HISTORY OF FOOD SERVICE
ORGANIZATIONS
Group 1 Presentation
Lesson 1: History
of Food Service
Hospitality is probably the most diverse but specialized
industry in the world. It is certainly one of the largest,
emploving millions of people in a bewildering array of jobs
around the globe. Sectors range from the glamorous five-star
resort to the less fashionable, but arguably more specialized,
institutional areas such as hospitals, industrial outfits, schools
and colleges. Yet of these many different sectors, foodservice
has to be the most challenging. Whatever the size, of the
foodservice operation, the variety of opportunities available
is endless. "The sky is the limit with foodservice."
From the street vendors and caterers of ancient Rome
to the modern food service industry, food service
skills have traditionally been taught through
apprenticeship. Many colleges offer food service
management programs, but 66 percent of people
currently working as servers and managers hold a
high school diploma or less and were trained on the
job. Sweeping changes in how food is shipped stored
and prepared mean that food service managers need
to use the newest technological resources and to
balance cost-cutting and effective food storage with
the public demand for fresher food with fewer
additives and preservatives.
But where did it all began this
word restaurant and its
etymology?
This word was said to be credited to the famous Monsieur
Boulanger, the father of the modern restaurant, who sold soups
at his all-night tavern on the Rue Bailleul. He called these soups
restorantes (restoratives), which is the origin of the word
restaurant. The term restaurant (from the French restaurer, to
restore) first appeared in 16" century, meaning "a food which
restores," and referred specifically to a rich, high flavoured
soup. However, Boulanger was hardly content to let his culinary
of sheep's feet in a white sauce. The traiteurs guild sued, and the
case went to the repertoire rest there. In 1767, he challenged the
traiteurs monopoly by creating the French Parliament.
Boulanger won, and soon his restaurant, Le Champ d'Oiseau,
was restoring hundreds of hungry patrons with its succulent,
well-prepared dishes.
But where did it all began this
word restaurant and its
etymology?
In 1782, The Grand Tavern de Londres, a true restaurant, opened o the Rue de
open Richelieu; three years later, Aux Trois Fveres Provencaux opened near
the Palais-Royal The French Revolution in 1794 literally caused heads to roll-
so much so that the chefs to the former nobility suddenly had no employment.
Some stayed in France to restaurants and some went to other parts of Europe;
many crossed the Atlantic to America, especially to New Orleans, the only
truly French corner of the New World. Almost all went into the restaurant
business.
Restaurants then spread rapidly across the world, with the first in the United
States (Jullien's Restarator) opening in Boston in 1794. The oldest restaurant
with contiguous operation in the United States, Union Oyster House is also in
Boston and has been open since 1826. most restaurants continued on the
standard approach of providing a shared meal on the table to which customers
would then help themselves (Service a la francaise, commonly called "family
style" restaurants), something which encouraged them to eat rather quickly.
Other options of foodservice operations also emerged in
different parts of the continent, some were left behind
but eventually it was discovered.
Mr. Joseph Horn and Mr. Frank Hardart launched their restaurant empire in
1888 in a tiny 15 stool lunchroom in central Philadelphia with $1,000
borrowed from a family member and a recipe for coffee. This was the first
automat.
While most Americans think of fast food in terms of modern chain
restaurants, food historians like to remind us the first "fast food" restaurants
were thermopolium, operated by Ancient Romans. According to John
Mariani, American food historian, the phrase "fast food" was first coined by
George G. Foster in 1848. It did not become popular, however, until the
1960s when chain restaurants proliferated.
According to the food historians, bistros are offshoots of cafes. The menu is
generally the same. The difference? Bistros (Russian for quick) are quick
service; cafes are more leisurely establishments.
According to the current edition of Larousse Gastronomique (p. 194-5), the
first cafes (defined generally as places selling drinks and snacks) was
established in Constantinople in 1550. It was a coffee house, hence the word
"cafe."
J Williard Marriott was one of the earliest in flight caterers as a result of
innovative actions by William Kahrl, the manager of a new Marriott Hot
Shoppe across the road from Washington's Hoover Airport (now Washington
National Airport) in the late 1930s.
