FOOD AND BEVERAGES Part 2 Flashcards
Providing Food and Beverage at remote location.
Catering
Arranging food services at a wedding.
Catering
Prepared, purchased, and generally consumed quickly.
Quick Service Restaurant （QSR）
where is wide and the customer’s expectations are high.
Full-Service Restaurants （FSR）
operated with customer satisfaction and experience as a factor.
Full-Service Restaurants （FSR）
Food and Beverage Cycle:
Storing
Issuing
Cooking/ Preparing
Preparing Service
Serving
Consuming
Cleaning after Consumption
Purchasing
Service Objective (4)
- Physiological
- Social
- Economical
- Psychological
The need to taste different varieties of food.
Physiological
The need to get F&B Service at the invested cost.
Economical
To find friendly atmosphere.
Social
To elevate self-esteem
Psychological
Services in Hotel
Restaurant
Lounge
Coffee shop
Room service
Poolside Barbecue/Grill service
Banquet service
Bar
Outside catering service
Recommend and monitor a budget and plan for the year.
Restaurant Manager
Conduct daily briefings ensuring two-way communication, training and policy information.
Restaurant Manager
Control expenses of the restaurant.
Restaurant Manager
Schedule weekly/fortnightly staff duty with the approval of the Restaurant Manager.
Senior Captain/ Restaurant Supervisor
Supervise food service with a view to ensure speed, quality of service and personalization.
Senior Captain/ Restaurant Supervisor
Maintain and control the par stocks of cutlery, crockery, linen, supplies and equipment.
Senior Captain/ Restaurant Supervisor
Train and supervise restaurant servers to give high standards of service in terms of time, quality and
personalization.
Captain/ Head Waiter
Supervises mis-en-place of the assigned station to ensure a smooth service during operation.
Captain/ Head Waiter
Air the restaurant and ensure that the station is clean.
Waiter
Receive, greet, and seat guests.
Waiter
Present wine-lists and menu cards and take orders.
Waiter
is the first-person customers often meet when they walk into a restaurant.
Receptionist
He/she must be very friendly and professional in his/her approach because he/she makes the first impression customers will have about the restaurant once they step in.
Receptionist
The manner in which the ______attends to customers and visitors can influence their assessment of the restaurant.
receptionist
Manage cash and sales transactions in dining facilities.
Restaurant Cashier
Their responsibilities include promoting services, improving customer satisfaction, answering to inquiries, reporting to the restaurant’s manager, and greeting customers.
Restaurant Cashier
Go to the guest and enquire whether the food and service is up to their satisfaction. Handle any complaints.
Restaurant Hostess
Receive and post table reservations in the register ensuring equity of load between stations.
Restaurant Hostess
Requisition the wines and spirits from the bar.
Wine-Butler （Sommelier）
Display wines and spirits on the trolley.
Wine-Butler （Sommelier）
Stock the trolley with the accessories
Wine-Butler （Sommelier）
Oversees the daily operations of restaurant and hotel kitchens.
Executive Chef
This may include hiring, training and overseeing kitchen staff, and ensuring a high-quality, cost-effective product.
Executive Chef
Also known as Chef Manager or Head Chef.
Executive Chef
Develop new menu options based on seasonal changes and customer demand.
Sous Chef
Provide support to junior kitchen employees with various tasks including line cooking, food preparation, and dish plating.
Sous Chef
Recruit and train new kitchen employees to meet restaurant and kitchen standards.
Sous Chef
Preparing a wide variety of goods such as cookies, cakes, pies, and breads. Following traditional and modern recipes.
Pastry Chef
Creating new and exciting desserts to renew our menus and engage the interest of customers.
Pastry Chef
Decorating pastries using different icings, toppings etc. to ensure the presentation will be beautiful and exciting.
Pastry Chef
Always lead and walk with them at their pace.
Showing guest to their table
Ladies first, descending in age unless the host is a lady.
Seating Customers
Handling with obvious care.
Handling coats/wraps
Offer the list right way round, open for the customer and wait for the customer to take it.
Handling menus/wine lists to customers
Open carefully, do not shake it like a duster, place it on the customer’s lap after saying ‘excuse me’ to the customer.
Opening and placing a napkin
Only talk when standing next to them and looking at them.
Talking to customer
Keep all work areas tidy.
First Impressions
Greet guests as soon as they enter, even if seating guests is not your responsibility.
First Impressions
Make eye contact and smile at guests when in the dining room.
First Impressions
Ensure that uniforms are spotless when you enter a public area.
First Impressions
Maintain an erect posture and alert manner.
First Impressions
Acknowledge other people’s presence with a “hello” or a smile even when you do not need to speak with them.
