MOUNT KENYA UNIVERSITY

SCHOOL OF HOSPITALITY, TOURISM AND TRAVEL

DEPARTMENT OF HOSPITALITY MANAGEMENT

UNIT TITLE: PRINCIPLES OF FOOD AND BEVERAGE SERVICE

UNIT CODE: DHT 1102

1. SILVIA WANJIKU

2. RACHEL MUTHONI

3. SHANICE

4.
1. Concerns of food and beverage.

a) Consumer and market – existing and future consumer needs and the potential market

being served by the operation.

b) Policy and objectives – the formulation of policies and procedures of the business and

business objectives guides and operational methods that will be used.

c) Planning and design of facilities – the planning, design and operational capability of the

facilities and the plant and equipment required to support the customer service

specification.

d) Monitoring and guest satisfaction – continually checking the extent of which the

operation is meeting customer needs and achieving customer satisfaction.

e) Control of costs – maintaining robust systems for revenue accounting and monitoring the

costs of materials, labor and overhead.

f) Purchasing – developing purchasing, storage and stock control methods to meet the

needs of the food production, beverage provision and other services provided.

g) Production and service – using efficient food production and food beverage service

methods to support the requirements of the customer service specification.

h) Customer service specification – includes the range and type of menu and beverage lists

to be provided as well as other services and service levels offered and prices to be

charged.

2. Different food and beverage operations and their description.

i) Bistro – often a smaller establishment, with tables and bent wood chairs, cluttered décor

and friendly informal staff.

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ii) Cafeteria – primarily self-service operations with customers choosing items from a

counters in varying designs and layouts.

iii) Wine bars – often a mixture of bar and brasserie-style operation, commonly wine

themed, serving a variety of food.

iv) Home delivery – mainly associated with commercial fast food and take away

operations but can include restaurants.

v) Restaurant – term used to cover a wide variety of operations.

Price, level and type of service, décor, styles, cuisine and degree of choice vary

enormously across the range of types of operations.

vi) Take away and fast-food outlets – providing grab and go service (some have sitting

areas). Includes kiosks, chicken and fish concepts.

vii) Public houses/ licensed premises/bars – licensed environment primarily for drinking

alcoholic beverages.

viii) Fine dining – usually formal restaurants with classical preparation and presentation of

food and a high level of table service.

ix) New ware brasserie – slick modern inferior design coupled with similar approaches

to contemporary cuisine and service.

x) Health food and vegetarian restaurants – increasing specialization of operations with

vegetarianism and/ or health foods to meet lifestyles needs as well as dietary

requirements.

3. Factors that might affect a guest meals experience in the restaurant.

i. Food and beverage offers – It includes the range of food and beverage, choice

availability flexibility for special orders and the quality of food and beverage.

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 ii. The level of service - this factor takes into account the importance to the customer

of other services such as booking and account facilities.

iii. The atmosphere of the restaurant i.e. noises level, design, décor, lighting, heating,

furnishings and the smartness of the staff.

iv. Perceived value of money and price of the meal they charge on meals. Customers

have perceptions on the amount they are prepared to spend and relate this to

differing the types of establishments and operations.

v. Level of cleanliness and hygiene - in food service this is how staff handle food.

4. Food service in the restaurant is a combination of several characteristics therefore

list and explain them.

i. Service flexibility – the extent to which alternatives are available and to which

there can be variations in the standard products that are offered.

ii. Standard level of service – the quality of the food and beverage items provide,

décor standard of equipment used and level of staffing professionalism.

iii. Reliability of service – the extent to which the product is intended to be consistent

and its consistency in practice.

iv. Service availability – the opening times and variations in the menu and beverage

list on offer.

v. Service level that you are providing – the intensity of limitations in the personal

attention given to customers.

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5. Explain and give examples

i. Service sequence

It is a structured process that ensures guests have a pleasant dining experience

from the moment they enter the restaurant until they leave. Examples include;

receiving the guests with a smile and greetings, taking the guest to the table,

helping the guest to sit, introducing yourself, serving the napkin, giving the menu,

taking the order and serving the requested items.

ii. Interpersonal skills of food service

These are abilities that enable staff to effectively interact, communicate and build

positive relationships with customer and colleagues.

Examples; communication skills, understanding and responding to customer

needs, handling complaints, adaptability.

iii. Essential technical skills

These are skills used specifically for table service and assisted service. They are

also used when providing other forms of service. Examples;

a) When carrying trays from room service or using a service salver for bar

service.

b) Carrying glasses

c) Carrying and using large trays

d) Carrying plates

e) Using a service plate

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 iv. Product knowledge on the part of the restaurant staff

These refer to the understanding of the menu items, ingredients preparation

methods and other offerings such as beverages. Examples;

a) Knowing menu items thoroughly

b) Being informed about specials and promotions

c) Providing information on portion sizes

d) Understanding preparation methods and cooking times

e) Understanding dietary restrictions and allergens.

6. Explain the following restaurant staff attributes

a) Personal grooming and appearance

The first impression others have of you and are seen as a reflection of the hygiene

standards of the establishment and the quality of service to come. Includes;

a) Staff should avoid any mannerisms that they may have such as running fingers

through their hair, chewing gum, nose picking or scratching their face.

b) Hair should be well tied for the ladies and short kept hair for the gents.

c) Uniform must be clean, starched as appropriate and neatly pressed.

d) Females should only wear light make-up.

b) Interest and effort

Interest refers to a staff members enthusiasm and genuine engagement in their work.

Effort refers to the amount of energy and dedication a staff member puts into their

work and going the extra mile to ensure task are done well even when challenges

arise.

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c) Willingness to serve

It is about being ready and enthusiastic to meet guests’ needs, solve problems.

Readiness and eagerness to staff to meet the needs of customers and provide excellent

service.

d) Safety in the restaurant and hygiene

This attributes encompasses the practices and behaviors that ensure a safe and

hygiene environment for both staff and customers.