Food and Beverage Sector - Tourism

• Early inns provided wholesome food and local brews as
part of their services to travelers.
• It was only later that food and beverage became
specialized services when independent restaurants and
pubs opened to serve the local and travelling public.
• An early type of restaurant was the Coffee House, which
appeared in England in the mid-1600s.
• By the 18th
century, there were approximately 3000
coffee houses in London alone.

• The term RESTAURANT, as we know today, began in
1765 in Paris, France.
• Before 1795, catering operations offered
public food services.
• A soup vendor merchandised the soup as
“le restaurant divin” – the divine restorative,
coming from the Latin word resturare,
meaning ‘to restore’.
• This gave us the word restaurant – a place
to restore one’s health.

• A fast Food restaurant is one that sells quick
prepared meals. It is driven by standardized meals,
décor and service.
• Fast Food operations date back to the 1920s and
1930s when A&W Root Beer and Howard Johnson’s
franchised some of their units. They concentrated
mainly on Hamburgers.

• Institutional catering is a food program for
volumes of people eating together at the same
time, like in factories, business houses, hospitals,
schools, etc.
• The origins of institutional catering are in factory
meal programs.

• Airline catering may be classified into Airport
Catering and Flight Catering
• Airport Catering – involves food outlets that are
self-service, waiter service, vending machines and
licensed bars. They may be run by the airport
authority or by outsourced catering establishments.

• Flight Catering – is a
specialized program for
passengers in planes. Food is
served in difficult conditions in
narrow confines and especially
when there is air turbulence.

• Ship Catering – is almost like catering in a hotel. It
is a food program on board in sailing vessels.
• The challenge in cruise liners is the ability of
stocking and storing the right provisions and raw
materials between ports to ensure that food is
available for passengers.

• Railway Catering – can vary from fresh food
provided to passengers at their seat by carefully
planning supply points en route.

COMMERCIAL FOOD FACILITIES
A restaurant is a commercial establishment
committed to the sale of food and beverage.
Restaurants provide tables and chairs to
customers to eat from an attached kitchen.
Restaurants may vary by ownership:
1.Restaurants of a hotel, which contribute to
the sales of the hotel.
2.Independent restaurants with their own
brand name.
3.Chain restaurants that are part of a multi-unit
organization like Burger King, KFC, Jollibee, etc.

HOTEL RESTAURANTS
Coffee Shop

Specialty Restaurant
Chinese Restaurant
Indian Restaurant
Japanese Restaurant
French Restaurant

Specialty Restaurant

Grill Room or Rotisserie
• a restaurant that specializes in grill of different meats, fish and
poultry.
• the distinguishing feature of this type of restaurant is a glass
partition that separates the kitchen from the seating area so that
guests can see the grill preparation of their choice.

Dining Rooms
• are found in smaller hotels,
motels, resorts, inns, clubs or
heritage hotels.
• smaller hotels may find it
uneconomical to have more
than one eating place.
• the dining room is usually
meant for the residents of the
hotel.

Discotheque
• is a restaurant which is
principally meant for dancing
to recorded music.
• the music is driven by a
qualified and experienced disc
jockey (DJ) who creates or
responds to the moods of the
guests.
• the main feature of the
discotheque is a bar which also
offers light meals and finger
picking snacks.

Night Clubs
• is principally open at night
for dinner, dance and live
entertainment.
• a live band with a dance
floor is a must.
• a night club will have bar
and bartenders who are
entertainers themselves.
• Some discotheques that also
have a live band are also called
night club nowadays.

Food Bars
• is a collective name to cover
informal Snack bars, roadside cafes,
Milk bars, kiosks, frozen yoghurt
stands, etc.
• Many food bars may be specialty
ones like Dunkin Donuts that serve an
assortment of doughnuts; London
Dairy that specializes in ice creams; or
Starbucks that are innovative in
coffees and appropriate snacks.
Independent Restaurants

Food Bars
• under this category are those
eateries that reach the public when
and where they need them most
such as mobile food vans including
the hotdog cart that serves meals
and business centers, fairs and fetes.

Fast Food Restaurants
• give ready to serve foods at reasonable
rates.
• the restaurant is informal with wooden or
plastic tables and chairs.
• such restaurants can operate in limited
space and have small kitchens to finish food
that is semi-prepared elsewhere in central
kitchens.
• the essential features are standard
preparations, standard portion of sizes,
standard décor, friendly waiters and brightly
colored decors.

