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Summary - Food and Beverage Management
1.1 food and beverage operations
Food and Beverage (or food service) operations are concerned with the provision of food and a variety of beverages within business.
(8) What is important for food and
beverageoperations fothe management of delivery and experience?1. Skills in marketing
3. Staff management
4. Team development
6. Customer relations
7. Financial management
What are the 8 stages in the Food Service Cycle?1. Consumer and the market.
2. Policy and
3. Consumer service
6. Production and service
7. Control of costs and revenue
8. Monitoring of consumer satisfaction
1. What is meant with consumer and the market.The existing and future consumer needs and the potential market being served by the operation.
2. What is meant with Policy and objectives?Guiding the choice of the operational methods that are used.
3. What is meant with Consumer service specification?Decisions on the range and type of menu and beverage lists to be provided, as well as other services, and the service levels to be offered and the prices to be ch
4. What is meant with Facilities?The planning and design, and operational capability of the facilities, plant and equipment to support the customer service specification.
5. What is meant with Purchasing?Developing purchasing, storage and stock control methods to meet the needs of the food production, beverage provision and other services being provided.
6. What is meant with Production and service?Using efficient food production and food and beverage service methods to support the requirements of the customer service specification.
7. What is meant with Control of costs and revenue?Maintaining robust systems for the accounting of revenue and the monitoring of costs of materials, labour and overheads.
8. What is meant with Monitoring of customer satisfaction?Regular checking on the extent to which the operation is meeting customer needs and achieving customer satisfaction.
What does the food service cycle provides?A comprehensive framework for the planning of a new food and beverage operation + appraisal (beoordeling) of existing ones.
Why is it important to identify and understand the various interrelationships between the 8 stages of the Food Service?It helps to ensure that decisions about operations will only be considered after looking at the effect any decisions might have throughout all the stages.
What is the definition of food?Includes a wide range of styles and cuisine types. These can be classified by country, by type of cuisine or a particular speciality.
What is the definition of Beverages?Includes all alcoholic and non-alcoholic
1.2 Service operations management
What are the 2 dimensions of the system approaches of to the management of food and beverage operations?1. Systematic in the design, planning and control of a food and beverage operation.
2. The management of the operating systems within food and beverage operations.
What 3 distinct operating systems can be identified within a single f&b operation?1. A system for food production
2. For beverage provision
3. Food and beverage service
The customer is now seen as being central to the process and also as an active participant.
Understanding the customers' involvement, and identifying the experience they are likely to have, and should expect, have become critical to the design of successful food service operations.
Recognise that food and beverage service actually consists of 2 separate systems, albeit (zij het) operating at the same time. These are the service sequence (service volgorde) (as a delivery system) and the customer process (the management of the customer experience).
What are the 4 systems operating within in a food service operation?1. The system for
2. The system for
3. The system for
delivery: the service sequence.
4. The system for
customer experience management: the customer process.
The 4 systems operating with in a food service are tangible systems whose properties are known and can be defined.
What is the customer process?The customer receiving the food and beverage product is required to undertake or observe certain requirements.
The service sequence is essentially the bridge between the food production,
beverage provisionand the customer process (or customer experience).
What does the service sequence consist of?The service sequence consists of a number of stages from taking customer bookings through to clearing following service.
For a food service operation, food production and beverage provision are considered as 2 'hard' systems, which are expected to behave predictably. The customer process is considered to be a 'soft' system because it involves emotional reactions, personal values and attitudes and shifting expectations, which are personal rather than technical in construction. The service sequence contains characteristics of both 'hard' and 'soft' systems.
Service operations consist of a combination of outcomes delivered to and received by customers.
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2. More reliable products and service, with greater flexibility to respond to customer needs.
3. Increased marketing opportunities through making a feature of using locally sourced food and beverage items and through special promotions related to local seasons and food and beverage specialities.
4. Support for training or staff from local suppliers.
2. Dietary requirements
3. Cultural and religious influences
5. Prominent chefs and media
6. Trends, fads and fashions
7. Ethical influences
2. Accurately predicting what the customer is likely to buy and how much her/she is going to spend.
3. Ensuring a means of communication with customers
4. Purchasing and preparing raw materials to present standards in accordance with purchasing specifications and forecasted demand.
5. Portion and cost the product in order to keep within company profitability objectives.
6. Effectively control the complete operation from purchase to service on the plate.
2. Having enough time available to get the product right.