Details

THE FOODSERVICE INDUSTRY

1 The Structure of the foodservice industry

2 Types of catering outlets

2.1 Catering establishments

2.1.1 Restaurants

2.1.2 Catering

2.2 The operation of catering outlets

2.2.1 Staffing

2.2.2 Job description of some positions

Questions and Topics for Discussion

Why has the restaurant and catering business become one of the largest and fastest-growing industries in the world?
What is the difference between a restaurant and a catering service?
Why are there many different kinds of restaurants and what are they?
List and describe different restaurant jobs.
Name some management jobs in a restaurant. What are the chief responsibilities in these jobs?
Why should food service staff be knowledgeable about the dishes they serve?
Name some special events or circumstances for which people use catering services.
What are some special facilities and services offered by hotels for banquets and conventions?
What considerations are essential in planning and managing a function?

1 The Structure of the foodservice industry

The word ‘catering’ means ‘providing food as a business’. The term is widely used to refer to all businesses that are concerned with one or more of the following services:

1. provision of food;
2. provision of drink;
3. provision of accommodation.

Food Service or catering industry defines those businesses, institutions, and companies responsible for any meal prepared outside the home. This industry includes restaurants, school and hospital cafeterias, catering operations, and many other formats.

Sectors of the catering industry

Figure 1 Sectors of the catering industry(Taylor, 1990, p. 163.)

2 Types of catering outlets

2.1 Catering establishments

The industry is made up of many different types of operation. Clear-cut classifications are difficult because of the overlap between the various operations which have so many features in common.

2.1.1 Restaurants

Various types of restaurant fall into several industry classifications based upon menu style, preparation methods and pricing. Additionally, how the food is served to the customer helps to determine the classification.

A restaurant is an establishment that serves prepared food and beverages to be consumed on the premises. The term covers a multiplicity of venues and a diversity of cuisine styles. Restaurants are sometimes a feature of a larger complex, typically a hotel, where the dining amenities are provided for the convenience of the residents and, of course, for the hotel to maximise their potential revenue. Such restaurants are often also open to non-residents. Restaurants offer their service and product at a fixed location.

Restaurants generally fit into the following categories:

Fine dining/ gourmet restaurant

Fine dining restaurants are full service restaurants with specific dedicated meal courses. Décor of such restaurants feature higher-quality materials, with an eye towards the "atmosphere" desired by the restaurateur, than restaurants featuring lower-quality materials. The wait staff is usually highly trained and often wears more formal attire. Fine-dining restaurants are almost always small businesses and are generally either single-location operations or have just a few locations. Food portions are visually appealing. Fine dining restaurants have certain rules of dining which visitors are generally expected to follow often including a dress code.

The family-type restaurant

Many eating places serve simple food at moderate prices that appeal to family groups. Perhaps their principal feature is the reliability they offer their customers through standardised food and service. Many of these restaurants are owned by a chain and/or operated under a franchise, an arrangement in which the name and procedures of the business are leased from a central organisation.

The speciality restaurant

This kind of restaurant offers a limited variety or style of food. It may specialise in steaks or in a particular kind of national food or it may depend on the atmosphere, décor, or personality of the owner to attract customers. Both the quality of the food and the prices are usually between those of the gourmet and family-type restaurants.

The convenience restaurant

This restaurant serves customers who want to eat in a hurry and are most interested in fast service, cleanliness, and low price. This is a very large group of restaurants which includes several subcategories. One of these is the lunch counter which ordinarily serves sandwiches and other simple foods and beverages. A modern variation on the lunch counter is the fast food operation. Fast foods are those which can be prepared, served, and eaten quickly: probably the most typical fast food is the hamburger. Most institutional foodservices fall into the convenience category, including cafeterias and restaurants in factories, offices, and hospitals, as well as some operations necessary to feed the military. Street stands are also convenience food services whether they offer a wide variety of dishes to large numbers of people in Bangkok or only snacks for tourists in Washington, D.C.

Another way to categorise restaurants is by the kind of service they offer. There are basically four types: table service, counter service, self-service, and take-away (US: carry-out). In table service restaurants, customers are seated at tables where food is served by a waiter or waitress. In counter service restaurants customers sit at a counter and are served either by the person who prepares the food or by a waiter or waitress. A self-service restaurant is frequently called a buffet or cafeteria; there, customers pass in front of a counter where food is displayed and help themselves to what they want; then they carry the food to a table themselves. Usually institutional restaurants are cafeterias, though many cafeterias are intended for public business. Carry-out restaurants often serve fast foods; customers place their orders at a counter (or by telephone ahead of time) then “take-away“ the food to where they wish to eat.

