food and beverages

Assessment Information COMMONWEALTH OF AUSTRALIA Copyright Regulations 1969 This material has been reproduced and communicated to you by or on behalf of Kaplan Business School pursuant to Part VB of the Copyright Act 1968 (‘Act’). The material in this communication may be subject to copyright under the Act. Any further reproduction or communication of this material by you may be the subject of copyright protection under the Act. Kaplan Business School is a part of Kaplan Inc., a leading global provider of educational services. Kaplan Business School Pty Ltd ABN 86 098 181 947 is a registered higher education provider CRICOS Provider Code 02426B. Assessment Information Subject Code: HAT302 Subject Name: Food and Beverage Management Assessment Title: Length: Menu Review and Redesign 600 words (+/- 10% allowable range) Weighting: 30% Total Marks: Submission: 100 Online via Turnitin Due Date: Week 6 (Monday 21st of August 2017, 15:55PM AEST) . Assessment Description . The purpose of this individual assignment is to develop student skills in understanding the role of menu planning and its importance in successful Food and Beverage operations. This will enable you to learn the fundamental evaluation skills and will foster further understanding of hospitality services. Individually, you are required to review a menu from any food and beverage outlet that you frequently visit. In your review you must consider the following aspects: 1. Provide a brief review of the selected food and beverage outlet and identify its current menu concept. 2. Identify and evaluate the number of items, menu classifications, the variety of items, and item’s nutritional value. 3. Identify the potential issues in the menu design and propose an alternative menu concept. Justify the reason behind your proposed redesign. 4. Redesign the menu by creating a blueprint. In preparing your menu review, you will need to reference at least 12 sources of information. These may include corporate websites, government publications, industry reports, census data, journal articles, and newspaper articles. Your menu review and redesign document MUST follow a professional structure: Title Page Brief overview (200 words) Menu Review (400 words) Redesigned menu blueprint (attach an image of the redesigned menu) Reference List (you must apply Harvard Referencing Style) . Assessment Information COMMONWEALTH OF AUSTRALIA Copyright Regulations 1969 This material has been reproduced and communicated to you by or on behalf of Kaplan Business School pursuant to Part VB of the Copyright Act 1968 (‘Act’). The material in this communication may be subject to copyright under the Act. Any further reproduction or communication of this material by you may be the subject of copyright protection under the Act. Kaplan Business School is a part of Kaplan Inc., a leading global provider of educational services. Kaplan Business School Pty Ltd ABN 86 098 181 947 is a registered higher education provider CRICOS Provider Code 02426B. . Assignment Submission Students must submit their menu review and redesign via Turnitin on Monday 21st of August 2017, 15:55PM AEST This file must be submitted as a ‘PDF’ document to avoid any technical issues that may occur from incorrect file format upload. Uploaded files with a virus will not be considered as a legitimate submission. Turnitin will notify you if there is any issue with the submitted file. In this case, you must contact your lecturer via email and provide a brief description of the issue and a screen shot of the Turnitin error message. You are also encouraged to submit your work well in advance of the deadline to avoid any possible delay with the Turnitin similarity report or any other technical difficulties that may occur Late assignment submission penalties Penalties will be imposed on late assignment submissions in accordance with Kaplan Business School “late assignment submission penalties” policy. Number of days Penalty 1* – 9 days 5% per day for each calendar day late deducted from the total marks available 10 – 14 days 50% deducted from the total marks available. After 14 days Assignments that are submitted more than 14 calendar days after the due date will not be accepted and the student will receive a mark of zero for the assignment(s). Note Notwithstanding the above penalty rules, assignments will also be given a mark of zero if they are submitted after assignments have been returned to students *Assignments submitted at any stage within the first 24 hours after deadline will be considered to be one day late and therefore subject to the associated penalty For more information please read the full policy via http://ift.tt/2u9zw23 . COMMONWEALTH OF AUSTRALIA Copyright Regulations 1969 This material has been reproduced and communicated to you by or on behalf of Kaplan Business School pursuant to Part VB of the Copyright Act 1968 (‘Act’). The material in this communication may be subject to copyright under the Act. Any further reproduction or communication of this material by you may be the subject of copyright protection under the Act. Kaplan Business School is a part of Kaplan Inc., a leading global provider of educational services. Kaplan Business School Pty Ltd ABN 86 098 181 947 is a registered higher education