Alongside the railroad station, sometimes part of it, the Harvey House made
its appearance-the first one in 1876, at Topeka. Soon there was one at every
larger railroad stop. Harvey employed pretty, polite, white-aproned. and
very competent waitresses, who lived on the premises. This was the first
railroad operation
Salad bars first appeared in the late 1960's in mid-rise restaurants like Steak
and Brew, featuring bon fide salad fixings to keep customers busy and
happy until the real food came.
Americans had developed a great appetite for beef by the turn of the century,
and after Detroit meat-packer G.H. Hammond brought out the refrigerated
railway car in 1871, chilled carcasses became readily available in the East,
though fresh beef was still not common in the outer reaches of the western
frontier. Hence, the first steakhouses.
Classification of
F&B Service Facilities
As of today,food and beverage service facilities vary
as different concepts arise a from food kioks to
luxurious fine dining facilities. These facilities come
in a different forms and sizes which will be
discussed below.
Food and beverage service is a dynamic industry
covering a wide range of job roles. Food and
beverage service facilities could be best described as
a catering establishment. A catering establishment is
an organization that provides food and beverages to
its patrons or clientele. Basically,there are two types
of catering establishment, the primary and the
secondary catering establishments.
Lesson 2: Primary
Catering Facilities
These types of establishment are primarily concerned with
the provision of food and beverage service. Their main
purpose for existence is to offer food and beverages.
Types of primary catering
facilities
[Link]- its main purpose is to provide accomodation. But
alongside the need for accomodation,is the need for the
provision of food, beverages and other service. Many
foodservice establishment can also be found within a hotel,
(specially a five star). Some of these are the coffe shops, room
service, banquets, specially restaurants,grill rooms and cocktail
bars.
2. Restaurants-Basically, this establishment is devoted to
serving only food and beverages although other concepts have
also been introduced in the business itself.
Types of primary catering
facilities
A. Coffee shops-they offer coffe,snacks and often
light meals,through to supper items. They require
fast service for the fast turnover of their guests.
B. Fast Food Restaurants- also called quick service
restaurants, it caters to people on the go (or working)
requiring fast, economical and portable foods.
Types of primary catering
facilities
C. Casual Dining Restaurants - Also called bistros appearance
and atmosphere provide an environment for casual dining
where foods are served with waited table service.
[Link] and pubs - these establishment are geared to provide
service of all types of alcohol with an emphasis in draught
beer and good music.
E. Fine Dining Restaurants - these type of establishment
required highly skilled employees for the superb service they
offer,gearing up on ambiance.
Outdoor Catering - also called off premise catering,this means
catering to a large number of people at a venue of their choice,
usually not within the establishment's premises
Secondary Catering
Facilities
In this type, the provision of food and beverages is part of
another business, so basically this is an allied or support system
of the business itself.
Secondary Catering
Facility
1. Club Catering - this refers to the provision of food and
beverages to a restricted clientele (club members).
2. Transport Catering-refers to the provision of food and
beverages to passengers, before, during and after a journey on
different transport vehicles.
A. Airline catering - caters to airline passengers on flights
Secondary Catering
Facilities
B. Railway catering - caters to railway passengers on trains.
C. Ship catering - caters to passengers travelling on sea.
D. Surface catering - caters to passengers travelling by
surface transport such as buses and private vehicles.
Secondary Catering
Facilities
3. Welfare Catering - provision of food and beverages to
people to fulfil a social need, determined by a recognized
authority
4. Industrial Catering - provision of food and beverages to
people at work, in industries and factories at highly
subsidized rates.
5. Leisure-Linked Catering - provision of food and beverages
to people engaged in leisure.
Lesson 3: Supervision &
Organizational Hierarchy for
Restaurant Operations
• FOOD AND BEVERAGE MANAGER -usually responsible for the success of the food and beverage
operations from a business point of view. He or she will be responsible for such matters as compiling the
menus (in consultation with the kitchen) to make sure that the required profit margins are achieved,
purchasing food and beverage items, and staff recruitment and training.
• RESTAURANT MANAGER - Responsible for the work of the staff within the restaurant and for
seeingthat thepolicies of theF & B Manager arecarried out.