2.1.2 Catering

Catering business is a mobile one providing food service either for special occasions or for places where meals are usually not prepared.

Mobile catering

A mobile caterer serves food directly from a vehicle, cart or truck which is designed for the purpose. Mobile catering is common at outdoor events (such as concerts), workplaces, and downtown business districts.

Event catering

With such a large variety of catering available it is difficult to decide on which is the best for your guests.

Events range from cheese lunch drop-off to full-service catering. Caterers and their staff are part of the foodservice industry. Catering services provided vary depending on the event and can include: cooking and delivering food to an outside location; cooking, delivering and serving food; and full-service (preparing food, providing service staff, decoration of event location, prep and clean-up). In some cases of full-service catering, the caterer is called an event managing company.

When most people refer to a "caterer", they are referring to an event caterer who serves food with waiting staff at dining tables or sets up a self-serve buffet. The food may be prepared on site, i.e., made completely at the event, or the caterer may choose to bring prepared food and put the finishing touches on once it arrives.

The event caterer staff are not responsible for preparing the food but often help set up the dining area. This service is typically provided at banquets, conventions, and weddings. Any event where all who attend are provided with food and drinks or sometimes only hors d'oeuvres is often called a catered event.

Many events require working with an entire theme or colour scheme. A catering company or specialist is expected to know how to prepare food and to make it attractive. As such, certain catering companies have moved toward a full-service business model commonly associated with event planners. They take charge of not only food preparation but also decorations, such as table settings and lighting.

The trend is towards satisfying all the clients’ senses with food as a focal point. With the correct atmosphere, professional event caterers with experience can make an event special and memorable.

Beautifully prepared food alone can appeal to the senses of taste, smell, and sight - perhaps even touch, but the decorations and ambiance can play a significant part in a successfully catered event.

As many others in the food service industry, caterers and their staff work long hours. It is not uncommon for them to work on holidays or 7 days a week during holiday event seasons.

A comprehensive, formal full-service catering proposal is likely to include the following time-line matters:

Rental arrival time
Staff arrival time
Bar open time
Meal serve time
Bar close time
Rental pickup
Out-of-venue time

General menu considerations: Clients may have specific dietary or religious needs to consider. these include Halal, Kosher, Vegetarian, Vegan and food allergy requests. Increasingly, clients are interested in food sustainability and food safety.

Hors d'oeuvres: it should be clear if these are passed or stationary. Most caterers agree that three or four passed items are appropriate for the one-hour period prior to a meal.

Meal Rentals: May include tables, chairs, dance floor, plants, tabletop (china, flatware, glassware, linens, chargers), bar glassware, serving equipment, salt/peppers, etc. It should be clear whether table and chair setup and take-down is included. Most rental companies do not automatically include setup and take-down in the rental charges.

Labour: varies from caterer to caterer, but generally speaking, an event will have a Lead/Captain/Event Manager, a Chef, perhaps a Sous Chef or Kitchen Assistant, Wait staff and Bartenders. The labour on a plated dinner is generally much higher than the labour on a buffet, because a plated dinner involves double the china, and usually a minimum of three served courses, plus served coffee.

In addition, many caterers will provide partial catering services in addition to full-service. Partial catering can include cooking and delivery of prepared foods, pre-cooked dishes for pickup at the caterer's location, and cooking, delivery and setup without service. In many cases partial catering can be an excellent and economical option to full-service catering.

2.2 The operation of catering outlets

2.2.1 Staffing

In food and beverage establishments today, there are many different ways of using and deploying staff. Also differing terminology is used to describe what people do.

Food and beverage staff are at the delivery end of the production cycle, it is these staff who are responsible for the customers’ well-being in the restaurant.

Food and beverage staff must be given appropriate training in social skills and interaction. They must have the ability to respond to customer needs and to observe the overall dynamics of a restaurant. Good food and beverage staff should through experience be able to anticipate the individual needs of customers and read their body language. Customers want individual attention, good food and beverage professionals will be able to anticipate the individual need of the customer before the customer themselves has.

Food and beverage staff play an important role in the overall experience of the customer and this aspect of the delivery system must not be underestimated.

Figure 2 Restaurant staffing

Depending on the type and size of the workplace, a restaurant staff may include:

• chef or chefs • kitchen staff • cleaning staff

• bus persons • servers • hosts

Chef

A chef de cuisine is the chief cook in a restaurant. The chef de cuisine is responsible for all kitchen operations, including ordering, supervision of all stations, and development of menu items. The chef may be known as the chef de cuisine or executivechef.

To work as a chef requires a combination of education and experience. A chef may work in more than one of the chef de partiepositions. Executive chefs must have managerial skills. They may progress to senior managerial positions.

The various types of chefs are chef de cuisinethe head of the kitchen and chefs de partie (station heads or chefs for pastry, banquet, pantry).

In addition to preparing and cooking food on a regular basis, an executive chef plans and directs food prep and cooking.

• plans menus and ensures food meets the quality standards of the organization

• estimates food requirements, food and labour costs

• supervises the work of sous-chefs, chefs de partie and cooks

• recruits and hires staff

A sous-chef (the second in command) answers to the chef and supervises the work of chefs de partie (station heads or chefs), cooks, and other kitchen workers.

• demonstrates new cooking techniques and new equipment to cooking staff

• plans menus, orders food and kitchen supplies, and may be responsible for scheduling

• prepares and cooks meals or specialty foods

A chef de partie(station head or chef) is in charge of a particular area of production, such as pastries and food displays, sauces, soups, salads, vegetables, meat, poultry, and fish dishes.

A commis (apprentice) is a cook who works under a chef de partie to learn the station and its responsibilities.

2.2.2 Job description of some positions

Food and Beverage manager (F&B manager)

Depending on the size of the establishment, the food and beverage manager is responsible for the implementation of agreed policies or for contributing to the setting of catering policies. The larger the organisation, the less likely the manager is to be involved in policy setting. In general food and beverage managers are responsible for:

ensuring that the profit margins are achieved for each food and beverage outlet;
updating and compiling new wine lists according to availability of stocks, current trends and customer needs;
liaising with the head chef on the instruction of menus for special occasions;
supervising the purchasing of all food and drink;
maintaining quality standards in food and beverage;
employing staff;
holding regular meetings with section heads to ensure all areas are working effectively, efficiently and are well co-ordinated.

Restaurant manager/supervisor

A person who has overall responsibility for the organisation and administration of a food and beverage area. Also responsible for staff training duty rotas, the maintaining of an efficient and smooth service.

Reception head waiter

Responsible for booking and keeping the diary up to date; allocation of tables and will greet the guests as they arrive.

Head waiter supervisor

Overall responsibility for the staff team, allocating duties in the service area. The head waiter will liaise with the person responsible for table allocation (Reception Head Waiter). Also responsible for duty rotas.

Station head waiter/section supervisor

Responsible for a team serving a set number of tables, known as a station.

Station waiter

Known also as a chef de rang. Works under the direction of the station head waiter. There may also be an Assistant Station Waiter.

Waiter/Waitress (commis and apprentices)

Works under the direction of the station waiter.

Bar staff are also employed in the floor service of a hotel and in other public areas of the lounge.

Winebutler/Winewaiter/Sommelier

Responsible for the serving of all alcoholic drinks during meals. This person must have a detailed knowledge of wines and be able to ‘sell’ wine to customers.

Cocktail bar staff

Should be trained in making cocktails with a detailed knowledge of alcoholic beverages. In addition to other staff, cashiers are employed.

Function and banqueting staff

There is normally a small number of banqueting staff in establishments which have facilities for banqueting who are employed on a permanent basis. These include Banqueting Managers, Banqueting Head Waiters, a Banqueting Secretary. Banqueting service staff are normally employed on a casual basis.

UNIT 5

The foodservice industry

The foodservice industry includes all types of establishments that prepare, supply, and serve food outside the home. This includes restaurants, carryout operations, cafeterias, school and college dining rooms, catering and vending companies, hotels and motels, and retirement centres.

Foodservice operations primarily serve food to their customers, but they also may provide entertainment, group accommodations, and other services.

Restaurants serve food at fixed location, while catering business is a mobile one providing food service for special occasions or for places where meals are usually not prepared. Restaurants generally fall into the following categories: gourmet, family-type, speciality, and convenience restaurants. Restaurants can be categorised according to the service they offer: table service, counter service, self-service, and take-away.

There are many different kinds of restaurant jobs, from front of the house to back of the house positions, as well as many specialty areas.