provider CRICOS Provider Code 02426B. HAT302 Assessment Marking Rubric – Menu Review and Redesign 30% Criteria HD (High Distinction) 85%-100% DN (Distinction) 75%-84% CR (Credit) 65%-74% P (Pass) 50%-64% NN (Fail) 0%-49% Menu Review and Evaluation /40 You accurately and articulately evaluate and interpret specific Food and Beverage information You thoroughly evaluate and interpret Food and Beverage information You sufficiently evaluate and interpreted most of the Food and Beverage information You briefly evaluate some of the Food and Beverage information and your interpretation is not always relevant Your evaluation lacks depth, and your interpretation is not relevant Redesigned menu blueprint /30 Immense thought and creativity has been invested in the menu blueprint, resulting in a work that is of a professional standard The blueprint is evidently creative and, with some minor editing, would be fit for presentation to a professional audience There are some signs of creativity in this menu blueprint but quite a bit of further work is required to raise it to a professional standard There is little evidence of creativity in this menu blueprint but at least it clearly conveys the messages required in this assessment There is limited to no creativity in this menu blueprint and, further, it is unclear how its content relates to the assessment criteria Review Format /30 Score Out of 100 Correct grammar and spelling throughout the review with no obvious errors There is an obvious and logical connection between your statements, enhancing the structure, synthesis, credibility, and readability of your review Your brief is professionally presented and exceeds expectations in what is evidently suitable for a highgrade commercial environment In-text referencing and the resultant reference list are correct, with no errors Errors in grammar and spelling are rare There is a logical connection between your statements, adding to the readability and credibility of your review Your review is professionally presented and has been submitted in the appropriate format In-text referencing and the resultant reference list are correct, with only the occasional minor error Mostly correct grammar and spelling are very good but with occasional errors Ideas/themes have been developed, but connections are not always obvious. The format chosen for your brief is appropriate but some improvements would enhance its presentation Mostly correct in-text referencing and reference list with minor errors throughout and the occasional major error Even though grammar and spelling are an issue, they do not detract very much from the readability of your review Ideas/themes have been developed, but your composition lacks connections and integration. The format chosen for your review is appropriate, but major improvements would enhance its presentation An earnest attempt at in-text referencing is obvious but there are major errors Spelling and/or grammar is consistently incorrect, impacting on the flow and readability of your review Ideas/themes have not been developed The format chosen for your review lacks thought and consideration for the intended audience In-text referencing and/or reference list is mostly incorrect or non-existent Feedback and Grades will be released via Turnitin

HAT302 Food and Beverage Management Introduction to Hospitality and Food and Beverage Systems Lecture 1 Copyright Notice COPYRIGHT COMMONWEALTH OF AUSTRALIA Copyright Regulations 1969 WARNING This material has been reproduced and communicated to you by or on behalf of Kaplan Higher Education pursuant to Part VB of the Copyright Act 1968 (the Act). The material in this communication may be subject to copyright under the Act. Any further reproduction or communication of this material by you may be the subject of copyright protection under the Act. Do not remove this notice Icon Meaning Activity Take notes These are important points and you should take notes. You will be required to know this information. Individual Activity Students complete an individual task. Group Activity Students discuss/ complete activities in groups and report back to the class. Research required You will need to research this and do some reading before the next class. Important Concept You MUST understand this concept to successfully complete the subject. Seek help if you don’t understand. Practice Questions Students will complete these questions as practice for the exam. Learning Objectives 1. Identify sectors of the Food and Beverage Industry 2. Understand and discuss the Foodservice Cycle 3. Understand the Food and Beverage Operations and its variables 4. Understand the Meal Experience and Customer Service 5. Identify food production and beverage service methods 6. Explore the Food and Beverage personnel This Topic’s Big Idea “The international foodservice industry provides millions of meals a day in a wide variety of types of operation” In your opinion: What is Foodservice Industry? Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. The F&B Sectors Food can include a wide range of styles and cuisine types These can be classified by country, for example: – British – Italian – Greek – Indian – Chinese By type of cuisine for example, oriental By a particular speciality such as fish, vegetarian or health food. Food can include a wide range of styles and cuisine types Beverages include all alcoholic and non-alcoholic drinks Alcoholic beverages: Non-alcoholic beverages: Wines Spirits Liqueur Beers and ciders Cocktails Mineral waters Juices Squashes and aerated waters Tea and Coffee Chocolate Milk based drinks Mocktails Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. The F&B Sectors (Cont.) Industry Sector F&B Purpose International Terminology Hotels and other tourist accommodations Provision of F&B together with accommodation services Hotel, motel and other tourist accommodation Lodging Industry Restaurants Provision of F&B, generally at a higher price Popular catering including cafés, pizza, grills, specialist coffee shops, roadside restaurants and steak houses Provision of food and drink, generally at low/ medium price with limited levels of service and often high customer throughput Separate eating and drinking places Categories usually defined by reference to three criteria: 1. level of service, e.g. quick service to full service or fine dining 2. extent of menu, e.g. limited to full 3. price range, e.g. low to high Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. The F&B Sectors (Cont.) Industry Sector F&B Purpose International Terminology Fast food including McDonald’s and Burger King Provision of food and drink in highly specialised environment, characterised by high investment, high labour costs and vast customer throughput Takeaway including ethnic, spuds, KFC, snacks, fish and chips, sandwich bars, kiosks Fast provision of food and drink Industrial catering either in-house operations or through catering/foodservice contractors Developed out or recognition that better fed workers work better. Given substantial boost during First and Second World Wars. Further developed by worker unions wanting to preserve conditions and the emergence of professional contract caterers/ foodservice operators Business/industry markets Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. The F&B Sectors (Cont.) Industry Sector F&B Purpose International Terminology Events/banqueting/ conferencing/ exhibitions Provision of large scale food and drink for events Event market Leisure attractions such as theme parks, museums, galleries, cinemas and theatres Provision of food and drink to people engaged in another pursuit Leisure market Motorway service stations Provision of food and drink, together with petrol and other retail services, often in isolated locations Highway (interstate) market Retail stores Provision of food and drink as an adjunct to retail provision Retail market Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. The F&B Sectors (Cont.) Industry Sector F&B Purpose International Terminology Welfare catering Provision of food and drink to people in colleges, universities, the armed forces and to people through established social need Social caterer/ foodservice (education, healthcare, institutional and military) Licensed trade including public houses, wine bars, licensed clubs and members’ clubs Provision of food and drink in an environment dominated by licensing requirements Pubs, Hotels, Surf Club Transport catering including railways, airlines and marine Provision of food and drink to people on the move Transportation market Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. The F&B Sectors (Cont.) Industry Sector F&B Purpose International Terminology Outdoor catering (ODC) (or ‘off premises catering’ or ‘event catering’) Provision of food and drink away from home base; suppliers usually associated with a major event Catering market Watch Me: Gold Coast’s Food and Beverage Industry https://www.youtube.com/watch?v=empyVohINNU Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. The Foodservice Cycle Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. Types of F&B Operations Types of Operations Description Bistro Often a smaller establishment, with check tablecloths, bentwood chairs, cluttered decor and friendly informal staff. Tends to offer honest, basic and robust cooking Brasserie This is generally a fairly large, styled room with a long bar, normally serving oneplate items rather than formal meals (though some offer both). Often it is possible just to have a drink, coffee or snack. Service provided by waiters, often in traditional style of long aprons and black waistcoats New wave brasserie (gastrodome) Slick modern interior design, coupled with similar approaches to contemporary cuisine and service. Busy and bustling and often large and multileveled Coffee shop Similar to brasserie-style operations, often themed. May be open all day and serve all meal types from breakfast through to supper Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. Types of F&B Operations (Cont.) Types of Operations Description First class restaurant Usually formal fine dining restaurants with classical preparation and presentation of food and offering a high level of table (silver, guéridon and/or plated) service. Often associated with classic/haute cuisine Restaurant Term used to cover a wide variety of operations. Price, level and type of service, decor, styles, cuisines and degree of choice varies enormously across the range of types of operation. Service ranges from full table service to assisted