________ - is the provision of food and beverages to passengers while they traveling

_______ it is the assistance given to customers and allocating an amount of attention to details. Food service personnel is going above and beyond, providing the extra mile of service to its customers to attain customer satisfaction.

_________ - they responsible for setting up food and beverage policies. they are responsible for implementing the establishment policies.

________ The money spent must be appropriate to the quality of food, service types, and ambiance provided by the food service outlet.

_______: This is at the organization chart's bottom level, composed of 80% of the organization. Employees at this level are physically hands-on to the job

________- This is commonly known as fast-food restaurant. A limited menu is offered and meals are quickly prepared and served. A high customer volume is necessary to make this type of business sustainable since it requires high labor cost and high equipment investment.Some establishments also provide windows for drive-trough and take-out. This is a self-service restaurant with affordable prices.

_______ is a document that outlines the qualifications, skills, experience, and attributes required for a specific job role.

The Food Service Industry Sector:

_______. - Under this sector, the food and beverage establishment aim not to earn profit, but instead to provide welfare services at reasonable prices, such as hospitals and industrial cafeterias.

________ It is based on what was agreed upon at the onset. The staff must inform the customers about the available foods and drinks, policies, and the like.

________ - The owner of the company manages the operations. it can be large, small, or franchised.

________ The design, decor, lighting, and furnishing must be appropriate to the theme of the restaurant. ventilation , music noise level, other customers, workplace and staff attitude are some factors that contribute to the ambiance of a food service outlet.

________ This service is also known as off-site catering. This kind of service provides food and drinks from small to large groups of people for social or corporate functions and activities at any location, which is off principal workplace.

Food service cycle:

__________ their primary role is to provide food and drinks to all those who eat outside their home for various reasons and are mostly dependent on the food service outlets for their meal

________ - Is when the food and beverage service cooks, prepares, and serves in the customer's chosen premises.

Two primary catering industry

_________a French term which refers to “prepare the environment and make it presentable”

________ - oversees all restaurant captains' work and the service standards practices. Service standards include cleanliness, service preparedness, staff turnout, briefing and training, service flow between kitchen and restaurant, and salesmanship.

_________ it varies according to industry. The context and brand promise can entirely influence it. The industry standard and widely used metric are known as "SERVQUAL."

SERVICE PERSONNEL MUST ACQUIRE THE DESIRED ATTRIBUTES LISTED :

________ At the most basic reason, eating out or buying food from a food service establishment is simply convenient. For example, customers will eat at any food service outlets inside the mall when they get hungry in the mall, or customers eat at nearby restaurants, which are very accessible to their work.

_______ The quality of food and drinks, decor and ambiance, equipment and tools used, and staff professionalism level must be appropriate to the establishment's standard level. Customers will not complain if we provide fair expectations.

_______- the primary purpose of this is to provide accommodations that may include food and beverage services.

________ The staff establishes __ to show care. The staff should provide individualized attention to its customers.

_________ - Under this category, the food establishment usually offers limited food offerings or foods specially designed to a particular clientele's needs.

Four (4) types of transport catering:

_________ He/she provides an essential service to the guest. He/she must exhibit excellent customer service skills and deliver high food and beverage service standards since he/she directly contacts the guests. He/she must be good at up-selling and suggestive selling.

_______ - is considered a critical factor in the success of any food service outlet. Service staff must have an in-deep understanding of the customers to enhance food service operations and achieve customer satisfaction.

______ - The emerging trends are where the hotel forms a partnership with restaurant, coffee chain or bar brand to operate in the hotel's designated are.

________. - The food service establishment's main objective is to gain profit by selling food and beverage as its primary or secondary activity.

Clasification of f&b Industry based on motives and market served:

______ - these are those establishments the offer food and beverage services and sometimes accommodation to their licensed members.

_______ – it has no choice of the food and beverage service offered (senior citizens in nursing homes or patients in hospitals) Foods are typically designed for the needs of a particular client or patient.

________ Upscale restaurants offer excellent quality cuisine at a high-end price. The establishment under this category provides full-service in an elegant ambiance. In the Philippines, most upscale service restaurants can be found in five-star hotels

3 groups of restaurants:

_______– it deals with catering in all transport modes, such as rail ,air ,sea ,and road.

________- it has a choice but is only limited to the establishment's options (transport passengers)

Mise-en-scene a French term which refers to ________

________ The establishment's main concern under this category is to cater food and drinks to its clients, such as restaurants, takeaways, dine-ins, F&B outlets of the accommodation sector and the like.

PROCEDURES HANDLING CUSTOMER'S COMPLAINTS:

Factors affecting customers meal experience:

___________ - In this situation, the franchisee purchases the right to use the brand name, design and methods as agreed to other franchising agreement conditions.

– it is also known as the headwaiter "chef de rang

Two types of food and beverage services:

_________ Under this category, restaurants offer a full meal at a midrange price,which the customers percieve as good value. Mid-scale restaurants can provide full service, buffet,and pay-to-order counters that can be self-service or limited service having the customer's food brought to their tables.

________ -Is when food and beverages are prepared, presented, and served inside the establishment premises where the customers visit the premises to avail of their services.

________ The base of Maslow's hierarchy of human needs encompass the basic yet self-preserving needs, such as sleep, water, and shelter.