Good front-of-the-house staff are friendly, exhibit good customer service skills, and can handle customer complaints effectively. Bartenders, servers, hosts, bussers, bar-backs are all front-of-the-house staff.

Back of the house restaurant jobs include chef, line cooks, prep cooks, and the restaurant owner. It also includes the bookkeeper or accountant, and any maintenance people, as well as anyone else who works behind the scenes of a restaurant.

Vocabulary Practice

Match an umbrella term chosen from the box with a list of words. There are two terms which cannot be matched.

cutlery meals jobs in the restaurant courses

beverages catering establishments type of service condiments

…………………… …………………….. ………………………

busser carry-out hors d’oeuvres

bartender self-service starter

maitre d’ hotel table-service dessert

sommelier counter service soup

…………………… …………………….. ……………………….

sandwich bar fork brunch

tearoom spoon supper

pub knife dinner

gourmet restaurant teaspoon high tea

Match a definition with a word from the box. There are more words in the box than you need.

cover turnover galley confectionery cuisine
gourmet a la Carte portion aperitif

a) an arrangement in which each course of a meal is priced separately

b) the eating utensils set for each dinner

c) the amount of food served to the customer

d) style of cooking

e) the number of customers arriving and leaving

f) 1. cakes, sweets, chocolates

2. the business that sells cakes, sweets and chocolates

Choose from A, B or C to complete the sentences.

1 The ……………….. on food in a restaurant is usually at least 100 per cent.

A) mark-up B) tip C) service charge

2 Fish and meat are two of the most essential ……….stuffs.

A) meal B) dish C) food

3 ……………………. is a wine that is strengthened with strong alcohol.

A) House wine B) Fortified wine C) Table wine

4 The area of a restaurant where the customers are seated is often referred to as the ……………………………….. .

A) back of the house B) front of the house C) pantry

5 A chef needs to have special aptitude, training and experience, so it is ………………………work.

A) semi-skilled B) unskilled C) skilled

6 Though we had a reserved table by the window, the …………………… showed us to another table.

A) food and beverage manager B) wine steward C) headwaiter

Fill in the sentences with the correct form of the word at the end of the sentence.

1 A …………………………. is an expert in food and nutrition. DIET

2 Snacks, chocolate bars and beverages can be bought through

………………………… machines displayed on the corridor. VENDOR

3 Hospitals and schools are …………………. foodservice INSTITUTION

providers.

4 One way of preserving food is …………………… . It keeps the FROZEN

food at low temperatures and prevents microorganisms increase.

5 I began my career in the foodservice industry as a waiter but RESTAURANT

now I am a successful ……………………… .

6 In the running of any business there are …………………….. VARY

and fixed costs.

Match a word from column A with a word from column B. There are two words in column B which you will not need.

A B

table dish

wine cook

side d’hote

catering cookery

outlet

steward

Warm up

In groups of three put together:

1. a light breakfast menu

2. two lunch menus to be served:

A: in first class

of an intercontinental flight.

B: in economy class

Consider both the needs and wants of long distance passengers and the constraints of serving meals „in the sky”. Make sure that each meal offers some variety and is easily consumed in the cramped circumstances of an airline seat.

Reading Comprehension

Airlines try to curry favour with high-fliers

By Rhymer Rigby

Published: May 19 2008 19:14

para 1 Frequent flyers will have noticed some changes in airline food over the past couple years. In economy, the meal has often shrivelled or disappeared altogether. But for those who turn left when getting on planes, in-flight meals in business and first class have got better as airlines enlist the help of celebrity chefs and try to recreate a restaurant experience in the sky.

para 2 Carol Conway, food innovation manager at British Airways, says the airline is working with leading British chefs. She says the current trend is British classics – such as shepherd’s pie and afternoon tea with strawberries and cream. Catherine Nugent, head of communications at Gate Gourmet, which supplies meals to dozens of airlines, says it is focusing on local sourcing: “Our procurement team searches for small niche producers – exactly as you see in restaurants.” She points out that there are several constraints on preparing food in the air, adding that “a lot of chefs who work with us do it for the challenge”.

para 3 Peter Jones, appointed the first professor of airline food at the UK’s Surrey University in 2001, says an increasingly popular trend is to prepare meals on-board in first class. Some airlines such as Gulf Air have “chefs” dressed in full whites. “Due to the constraints of equipping planes and the practicalities of cooking on board, most of this approach is the finishing of a dish through the assembly of pre-prepared components,” he says.

