F&B Service Lecture

FnB 120 Food & Beverage Service Procedures - Lecture Session 3 WHAT IS SERVICE?/WHO’S WHO? WHAT IS “SERVICE”? At the minimum, a dining room professional needs to have good technical skills. But in today’s competitive environment, having service skills is... More

FnB 120 Food & Beverage Service Procedures - Lecture Session 3 WHAT IS SERVICE?/WHO’S WHO? WHAT IS “SERVICE”? At the minimum, a dining room professional needs to have good technical skills. But in today’s competitive environment, having service skills is not good enough. Today’s guests are quite sophisticated. They expect good service. The challenge is to impress them by exceeding expectations. The key to delivering excellent and remarkable service lies in Understanding what motivates people to dine outside their homes. Everyone is different, but most people who eat out can be viewed as belonging to distinct markets. The Eating Market vs. The Dining Market • motivated by physiological needs • also motivated by physiological need but may also need to satisfy both social and ego needs • may be motivated by recognition, prestige, status, or norms The Dining Market is seen as less price-sensitive and generally have higher expectations from service staff. This market can be further Less