Casual Dining
• is a relatively new classification of
restaurants where delectable meals are
served in an informal atmosphere yet formal
in presentation.
• people have found this a wonderful
alternative to expensive restaurants in a
hotel.
• the chairs and tables are offbeat yet
selective.

Food Courts
• is a dedicated place for
eating where several fast
food franchises can hire food
booths and set up their
operations to shoppers who
now have a choice of
cuisines under one roof.
• food courts are found in
shopping malls, college
campuses and any other
public place with a large
number of “football”

We will focus on three areas of
the restaurant:
• The Front of the House
• The Back of the House
• The Office

THE FRONT OF THE HOUSE
• this is the part of the operation with which everyone is
familiar because they can see it.
• the front of the house is at once an operating system, a
business place and a social stage setting.
• as an operating system, it is laid out to provide maximum
efficiency to workers and ease of movement to guests.
• as a business, it is a marketplace that provides and
exchange of service for money which requires appropriate
controls.
• as a social place where people not only enjoy their meal but
enjoy one another’s company, good services, and a pleasing
atmosphere.

• the key responsibility of the front of the house is guest
satisfaction, with particular emphasis on personal service.
• the kind of service that should be delivered has a great deal
to do with what the guest wants and expects.
• in FAST-FOOD RESTAURANT, for example, guests expect
economy and speedy service at the counter and self-
service----even to the point of discarding the own used
disposables after they are finished eating. Although there is
emphasis on speed and economy, the guest is still entitled to
expect a friendly greeting, accuracy in order filing, and a
cheerful willingness to handle any problems that occur.
Responsibilities

• in MIDSCALE RESTAURANTS, the table service provided
raises the level of interaction with the guest. Although speed
of service is still usually expected, the success of the guest’s
experience is more dependent on the server’s personal style.
• a grouchy waiter or waitress can ruin a good meal; a
pleasant manner can help out even when things go wrong.
Responsibilities

• in CASUAL and FINE DINING, guest satisfaction and service
requirements have considerably different frame of reference.
• as a rule, casual dining implies a leisurely meal, and that is
even more true for fine dining.
• accordingly, speed is not always as important as the timely
arrival of courses, that is, when the guest is ready.
• the higher the price the guest pays raises the level of service
he or she expects.
Responsibilities

Although service is the most obvious job of the front of the
house, those who work there share in the responsibility for a
good quality food product. This means food isn’t left to get
cold (or baked dry under heat lamps) at a kitchen pickup
station.
If there is an error in the way food is prepared, the front of
the house is where it is likely to show up in a guest complaint.
Employees must be empowered to satisfy guest’s needs.
Because customers represent potential future sales and
powerful word-of-mouth advertising, an unhappy guest is
much more expensive than a lost meal.
Responsibilities

The front of the house is the place where food product and
service are sold and a lot of money changes hands. Control
aspects of the operation that are important involve check
control and cash control.
Guest check control --- being sure that every order taken is
on a guest check --- prevents servers form “going into business
from themselves.”
Responsibilities

From the preceding description of responsibilities, you can
see kinds of tasks performed in the front of the house.
• Greeting the guest
• Taking the order
• Serving food
• Removing the tableware
• Accepting payment and accounting for sales, charge as
well as cash
• Thanking the guest and inviting comments and return
basis.
Tasks

The tasks are performed quite differently in different levels
of restaurants. The hostess or host (in very upscale
operations, the headwaiter or waitress or maitre d’hotel)
greets the guests, shows them to their table, and often,
supervises the service.
Some large, very busy restaurants separate greeting and
seating, with hostesses or hosts from several dining room
(seaters) taking guests to their table after the guests have
been directed to them by the person at the main entrance,
sometimes called the greeter.
Roles

At the opposite end of the scale, in QSRs, the counter
person is the greeter, thus making the smile and personal
greeting there more important than casual observation might
suggest.
The cashier’s main duty is taking money or charge slip form
guest and giving change when the check is paid. In some
smaller operations, however, the cashier doubles as a host or
hostess. The cashier is also sometimes responsible for taking
reservations and making a record for them.
Roles

In the table service operations, the food server takes the
order and looks after the guest’s needs for the balance of the
meal.
Servers are generally assigned to a specific group of table,
called a station. In some restaurants, servers work in teams to
cover a larger station, often with the understanding that only
one of them will be in the kitchen at a time so that at least
one of them will be in the dining room and available to the
guests at all times.
Roles

