will know
the staff are working in the kitchen but not a server.
GOOD LUCK!