Chapter 7

1. Chapter 7 Distribution & Service

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

8. Methods of Meal Distribution • No Thermal Support • Covered tray ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

9. 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

10. 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

11. 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

12. 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

13. 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

14. 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

15. 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

16. 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

17. 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

18. 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

19. The Special Customer • Includes: • Steady customers • Solo diners • Customers with small children • Disabled customers ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

20. 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

21. 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

22. 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

23. 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

24. 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

25. 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