para 4 Prof Jones concedes that while this is not the same as a restaurant experience, it does allow for fresher presentation and a degree of tailoring to individual tastes. “One airline has experimented with allowing first-class passengers to request whatever they would like so long as they give 24 hours notice,” he says.

para 5 However, even in first and business class the airlines are stuck with a number of constraints that no restaurant on the ground has to contend with. Most meals must be prepared beforehand and then reheated, and the altitude – cabins are typically pressurised to 8,000ft – deadens the tastebuds. This is why strong flavours and foods in sauces tend to work well, and is one reason why the spicier cuisine of Asian airlines, such as Malaysia and Singapore, usually scores highly. Similarly, in spite of improvements in food technology, a decent in-flight soufflé remains elusive.

para 6 There are also other less obvious constraints, says Ms Conway: “One of the most important things is that we get some people again and again. Our very frequent customers are on the planes more often than the crew. Ensuring they have choice and variety is a real challenge.” For those who want to opt out of the system altogether – but are disinclined to pack their own sandwiches – Los Angeles-based Sky Meals offers an alternative. For $20 to $30 (£10-£15) per meal, it will deliver travellers their own airline food. “As long as you call before 3pm on the day before your flight, we’ll make and deliver your meal in a cool-bag to your office or limo or airport,” says company founder Richard Katz, adding that about 50 per cent of his customers are business travellers. He says women outnumber men two to one: “Men tend to be functional eaters, whereas women care more about what they eat and are better at planning ahead.”

para 7 There is also the question of what to drink with your dinner. Liam Steevenson, UK wine distributor, says wine tastes different at altitude: “Acidity and tannins get accentuated and you lose the middle fruit.” But wine choice is also a question of combining what works and what passengers expect, says Mr Steevenson. “Champagne is a classic example of an acidic wine. But everyone wants it – it’s a feel-good product.” So, what meal would work best given at 35,000ft? Funnily enough, says Mr Steevenson, it is a combination that tends not to be associated with business or first-class travel: “If you look at all the constraints, a curry and a beer is pretty much the perfect in-flight food.”

1. Give an answer to the questions.

What food experience do air passenger have
1. when flying economy?
2. when flying business and first class?
What kind of food can be enjoyed nowadays on a British Airways flight?
What is a current trend in both airline catering and traditional restaurants?
What does preparing meals on-board mean?

2. Fill in the missing information according to the text. (paragraphs 4 -5)

5. Airline passengers can enjoy food of their own …………… as long as they ………….. the service …………….. in advance.

6. In-flight meals are usually ………………………… and ………. flavoured.

3. Decide whether the statements are True or False.

7. Frequent travellers are a problem for airline caterers.

8. Air passengers can only opt for either the airline’s food service or pack their own food.

9. Wine has he same taste in air as on the ground.

10. The best choice for in-flight drink with the meal is beer.

4. Find the word from the text for the following meanings.

11. to persuade somebody to help you or to join you in doing something (para 1)

12. the process of obtaining supplies of something (para 2)

13. a thing that limits or restricts something (para 2)

14. the height above sea level (para 5)

15. to choose not to take part in something (para 6)

Listening

Shortchanging customers

Take notes of MAXIMUM TWO WORDS each.

Reporter’s examples Serving up stale dishes as	1)
An extra service charge of	2)___________________per cent
advice sent in email: be careful with	3)
critic’s comments a typical problem these days is	4)
hospitality should not be limited between 7:30 and	5)
charging for bread is	6)
they even charge for what guests bring themselves e.g.	7)
some restaurateurs are OK (mention 2 qualities)	8)
it should not happen to customers	9) be
Customers should not be made feel like this even if they do not give a tip	10)

Role Play (Situation)

Foodservice industry – restaurant business

Role A Hungarian restaurateur, potential franchisee

You are Sándor/Sára Hegyi, a Hungarian restaurateur. You have seen an advertisement in which a British company is seeking franchise partners in Central and Eastern Europe. You feel that there is high demand for catering establishments along the new motorways in Hungary and think of joining the well-established franchise operation. You go to meet Tracy/Tony Wilburn, sales manager of Little Chef, the famous British restaurant chain to make preliminary enquiries about the viability of your plan.