The ___________ is also known as "waiter" or "server" or "commis de rang" in french

_______ - handles the table reservations, receives guests at the front door, ensures that there is a balanced guests distribution for each station, seats guests, presents menu, and checks from time to time if the needs and expectations of the guests are met.

two groups according to the priority given to the provision of food and beverages, including the:

_______ this considered the top management where most employees at this level do the decision-making. Employees at this level have a lesser number of people, usually 5% of the organization

________ - These are establishments that offer food and beverage service and accommodations, such as hotels ,motels ,resorts ,and so on.

_________ – he clears the table and replenish the supplies on the sideboard. he serves as a supportive staff who helps the stewards in mise-en-place, clearing soiled dishes, setting the table, and replenishing guests, water and drinks

______ is a document that explains what a particular job entails.

_______ – THESE ARE THE FEELING OF BELONGING. IT IS SATISFYING WHEN THE CUSTOMERS' SENSE OF BELONGING IS ACHIEVED WHEN THEY GO OUT WITH THEIR FRIENDS, BUSINESS MEETINGS, GET-TOGETHER FUNCTIONS, AND THE LIKE.

Five sets of service quality dimensions

__________– it caters to passengers travelling by surface transport, such as buses, cars, and private vehicles, through food stalls, fast food, restaurants, take aways, canteens and the like.

FIVE CHARACTERISTICS OF CUSTOMER SERVICE AND FOOD SERVICE OPERATIONS:

______ - Food and drinks services are offered to the people engaged in leisure, sports and recreation through licensed cafes, food stalls, fast-food restaurants, food courts, and the like

Two types of railway catering:

An ________ refers to units of people that are structured and managed to achieve one common goal.

_________ This is the intensity of the limitations in the person's ability to give the attention expected and required in operation customers. Always bear in mind that when you are working, you do not own your time. you should provide all the necessary services that your customer might need. Give services at the maximum level.

________-In this category, the customers have a full choice of what to eat and where to eat.

_______. This is the feeling of prestige and fulfilling lifestyle needs. Some people eat at a particular establishment to fulfill their psychological needs. The food service establishment brand somewhat influences customers' reasons in choosing an establishment because of its image.

_______ it is a method of technique introduced by Valerie A. Zeithaml, Ananthanarayanan P. Parasuraman and Leonards L. berry, which is used and applied over time to measure the gaps between the guests' expectations and the actual services delivered to identify areas that need quality improvement.

type of ownership:

_________ - The provision of food and beverages is not the primary concern of the establishments in this category. still, it is embedded in the establishment as as support or secondary activity, such as hospital catering, institutional catering, transport catering, and the like

________ - This is when the owner or the company management employs or contracts another food and beverage service organization or company to manage the whole part of operation.

Industry caters based on people demand: _____ ____ ____

_______ This is the extent to which alternatives are made available and to which there can be variations and alternations in the standard products that can be offered.

The steward/ stewardess is also known as _______

________- It includes the quality of the food and beverages, range of menu options, or a variety of food and drinks offered, availability, and flexibility for special orders that might affect customers meal experience.

________ : this is generally considered 15% of the organization and considered as middle management. Employees at this level have are InCharge of supervising employees at the operational level. The primary responsibility of people who belong to this level is to communicate top management's decisions to the employees at the operational level.

_______ are qualities, characteristics, or features possessed by a person. To create an excellent first impression and reflect on the image of the establishment

The captain, also known as the headwaiter "______

__________ Any food service outlet is expected to be clean on the premises and equipment used. The staff must practice proper hygiene. The appropriate hygiene and grooming reflect the organizations image.

Based on the motives:

________ he/she ensures that the service team provides detailed attention to the guests and delivers quality standards to meet the target revenue goals.

________ This is the extent of consistency of the product and services offered consistency with the taste, service and the like.

_______ - it consists of different organizations that prepare, present, and serve food and drinks to various clientele on-premises, though some include take out and delivery service.

Based on the type of market served:

_______ It is to perform the promised service to the customers. It is the ability to complete the service on-time, consistently, and error-free every time. It is crucial to accurately deliver the service to the customers and with no mistakes to create a positive meal experience.

________These are the needs based on the value of money.The customers will look if the size,portion,level of service, speed of service and outlet location are worth the price they pay.

_______ It refers to aesthetics. It is the physical facilities, the atmosphere which includes other customers, the service staff, and the like. This is also how the outlet is visually appealing to its customers. staff should look into details and ensure that everything is spotless from dirt.

Two clientele:

3 levels of organization:

________- Allows passengers to get off the train to eat food in various terminals where food service outlets are available.

French terms of restaurant supervisor - _______

________ responsible for a station or set of tables. Each station has a sideboard also called a "dummy waiter" equipped with crockery supplies, tableware, glassware, linens, service ware, and necessary accessories used for food service.

_______ - These are establishments that only offer food and beverages, such as restaurants, pubs ,night clubs, and so on.

_______ It can convey confidence and portray that the organization is trusted for its service. this is based on the staff's knowledge and ability to communicate with customers.

5 example of customer needs:

_________ Commonly, ferries are used on shorter sea routes to have snacks and soft beverages, whereas ships plying on longer routes will have full-fledged kitchens offering full meals to the travelers.

_______ - it includes the businesses, institutions, and companies which prepare meals outside the home.

_______ - In flight catering service varies on the class of travel (First Class, Business Class, or Economy Class.)

SERVICE QUALITY it varies according to industry. The context and brand promise can entirely influence it. The industry standard and widely used metric are known as "______."

_______ It is providing prompt service and willingness to help guests. The staff should always anticipates the needs of the customers.