• HEAD WAITER/SUPERVISOR (Maitred'Hotel) – responsible for all the service staff in the restaurant
and for seeingthat all the preparations, services and clearing is efficiently carried out. In smaller
establishments,he/she may also be responsiblefor taking reservations and for treatingandseatingguests
• STATION/CAPTAIN WAITER (Chef de Rang) – responsible for the service of the station, or group of
tables. He/She takes the orders and carries out the service at the table of the station, assists large
establishment by less experienced andless knowledgeable staff.
• WAITER -perform duties such as plate's service of dishes and the service of sauces, sometimes assisted
in the simplest tasks by a trainee.
• COMMIS/TRAINEE- The assistant of the waiter in serving the guests.
• WINE WAITER/SOMMELIER (Chef de Vin) - Responsible for the service of all alcoholic drinks to the
tables. He/She must have thorough knowledge of the wines.
• RECEPTIONISTS- Responsible to welcome and greet the customers at the entrance and escort them to
their table.
• BARTENDER - He prepares/services beverages accordingto prescribed standards
• BARISTA - He is responsible for the service of coffee.
• In the classical service, There are only three members of the service team; the busser, the
server, and the explain.
• [Link] -basically, the busser is responsible for the following:
• a. The setup of the station
• b. Water, tea and coffee service
• . [Link] and butter service.
• d. Clearing of soiled dishes, glassware and flatware from the tables.
• e. Resetting of tables.
Duties and Responsibilities:
A. Clean, wipe, and stock the side stand before service with all supplies needed by the team
during service.
[Link], clean and wipe silverware for theteam.
C. Arrange the tables in a proper position in station: arrange chairs proper position and 24inches
from the edge of the tables
[Link] the prompt, courteous service of all guests.
[Link] water to guests on request
F. Refill low or empty water glasses automatically, without requested to do so by either the
guest or the captain
G. Obtainbreadandbutter for guests ateachtableas soon as they are seated.
[Link] the adequate ice water,hot coffee, and hot tea are available on the station
during service.
[Link] tables,using the right hand and stacking the dishes lefthand.
J. Use a napkin to cover trays of dirty dishes: flatware and glass being carried into the
kitchen, so that the customers do not see china and glassware,
K. Clear and reset tables as guests leave.
L. Change table in ensuring service without baring the table
M. Crumbtables as required between courses.
2. Server - servers are sales representatives, Servers are complete service of food and
beverage, catering to all guest needs. Their fob consists of three major aspects
a. Represent the operation to the public
b. Sell foods and beverages and the dining experience to the guests.
c. Deliver what they promised (service skills).
Duties and Responsibilities:
[Link] and clear food and beverages quietly and professionally in a timely manner, and
use proper serving and clearing techniques.
[Link] the setting of proper silverware before the arrival of the food item requiring such
silverware.
[Link] food unders into the electronic point sale terminal and communicate special orders
in person to the kitchen.
D. Obtaindrinks (front server) and food (back server), assisting other members of the team.
E. Maintain good grooming and personal hygiene.
F. Communicate, cooperate, and coordinate actions with the team members and all other
members of the front and back of the house to ensure professional customer service.
G. Check for personal supplies:
• Corkscrew
• Retractable ballpoint pens
• Table Crumber
• Note pad
• Dupepad
3. Captain- as a leader of the team, the captain primarily responsible for ensuring that the guests
receive proper service, enjoy their meal and want to return. The captain achieves this goal by
providing guests with highest possible standard in service. Duties and Responsibilities:
A. The captain must be personable, be a people person, and be able to "read guests minds" -
being at the table before they even wave their hands to get attention.
B. The captain must know the menu in detail - the ingredients, preparation, sauces, garnishes -
so as to be able to answer the guest questions and sell the food better.
C. The suggestive selling of items such as specials, wines, liquors, and desserts is a prime
responsibility of the captain, increasing both check averages and tips.
D. Another part of the captain's jo bis to ensure an orderly and staggered seating of the station so
the team can properly serve all customers. Captains are held responsible for the servicing of all
guests in their station, and there fore they must know where all team members are at all times,
what they are supposed to doing and approximately how long each task would take
Restaurant
Hierarchy
Lesson 4: Attributes of food and
beverage
service personnel
Objectives
At the end of the chapter, the student should beable to:
• list the attributes of the food and beverage service personnel and
their relevance to the industry
• Understand the responsibilities of the food and beverage service
personnel; and
• Discuss the significance of the quality of salesmanship among all
food and beverage service personnel
Customers judge the restaurant, bar, or hotel not only by the quality
of food and facilities, but also by the kind of people who serve them.
