Food and Beverage

Management
Introduction to Hospitality and
Food and Beverage Systems
Lecture 1
Icon Meaning Activity

Take notes These are important points and you

  should take notes.
You will be required to know this
information.
Individual Students complete an individual task.
Activity

Group Activity Students discuss/ complete activities in

groups and report back to the class.

Research You will need to research this and do

required some reading before the next class.

Important You MUST understand this concept to

Concept successfully complete the subject. Seek
help if you don’t understand.

Practice Students will complete these questions as

Questions practice for the exam.
 Learning Objectives
1. Identify sectors of the Food and Beverage Industry
2. Understand and discuss the Foodservice Cycle
3. Understand the Food and Beverage Operations
and its variables
4. Understand the Meal Experience and Customer
Service
5. Identify food production and beverage service
methods
6. Explore the Food and Beverage personnel
 This Topic’s Big Idea

“The international foodservice industry

provides millions of meals a day in a wide
variety of types of operation”

In your opinion: What is Foodservice Industry?

How Emirates Makes 225,000 In-Flight Meals A Day
https://www.youtube.com/watch?v=4wkvaEM4bIg

Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9 th Edition, pp 2- 27, Hodder, UK.
 The F&B Sectors
Food can include a wide range of Beverages include all alcoholic and
styles and cuisine types non-alcoholic drinks

These can be classified by country, for Alcoholic Non-alcoholic

example: beverages: beverages:
- British
- Italian Wines Mineral waters
Spirits Juices
- Greek Liqueur Squashes and
- Indian Beers and ciders aerated waters
- Chinese Cocktails Tea and Coffee
By type of cuisine for example, oriental Chocolate
Milk based drinks
By a particular speciality such as fish,
Mocktails
vegetarian or health food.
Food can include a wide range of
styles and cuisine types

Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9 th Edition, pp 2- 27, Hodder, UK.
 The F&B Sectors (Cont.)
Industry Sector F&B Purpose International Terminology
Hotels and other Provision of F&B together with Hotel, motel and other tourist
tourist accommodation services accommodation
accommodations
Lodging Industry
Restaurants Provision of F&B, generally at
a higher price
Popular catering Provision of food and drink, Separate eating and drinking
including cafés, pizza, generally at low/ medium price places Categories usually
grills, specialist coffee with limited levels of service defined by reference to three
shops, roadside and often high customer criteria:
restaurants and steak throughput 1. level of service, e.g. quick
houses service to full service or fine
dining
2. extent of menu, e.g. limited
to full
3. price range, e.g. low to high

Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9 th Edition, pp 2- 27, Hodder, UK.
 The Foodservice Cycle

Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9 th Edition, pp 2- 27, Hodder, UK.
 Variables in F&B Operations
Organisational
Market
Legislation
Customer Experience
Scale of Operations Food and drink available Performance
Menu Level of service and other
Range of Choice services Seat turnover/customer
Service Methods Price range/value for money throughput
Capacity Cleanliness and hygiene Customer spend/average
Staff check
Storage Revenue per member of
Atmosphere: staff
Billing
Décor Productivity index
Control Methods
(Cost/Revenue) Lighting Ratio of food and beverage
Airconditioning sales to total sales
acoustics, noise, size and Sales/profit per sq m/per
shape of room seat
other customers, attitude of Sales analysis
staff Stock turnover & Stock
holding
Complaint levels
Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9 Edition, Level
th of repeat
pp 2- 27, Hodder, UK. business
 The Meal Experience
The main aim of food and beverage operations is to achieve customer
satisfaction. In other words, to meet the customers’ needs.
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: the need for good value; rapid, fast service; a convenient
location.
Social: going out with friends or business colleagues; attending a function
in order to meet others.
Psychological: the need for enhancement of self-esteem; fulfilling life
style needs; the need for variety; as a result of advertising and promotion.
Convenience: as a result of being unable to get home (shoppers,
workers) or attending some other event (cinema, theatre); the desire for
someone else to do the work; the physical impossibility of catering at
home (weddings and other special functions).

Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9 th Edition, pp 2- 27, Hodder, UK.
 Customer Service
Customer service in foodservice operations is a combination of five
characteristics:
Service level: the intensity of or limitations in the personal attention
given to customers.
Service availability: for example, the opening times and variations in
the menu and beverage list on offer.
Level of standards: for example, the quality of the food and beverage
items provided, decor, standard of equipment used and level of staffing
professionalism.
Service reliability: the extent to which the product is intended to be
consistent and its consistency in practice.
Service flexibility: the extent to which alternatives are available, and to
which there can be variations in the standard products that are offered

Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9 th Edition, pp 2- 27, Hodder, UK.
 Customer Service Specifications

Technical Service
• the food and beverage items The procedures for service:
on offer • meeting and greeting
• the portion size or measure • order taking
• the cooking method • seeking customer comments
• the degree of cooking • dealing with complaints
• the method of presentation the • payment
cover, accompaniments and • the special needs of customers
the cleanliness of items The way in which the procedures
are carried out:
• paying attention to the level of
staff attentiveness, their tone of
voice and body language

Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9 th Edition, pp 2- 27, Hodder, UK.
 F&B Service Methods
The food and beverage service itself consists of two separate sub-
systems, operating at the same time.
These are:
- the service sequence which is primarily concerned with the
delivery of the food and beverages to the customer
- the customer process which is concerned with the experience
the customer undertakes to be able to order, be served,
consume and have the area cleared.

Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9 th Edition, pp 2- 27, Hodder, UK.
 The Service Sequence

Prepare for Greeting and

Taking bookings
service seating/directing

Serving food Clearing during

Taking orders
and beverages service

Clearing after
Billing Dishwashing
service

Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9 th Edition, pp 2- 27, Hodder, UK.
 Different Service Methods

Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9 th Edition, pp 2- 27, Hodder, UK.
 F&B Personnel

Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9 th Edition, pp 2- 27, Hodder, UK.
 F&B Manager
In general, food and beverage managers are responsible for:

- ensuring that the required profit - ensuring that quality in relation to

margins are achieved for each the price paid is maintained
food and beverage service area, in - determining portion size in relation
each financial period to selling price
- updating and compiling new wine - ensuring staff training, sales
lists according to availability of promotions and the maintenance
stock, current trends and of the highest professional
customer needs standards
- compiling, in liaison with the - employing and dismissing staff
kitchen, menus for the various - holding regular meetings with
food service areas and for special section heads to ensure all areas
occasions are working effectively, efficiently
- purchasing of all materials, both and are well co-ordinated
food and drink
Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9 th Edition, pp 2- 27, Hodder, UK.
 Job Roles
Service
Restaurant
manager/supervisor
Reception head
waiter/receptionist Floor or room service

Service
staff/chef d’étage/floor
Head waiter/maître
d’hôtel/supervisor or room waiter
Head

Production
Station head Lounge staff/chef de
waiter/section sale chef/maître
supervisor/service Wine butler/wine
chef de
captain waiter/sommelier cuisine
Station waiter/chef de Bar staff/bar Second
rang tender/mixologist chef/sous-chef
Assistant station Barista
de cuisine
waiter/demi-chef de Buffet assistant/buffet Chef de
rang chef/chef de buffet partie/section
Waiter/server/commis chef
Cashier
de rang Commis chef
Counter assistants
Trainee Kitchen
commis/debarrasseur Table clearers
assistants
/apprentice Function
Carver/trancheur catering/banqueting Kitchen
staff/events staff Apprentice

Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9 th Edition, pp 2- 27, Hodder, UK.
 Next Week

Menu Planning, Design, and Preparation