Food Service Segments Chapter 17 1st Split or Segment The food service sector of the hospitality industry is very large and includes a variety of eating establishments Food service segments are separated into 2 categories 1 Commercial These businesses operate to generate profit Most food segments fall under this category EX Restaurants 2 Non Commercial Primary goal is NOT to generate revenue profit EX Education Healthcare Military cafeterias Often called institutional or On site operations Self operated Commercial Food Service 3 Primary Categories within this segment 1 Quick Service Known as Fast food or limited service restaurants Provide a limited number of menu items Customers order through a drive thru or at a counter Customers pay before they eat Target market of Quick Service Individuals seeking low cost meals people seeking value a lot of food for and people with limited time 2 Casual dining Caters to the middle class who enjoy going out to eat Service without paying high price of fine dining Revolve around a theme italian seafood steakhouse 3 Fine dining Customer expects a high level degree of expertise and service Decor helps to deliver a feeling of a superior dining experience Expensive pricing associated with upscale dining restaurants The bill can exceed 100 per person you want your expectations to be exceeded Other Operations Hotel Foodservice Extended hours to serve guests on property Profit margin is usually less than a typical restaurant Doesn t make as much revenue as a regular restaurant Country Club Food Service Wonderful family atmosphere Upscale dining Special events Weddings Private parties Airlines Airports Increased costs reduced on board service Terminal foodservice business may have increased as a result of security Doing well because people are spending more time in airports for security reasons restrictions Cruise Ships All you can eat Inclusive pricing concept Wide variety of choices Different segments quick service casual dining and fine dining Tourist Attractions Foodservice Theme parks and sports venue Offering a multitude of services at varying price points Disney Convenience Store Gaining popularity Many now offering made to order food items Range from snack machines to large stores offering a restaurant option for dine in or take out Convenience store are challenging fast food operations New Commercial Foodservice Fast casual restaurant Hybrid Combination of 2 concepts Quick service and casual dining EX Steak and Shake Cinema eatery Movie theater restaurant Provide latest movies of quality food NON Commercial Foodservice Non Commercial Foodservice have 2 Common forms of Management Institutional or On site establishments Each must provide foodservice to an organization Hospitals Schools Military operations 1 Contract management company EX ARAMARK and Compass Group In business to make a profit 2 Managed by the business itself Meaning its self operated Industry term Self op foodservice Make money by charging institutions on the service they are providing Exist in organizations whose primary purpose and area of expertise is not Chapter 18 Restaurant Operations Management priorities Financial matters restaurants generally have a low profit margin Maintaining quality and service In both service and Food Anticipate Stay current Markets change quickly failure to keep up loses 1 2 customer base and revenue Organizational Structure Divided into 2 areas Front of house FOH Back of house BOH Managers oversee both and must work seamlessly together for success Based on brigade system Concept developed by Escoffier in London 1800 s Each worker station is assigned specific tasks Each position is training for the position above giving the opportunity for advancement FOH Maitre d Responsible for all aspects of service Specific duties include Greets guests upon arrival Handles reservations Trains service personnel Works with sommelier selecting wine May work with chef developing menu Good PR skills FOH Sommelier Selects Purchases Receives Handles Storage During service he she is the liaison between front and back of house Primary duty is to assist guests with choosing wine may serve it also Other wine duties include May also be in charge of all alcoholic beverage purchasing for the establishment FOH Service Staff Captain Runs one area of the dining room Explains the menu and any specials to guests Takes their orders Captain does any table side cooking Oversees the front and back waiters Responsible for the others Front waiters Provide utensils plates and bring the food Back waiters Fill waters bring bread butter clear dirty dishes In casual dining operations Variations of the traditional organizational structure are more common as positions and duties have been combined to reflect the needs of establishment BOH Executive Chef In charge of all kitchen operations Specific Duties include Designing menus hire and trains kitchen staff cost controls for kitchen sets safety standards general sanitation Often the STAR ATTRACTION for the property May make appearances in the dining room Chefs reputation is often enough to draw customers to sample their creations BOH Key personnel Sous chef Prepares food during service Organizes Supervises operations of kitchen Role of the Aboyeur Expeditor Calls orders to the other cooks Coordinates FOH BOH Brings it all together to go out on the table BOH brings bread butter and cleans up FOH Brings food and waits on the table BOH Clean up Dish persons Clean cookware all china and silverware kitchen floors and remove garbage Very expensive for the executive chef to stay and clean up 2 schools of thought on cleaning the kitchen 1 Have the cooks be responsible Facilitates a sense of pride and ownership with 2 Hire a cleaning service or use dishwashers Avoids highly paid cooks remaining The factors that separates these two schools of thoughts cost and feeling of equipment on the clock ownership General Manager Management Responsible for Day to Day operations Decision making Contact person for everything All professionals and vendors Works towards accomplishing owner s goals Relays info between owners and employees Being the key holder means he she often works the most hours accountable for everything in the restaurant Operating Budget 1st most important responsibility Cost control are key responsibility Develops it Tries to operate within it Tracks all sales Keeps Records Analyzes performance of menu items 2nd most important responsibility
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