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* Chapter OVERVIEW OF RESTAURANT SERVICE * Talk about restaurant definitions and roles as well as its fuctions and operations * Talk about restaurant business character * Distinguish referent restaurant types relating to food and berverage service business * Know how to use and maintain equipment in the restaurant * Give safe solutions, securities implemented in the real restaurant business *Objectives Sectors of foodservice industry: Definition of food and beverage service sector: The food & beverage industry is usually defined by it output of products, to satisfy the various demands of food & drinks of people But it doesn’t include the manufacturing of food & drink and its retailing In today’s world, the food & beverage service industry has expanded a lot and nowadays, it is serving more than 100million meals per day. .Functions and operations of food and beverage service sector: .The basic function of this industry is to serve food & drink to people, to satisfy their various types of needs The main aim is to achieve customer satisfaction .Operations of food and beverage service sector: .QUICK-SERVICE RESTAURANTS .FULL-SERVICE RESTAURANTS .CATERING AND BANQUETING Types of restaurants: .Types of restaurants: .Set menu service: This type of restaurant serving meals put before its predefined dish from the menu until the amount purchased and the price of it Objects of this type are Nhung restaurant serves guests in groups, according to union .A lacarte: A type of restaurant menu is very diverse and rich in variety of dishes, drinks listed all to help customers easily select foods based on preferences and ability to pay For customers of the la carte restaurant are retail customers , visitors, guests are not reserved .Buffet: When it comes to this type of restaurant , diners will have to serve yourself by cafeteria been laid on the shelves of the restaurant , get your food buffet with dishes like hot , cold and beverages The highlight of the restaurant is stylish self-catering freedom, comfort and price will be fixed for all customers Food was laid on the shelves of self-service restaurant for customers to choose Coffee Shop: As the restaurant serves coffee and light snacks attached These restaurants are typically quick-service nature , the dishes are dishes available , simple Fast Food: This type of restaurants serving fast food demand with industrial practice , common in commercial centers and major cities The restaurant also serves snacks typically are simple menus , often focusing on a single type of food with many different ways of processing and can often take Service is quick and is a highlight of this type of restaurant Banquet hall: As a variety of restaurants serving various types of banquets , such as review conference , weddings , banquets , Organization of a restaurant: Restaurant personnels: .Depending on the size and characteristics of the units that have appropriate organizational structures .Here are the basic parts are indispensable in a restaurant : Division manager Service parts Kitchen Division Parts warehouse Accounting department Parts import Bussiness Department Technical parts Restaurant personnels responsibilities: Division managers : Management activities within the restaurant Signing of the contract related to the restaurant Planning activities for the restaurant Dispatching personnel for restaurants Resolving the issues related to internal customer and employee Write the rules and regulations of the restaurant Check revenues Kitchen : Food processing according to your requirements Combined with the design department manager menu Asking for the order to import parts Service parts : Receptionist: * Greet guests * Ask your request * Concierge to the dining table * Handover for service personnel To serve: * Get your requirement * Send requests to the kitchen * Serve drinks * Serving food * Clean * Cash * Welcome, thank you and see you To carry : * Moving food from the kitchen to the table of guests waiting * To remove the used items * Note : not to be served Import parts : Enter the shipment as required Subscribe sources Ensure quantity Le plans to bring seasonal fluctuations Accounting department: Balancing the budget revenues Quantification and prices for restaurants Ensuring financial stability for the restaurant Planning for long-term financing for the restaurant In some parts of the party includes wine , waiters rotating red wines and white wines as pure or mixed , guests can choose from The device serves drinks may move makes provision drinks much easier Since most of these devices are on wheels , can put them in a place far away and move to where needed The specific principles when serving drinks In some units who serve drinks prepared at the table For cocktails in general , the waiter brought the glass jug with ice and tools for making wine on the table and poured wine from jiggers or from other types of measuring alcohol in glass standards These rules include the typical service: 1) The specific principles when serving drinks In greeting and notify customers of special events each day 2) Note the order on charging patterns in a way that clearly state who order something (Do not get to vote on a table when recording order) 3) Serve cocktail drinks tray (Never put the tray on the table) 4) Serve drinks from the right side 5) Ask guests if they want a refill when water glass is only about a quarter cup or glass immediately clear when they had finished 6) Replace the ashtray frequently using a clean ashtray cover up and get dirty ashtray ra.mot units who serve drinks prepared at the table For cocktails in general, the waiter brought the glass jug with ice and tools for making wine on the table and poured wine from jiggers or from other types of measuring alcohol in glass standards These rules include the typical service Serve wine: Bartender sell wine by suggestion Should attach the code of the bottle on the wine menu, guests can call wine by number instead of by name liquor, wine because sometimes name sounds scary The service should bring the bottle to the table and give your visitors before opening the wine label After watching and bear they called wine, the