Samenvatting Food and Beverage Management

ISBN-13 9781906884260
146 Flashcards en notities
8 Studenten
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Dit is de samenvatting van het boek "Food and Beverage Management". De auteur(s) van het boek is/zijn . Het ISBN van dit boek is 9781906884260. Deze samenvatting is geschreven door studenten die effectief studeren met de studietool van Study Smart With Chris.

Samenvatting - Food and Beverage Management

  • 1.1 food and beverage operations

  • Food
    een breed scala aan stijlen en wereldkeukens
  • Food and Beverage (or food service) operations are concerned with the provision of food and a variety of beverages within business.
  • Beverages
    alle alcoholische en alcoholvrije dranken
  • (8) What is important for food and beverage operations fo the management of delivery and experience?
    1. Skills in marketing
    2. Merchandising
    3. Staff management
    4. Team development
    5. Training
    6. Customer relations
    7. Financial management
    8. Operational management
  • What are the 8 stages in the Food Service Cycle?
    1. Consumer and the market.
    2. Policy and objectives.
    3. Consumer service specification.
    4. Facilities
    5. Purchasing
    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 food production
    2. The system for beverage provision
    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 provision and 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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Laatst toegevoegde flashcards

What are the 3 ways discrimination can occur?
1. Direct discrimination: e.g. Refusing service to customers of particular ethnic origin, creed, gender sexual orientation or disability.
2. Indirect discrimination: e.g. Denying consumer services by imposing unjustifiable conditions or requirements that have ethnic origin, race, creed, gender, sexual orientation or disability implications 
3. Discrimination through victimisation: e.g. By refusal of provision, that is refusal of admission on the basis of ethnic origin, race, creed, gender, sexual orientation or disability. 
What are the 2 types of customer?
1. Those who pre-book
2. Those who don't pre-book
When is a contract made?
A contract is made when one party agrees to the terms of an offer made by another party.
2. Licensing framwork: what are the 4 key objectives to liquor licensing requirements?
1. The prevention of crime and disorder.
2. Public safety.
3. The prevention of public nuisance (overlast).
4. The protection of children from harm. 
What are the ensuring responsibilities of an operator? (10)
1. Service standards comply with health, safety, environmental and food hygiene regulations. 
2. There are adequate arrangements in place to ensure the safety, security and well-being of staff and customers. 
3. Periodic risk assessments are carried out and recorded. 
4. Emergency exits are clearly marked and regular fine drills are carried out.
5. Staff have been trained in fire procedures and how to use fire-fighting equipment. 
6. Staff are aware of evacuation procedures in the event of fires or security risks such as bomb threats. 
7. Health and safety notices are displayed in working areas. 
8. Staff and customers are trained, as appropriate, on correct usage of equipment and facilities. 
9. Food handlers have all been trained in safe and hygienic working practices.
10. Security policies and procedures are known and followed by all management and staff. 
What are the key responsibilities of the food service operator? (9)
1. Health, safety and security 
2. The licensing framework 
3. Selling goods by weights and measures
4. Contracts 
5. Selling goods by description 
6. Avoiding discrimination 
7. Providing services 
8. Customer property and customer debt 
9. Data protection 
What are the 3 dangers of sterility in using a formal approach to PESTLE analysis?
1. Data overload 
2. Failure to try assess the potential impact of an environmental change, however unlikely it may initially seem. 
3. Failure to recognise the combined impact of a number of influences. 
PESTLE: Ecological
Might mean the increasing requirements for energy conservation or the acceptability (or otherwise) of genetically modified foods.
PESTLE: Technological
Issues might concern the operating systems of a business, channels of distribution (how a business communicates with its customers) and data and information gathering.
PESTLE: Legal
Issues might mean changes in legislation. E.g. Hygiene and food safety, opening hours.