MOUNT KENYA UNIVERSITY

SCHOOL OF HOSPITALITY, TOURISM AND TRAVEL

DEPARTMENT OF HOSPITALITY MANAGEMENT

UNIT TITLE: PRINCIPLES OF FOOD AND BEVERAGE SERVICE

THORY

UNIT CODE: DHT 1102

1. JOSPHAT GITAU - DHM/2024/36490

2. FAITH MAGANJO - DHM/2024/36905

3. FAITH WANGARI - DHM/2024/59402

1. List and explain five concerns of a food and beverage service operator besides the

provision of food and beverage.

a) Purchasing – developing purchasing and stock control methods to meet the need of

the food production and other services provided.

b) Design the restaurant – the operator should come with decorating ideas to enhance

beauty and enthusiasm to the guests.

c) Control of cost – the operator should manage expenses and have a cost control

strategy in order to maximize on the profit.

d) Monitoring of guest satisfaction – providing excellent service is critical, this is

shown from the welcoming ambiance to order critical, this is shown from the

welcoming ambiance to order handling till the point the guest leaves.

e) Interpretation of the demand of the guest - This means the server should

understand the verbal orders correctly.

2. Give 10 different food and beverage operations and describe each one of them.

a) Wine and bars – often a mixture of bar and brasserie style operation commonly a

wine themed, serving a variety of foods.

b) Bristo – often a smaller establishment with tables and bent wood chairs, cluttered

décor and friendly informal staff.

c) Cafeteria – primary self-service operations with customers choosing items from a

counter in varying designs and layouts.

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

operations but can include restaurants.

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

of food and a high level of table service.

f) Street food – specializing in a variety of local and international food offerings, often

cooked at the market stall. Found in right-time markets, night bars, souvenir and food

markets and temporary markets.

g) Pop-ups – food service operations that appear for a limited time, which can range

from a day to several months, can be established restaurant operations in a different

location or new talent showing off their skills without long-term financial risks.

h) Restaurant – term used to cover a variety of operations. Price level and type of

service, décor, styles, cuisines and degree of choice vary enormously across the range

of types of operations.

i) Themed restaurants – often international in orientation for example , Icelandic with

food prepared and cooked at the table or beni-hana oriental theme, again with food

prepared and cooked at the table.

j) New wave brasserie (aj astrodome) – slick modern interior design coupled with

similar approaches to contemporary cuisine and service.

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

i. The level of cleanliness and hygiene in the food service – the level of

cleanliness and hygiene will determine whether the guest will eat or not.

ii. Perceived value of money – the price charged for the meal.

iii. Atmosphere of the restaurant - the noise level of the soothing music.

iv. The level of service – being attentive and knowledgeable may inspect the guest

positively but being rude or arrogant can decertify a customer.

4. Food service in a restaurant is a combination of several characteristics. List and

explain the characteristics.

a) Service level – the intensity of or limitations in, the individual personal attention

given to customers.

b) Service availability – for example, opening times and variations in the menu and

beverage, list on offer.

c) Service reliability – the extent to which the product is intended to be consistent and

its consistency in practice.

d) Service flexibility – the extent to which alternatives are available and to which there

can be variations in the standards products that are offered.

e) Level of standards – for example, the food and beverage quality, décor, standard of

equipment being used and level of staffing professionalism.

5. Explain and give examples of the following;

a) Service sequence – it is the bridge between the customer process and the food

production and beverage provision. Examples preparation for service, taking

bookings, serving food and billing.

b) Interpersonal skills in food service – these are abilities that help to interact with a

customer. Examples; external customer-interaction with the people who buy food

and beverages and the other products on offer.

Internal customer- interaction with staff outside the service areas such as kitchen

staff, bill office staff dispense bar, staff and still room staff.
 c) Essential technical skills – this are skills used in providing other forms of service for

example when carrying trays for room service or using a service salver for bar

service.

i) Carrying plates – when placing and clearing plates from a customer’s table.

ii) Carrying glasses – carrying clean glasses by hand or on a salver and clearing

dirty glasses from a service area.

iii) Carrying and using large trays – from bringing equipment or food and

beverage items to the service area and for clearing used equipment from the

service area.

iv) Holding and using a service spoon and fork and other service equipment for

the service and for serving a buffet.

v) Using a service salver (round tray) – for carrying glasses, carrying tea and

coffee services as and underline for entrée dishes and for potato and vegetable

dishes.

d) Product knowledge on part of the restaurant staff – staff must have enough

knowledge of the menu and wine and drinks lists to enable them to advise and offer

suggestions to customers.

6. Explain the following restaurant staff attributes.

i) Personal grooming and appearance

- The staff should be clean and should use deodorants.

- Aftershave and perfumes should not be too strong.

ii) Interest and effort

- The engagement of the staff with the customer ensures fluent and gratitude in

the interest of their work.

iii) Willingness to serve

- A server who is eager to assist customers and meet their expectations they

create a comfortable environment with the customers.

iv) Safety and hygiene in the restaurant