Technology and Livelihood Education 10

Sequence of Food Service

Food and Beverage Services: the process of preparing, presenting, and serving of food and beverages to the customers.

The Five Stages of the Basic Sequence of Service

• Meet, Seat and Greet
• Taking the order
• Serving the order
• Bill out
• Farewell

5 Ways to Deliver Excellent Customer Service at Your Restaurant

• Do it right from the start
  • Speak appropriately
  • Etiquette matters
• Do not make them wait
• Fix problems immediately
  • Listen intently to their problem
  • Own the mistake.
  • Stay calm
  • Try to negotiate a solution
  • Always empathize, don’t blame.
  • Apologize
  • Solve the problem quickly.
• Use customer comment cards.
• Incorporate Technology

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Types of F and B Services

• On Premise: Food is delivered where it is prepared.
• Off Premise or Outdoor Catering: includes partial cooking, preparation, and service at customer’s premises. Away from F&B Services providers’ base.

Types of F and B Services Operations

• Commercial: The primary business.
  • Ex: Hotels, restaurants, lounges, bars.
• Non Commercial: Secondary businesses in alliance with the main business.
  • Ex. Hospitals, hostels, prisons.
• Catering: The business of providing foods and beverage service to the people at a remote location.
• Quick Service Restaurants: the food is prepared, purchased and generally consumed quickly.
  • Ex: Fast food chains
• Full-Service Restaurants: The food and beverages menu is wide and the customer’s expectation are high.

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F AND B SERVICES CYCLE

Product Cycle in F&B Service

• Purchasing Product: The purchaser is responsible for purchasing a product.
• Receiving the Product: The receiver receives the products from the supplier.
• Storing and Issuing the Product: store men carry out the task of storing received supply and issuing it to respective departments.
• Preparing and Presenting an F&B Product: includes preparation of various food items and fresh beverages.
• Consuming the F&B Product: played by the guest

Structure of F&B Services Department

• F&B Services personnel: responsible to create the exact experiences the guests wish for.
• Food & Beverage Service Manager: Ensures profit margin, plans menu for various service, purchases material and equipment.
• Assistant Food and Beverages Service Manager: aware of and tuned to all the work the F&B Services Manager performs.
• Restaurant Manager: looks after the overall functioning of a restaurant
  • Managing functions in the dining room
  • Ordering material
  • Stock-taking
  • Supervising, training, grooming, evaluating the subordinates.
  • Preparing reports of staff and sales.
  • Managing budgets
  • Handling daily sales.
• Room Service Manager
  • Selecting, training, encouraging, and evaluating all junior employees.
  • Ensuring that cultural values and core standards are met
  • Controlling labor expenses
  • Handling guest
    complaints.
  • Providing special
    complaints
• Banquet Manager
  • Setting service standard.
  • Forecasting and allocating budgets.
  • Achieving F&B sales
  • Controlling tableware and equipment.
  • Handling decorations and complaints
• Food Safety Supervisor: trained to recognize and prevent risks associated with food handling in an F&B Services business.
• F&B Ancillary Departments: relies upon the support of the following departments:
  • Kitchen Stewarding Department: ensures cleanliness, preparedness, and orderliness in the commercial kitchen.
  • Dishwashing Department: Provides clean
    and dry supply of tableware and restaurant
    service.
  • Laundry Department: outsourced laundry services for timely supply of dry-cleaned and wrinkleless linen

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What should F and B staff must have?

• Appearance: creates the first impression on the guests.
• Attentiveness: paying sincere attention to details.
• Body Language: A very positive, energetic, and friendly gestures.
• Effective Communication: talking with coworkers and guests. It can bring truly enhanced experience to the guests.
• Punctuality: needs to know the value of time while serving the guests. Helps to keep the service workflow smooth.
• Honesty and Integrity: two core values in any well-brought-up person.

TYPES OF SERVICES

• Table Service: waiter offers them water and menu cards.
  • English or Family Service: waiter brings
    food on platters. Common in specialty
    restaurants where customers spend more
    time on premise.
  • American or Plate Service: served the guest’s plate in the kitchen itself in predetermined portion. Food plates are brought to the guests
• French Service: very personalized and private service. Taken in platters and casseroles and is kept on the table of guests near their plates.
  • Cart French Service: Prepared and
    assembled at tableside. Offered for small
    groups of VIPs
  • Banquet French Service: prepared in the kitchen.
• Gueridon Service: partially cooked food from the kitchen is taken to the Gueridon trolly for cooking it completely. Waiter needs to perform the role of cook partially and needs to be dexterous.
• Silver Service: The food is presented on silver platters and casseroles. Set with sterling silverware.
• Russian Service: Identical to Cart french. Servers place the food on the platters and serve it from the left side.
• Assisted Service: the guests enter the dining area, collect their plates, and go to buffet counters and help themselves.
• Buffet Service: the guests get plates from the stack and goes to buffet counter where food is kept in large casseroles and platters with burners.
  • Sit-down buffet: tables are arranged with crockery and cutlery where guests can sit and eat.
• Self Service: The guests enter the dining area and select food items. The guest are required to take their own plates to the table and eat.
• Cafeteria Service: a quick service.
• Single Point Service: the guest orders, pays for his order and gets served all at a single point.
  • Food Court: Array of autonomous counters at which the customers can order, eat, or buy from several different counters.
• Kiosks: the customer enters the choice and amount of money physically and the machine dispenses.
• Take Away: Customer orders from a single counter and consumes it off the premises.
• Vending: automatic machine installed in industrial canteens, shopping centers, airports.
• Special Service: provides food and beverages at the places which are not mean for food and beverages.
  • Grill Room Service: various vegetables and
    meats are displayed for a better view and
    choices. Guest take a seat and is served
    cooked food with accompaniments,
  • Tray Service: Method of service of whole
    or part of a meal on tray.
  • Trolley/Gueridon Service: Food is cooked,
    finished or presented to the guest at a table
    from a moveable trolley.
  • Home Delivery: delivered to customer’s
    home or place of work.
  • Lounge Service: Service of variety of food and beverages in lounge area.

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