Managed Services Flashcards
1
Q
What are Managed Services?
A
- Managed services consist of food service and related operations
- Are used most often in the following public and private institutions.
=> they are not non-profit, however they do get a small profit.
2
Q
Managed Services:
A
- Airlines
- Airports
- Military (No revenue, it is covered by the government)
- Elementary and Secondary schools (main profit is from tuition, F&B has little profit)
- Colleges and Universities
- Healthcare facilities (main profit is from operations, F&B is independent and completely different)
- Business and Industry (B&I) (Bank Audi has a cafeteria that is handled by a catering company)
- Leisure and Recreation
3
Q
Features that distinguish managed services operations, from commercial food services, such as restaurants:
A
- ( managed services have to please both the guests and the clients)
- Challenge to please both the guests and the clients
- Guests are captive clientele (they may not have an alternative dining option)
- Food services is not the primary business (features)
- Produce food in large quantities
- Volume of business is consistent.
4
Q
A company might contract it’s food service or other services for the following reasons:
A
- Financial ( The profit from the cafeteria comes mostly from hot beverages and drinks.)
- Quality of Program
- Recruitment of management and staff
- Expertise in management of service departments (the expertise is in the main department and usually not in the F&B)
- Resources available
- Labor relations
- Outsourcing of administrative functions.
5
Q
- Airlines and Airports:
A
- inflight service is a complex logistical operation
=> The food must be able to withstand the transport conditions and the extended hot or cold holding period from the time is is prepared until the time it is served. - if a food item is to be served hot, it must be able to re-thermalize well on the plate.
- The meal should also look appetizing and taste good.
- All food and beverage items must be delivered on time and correctly to each departing craft.
6
Q
Airlines and Airports: pt.2
A
=> Usually in the airplane, there are 2 options, meat or chicken; if there is a specific request then the guest should order it with the ticket itself (e.g. if vegan or vegetarian)
=> the complexity comes from the amount of food in the airplane. If there are 100 passengers on the plane, there wont be 100 dishes each of meat and chicken; instead there’ll be more chicken dishes as it is more generic and widely picked.
7
Q
Airlines and Airports: pt3
A
- International airlines try to stand out by offering superior food and beverages in hopes of attaining more passengers.
- The service depends on the airline
e.g. a luxurious and well known airline like emirates. - Airlines compete with their services.
- On board, each aircraft has 2 or 3 categories of service, usually coach, business, and first class.
- First and business class passengers usually receive free beverages and upgraded meal items and service.
8
Q
Airlines and Airports: pt4
A
- A number of smaller regional and local food service operators contract to a variety of airlines at hundreds of airports.
- Most airports have caterers or food service contractors who compete for airline contracts.
- Popular chain restaurants such as Cat Cara’s and Chilis’ are in several terminals, along with the quick service restaurants such as McDonalds and pizza hut.
9
Q
Airports and Airlines: pt5
A
- Most food and beverage in airports come from contracted businesses. (usually rented and it helps with the reputation)
- they take yearly rent + % of the profit
(the profit depends on the airport, some airports only take ret)
e.g. Starbucks and pizza hut - the competition is fierce in the airport since they’re usually placed next to or close to each other.
- Placement in the airport is important for the restaurants.
9
Q
Airports and Airlines: pt5
A
- Most food and beverage in airports come from contracted businesses. (usually rented and it helps with the reputation)
- they take yearly rent + % of the profit
(the profit depends on the airport, some airports only take ret)
e.g. Starbucks and pizza hut - the competition is fierce in the airport, since they’re usually placed next to or close to each other.
- placement in the airport is highly important.
10
Q
Military:
A
- military food service is a large and important component of managed services. There are about 1.8 million soldiers, sailors, and aviators active on duty in the USA.
11
Q
Trends:
A
- Contract of officers club
- Fine dining to casual style
- prepared foods MREs (meals ready-to-eat)
- use of fast food restaurants on bases.
12
Q
Military pt2:
A
- food safety is a priority in the military.
- focus is on the carbohydrates in the military and not protein, since protein is digested faster than carbs
- In jail food safety is also important, since if inmates get sick, the government will have to pay for medication.
- The focus in jail is on carbohydrates and smaller portions.
13
Q
Elementary and Secondary schools:
A
- millions of children are fed free or low-cost breakfast or lunch.
- in approximately 98,000 schools to more than 30 million children each school day.
14
Q
Elementary and Secondary schools pt2:
A
- Many challenges currently face elementary and secondary school food service:
= good nutrition is key (children need more nutrients + they have weak immunity)
= potential market for fast food chains
= preparation varies amongst schools.
= contract companies are offering more flexibility.
15
Q
Colleges and Universities:
A
- college and university food service operations are complex and diverse.
- among the various constituents of food service management:
= residence halls
= sports concessions
= conferences
= cafeterias/ student unions
= faculty clubs
= convenience stores
= administrative catering
= outside catering
16
Q
On campus dining:
A
- challenging (cleanliness, nutritional value, sanitation, variety of food)
- use of cyclical menus (plat du jour)
- budgeting is easy due to payment plans.
- various meal plans.
17
Q
Healthcare Facilities:
A
- healthcare managed services operations are remarkably complex because of the necessity of meeting diverse needs of a delicate clientele.
- health care managed services are provided to hospital patients, long term assisted and living residents, visitors and employees.
- the service is given by tray, cafeteria , dining room, coffee shop, catering, and vending.
18
Q
Healthcare Facilities:
A
- The challenge of healthcare managed services us to provide many special meal components to patients with vert specific dietary requirements.
- determining which meals need to go to which patients and ensuring that they reach their destinations involve especially challenging logistics.
- in addition to patients, healthcare employees need to enjoy a nutritious meal in pleasant surroundings in a limited time (usually 30 minutes)
19
Q
Business and Industry:
A
- one of the most dynamic segments of the managed services industry.
- B&I food service has improved it’s image by becoming more colorful, with menus as interesting as commercial restaurants .
20
Q
Terms to understand:
A
Contractors:
- companies that operate food services for the client on a contractual basis.
- most corporations contract with managed services companies because they are in the manufacturing or some other industry.
- they engage professional managed services operations to run their employee dining facilities.
21
Q
Terms to understand pt2:
A
- Self-operations:
- companies that operate their own food service operations.
- in some cases, this is done because it is easier to control ones’ own operation; for example it is easier to make changed to comply with special nutritional or other dietary requests.
22
Q
Leisure and Recreation:
A
- most unique and fun part of the food service industry in which to work.
- include stadiums, arenas, theme parks, national parks, state parks, zoos, aquariums, and other venues where food and beverage are provided for large numbers of people.
- customers are usually in a hurry, the big challenge is to offer the product in a very short period of time.
- the average professional sporting event lasts for only 2 to 3 hours of time.