Show respect
Remember their names
Show respect
Do not intimidate them or make them feel uncomfortable
Show respect
Show honesty and consistency
Show respect
Offer your help and say thank you often
Show respect
Say, for example, ‘Excuse me Sir/Madam, may I offer you a bread roll？’
Offering water or rolls
Use terms the customer understands, not technical terms such as turned vegetable or pane. Use terms that make the item sound attractive such as casserole does not stew, creamed or purée potatoes not mashed. Don does not use abbreviations, for example, ‘veg’.
Explaining food and beverage items
Meeting the needs of customers from other cultures will affect the ways in which staff need to be aware of the dietary requirements of the various religious faiths.
Being culturally aware
Always say ‘Excuse me’ before serving or clearing and ‘Thank you’ after you have finished with each customer.
Serving and clearing
Only offer them if you have them at the table. Offering them when they are not at the table usually means ‘I will get them if you really want them！’
Offering Accompaniments
You can listen about three times as fast as you can.
Listening skills
When good communicators are telling you important information, they stop often to ask you whether you have understood so far.
Listening skills
Good communicators avoid annoying mannerisms of speech, such as “you know” or “like,” or annoying gestures like playing with a pencil or looking at the clock.
Listening skills
A good communicator is someone who practices active listening.
Listening skills
Choose simple words and pronounce them carefully.
Other languages and cultures
Watch the person’s non-verbal communication for signs of understanding.
Other languages and cultures
Ask simple questions that will give the person a chance to show understanding.
Other languages and cultures
Do not treat the person like a child but as a dignified adult whose knowledge of English is limited.
Other languages and cultures
They will appreciate your effort to communicate with them and respond better to your demands.
Other languages and cultures
Indigenous ingredients from local and purveyors
Overview of Menu Trends
Seen primarily in fine dining restaurants, hotels, inns and taverns.
Menu Trends
Operations often also provide nutritional analysis.
Healthy Menu Items
Embraced by multiple industry segments from upscale to family casual.
Healthy Menu Items
is the business of making and preparing food and drink.
Food Service
It includes restaurants, hotels, clubs, school and business cafeterias, healthcare facilities, convenience stores, airlines, railroads and cruise lines.
Food Service
Can be hot or cold and are generally served with wine or a cocktail.
Appetizers
Served either hot or cold
Soups
3 Kinds of soups
- Clear Soup
- Thick Soup
- Specialty Soup
- Can be accompaniment or main course.
SALADS
- When served in lieu of appetizer it is considered a first-course salad; functions as a palate cleanser.
SALADS
- Entree salads serve as healthy alternatives for customers looking for lighter fare.
SALADS
- Can be as simple as a hamburger or as sophisticated as the Maine Lobster Roll.
Sandwiches
Food service operations, such as Panera, introducing grilled and toasted sandwiches.
SANDWICHES
Sandwich wraps appearing on lunch menus.
SANDWICHES
- Most popular entree subcategory. Includes beef, lamb, pork and veal.
MEATS
- Steakhouses are more popular than ever.
MEATS
- Executive chefs also offering high-end specialty meats to meet customer demand.
MEATS
Pork ribs are the most common subcategory within the meat section of the menu.
PORK
- Includes: duck, chicken, pheasant and quail.
POULTRY
- Preparations include baked, barbecued, braised, fried, grilled and roasted.
POULTRY
- Gaining in popularity as a healthy alternative to red meat.
POULTRY
- Relatively inexpensive to make and are popular with customers
PASTAS AND PIZZA
- Many chains offer guests the option of creating their owns pastas and pizzas.
PASTAS AND PIZZA
- Food service organizations are getting more creative
PASTAS AND PIZZA
- Consist of pasta, potato, rice and vegetable selections.
ACCOMPANIMENTS
- Often featured on an a la carte menu to increase average check amount.
ACCOMPANIMENTS
The food and beverage sector which is professionally known by its initials as F&B is the largest segment of the hospitality industry.
FOOD SERVICE
It comprises of establishments primarily engaged in preparing meals, snacks, and beverages for immediate consumption on and off the premises.
FOOD SERVICE
means accommodation for a period or a place to sleep for one or more nights.
LODGING
Fancy hotels, youth hostels, elder hostels, campgrounds, motels and other businesses that provide a place for people to sleep overnight are all in the lodging industry.
LODGING
is any activity that people do for rest, relaxation, and enjoyment.
RECREATION
The goal of recreation is to refresh a person’s body and mind. Any business that provides activities for rest, relaxation and enjoyment, to refresh a person’s body and mind is in the recreation business.
RECREATION
deal with services related to moving people from place to place. Buses, cabs, planes, ships, trains and so on are all part of the travel industry.
TRAVEL AND TOURISM
The major function of the tourism is to encourage people to travel. When people travel, either for business or leisure, they spend money on hospitality.
TRAVEL AND TOURISM
rapid growth high employee turnover finding trained professionals.
Meeting labor demands
allows someone to work full-time to support his/her family.
Living wage
some diners work with dieticians or nutritionist to ensure their food is healthy and satisfying.
Nutrition concerns
