1. Distribution & Service
Chapter 7
Distribution & Service

2. Functional Subsystem: Distribution & Service
Distribution – involves getting food from production to service.
Service – presentation of food to the customer.
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3. Distribution in Foodservice Types
Depends on:
Type of production system in use
Degree of meal preassembly prior to service
Physical distance between production & service
Amount of time between completion of production until time of service
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4. Methods of Meal Distribution
Hot Thermal Retention
Hot & Cold Thermal Retention
Cold Thermal Retention/Food Reheating
No Thermal Support
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5. Methods of Meal Distribution
Hot Thermal Retention
Heated base
Pellet
Unitized base
Induction heat base
Insulated components
Heat support cart
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6. Methods of Meal Distribution
Hot & Cold Thermal Retention
Split tray
Match-a-tray
Insulated trays
Insulated components
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7. Methods of Meal Distribution
Cold Thermal Retention/Food Reheating
Refrigerated carts with conduction heat units
Split cart – refrigerated and convection heat
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8. Methods of Meal Distribution
No Thermal Support
Covered tray
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9. Categories of Service Includes: Table service Counter service
Self-service
Tray service
Take-out service
Delivery
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10. Table Service Common in commercial segment Service by a waitperson
Hostess, host, or maître d’hôtel is responsible for seating guests.
Methods of table service:
American-style –food is plated in kitchen & then presented to the guest.
French-style – food is prepared at the table.
Family-style – food is brought to the table on platters or bowls & then passed around the table.
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11. Counter Service Often found in speed-orientated establishments.
Counter attendant is responsible for:
Taking orders
Serving the meals
Busing dishes
Cleaning the counter
Serving as cashier except at peak periods
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12. Self-Service
Cafeteria service – advanced preparation of most items on-site where self-busing of trays & dishes is common practice.
Buffet service – guests obtain all or a portion of their food from a buffet table.
Vending machines – silent salesman with a built-in cash register.
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13. Tray Service
Food is carried on a tray to a person by a foodservice employee.
Includes:
Healthcare institutions
In-flight meal service in the airline industry
Room service
Limited contact with the customer by service staff.
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14. Takeout Service
Allows consumers to purchase food at one location & enjoy that food at a location of their choice.
Home meal replacement – food items are packaged & sold as meals for consumption in the home.
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15. Delivery Service
Involves transporting prepared food items from the foodservice operation to the customer.
Fee often charged for this service.
Important to maintain food temperatures during delivery.
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16. Total Quality Service
Focuses on zero defect in a product & very little on service quality.
Total customer value – Tangible & intangible experiences by customers doing business with an organization.
Any foodservice operation & its service are only as good as its staff.
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17. Mystery Shoppers
Persons unknown to customers, employees, or managers who eat at a restaurant & evaluate their experiences & those of other customers.
Gives managers a snapshot into the dining experience.
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18. The Staff Staff employees need:
Knowledge of service procedures
A friendly & concerned-for-customer attitude
Ability to perform the needed service tasks
Cross-training – training employees to work more than one area
Burnout – emotional exhaustion & loss of enthusiasm for the job.
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19. The Special Customer Includes: Steady customers Solo diners
Customers with small children
Disabled customers
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20. Martin’s Patterns of Customer Service
Freezer – poor procedural & person service.
Factory – service may be timely & efficient but employees are cold & impersonal.
Friendly Zoo – employees are very friendly, genuine, & caring but service is slow, inconsistent, & disorganized.
Quality Customer Service – both personal & procedural dimensions are handled well.
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21. Quality Customer Service
Understand customer procedural & personal service expectations.
Establish a quality service culture & leadership climate.
Institute clear & concise service-delivery standards.
Incorporate service standards into organizational systems.
Assess progress & reward successes.
Continually improve quality service.
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22. Gracious Problem Solving Process
The service provider:
LISTENS carefully to the complaint or problem.
REPEATS the complaint or problem.
APOLOGIZES to the customer.
ACKNOWLEDGES the guest’s feelings.
MAKES problem-solving a two-way process.
EXPLAINS what action can be taken.
SAYS “thank you” to the guest for bringing the problem to their attention.
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23. Service Charges Are not voluntary
A predetermined amount added to each customer’s check.
Are part of the restaurant’s gross receipts and are subject to income tax.
May or may not be given to waitstaff.
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24. Tipping Are voluntary Left by customer in addition to service charges.
Belong to the waitstaff.
Must be reported to all applicable agencies (IRS).
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25. Service Controls Elements of effective control:
Ensure that all menu items are charged to the customer.
Charge proper prices for menu items.
Assure all checks are accounted for.
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