Chapter 7 Distribution Service Functional Subsystem Distribution Service

Chapter 7 Distribution & Service

Functional Subsystem: Distribution & Service l Distribution – involves getting food from production to service. l Service – presentation of food to the customer. © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Distribution in Foodservice Types l Depends on: Type of production system in use l Degree of meal preassembly prior to service l Physical distance between production & service l Amount of time between completion of production until time of service l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Methods of Meal Distribution l Hot Thermal Retention l Hot & Cold Thermal Retention l Cold Thermal Retention/Food Reheating l No Thermal Support © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Methods of Meal Distribution l Hot l Thermal Retention Heated base Pellet l Unitized base l Induction heat base l Insulated components l Heat support cart l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Methods of Meal Distribution l Hot & Cold Thermal Retention Split tray l Match-a-tray l Insulated trays l Insulated components l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Methods of Meal Distribution l Cold Thermal Retention/Food Reheating Refrigerated carts with conduction heat units l Split cart – refrigerated and convection heat l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Methods of Meal Distribution l No l Thermal Support Covered tray © 2004 Pearson

Categories of Service l Includes: Table service l Counter service l Self-service l Tray service l Take-out service l Delivery l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Table Service Common in commercial segment l Service by a waitperson l Hostess, host, or maître d’hôtel is responsible for seating guests. l Methods of table service: l l 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 Foodservice Organizations, 5 th edition Spears & Gregoire

Counter Service l Often found in speed-orientated establishments. l Counter attendant is responsible for: Taking orders l Serving the meals l Busing dishes l Cleaning the counter l Serving as cashier except at peak periods l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Self-Service l Cafeteria service – advanced preparation of most items on-site where self-busing of trays & dishes is common practice. l Buffet service – guests obtain all or a portion of their food from a buffet table. l Vending machines – silent salesman with a built-in cash register. © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Tray Service l Food is carried on a tray to a person by a foodservice employee. l Includes: Healthcare institutions l In-flight meal service in the airline industry l Room service l l Limited contact with the customer by service staff. © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Takeout Service l Allows consumers to purchase food at one location & enjoy that food at a location of their choice. l 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 Foodservice Organizations, 5 th edition Spears & Gregoire

Delivery Service l Involves transporting prepared food items from the foodservice operation to the customer. l Fee often charged for this service. l Important to maintain food temperatures during delivery. © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Total Quality Service l Focuses on zero defect in a product & very little on service quality. l Total customer value – Tangible & intangible experiences by customers doing business with an organization. l Any foodservice operation & its service are only as good as its staff. © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Mystery Shoppers Persons unknown to customers, employees, or managers who eat at a restaurant & evaluate their experiences & those of other customers. l Gives managers a snapshot into the dining experience. l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

The Staff l Staff employees need: l l l 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 l Burnout – emotional exhaustion & loss of enthusiasm for the job. l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

The Special Customer l Includes: Steady customers l Solo diners l Customers with small children l Disabled customers l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Martin’s Patterns of Customer Service Freezer – poor procedural & person service. l Factory – service may be timely & efficient but employees are cold & impersonal. l Friendly Zoo – employees are very friendly, genuine, & caring but service is slow, inconsistent, & disorganized. l Quality Customer Service – both personal & procedural dimensions are handled well. l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Quality Customer Service l l l 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. Continually improve quality service. © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Gracious Problem Solving Process l The service provider: l l l l 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 Foodservice Organizations, 5 th edition Spears & Gregoire

Service Charges l Are not voluntary l A predetermined amount added to each customer’s check. l Are part of the restaurant’s gross receipts and are subject to income tax. l May or may not be given to waitstaff. © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Tipping l Are voluntary l Left by customer in addition to service charges. l Belong to the waitstaff. l Must be reported to all applicable agencies (IRS). © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Service Controls l Elements of effective control: Ensure that all menu items are charged to the customer. l Charge proper prices for menu items. l Assure all checks are accounted for. l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire