The F&B Service Industry

1
The FB Service Industry

• The industry employs an increasing number of
  people (12 million in USA) representing 8 off
  employees..
• People eat more and more out (200 times per year
  in USA).
• Most Popular days to eat for dinner 1. Saturday,
  2. Friday, 3. Sunday, 7. Monday.
• 93 of all Americans eat at least one pizza a
  month.
• Growth in chain and franchising operations.

to be continued
2
The FB Service Industry

• 38 percent of top hospitals in U.S. have fast
  food franchises on-site.
• 75 of all independent owned businesses don't
  survive the first five years, in franchising only
  5 have the same faith. ?

3
Main reasons for restaurant failure

• Shortage in qualified and motivated labor.
• High and increasing competition.
• High management turnover (and owner turnover).
• Rent default (they cannot pay the rent)
• Wrong concept or wrong location for targeted
  customer
• Same concept for a too long time, or lack of
  creativity.
• Decline in unit sales

to be continued
4
Main reasons for restaurant failure

• Poor food and service.
• Inappropriate design.
• Lack of Consistency Inconsistent standards are
  the primary cause of guest dissatisfaction
• Restaurant fails, because the owner isnt there.
• Failure to control costs.
• Improper management lack of marketing
  knowledge.
• Many people get into the restaurant business
  because they would enjoy being a host, they think
  moving into a position of power and becoming very
  visible public figureheads.?

5
Case Study

• Starbucks Cafe in Siirt ?

6
The macro-environment of foodservice business

• Political
• Economic
• Socio-cultural
• Technological
• Legal
• Ecological ?

7
Industry Environment

• Suppliers
• Buyers
• Substitutes
• Industry competitors
• Potential entrants ?

8
Goals Objectives

• Importance
• Economic objectives
• Managerial objectives
• Social responsibility objectives ?

9
Standards in food service operations

• Technical standards portion size, cooking
  method, method of presentation, cover, clealiness
  of items...
• Service standards
• The supervisor should be visible in the room
• The supervisior will visit all tables at least
  once during the customers meal
• Service employee should have positive attitudes
• Servers should be noticely comfortable in their
  roles
• Cooperation between staff should be noticeable

to be continued
10
Standards in food service operations

• Regular customers should be addressed by name.
• All customers should be addressed by name at
  least once during the meal
• Customersneeds will be met
• Procedures including greeting the guests
• Order taking
• Method of service