1. 1.6Food and Beverage Service Methods BHM 1203: INTRODUCTION TO FOOD & BEVERAGE SERVICE

2. 1.6Food and Beverage Service Methods  Food and beverages can be served in many ways depending on a number of factors:  Type of establishment  Time available for the meal  Type of menu offered  Site of the establishment  Type of customer to be served  Turnover of customers expected  Cost of the meal served  The traditional foodservice operation comprised three operating systems of:  Food production  Beverage provision  Food and beverage service

3. 1.6Food and Beverage Service Methods  This system implied food and beverage service was just a delivery process; the customer was not considered as an active participant in the process  The operation’s requirements determined how the service was designed, planned and managed  Current view is that the customer is the central focus, and actively participates in the process  Critical to the business success of foodservice operations is to understand customer’s involvement in the process and the identify the experience they are likely to receive and should expect  The food and beverage service now consists of two separate sub-systems running concurrently

4. 1.6Food and Beverage Service Methods i)The Service Sequence  This is mainly concerned with the delivery of food and beverages to the customer ii)The Customer Process  This is concerned with the experience the customer undertakes to be able to order, be served, consume and have the area cleared

5. 1.6Food and Beverage Service Methods i)The Service Sequence  The service sequence is the bridge between the production system, beverage provision and the customer process (customer experience)  The service sequence consists of several stages, including: 1.Preparation for service 2.Taking bookings 3.Greeting and seating 4.Taking food and beverage orders 5.Serving food 6. Serving beverages 7. Clearing during service 8. Billing 9. Dealing with payments 10. Dishwashing 11. Clearing after service

6. 1.6Food and Beverage Service Methods i)The Service Sequence  Each stage of the sequence may be undertaken by a variety of methods or styles  The method selected for each stage depends on the factors that determine how food and beverages are served; and the process that the customer is to experience

7. 1.6Food and Beverage Service Methods ii)The Customer Process  These are the requirements the customer is expected to undertake or observe while receiving the food and beverage product  The process is very simple: the customer enters a food service area, orders or selects his/her choice and is served  Food and beverages are then consumed, after which the area is cleared

8. 1.6Food and Beverage Service Methods Operating Systems in a Foodservice Operation  The service sequence and customer process can be merged to show the relationship between the various systems in a foodservice operation  The relation ship can be shown in a flow diagram (see separate file) that identifies the key stages for the customer, the food and beverage service staff and those in food production and beverage provision  It emphasizes that the two sub-systems in F & B service have to be managed at the same time

9. 1.6Food and Beverage Service Methods Categorizing the Different Service Methods  From a customer process perspective, five basic types of customer process can be identified in food and beverage service  Food and beverage service methods are categorized on these five types of customer processes as follows:

10. 1.6Food and Beverage Service Methods Categorizing Customer Processes in F & B Service Service Method Service AreaOrdering/ Selection ServiceDining/ Consumption Clearing Table Service Customer enters; is seated From menuBy staff to customer At laid coverBy staff Assisted Service Customer enters; is usually seated From menu, buffet or passed trays Combines both staff & customer Usually at laid cover By staff Self-Service Customer enters Customer selects items onto a tray Customer carries Dining area or take-away Various Single Point Service Customer enters Orders at single point Customer carries Dining area or take-away Various Specialized or In Situ Service Where customer is located From menu or pre- determined Brought to customer Where customer is located By staff or customer

11. 1.6Food and Beverage Service Methods Categorizing the Different Service Methods  Food and beverage service methods are categorized on these five customer processes as follows:  A  Table Service  The customer is served at a laid table. Service styles include plated service, silver service, French, and Gueridon service.  These styles are applied in most types of restaurant, cafes, and in banqueting

12. 1.6Food and Beverage Service Methods Categorizing the Different Service Methods  B  Self-Service  The customer is expected to help him/herself from a buffet or a counter. Style applicable mostly in cafeterias and canteens  C  Assisted Service  Customer is served part of the meal at a table; obtains part through self-serve from a display or buffet  Used where the meal includes carvery items (roasts), and also at breakfast in most hotels

13. 1.6Food and Beverage Service Methods Categorizing the Different Service Methods  D  Single Point Service  The customer orders, pays and receives food and beverages, usually at a counter, at a bar in licensed premises, in a fast-food operation, or at a vending machine. Guest may consume on site or take away.  E  Specialized Service  The food and beverages are take to where the customer is.  Includes tray service in hospitals or aircraft; trolley service; lounge and room service, and home delivery

14. 1.6Food and Beverage Service Methods Activity: Further Reading Assignment  Identify and describe the different styles of service that are applied in food and beverage service under each of the five categories of Food and Beverage service methods  This should be advance preparation for further study and practice of the different methods throughout the course (theory and practicals).