During the discussion

explain why you think that there is demand for motorway restaurants in Hungary
describe how many restaurants you would like to open
show willingness to act as master franchisee for Little Chef in Hungary
express your worries about the financial implications of a franchise operation
enquire about your freedom to tailor the menus to Hungarian tastes

YOU START.

Role B Sales manager of potential franchisor

You are Tracy/Tony Wilburn, sales manager of Little Chef, the famous British restaurant chain. Sándor/Sára Hegyi, a Hungarian restaurateur has come to see you in your office because s/he has seen your advertisement seeking franchise partners and is interested in starting a franchise business with Little Chef. You are very pleased as you are very keen to enter the Central and Eastern European market.

During the discussion

describe what type of food is served in Little Chef restaurants
give details about the general principles of a franchise operation including fees to be paid
try to convince him to act as master franchisee of Little Chef in Hungary and probably in the Central and Eastern European region
convince him of the benefits of working under a franchise contract rather than running an own business

YOUR PARTNER START.

What is Franchising?

Definition

Franchising offers an excellent opportunity for you to be in business for yourself. When you hear the word " franchise" you probably think of fast food restaurants such as Burger King, McDonald's or Subway. But the truth is franchising is so much broader than that.

In simplistic terms, franchising is where a successful business format is replicated. This will involve the setting down into an operations manual all the systems and procedures that the business owner has found gives them the best chance of success. Anyone joining the franchise will be expected to operate the business exactly as set out in the manual.

The purchase of a franchise will involve the payment of an initial fee to the franchisor for the right to use the brand name as well as ongoing royalty or management fees. The franchisor will provide initial training and support and will have an ongoing involvement in your business to assist and support you in all aspects of the franchise operation.

The Practical Elements

Compared to starting your own business from scratch franchising can provide a relatively safer route into self-employment. The franchisor has established a tried and tested path through the maze, and will have eliminated many of the mistakes that are often made when starting a business. It is this experience and system that you are paying for when you buy a franchise.

One element with franchising to be wary of is also part of franchising's strength. As a franchisee you will be expected to follow the system that you have purchased. This can be difficult if you are an entrepreneur. Franchisors will always listen to new ideas and improvements but for the most part will expect the system to be followed to the letter. Each outlet should have a standard look and feel which builds confidence in the consumers’ eyes.

Whilst franchising is a safer route into self-employment, it is not just a question of turning up, paying your money and being successful. The franchisor will not do your work for you and cannot be expected to. What is supplied is a proven format, name awareness, support and guidance. It will be still be your hard work and skills that make the business work in your area.

As a franchisee you will have access to market knowledge, established name awareness in the business sector that you will be operating in, training and marketing help. You will often take part in and contribute to national advertising campaigns which would otherwise be out of your reach.

Franchisors not only have sound training programs, but also knowledge of financial requirements, marketing, competition & buying contracts - knowledge that might take you years to collect on your own.

Financially

You will pay the franchisor an initial franchise fee and the costs of shop fitting (where necessary) together with the costs of equipment required to run the business. Once established, you will normally pay the franchisor a further monthly payment based on your turnover. This is known as royalties or monthly management fees. Effectively this is where you are paying for the ongoing support of the franchisor and their team. As the royalties are based on your turnover, it can be clearly seen that it is in the franchisor's interest to help you succeed.

Relationships

A successful franchise relationship is like a partnership. It combines your talents with the experience and knowledge of the franchisor. It is important that before you purchase a franchise you talk to existing franchisees. You need to establish whether the franchisor has fulfilled their commitments to them and what their experience has been. Talk to more than one and get a balanced view.

With franchising, you are in business for yourself not by yourself.

Outsourcing catering operations

Role A Managing director

You are Tom/Tina Sherwood, managing director of a medium-sized hotel located in the city centre. On the basis of last year’s financial results you consider the possibility of outsourcing the loss-making restaurant of the hotel. You do not want to close the restaurant but in your opinion an outside contractor might operate your F&B department at lower costs. In a meeting with the Operations manager you discuss the possible advantages and disadvantages of such a scheme.

These are some of your arguments for the outsourcing contract

bad figures in last year’s accounts for F&B operations
high fixed operational costs/overheads for restaurant
unnecessarily large number of permanent staff in low season
outside caterer might come up with innovative ideas to drum up slack business

Try to agree on a feasible solution.

YOU START

Role B Operations Manager

You are Antal/Anita Bakos, operations manager of a medium-sized city centre hotel. In a meeting with the managing director of the hotel, you are discussing the future of the F&B department. The MD insists on outsourcing the food and beverage operations to an outside contractor to decrease the losses your present restaurant is making. You have serious objections to his/her plan.

