food and beverage managment 3rd edition 2011：食品和饮料管理第三版2011

Food and Beverage Management,Food and Beverage Operations and Management,Food and beverages,Food: includes a wide range of styles and cuisine typesBeverages: includes all alcoholic and non-alcoholic drinks, cold and hot,The foodservice cycle,The foodservice cycle,Can be used as a basis (framework) to analyse and compare different foodservice operationsCan be used to help understand how an individual operation works:Difficulties in one element of the cycle will cause difficulties in the elements that followDifficulties experienced in one element of the cycle will have their causes in preceding elements,Structure of the book,Based on the foodservice cycle,Systems approach,Two dimensions:Systematic approach to the design, planning and control of a food and beverage operationThe management of the operating systems within a food and beverage operation,Comparison of traditional and systems approaches,Management of operations,Concerned with:The management of materialsThe management of informationThe management of people (customers),Four systems for foodservice,Food productionBeverage provisionDelivery or the service sequenceCustomer management or the customer process,Interrelationship of the four systems of a food service operation,Dimensions of the hospitality industrys product,IntangibilityPerishabilityVariability of outputSimultaneous production and consumptionEase of duplicationHeterogeneityDemand variationDifficulty of comparison,Sectors of the industry,Hotels and other tourist accommodationRestaurants, popular catering, fast food, takeawayRetail storesEvents/banqueting/conferencing/exhibitionsLeisure attractionsMotorway service stationsIndustrial cateringWelfare cateringLicensed tradeTransport cateringOutdoor catering (off-premises catering),Variables in foodservice sectors,Historical backgroundReasons for customer demandSize of sectorPolicies: financial, marketing, cateringInterpretation of demand/catering conceptTechnological developmentInfluences / State of sector developmentPrimary/secondary activityTypes of outletsProfit orientation/cost provisionPublic/private ownership,Profit and cost markets,Profit market - includes hotels, commercial restaurants, pubs, fast food and leisure outletsCost market - includes catering in business and industry, education, healthcare and the armed forces,Summary of foodservice sectors,Types of market,General marketNon-captive: customers have a full choiceRestricted marketCaptive: customers have no choiceSemi-captive: customers have a choice before choosing but then have little choice of food and drink other than that on offer,Customer is central,To the process and as an active participant within itUnderstanding the customer is critical to the business success of foodservice operations,Different foodservice operations,Are designed for the:Needs people have at a particular timeRather than for the type of people they areThe same customer can:Be business customer during the weekA member of a family at the weekendWanting a quick lunch or snack while travellingBe organising a special event,Main aim,To achieve customer satisfactionBy meeting the customers needs:PhysiologicalEconomicSocialPsychologicalConvenienceCustomers may want to satisfy some or all of these needs,Reasons for a customers choice:,Often determine the customers satisfaction or dissatisfactionDissatisfaction can come from:Aspects of the food and beverage operationAspects beyond the operations controlEither way the operation has to deal with it,Potential dissatisfactions,Controllable by the establishmente.g. scruffy, unhelpful staff, cramped conditionsUncontrollablee.g. behaviour of other customers, the weather,transport problems,Product augmentation,The core of the productThe food and drink provisionThe tangible elements of the productThe methods of deliveryAugmentation of the productTakes into account the complete packageCompetition mostly takes place at the augmented level,Reasons for eating out,ConvenienceVarietyLabourStatusCulture / traditionImpulseNo choice,Meal experience factors,Food and drink on offerLevel of serviceLevel of cleanliness and hygienePerceived value for money and priceAtmosphere of the establishment,The business environment,PPoliticalEEconomicSSocio-culturalTTechnologicalLLegalEEcological,Key influences,Social trends/lifestyleAmount of disposable incomeInflation/stagnationAvailable creditCultural factorsRegulation taxation, VAT, tourism Media television, advertising, magazines, celebrity chefs,The micro-environment,Adapted from Porter 2004,Porters Five Forces,Legal framework includes:,Health, safety and securityLicensing frameworkSelling goods by weights ad measuresContractsSelling good by descriptionAvoiding discriminationProviding servicesCustomer property and customer debtData protection,Important of compliance,Penalties for non-compliance can be severe, both for the business and for the management and staffImportant that all members of staff contribute to ensuring compliance,Health, safety and security,Duty to care for all staff and lawful visitors and must not:Sell (or keep for sale) food and beverages that are unfit for people to eatCause food or beverages to be dangerous to healthSell food or beverages that are not what the customer is entitled to expect, in terms of content or qualityDescribe or present food in a way that is false or misleading,Health, safety and security,A foodservice operator must be able to demonstrate that steps have been taken to ensure good food hygiene (due diligence),Licensing framework,Four key objectives:the prevention of crime and disorderpublic safetythe prevention of public nuisancethe protection of children from harm,Requirements include:,Display of a summary of the premises licenceDrinks price lists to be displayedRestrictions on under-aged persons being served alcohol and employed to serve alcoholThe need for an authorised person (or the personal licence holder) to be on site at all times,Other types of licences include:,Music (live or pre-recorded)DancingGamblingTheatrical performance and television displaySupervisor and the staff should be aware of the provisions and limitations of the licences to ensure compliance,Selling goods by weights and measures,Generally requiresDisplay of the prices and the measures used for all alcohol servedThe food and beverage items for sale to be of the quantity and quality demanded by the customerThe use of officially stamped measures,Contract,Made when one party agrees to the terms of an offer made by another party; this can be written or verbalAll foodservice establishments should be clear on:circumstances where the operation may seek compensation from the customertaking care when dealing with minors (persons under 18),Selling goods by description,All food, beverages and other services provided must be:fit for purpose and of satisfactory quality in relation to price and descriptionaccurately described in terms of size, quality, composition, production, quantity and standard,And:,All statements of price must be clear and accurateFood, beverages and other services correspond to their descriptionTimes, dates, locations and nature of service are as promisedBilling is fair, transparent and reflects the prices quoted,To ensure compliance:,Take care when:wording menus and wine listsdescribing items to customersstating if prices include local and/or government taxesdescribing conditions such as cover charges, service charges or extrasdescribing the service provision,Avoiding discrimination,Acts relating to discrimination on grounds of ethnic origin, race, creed,