waiter opened the bottle by cutting and peeling exterior bottle, cork and wipe the exposed portion lid metal frame, rotating corkscrew into the cork lid, seven hook part of the edge corkscrew bottle, cork lid and pull out without creating explosions "pop" When removing the cap cork corkscrew out, put it on the right of the hostess After opening the lid and pour the wine before the edge of the bottle should be cleaned again After the hostess tried a small sip of wine and people accept this bottle, the waiter to pour wine on the principle that the restaurant use Red wines should be to the right of the hostess wine glass and wine brands swivel to face the person White wine is placed in an ice bucket for the right person to host * Chapter EVENT ORGANIZING AND SERVING Objective * Get know event definitions and distinduish different types of event * Describe event organization * Make presentation about food and beverage serving definitions, roles of customer earing * Describe the effective way of customer caring Event organization and service: .Types of event: Business dinners – One of the most traditional business events, business dinners can be held for a range of reasons, from celebrating milestones to simply getting together with employees and clients Golf tournaments – An annual golf tournament is a good way to increase customer loyalty, reward employees, and acquire new customers You could use your golf event to raise money for a charity of your choice Networking events – These events are ideal for making new contacts, leading to new clients, partners, and vendors Product launches – Create a buzz around the release of your new product by holding a launch party It’s a good way to get customers excited and to generate media coverage Award ceremonies – Boost employee morale by hosting an event to honor them for all of the things they’ve done for your company Holiday parties – The holidays present the perfect opportunity to throw a great party where you can invite clients, prospects, media members, and employees Customer appreciation parties – Customer retention should always be a focus for your business Show your customers how much your appreciate them by hosting an event just for them Board meetings – These prestigious meetings let you cover your company’s recent progress and discuss future goals and strategies Happy hours – Blow off a little steam from the work week and build relationships at a company-hosted happy hour event 10 Seminars – Seminars are educational events for managers, employees, or even the general public They can have a single speaker or multiple speakers throughout the seminar 11 Shareholder meetings – These events are typically held quarterly or annually to keep shareholders updated about company issues and to take care of other executive-level business 12 Charity functions – Charity events highlight your brand in a positive way, attract media attention, and allow you to give something back to an important cause 13 Press conferences – Use press conferences to get the media talking about new products, important business issues, or to launch new marketing campaigns 14 Trade shows – Hosting a trade show is a great way to position your brand as an industry leader and to generate new leads 15 VIP events – Make your best customers feel special by hosting exclusive VIP events just for them These events can be things like sneak previews of new products or special private sales Event serving skills: Organizations served trực time dining at a restaurant print : During this segment print service personnel direct contact with young guests and one time interval long and made many technical Movements Must relative Requirements set out printing against this paragraph waitress staff are : Always good attitude to all customers table the print service Must quick- service speed and special attention to Ensure the time of service Timely right dish Must be proficient in the operation : build direct service for demonstrating the Professional staff of the restaurant - then helps Distinguish the rankings that luxury restaurant or not It will have cost recovery level for therestaurant service Over the years , several methods have been developed service from simple to is increasingly more complex , requiring a higher skill level This course focuses ways to serve : served in dishes, served in productivity and served family style Serve by Course : Waiter waiting for presentation and serving food guests on their plates , flat or deep plates , spoons and forks used Serve family style : Food is placed on the table in many different forks customer self-service For example, in the traditional restaurant Serve according to capacity: The main dish is chef and furnished to the disk set Ring waiter put a plate of food in front of guests Customer caring and supervising skills of food and beverage service: Customer caring : Patience Attentiveness Clear Communication Skills Knowledge of the Product Ability to Use "Positive Language“ Acting Skills Time Management Skills Ability to "Read" Customers A Calming Presence Goal Oriented Focus Ability to Handle Surprises Persuasion Skills Tenacity Closing Ability Willingness to Learn Supervising skills of food and beverage service: Responsibilities: Participates in the recruitment, selection, and training of staff Supervise and schedule food and beverage staff Ensure customer satisfaction Resolve customer complaints, as well as internal conflict amongst staff Order and maintain inventory control costs Oversee food service, and act as an expeditor, when necessary, to ensure the timely movement of completed food orders from kitchen to customer table Knowledge, Skills and Abilities: A secondary school diploma is required Completion of a food service administration, hotel or restaurant management course is an asset Excellent sales skills Excellent customer service skills Good communication skills Leadership skills Proven human resource management skills such as training, motivation, Excellent organizational skills Must be of legal drinking age if working in a licensed facility Knowledge of the products, services, sector, industry and local area Knowledge of relevant legislation and regulations FOODSAFE Serving It Right *End