Use the following points to argue against his plan:

there might be various measures introduced to cut costs in the operation of the restaurant

(reducing opening hours, employing less permanent and more temporary staff, stimulate marketing activity to attract non-resident clients, corporate events, wedding and family parties)

emphasize the human aspect: problematic to terminate the employment of so many people
at least front-office staff should be retained
MD should consider redeployment or retraining redundant staff

Try to agree on a feasible solution.

YOUR PARTNER STARTS

Monologue Questions

Do you have a favourite restaurant? Recommend it to your audience.
What types of outlets are popular in Hungary? Is location relevant? What other aspects count?
Do you know any restaurant guides? What are their criteria?
What are mystery diners? How do they help maintain quality?

Writing Task

Your hotel was offered to organise the wedding reception for 70 persons.

Your customer has asked you to send him the menu proposals together with the prices. The F&B manager has drafted the letter but some words are missing. Complete the letter below using one word only per gap. Look at the list of words at the end of the letter if you need.

Dear Mr Johnson

As 1………………. in your letter of June 9^th, we have pleasure in 2…………… a few menu 3……………………for a wedding-4…………to be held on July 15^th for about 70 persons.

Prices for these menus 5…….. range between £ - and £ - , service 6………. .

Kindly find enclosed a wine 7………..on which we have marked by a cross the vintages we particularly 8……….. for the different 9……… .Should you like us to arrange the decoration, an approximate £ - per person would be 10……………….. .

If among the proposed menus you do not find anything 11………………, we shall be pleased to forward some others unless you let us have your personal 12…………………… .

May we 13………………….. that our banqueting manager, Mr.A.Dupont, calls upon you to 14…………………….further 15………………… or do you prefer to come and see us?

This would be an excellent 16…………………… for you to have a look at the 17………………… where the reception is proposed to take place.

We are looking forward to your kind 18…………………….., and 19………………..you of our best efforts to make your reception a

20……………………… .

Yours sincerely

(success, requested, assure, instructions, premises, enclosing, proposals, reception, opportunity, discuss, propose, charged, recommend, courses, included, suitable, suggestions, submitted, list, details)

Grammar Test 5

I Finish each of the following sentences in such a way that it means exactly the same as the sentence printed before it.

1. Despite not speaking a word of French, Jeremy decided to find a job in Paris.

Although …………………………………… Jeremy decided to find a job in Paris.

2. Who does this suitcase belong to?

Whose ……………………………………………………………………….. .

3. The door-lock still needs mending.

The door-lock hasn’t …………………………………………..……………. .

4. How long have you been working as an event organiser?

When …………………………………………………………………………?

5. ’Why do I have to fill in so many forms?’ Thomas asked the immigration officer.

Thomas asked the immigration officer ……………………………so many forms.

6 I didn’t get as much information as I wanted.

I got …………………………………………………wanted.

7. Could you open the window?

I wonder if you’d mind …………………………the window.

II Choose A, B, C or D to complete the sentences.

8. We arrived ……. the airport two hours before our flight was due to leave.

A) in B) on C) at D) by

9. Please remember that John will be ……... holiday next week.

A) in B) going C) on D) having

10. After driving for three hours we stopped ………… lunch at a restaurant.

A) having B) to have C) have D) for having

11. John had never eaten …………. spicy food before.

A) so B) so many C) such as D) such

12. I suggest …………… an earlier flight.

A) to take B) taking C) to taking D) take

13. You must buy admission fee before you ................. the castle.

A) enter B) will enter C) entering D) entered

14. How long we stay here depends …… the weather.

A) of B) for C) about D) on

15. The plans for rebuilding the hotel are not …… complete.

A) still B) already C) yet D) now

16. A small problem has ………… in connection with the renewal of my visa.

A) risen B) raised C) risen up D) arisen

III Complete the second sentence so that it has a similar meaning to the first sentence, using the word given. Do not change the word given. You must use between two and five words, including the word given.

17. I can’t find my passport.

knew

I wish ………………………………. was.

18. The landlord had to have my bedroom door mended.

someone

The landlord had to …………………………. my bedroom door.

19. The train is due now.

time

It …………………………………………. arrived.

20. The return fare is double the single fare.

twice

The return fare ………………………………………. the single fare.