service such as carvery-style operations International restaurant Indian, Oriental, Asian, Spanish, Greek, Italian, Creole and Cajun are just some of the many types of cuisine available, with establishments tending to reflect specific ethnic origins. Many of the standard dishes are now appearing within a range of other menu types Wine bars Often a mixture of bar and brasserie-style operation, commonly wine themed, serving a variety of foods Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. Types of F&B Operations (Cont.) Types of Operations Description Themed restaurant Often international in orientation, for example, Icelandic hot rock with food prepared and cooked at the table, ‘Beni-hana’ oriental theme, again with food prepared and cooked at table. Also includes themes such as jungle, rainforest or music/opera, where waiting staff perform as well as serve International destination restaurant Often Michelin-starred fine dining restaurants, offering a distinctive personality, cuisine, ambiance, beverages and service. Usually table service at various levels but mostly personal and highly attentive. Generally considered as the home of gastronomy. Expensive but also value laden Health food and vegetarian restaurants Increasing specialisation of operations into vegetarianism and/or health foods (though vegetarian food is not necessarily healthy), to meet lifestyle needs as well as dietary requirements Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. Types of F&B Operations (Cont.) Types of Operations Description Cafeteria Primarily self-service with customer choosing selection from a counter or counters in varying designs and layouts. Originally developed for the industrial feeding market but now seen in a variety of sectors Popular catering and fast-food outlets Developed from table service teashops and cafés through to steakhouses, and now incorporating snack bars, kiosks, diners, takeaways and cafeterias, with modern-day burger, chicken and fish concepts, and with ethnic foods also being incorporated. Meeting the needs of all-day meal dining (grazing) and also the need for ‘grab and go’ service, especially for the leisure, industrial and travelling market Public houses Licensed environment primarily for drinking alcoholic beverages. May be simply a serving bar with standing room for customers or may have more plush surroundings incorporating the offer of a variety of foods. These can range from simple plated dishes through to establishments offering full restaurant service (sometimes called gastropubs) Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. Variables in F&B Operations Organisational Market Legislation Scale of Operations Menu Range of Choice Service Methods Capacity Staff Storage Billing Control Methods (Cost/Revenue) Customer Experience Food and drink available Level of service and other services Price range/value for money Cleanliness and hygiene Atmosphere: Décor Lighting Airconditioning acoustics, noise, size and shape of room other customers, attitude of staff Performance Seat turnover/customer throughput Customer spend/average check Revenue per member of staff Productivity index Ratio of food and beverage sales to total sales Sales/profit per sq m/per seat Sales analysis Stock turnover & Stock holding Complaint levels Level of repeat business Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. The Meal Experience The main aim of food and beverage operations is to achieve customer satisfaction. In other words, to meet the customers’ needs. Physiological: the need to sate one’s appetite or quench one’s thirst, or the need for special foods such as diabetic or vegetarian. Economic: the need for good value; rapid, fast service; a convenient location. Social: going out with friends or business colleagues; attending a function in order to meet others. Psychological: the need for enhancement of self-esteem; fulfilling life style needs; the need for variety; as a result of advertising and promotion. Convenience: as a result of being unable to get home (shoppers, workers) or attending some other event (cinema, theatre); the desire for someone else to do the work; the physical impossibility of catering at home (weddings and other special functions). Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. Customer Service Customer service in foodservice operations is a combination of five characteristics: Service level: the intensity of or limitations in the personal attention given to customers. Service availability: for example, the opening times and variations in the menu and beverage list on offer. Level of standards: for example, the quality of the food and beverage items provided, decor, standard of equipment used and level of staffing professionalism. Service reliability: the extent to which the product is intended to be consistent and its consistency in practice. Service flexibility: the extent to which alternatives are available, and to which there can be variations in the standard products that are offered Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. Use of resources Although a foodservice operation is designed to provide customer service, it must also be efficient in its use of resources. The three resources used in foodservice operations are: Materials: food, beverages and short use equipment (such as paper napkins) Labour: staffing costs Facilities: premises and plant and equipment. The management team must always take into account the effect that the level of business has on the ability of the operation, in order to maintain the customer service requirement, while at the same time ensuring productivity in all of the resources being used. Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. Customer Service Specifications Technical • the food and beverage items on offer • the portion size or measure • the cooking method • the degree of cooking • the method of presentation the cover, accompaniments and the cleanliness of items Service The procedures for service: • meeting and greeting • order taking • seeking customer comments • dealing with complaints • payment • the special needs of customers The way in which the procedures are carried out: • paying attention to the level of staff attentiveness, their tone of voice and body language Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. Food Production Methods Method Description Conventional Term used to describe production utilising mainly fresh foods and traditional cooking methods Convenience Method of production utilising mainly convenience foods Call order Method where food is cooked to order either from customer (as in cafeterias) or from waiter. Production area is often open to customer area Continuous flow Method involving production line approach where different parts of the production process may be separated (e.g. fast food) Centralised Production not directly linked to service. Foods are ‘held’ and distributed to separate service areas Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. Food Production Methods (Cont.) Method Description Cook-chill Food production storage and regeneration method utilising principle of low temperature control to preserve quality of processed foods Cook-freeze Production, storage and regeneration method utilising principle of freezing to control and preserve quality of processed foods. Requires special processes to assist freezing Sous-vide Method of production, storage and regeneration utilising principle of sealed vacuum to control and preserve the quality of processed foods Assembly kitchen A system based on accepting and incorporating the latest technological development in manufacturing and conservation of food products Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. F&B Service Methods The food and beverage service itself consists of two separate sub-systems, operating at the same time. These are: – the service sequence which is primarily concerned with the delivery of the food and beverages to the customer – the customer process which is concerned with the experience the customer undertakes to be able to order, be served, consume and have the area cleared. Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. The Service Sequence Prepare for service Taking bookings Greeting and seating/directing Taking orders Serving food and beverages Clearing during service Billing Dishwashing Clearing after service Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. An Example Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. Different Service Methods Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. F&B Personnel Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. F&B Manager In general, food and beverage managers are responsible for: – ensuring that the required profit margins are achieved for each food and beverage service area, in each financial period – updating and compiling new wine lists according to availability of stock, current trends and customer needs – compiling, in liaison with the kitchen, menus for the various food service areas and for special occasions – purchasing of all materials, both food and drink – ensuring that quality in relation to the price paid is maintained – determining portion size in relation to selling price – ensuring staff training, sales promotions and the maintenance of the highest professional standards – employing and dismissing staff – holding regular meetings with section heads to ensure all areas are working effectively, efficiently and are well co-ordinated Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. Job Roles Production Service Service Restaurant manager/supervisor Reception head waiter/receptionist Head waiter/maître d’hôtel/supervisor Station head waiter/section supervisor/service captain Station waiter/chef de rang Assistant station waiter/demi-chef de rang Waiter/server/commis de rang Trainee commis/debarrasseur /apprentice Carver/trancheur Floor or room service staff/chef d’étage/floor or room waiter Lounge staff/chef de sale Wine butler/wine waiter/sommelier Bar staff/bar tender/mixologist Barista Buffet assistant/buffet chef/chef de buffet Cashier Counter assistants Table clearers Function catering/banqueting staff/events staff Head chef/maître chef de cuisine Second chef/sous-chef de cuisine Chef de partie/section chef Commis chef Kitchen assistants Kitchen Apprentice Adopted from: Cousins, J, Lilicrap, D, Weeks, S 2014, The foodservice industry, Food and Beverage Service 9th Edition, pp 2- 27, Hodder, UK. Next Week Menu Planning, Design, and Preparation

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