Food and Beverage Managment 3rd Edition 2011：食品和饮料管理第三版2011

1、Food and Beverage ManagementFood and Beverage Operations and ManagementFood and beverages Food: includes a wide range of styles and cuisine typesBeverages: includes all alcoholic and non-alcoholic drinks, cold and hotThe foodservice cycleThe foodservice cycleCan be used as a basis (framework) to ana

2、lyse 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 eleme

3、ntsStructure of the bookBased on the foodservice cycleSystems approachTwo 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 operationComparison of traditional and systems approachesMan

4、agement of operationsConcerned with:The management of materialsThe management of informationThe management of people (customers)Four systems for foodserviceFood productionBeverage provisionDelivery or the service sequenceCustomer management or the customer processInterrelationship of the four system

5、s of a food service operationDimensions of the hospitality industrys productIntangibilityPerishabilityVariability of outputSimultaneous production and consumptionEase of duplicationHeterogeneityDemand variationDifficulty of comparisonSectors of the industryHotels and other tourist accommodationResta

6、urants, 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 backg

7、roundReasons 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 ownershipProfit an

8、d cost marketsProfit market - includes hotels, commercial restaurants, pubs, fast food and leisure outletsCost market - includes catering in business and industry, education, healthcare and the armed forcesSummary of foodservice sectorsTypes of marketGeneral marketNon-captive: customers have a full

9、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 offerCustomer is centralTo the process and as an active participant within itUnderstanding the customer is critical to the bu

10、siness success of foodservice operationsDifferent foodservice operationsAre 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 wh

11、ile travellingBe organising a special eventMain aimTo achieve customer satisfactionBy meeting the customers needs:PhysiologicalEconomicSocialPsychologicalConvenienceCustomers may want to satisfy some or all of these needsReasons for a customers choice:Often determine the customers satisfaction or di

12、ssatisfactionDissatisfaction can come from:Aspects of the food and beverage operationAspects beyond the operations controlEither way the operation has to deal with itPotential dissatisfactionsControllable by the establishmente.g. scruffy, unhelpful staff, cramped conditionsUncontrollablee.g. behavio

13、ur of other customers, the weather,transport problemsProduct augmentationThe 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 lev

14、elReasons for eating outConvenienceVarietyLabourStatusCulture / traditionImpulseNo choiceMeal experience factorsFood and drink on offerLevel of serviceLevel of cleanliness and hygienePerceived value for money and priceAtmosphere of the establishmentThe business environmentPPoliticalEEconomicSSocio-c

15、ulturalTTechnologicalLLegalEEcologicalKey influencesSocial trends/lifestyleAmount of disposable incomeInflation/stagnationAvailable creditCultural factorsRegulation taxation, VAT, tourism Media television, advertising, magazines, celebrity chefsThe micro-environmentAdapted from Porter 2004Porters Fi

16、ve ForcesLegal framework includes:Health, safety and securityLicensing frameworkSelling goods by weights ad measuresContractsSelling good by descriptionAvoiding discriminationProviding servicesCustomer property and customer debtData protectionImportant of compliancePenalties for non-compliance can b

17、e severe, both for the business and for the management and staffImportant that all members of staff contribute to ensuring complianceHealth, safety and securityDuty 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

18、 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 misleadingHealth, safety and securityA foodservice operator must be able to demonstrate that steps

19、 have been taken to ensure good food hygiene (due diligence)Licensing frameworkFour key objectives:the prevention of crime and disorderpublic safetythe prevention of public nuisancethe protection of children from harmRequirements include:Display of a summary of the premises licenceDrinks price lists

20、 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 timesOther types of licences include:Music (live or pre-recorded)DancingGamblingTheatrical performance and tele

21、vision displaySupervisor and the staff should be aware of the provisions and limitations of the licences to ensure complianceSelling goods by weights and measuresGenerally requiresDisplay of the prices and the measures used for all alcohol servedThe food and beverage items for sale to be of the quan

22、tity and quality demanded by the customerThe use of officially stamped measuresContractMade 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 fro

23、m the customertaking care when dealing with minors (persons under 18)Selling goods by descriptionAll 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, produc

24、tion, 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 quotedTo ensure compliance:Take care w

25、hen: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 provisionAvoiding discriminationActs relating to discrimination on grounds of ethnic origin, race, creed, s