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Chapter 7. Distribution & Service. Functional Subsystem: Distribution & Service. Distribution – involves getting food from production to service. Service – presentation of food to the customer. Distribution in Foodservice Types. Depends on: Type of production system in use

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Chapter 7 l.jpg

Chapter 7

Distribution & Service


Functional subsystem distribution service l.jpg
Functional Subsystem: Distribution & Service

  • Distribution – involves getting food from production to service.

  • Service– presentation of food to the customer.

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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Distribution in Foodservice Types

  • Depends on:

    • Type of production system in use

    • Degree of meal preassembly prior to service

    • Physical distance between production & service

    • Amount of time between completion of production until time of service

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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Methods of Meal Distribution

  • Hot Thermal Retention

  • Hot & Cold Thermal Retention

  • Cold Thermal Retention/Food Reheating

  • No Thermal Support

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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Methods of Meal Distribution

  • Hot Thermal Retention

    • Heated base

      • Pellet

      • Unitized base

      • Induction heat base

    • Insulated components

    • Heat support cart

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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Methods of Meal Distribution

  • Hot & Cold Thermal Retention

    • Split tray

    • Match-a-tray

    • Insulated trays

    • Insulated components

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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Methods of Meal Distribution

  • Cold Thermal Retention/Food Reheating

    • Refrigerated carts with conduction heat units

    • Split cart – refrigerated and convection heat

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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Methods of Meal Distribution

  • No Thermal Support

    • Covered tray

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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Categories of Service

  • Includes:

    • Table service

    • Counter service

    • Self-service

    • Tray service

    • Take-out service

    • Delivery

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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Table Service

  • Common in commercial segment

  • Service by a waitperson

  • Hostess, host, or maître d’hôtel is responsible for seating guests.

  • Methods of table service:

    • American-style –food is plated in kitchen & then presented to the guest.

    • French-style – food is prepared at the table.

    • Family-style – food is brought to the table on platters or bowls & then passed around the table.

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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Counter Service

  • Often found in speed-orientated establishments.

  • Counter attendant is responsible for:

    • Taking orders

    • Serving the meals

    • Busing dishes

    • Cleaning the counter

    • Serving as cashier except at peak periods

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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Self-Service

  • Cafeteria service – advanced preparation of most items on-site where self-busing of trays & dishes is common practice.

  • Buffet service – guests obtain all or a portion of their food from a buffet table.

  • Vending machines – silent salesman with a built-in cash register.

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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Tray Service

  • Food is carried on a tray to a person by a foodservice employee.

  • Includes:

    • Healthcare institutions

    • In-flight meal service in the airline industry

    • Room service

  • Limited contact with the customer by service staff.

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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Takeout Service

  • Allows consumers to purchase food at one location & enjoy that food at a location of their choice.

  • Home meal replacement – food items are packaged & sold as meals for consumption in the home.

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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Delivery Service

  • Involves transporting prepared food items from the foodservice operation to the customer.

  • Fee often charged for this service.

  • Important to maintain food temperatures during delivery.

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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Total Quality Service

  • Focuses on zero defect in a product & very little on service quality.

  • Total customer value – Tangible & intangible experiences by customers doing business with an organization.

  • Any foodservice operation & its service are only as good as its staff.

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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Mystery Shoppers

  • Persons unknown to customers, employees, or managers who eat at a restaurant & evaluate their experiences & those of other customers.

  • Gives managers a snapshot into the dining experience.

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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The Staff

  • Staff employees need:

    • Knowledge of service procedures

    • A friendly & concerned-for-customer attitude

    • Ability to perform the needed service tasks

  • Cross-training – training employees to work more than one area

  • Burnout – emotional exhaustion & loss of enthusiasm for the job.

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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The Special Customer

  • Includes:

    • Steady customers

    • Solo diners

    • Customers with small children

    • Disabled customers

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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Martin’s Patterns of Customer Service

  • Freezer – poor procedural & person service.

  • Factory – service may be timely & efficient but employees are cold & impersonal.

  • Friendly Zoo – employees are very friendly, genuine, & caring but service is slow, inconsistent, & disorganized.

  • Quality Customer Service – both personal & procedural dimensions are handled well.

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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Quality Customer Service

  • Understand customer procedural & personal service expectations.

  • Establish a quality service culture & leadership climate.

  • Institute clear & concise service-delivery standards.

  • Incorporate service standards into organizational systems.

  • Assess progress & reward successes.

  • Continuallyimprove quality service.

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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Gracious Problem Solving Process

  • The service provider:

    • LISTENS carefully to the complaint or problem.

    • REPEATS the complaint or problem.

    • APOLOGIZES to the customer.

    • ACKNOWLEDGES the guest’s feelings.

    • MAKES problem-solving a two-way process.

    • EXPLAINS what action can be taken.

    • SAYS “thank you” to the guest for bringing the problem to their attention.

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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Service Charges

  • Are not voluntary

  • A predetermined amount added to each customer’s check.

  • Are part of the restaurant’s gross receipts and are subject to income tax.

  • May or may not be given to waitstaff.

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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Tipping

  • Are voluntary

  • Left by customer in addition to service charges.

  • Belong to the waitstaff.

  • Must be reported to all applicable agencies (IRS).

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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Service Controls

  • Elements of effective control:

    • Ensure that all menu items are charged to the customer.

    • Charge proper prices for menu items.

    • Assure all checks are accounted for.

©2004 Pearson Education, Inc.

Upper Saddle River, New Jersey 07458


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