1. Hospitality Operations
Objective 2.01
The Food and Beverage Industry
Hospitality Operations

2. 2.01 Food and Beverage Business
The Food and Beverage business may also be called a “Foodservice” business.
Prepares, packages, serves, sell, or provides food for people to eat.
Foodservice – F&B Businesses are also referred to as foodservice.

3. “YOU DO” #1 - Bookwork
Page (part I, 2 & 3)
Page (1-20)

4. 2.01 Consumer Business
Foodservice within a consumer business – Food and Beverage business located in a consumer business, such as a movie theater, sports arena, or museum.
Example – corndogs served at the Bobcat game
1. Recreation – Foodservice offered as part of a recreation business.
2. Retail – Foodservice offered as part of a retail store or shopping center.
3. Transportation – Foodservice on the transportation itself and foodservice in the transportation station.
4. Private Clubs-A membership facility appealing to people concerned about being physically healthy (both exercise and nutritional food are components).
5. Contract Services –when a business contracts a foodservice business to provide food for a specific location, they generally enter into a contract for service.

5. “You Do” #2
Look up Hissho Sushi at
Answer the following questions:
Who are they?
What is their mission and vision?
How did they get into the Foodservice industry?
What is their overall concept?
Who do they provide services to?
What is their commitment to their provides
What is the (5) top items on their menu?
What areas of the food service industry do they service?
What is a current issue in the news about the business

6. Commercial Food Service Food and beverage businesses that compete for customers. There are four types of commercial Food services:
1. Quick Serve Restaurant
2. Full Service Restaurant
3. Catering
4. Hotel and Club Foodservice

7. four types of commercial Food services 1. Quick Serve Restaurant
Convenience, speed, and basic service at low prices.
Fast-Food Restaurant – Generally has a counter where you place your order and wait for it.
Cafeteria – Food is displayed along a counter called a service line.
Buffet – Consists of food displayed on a tables. Customers serve themselves.
Carryout Restaurant – Preparing food for customers to take with them to eat at home or elsewhere.

8. “YOU DO” #3
Read the DECA Role Play and address the following performance indicators
(Role of crew chief for CLUCKERS, a fried chicken quick-serve restaurant. You
will settle a dispute between one of your cashiers and an upset customer (judge).
1. Explain management’s role in customer relations.
2. Demonstrate a customer service mindset.
3. Handle customer/client complaints.
4. Persuade others.
5. Defend ideas objectively.

9. 2.Full-Service Restaurants
Restaurant in which customers are seated at a table, give their orders to a server, and are served their food at the table.
-Fine Dining Restaurants – Highest quality of service, ingredients, and atmosphere . They generally have a large number of employees per customer.
-Casual Dining Restaurants – Include all full-service restaurants that are not in the fine-dining category

10. “YOU DO” #4 Role Play Full-Service Restaurants
Answer the following performance indicators:
1. Outline steps to remedy specific problems.
2. Detail the process of “up-selling” and other forms of marketing at tableside.
3. Determine ways of reinforcing the company’s image through employee performance.
4. List common problem situations.
5. Demonstrate awareness of capabilities and limitations of the operation.

11. 3. Catering The provision of food and service for a special event.
On-Premise or Off-Premise Catering
Example of off premise catering:
when a restaurant or catering caters a meal away from the premises that it is prepared at.
Example of On premise catering:
A very large restaurant that can accommodate a large amount of people at one sitting, where everyone would eat the same menu item

12. “YOU DO” #5
Find a catering business that would be willing and able to offer catering business to Hough, (student organizations, faculty and staff). Contact them to see what they are willing to offer (as a discount to the school, while forming a business relationship). Do NOT include any company that already has something worked out with the school.
Include important information like, student body size, faculty and staff (approximately 160)-use this information as a marketing tool.

13. 4. Hotel and Club Foodservice
Hotel provides a wide variety of services. A hotel may have a bar in the lobby, family-style restaurant, ice- cream shop, room services, and catering services by the pool.

14. “YOU DO” #6
Find (3) Hotel and Club Foodservice within a (25) mile radius, list the hotel and the name of the restaurant in the area. Explain how each benefit the community as well as their clients.

15. 2.01 – Commercial Foodservice
Full-Service Restaurants
(commercial restaurant)– Restaurant in which customers are seated at
a table, give their orders to a server, and are served their food at the
table.
-Fine Dining Restaurants – Highest quality of service, ingredients, and atmosphere .
-Casual Dining Restaurants – Include all full-service restaurants that are
not in the fine-dining category
Catering – The provision of food and service for a special event.
On-Premise or Off-Premise Catering

16. “YOU DO” #7 Identify one for each Fine Dining
Restaurants & Casual Dining Restaurants
Discuss a restaurant that has given you superior customer service that stand out to you, name the restaurant and list the specific factors.
How do they handle customer complaints?

17. 2.01 Institutional Foodservice
Institutional Foodservice – Consists of foodservice provided to customers in an institution.
Institution Food services are places such as a school, hospital, the military, or prison.
1. School Foodservice – Cafeteria. Consists of meals that are served to
students who attend school.
2. Health care Foodservice – Foodservice that takes place in hospitals, nursing
facilities, and assisted-care facilities.
3. Business Foodservice – Foodservice provided in a business for the convenience of people who work at the business.
4. Contract Foodservice – Type of foodservice in which the institution hires and
outside foodservice company to run its foodservice.

18. “YOU DO” #8 Research and write a detailed answer
What’s the difference between commercial and institutional foodservice.
Describe food service within a consumer business
List ALL functions that foodservices MUST perform
Describe how a restaurant concept distinguishes one restaurant from another
Why is customer feedback important in the hospitality business? What about the Food and Beverages.

19. 2.01 Restaurant Concept
Restaurant Concept – Whole idea of the restaurant or the restaurant chain.
Theme – Specific idea around something that is organized.
Ambiance – Feeling or mood associated with a particular place (atmosphere).
Market – All the people who could potentially buy what you are selling.
Market Segment – Subgroup of a larger market.
Target Market – Market segment you choose to target.

20. “YOU DO” #9
Identify a business (state the name of the business) and discuss a particular method that they use for customer feedback (write you name on the board so that you’re not choosing the same company as your classmates

21. “YOU DO” #10 Research and find the answers to the following questions
What is a restaurant Health Inspection?
Who regulates this?
What are some steps a restaurant can do to get ready for an inspection?
How are scores determined?
Why is it important for a consumer to know the restaurant scores?
How can a business use a HIGH score to their advantage in a marketing sense?

22. “YOU DO” #11 Research and find
Choose (10) area restaurants and review their current scores. Look at (5) not so good and (5) excellent. Name the 10 restaurants and their scores

23. “YOU DO” #12
What is a mystery shopper and their job responsibilities as it relates to the restaurant and food service business

24. Menu’s
An extensive menu is one that consist of breakfast, lunch and dinner.

25. “YOU DO” #13 Look at the following website and video http://www
According to CBS This morning (airing date 5/3/2012) what are the (5) things you should know about restaurant menus

26. “YOU DO” #14 Research and find “Menu Eye tracking software”
List the name of the software
How it works
Companies that are currently using it and why?
Determine if you think it’s a good tool or not.

27. “YOU DO” #15
Assume that you are the General manager at JAX, a full service, independently owned and operated restaurant located in a large city.
Read the role play and answer the following performance indicators
1. Define portion control.
2. Describe the functions of prices in markets.
3. Identify factors affecting a business’s profit.
4. Explain how organizations adapt to today’s markets.
5. Explain factors affecting pricing decisions.

28. Thank you
Any Questions?????