《FoodandBeverageManagment3rdEdition食品和饮料管理第三版》由会员分享，可在线阅读，更多相关《FoodandBeverageManagment3rdEdition食品和饮料管理第三版（43页珍藏版）》请在金锄头文库上搜索。
1、Food and Beverage ManagementFood and Beverage Operations and Management 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersFood and beverages nFood: includes a wide range of styles and cuisine typesnBeverages: includes all alcoholic and non-alcoholic drinks, cold an
2、d hot 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersThe foodservice cycle 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersThe foodservice cyclenCan be used as a basis (framework) to analyse and compare different foodservice
3、operationsnCan be used to help understand how an individual operation works:nDifficulties in one element of the cycle will cause difficulties in the elements that follownDifficulties experienced in one element of the cycle will have their causes in preceding elements 2011 Cousins et al: Food and Bev
4、erage Management, 3rd edition, Goodfellows PublishersStructure of the bookBasedonthefoodservicecycle 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersSystems approachnTwo dimensions:nSystematic approach to the design, planning and control of a food and beverage op
5、erationnThe management of the operating systems within a food and beverage operation 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersComparison of traditional and systems approaches 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows Publis
6、hersManagement of operationsnConcerned with:nThe management of materialsnThe management of informationnThe management of people (customers) 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersFour systems for foodservice1.Food production2.Beverage provision3.Delivery
7、 or the service sequence4.Customer management or the customer process 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersInterrelationship of the four systems of a food service operation 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows Publ
8、ishersDimensions of the hospitality industrys product1.Intangibility2.Perishability3.Variability of output4.Simultaneous production and consumption5.Ease of duplication6.Heterogeneity7.Demand variation8.Difficulty of comparison 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfello
9、ws PublishersSectors of the industrynHotels and other tourist accommodationnRestaurants, popular catering, fast food, takeawaynRetail storesnEvents/banqueting/conferencing/exhibitionsnLeisure attractionsnMotorway service stationsnIndustrial cateringnWelfare cateringnLicensed tradenTransport catering
10、nOutdoor catering (off-premises catering) 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersVariables in foodservice sectors nHistorical backgroundnReasons for customer demandnSize of sectornPolicies: financial, marketing, cateringnInterpretation of demand/catering
11、 conceptnTechnological developmentnInfluences / State of sector developmentnPrimary/secondary activitynTypes of outletsnProfit orientation/cost provisionnPublic/private ownership 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersProfit and cost marketsnProfit marke
12、t - includes hotels, commercial restaurants, pubs, fast food and leisure outletsnCost market - includes catering in business and industry, education, healthcare and the armed forces 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersSummary of foodservice sectors 20
13、11 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersTypes of marketnGeneral marketnNon-captive: customers have a full choicenRestricted marketnCaptive: customers have no choicenSemi-captive: customers have a choice before choosing but then have little choice of food an
14、d drink other than that on offer 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersCustomer is centralnTo the process and as an active participant within itnUnderstanding the customer is critical to the business success of foodservice operations 2011 Cousins et al:
15、 Food and Beverage Management, 3rd edition, Goodfellows PublishersDifferent foodservice operationsnAre designed for the:nNeeds people have at a particular timenRather than for the type of people they arenThe same customer can:nBe business customer during the weeknA member of a family at the weekendn
16、Wanting a quick lunch or snack while travellingnBe organising a special event 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersMain aimnTo achieve customer satisfactionnBy meeting the customers needs:nPhysiologicalnEconomicnSocialnPsychologicalnConveniencenCustome
17、rs may want to satisfy some or all of these needs 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersReasons for a customers choice:nOften determine the customers satisfaction or dissatisfactionnDissatisfaction can come from:nAspects of the food and beverage operati
18、onnAspects beyond the operations controlnEither way the operation has to deal with it 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersPotential dissatisfactionsnControllable by the establishmente.g. scruffy, unhelpful staff, cramped conditionsnUncontrollablee.g.