The service personnel reflects the image of the company. They must
therefore carry themselves in a professional manner to make a good
expression
Professionalism isaquality that is projected in terms of:
1. Physical projection — Appearance, poise, posture, and body language
25%
a. It is advisable to require employees to wear uniform.
75%
b. Always carry a pleasant smile and positive disposition so that the
others will feel more comfortable and ease with you.
c. They must always be clean; hands are free with nicotine stains and
with clean and well trimmed-nails.
d. Staff should try to avoid any mannerisms they have.
2. Verbal Projection — the quality of speech diplomacy and tact in the words
and expression used, including tone, volume, and non-verbal projections.
a. Speak with clarity and check if you are understood wherever
sending a message.
b. Speak in an audible, relaxed, and natural manner, and maintain
conversational tone and volume.
c. Observe the right speed, not too fast, not too slow.
d. make it a habit to use magic words like "May I","Do you Mind", "Please" and "I'm sorry."
e. Be honest and accurate in giving information. Do not bluff.
3. Conduct and Behavior — practice of the basic courtesy,
tolerance and difficult guests and customers, compliance to
service standards.
Specifically, a waiter/food server shouldalso consider
the following points in servingaguest:
• Dress - The waiter is responsible for keeping his uniform in good repair
and for having it cleaned and serviced. The uniform should be
tailored properly, should conform to the other uniforms worn in the
dining room. Shoes must be shined, shirts starched, collar unfrayed,
socks cleaned and matching.
•Grooming- A waiter who acts contrarily is, in effect, making a management
decision on what clientele the operation should attract. Female
employees have more latitude, but their hairstyle should be generally
simple, easy to care for, and easy to clean.
• Personal Hygiene- Food and beverage personnel are cleaned and look clean.
Hands and nails which are close to the guest's food have to be absolutely
spotless. Long nails are unacceptable, as they look bizarre and require
almost constant cleaning. Perfumes, strong after-shave lotions, and
strong smelling hair oils should not be used.
• Etiquette
— General politeness and amiability are obviously expected of food
and beverage personnel. All remarks such as"thank you" and "good morning"
should include the guest's name, title, or the word "sir" or "madam"
— When addressing persons with titles, for example, in a luxury
hotel or at a banquet, the general rule is to use the title or the form
most polite in greeting. For example, an ambassador is referred to
as"your Excellency" when greeting him: "good evening, your Excellency. "
— A cardinal is addressed as Your Eminence. All others including
knights (Sir...), judges, military officers, priests are addressed as
"sir,"not as "judge" or"captain."
— in formal dining rooms, it is also polite to refer to the guest in the third person. although this
not necessary. "Would you like another cocktail, str?" is appropriate as "Would the gentleman like
another cocktail?"
• Costumer Satisfaction
— In a competitive marketplace, customer satisfaction is seen as a key
differentiator. By measuring and tracking customer satisfaction you can put new
processes in place to increase the overall quality of your customer service.
Customer satisfaction is the metric you can use to reduce customer churn for your
business.
• In the dining room
— While waiting for the dinner and even while eating, customers
notice dining room personnel. They make no complaints about
many things that they observe and do not like.
Unpleasant habit:
1. Yawning
2. Grouping
3. Mannerisms like nail biting, across arms and lip biting
4. Using sign language with unwanted facial expressions
5. Shouting, giggling, and horse playing
6. Daydreaming
7. Putting hands on pockets
8. Leaning on walls, tables and chairs
9. Staring look
10. Chewing gum
11. Demand for tip
12. Counting tip in view of customers
13. Bluffing customers
14. Reading newspaper or magazines
15. Use of rude or insulting language
16. Leaving ones station longer than necessary
GROUP 1
MEMBER:
Grace Ann A. Guevarra-Leader John Ceena Zapata
Geiyan Aldon Leah Nuguid
Jezerelle Mendoza Myra Delos Santos
Ella Mae Llacer Jhamil Tristan Maderazo
THE END
THANK YOU!
