Test 4 Study GuideChapter 17-FOOD SERVICE SEGMENTS1. 1st Split or Segmenta. The foodservice sector of the hospitality industry is very large and includes many different types of eating establishmentsb. Foodservice segments, or categories, begin by separating foodservice businesses into 2 broad types:i. Commercialii. Non-commercial 2. Commercial & Non-commercial Foodservicea. Commercial i. These businesses operate to generate revenueii. Profitability is a primary goaliii. Example: Restaurants iv. These are also known as standalone restaurants and provide higher profit compared to Non-commercial restaurants or hotel restaurants. b. Non-commerciali. Primary goal is not to generate revenue/profitii. These businesses may/may not make money, but it is not their primary purpose for being in businessiii. Often called: Institutional or On-site operationsiv. Example: hospital or school foodservices3. Quick-service Restaurantsa. Known as Fast food or Limited serviceb. Key characteristics:i. Provide limited # of menu itemsii. Very short amount of time waiting on foodiii. Customer orders at a counter or drive-thruiv. Customer pays for food before consuming it 4. Target market:i. Individuals seeking low cost mealii. People seeking value (a lot of food for $) iii. People with limited time 5. Casual Dininga. Created to cater to middle classi. Who enjoy going out to eatb. Service without high price of fine diningc. Promote relaxed atmosphered. Some revolve around a themei. Seafood (Red Lobster) ii. Italian food (Olive Garden) 6. Fine Dining/Upscale Restaurantsa. Fine dining are more specific in their job descriptions and dutiesb. Patron expects a high level experiencec. Patron expects high degree of serviced. Décor helps to deliver feeling of a superior dining experiencee. Expensive pricing is associated with upscale dining restaurantsi. Bill for this dining experience can exceed $100 per person7. Other Operationsa. Hotel foodservicei. Extended hours to serve guests on propertyii. Different menus/outletsiii. Profit margin usually lower than typical restaurantb. Country club food service i. Wide range of foodservice concepts offeredii. Upscale diningiii. Special events (weddings, private parties)iv. Casual or Family dining or Grillv. Pool snack bar – Golf cart with snacks/drinks c. Airlines / Airports i. Increased costs = reduced on board serviceii. Some Terminal foodservice business may have increased as result of security restrictions iii. Passengers must arrive earlier for flightsd. Cruise Shipsi. All you can eat – inclusive pricing conceptii. Achieve success by offering wide variety of choicesiii. Menu varietyiv. Different themesv. Different segmentsvi. Quick service, Casual, & Fine Dininge. Tourist Attractions Foodservicei. Theme parks and Sports Venuesii. Offering a multitude of services at varying price pointsiii. Example: Disney World, New Yankee Stadiumf. Convenience Storei. Gaining popularityii. Many now offering made to order food items iii. Creates direct competition for restaurants iv. Range from snack machines to large stores offering a restaurant option for dine in or take out 8. New Commercial Foodservicea. Fast-casual restauranti. Hybrid combination of 2 concepts: Quick service and casual diningii. Offer higher quality food product served fastb. Cinema-eatery i. Movie theater + restaurantii. Provide latest movies and quality food 9. Non-commercial Foodservicea. Institutional or On-site establishments include a wide variety of organizations b. Each must provide foodservice to their constituencies simply to accomplish their businesses’ missioni. Hospitals ii. Schools: K-12; college and universitiesiii. Correctional facilitiesiv. Military operationsCHAPTER 18-RESTAURANT OPERATIONS1. Management Prioritiesa. Financial matters – all aspects i. Restaurants generally have low-profit marginsb. Maintaining quality standardsi. In both Service and Foodc. Anticipate & stay current i. Markets change quickly - Failure to keep up loses customer base and revenue 2. Organizational Structurea. Divided in 2 areasi. Front of House (FOH)ii. Back of House (BOH)b. Managers oversee bothi. Must work seamlessly together for successc. Based on brigade systemi. Concept developed by Escoffierii. Each worker or station is assigned specific tasksiii. Each position is training for the position above, giving the opportunity for advancement3. FOH: Maître d’a. Responsible for all aspects of serviceb. Specific duties include:i. Greets guests upon arrivalii. Handles reservationsiii. Trains service personneliv. Works with sommelier selecting winev. May work with chef developing menu c. During service, he/she is the liaison between front and back of house 4. FOH: Sommelier(Expert in wine)a. Primary duty is to assist guests with choosing wine; may serve it alsob. Other wine duties include: i. Selectsii. Purchasesiii. Receives iv. Handles storage c. May also be in charge of all alcoholic beverage purchasing for the establishment5. FOH: Service staffa. Captain runs one area of the dining roomi. Explains menu and any specials to guestsii. Takes their ordersiii. Captain does any tableside cookingiv. Oversees the front and back waiters b. Front waitersi. Provide utensils, plates, and bring the foodc. Back waitersi. Fill waters, bring bread/butter, clear dirty dishes 6. In Casual dining operationsa. variations of the traditional organizational structure are more common, as positions andduties have been combined to reflect the needs of the establishment7. BOH: Executive Chefa. In charge of all kitchen operationsb. Specific duties include: i. Designs menu ii. Hires and trains kitchen staffiii. Purchasingiv. Cost controls for the kitchenv. Sets presentation, safety, and sanitation standardsc. Often the ‘star attraction’ for propertyi. May make appearances in dining roomii. Chef’s reputation alone is often enough to draw customers to sample their creations 8. BOH: Key personnela. Sous Chef i. Prepares food during serviceii. Organizes /supervises operations of kitchenb. Role of the Aboyeur (Expeditor)i. Calls orders to other cooksii. Coordinates FOH/BOHiii. Brings it all together to go out to the table 9. BOH: Clean up!a. Dish personsb. Responsibilities include:i. Clean cookware for chefs throughout serviceii. Clean all china, silver, glasswareiii. Clean kitchen & floorsiv. Remove garbage 10. 2 schools of thought on cleaning the kitchena. Have the cooks be responsible; facilitates a sense of pride and
View Full Document
Unlocking...