19、behaviour of other customers, the weather,transport problems 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersProduct augmentationnThe core of the productnThe food and drink provisionnThe tangible elements of the productnThe methods of deliverynAugmentation of the
20、 productnTakes into account the complete packagenCompetition mostly takes place at the augmented level 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersReasons for eating outnConveniencenVarietynLabournStatusnCulture / traditionnImpulsenNo choice 2011 Cousins et a
21、l: Food and Beverage Management, 3rd edition, Goodfellows PublishersMeal experience factorsnFood and drink on offernLevel of servicenLevel of cleanliness and hygienenPerceived value for money and pricenAtmosphere of the establishment 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goo
22、dfellows PublishersThe business environmentnPPoliticalnEEconomicnSSocio-culturalnTTechnologicalnLLegalnEEcological 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersKey influencesnSocial trends/lifestylenAmount of disposable incomenInflation/stagnationnAvailable cr
23、editnCultural factorsnRegulation taxation, VAT, tourism nMedia television, advertising, magazines, celebrity chefs 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersThe micro-environmentAdapted from Porter 2004Porters Five Forces 2011 Cousins et al: Food and Bevera
24、ge Management, 3rd edition, Goodfellows PublishersLegal framework includes:nHealth, safety and securitynLicensing frameworknSelling goods by weights ad measuresnContractsnSelling good by descriptionnAvoiding discriminationnProviding servicesnCustomer property and customer debtnData protection 2011 C
25、ousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersImportant of compliancenPenalties for non-compliance can be severe, both for the business and for the management and staffnImportant that all members of staff contribute to ensuring compliance 2011 Cousins et al: Food and
26、 Beverage Management, 3rd edition, Goodfellows PublishersHealth, safety and securitynDuty to care for all staff and lawful visitors and must not:nSell (or keep for sale) food and beverages that are unfit for people to eatnCause food or beverages to be dangerous to healthnSell food or beverages that
27、are not what the customer is entitled to expect, in terms of content or qualitynDescribe or present food in a way that is false or misleading 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersHealth, safety and securitynA foodservice operator must be able to demons
28、trate that steps have been taken to ensure good food hygiene (due diligence) 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersLicensing frameworknFour key objectives:1.the prevention of crime and disorder2.public safety3.the prevention of public nuisance4.the prot
29、ection of children from harm 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersRequirements include:nDisplay of a summary of the premises licencenDrinks price lists to be displayednRestrictions on under-aged persons being served alcohol and employed to serve alcoho
30、lnThe need for an authorised person (or the personal licence holder) to be on site at all times 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersOther types of licences include:nMusic (live or pre-recorded)nDancingnGamblingnTheatrical performance and television di
31、splaynSupervisor and the staff should be aware of the provisions and limitations of the licences to ensure compliance 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersSelling goods by weights and measuresnGenerally requiresnDisplay of the prices and the measures u
32、sed for all alcohol servednThe food and beverage items for sale to be of the quantity and quality demanded by the customernThe use of officially stamped measures 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersContractnMade when one party agrees to the terms of a
33、n offer made by another party; this can be written or verbalnAll foodservice establishments should be clear on:ncircumstances where the operation may seek compensation from the customerntaking care when dealing with minors (persons under 18) 2011 Cousins et al: Food and Beverage Management, 3rd edit
34、ion, Goodfellows PublishersSelling goods by descriptionnAll food, beverages and other services provided must be:nfit for purpose and of satisfactory quality in relation to price and descriptionnaccurately described in terms of size, quality, composition, production, quantity and standard 2011 Cousin
35、s et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersAnd:nAll statements of price must be clear and accuratenFood, beverages and other services correspond to their descriptionnTimes, dates, locations and nature of service are as promisednBilling is fair, transparent and reflects
36、 the prices quoted 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersTo ensure compliance:nTake care when:nwording menus and wine listsndescribing items to customersnstating if prices include local and/or government taxesndescribing conditions such as cover charges
37、, service charges or extrasndescribing the service provision 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersAvoiding discriminationnActs relating to discrimination on grounds of ethnic origin, race, creed, sex or disabilitynThree types of discrimination:nDirect
38、discriminationnIndirect discriminationnDiscrimination through victimisation 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersProviding servicesnGenerally no specific requirement to serve anyonenImportant to be aware of:nCircumstances where there may be a mandatory
39、 requirement to provide servicesnValid reasons for refusal 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersCustomer property and debtnGood practice to ensure:ncare is taken of customers property in order to minimise potential loss or damagenclear guidance on the
40、procedures to follow if the customer is unable or unwilling to pay 2011 Cousins et al: Food and Beverage Management, 3rd edition, Goodfellows PublishersData protectionnCustomers right to expect that data about them is:nkept securenonly used for the published business purposesnOperations must ensure data is:nKept up to date, fairly, lawfully and securelynNot passed on to third parties without prior consentnAnd that staff are aware of required procedures