Front-of-the-house supervision is ideally exercised by the
senior manager on duty. Most managers should be expected
to devote the majority of their time to the front of the house
during meal hours to ensure that guests are served well.
This also enables the manager to greet and speak with
guests. In this sense, the manager is expected to be a public
figure whose recognition is important to the guest---”I know
the manager here.” At the same time, she or he can deal with
complaints, follow up on employee training, and generally
assess the quality of the operation.
Supervision

In larger operations, a dining room manager is delegated
responsibility from the general manager to manage serviced in
a specific area or in the whole front of the house.
In addition to supervising service, manages in the front of
the house have responsibility for supervising cleaning staff
and cashiers, and for opening and closing procedures in the
restaurant.
Supervision

THE BACK OF THE HOUSE
• the back of the house is like a factory.
• food is simply finished and plated by kitchen staff.
• this is true of operations that use a lot of prepared foods
such as portioned steaks or a sandwich operation such a QSR.
• in others, the product is actually manufactured on the
premises or, as we more commonly say, cooked from scratch.

• the principal responsibility of the back of the house is the
quality of the food the guest is served.
• this is a matter not only of food taste but also of food safety
and sanitation. Sanitation, then, is also an extremely
important responsibility.
• cost control with respect to food, labor, and supplies is a
make-or-break responsibility of the back of the house.
• because prompt, timely service is dependent on being able
to get the food out of the kitchen on time, the kitchen has a
major responsibility in service.
Responsibilities

• food production stands out as the predominant work done
in the back of the house.
• controlling quality and cost are usually parallel activities. In
other words, standardized recipes and carefully thought-out
procedures, used consistently, will produce food that has the
correct ingredients, thus ensuring both quality and cost.
• dishwashing and pot washing are not skill jobs, but they are
certainly important work.
• cleanup work is important in both the front and back of the
house, but because it is more clearly related to sanitation,
back-of-the-house cleanup is especially significant.
Tasks

• cooks come not only in sizes and shape but also with varying
skill levels.
• in fine dining, cooking is generally done by people with
professional chef’s credentials, received only after serving a
lengthy apprenticeship.
• dishwashers are often people who have taken the job on a
short-term---and often part-time---basis. Because the job is
repetitive, monotonous and messy, it is not surprising that it
has a high turnover.
Roles

• Food production is headed by a person carrying the title of
chef, executive chef, or food production manager. In smaller,
simpler operations, the title may be head cook or just cook.
• In these latter operations, the general manager and her or
his assistants usually exercise some supervision over cooks, so
it is important that they have cooking experience.
Supervision

• Closing (cleaning up, shutting down, and locking up)
responsibility is very much related to these activities but
deserves separate discussion because of its importance in
relation the sanitation and security.
• the closing manager is responsible for the major cleanup of
the food production areas each day. This person also oversees
putting valuable food and beverage products into secure
storage at the end of the day and locking up the restaurant
itself when all employees have left.
Supervision

THE “OFFICE”
• We have put “office” in quotation marks because it has
many organizational designations, from “manager’s office” to
“accounting office.” The functions relate to the administrative
coordination and accounting in the operation.

THE “OFFICE”
• the office has as its first task administrative assistance to the
general manager and his or her staff. The office handles
correspondence, phone calls, and other office procedures.
• ideally, managers should not be bogged down in this time-
consuming work. It is essential to have office staff to free
managers to manage.
• a second major area of responsibility is keeping the books.
Often, the actual books of account are kept in some other
place, but the preliminary processing of cashier’s deposits,
preparation of payrolls, and approval of bills to be paid are all
included in this function.
Responsibilities and Tasks

THE “OFFICE”
• the manager’s secretary or administrative assistant often
functions as office manager. Independent operators
commonly employ a bookkeeper or accountant full or part
time or use an outside service.
• on the other hand, chains handle most accounting centrally.
Often, the manager is responsible for filling out forms that
serve as the basis for the more formal reports.
Roles

THE “OFFICE”
• clerical and accounting work are usually handled by the
managers themselves. In chains, particularly fast-food chains,
reporting systems become highly automated.
Supervision

Food and Beverage Sector - Tourism

Food and Beverage Sector - Tourism

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