International Student Scientific Bulletin. product safety

Organization of customer service at catering establishments. Types of commercial premises, their purpose, characteristics. Shop interior.

Shop equipment. Dishes, purpose, characteristics. Table linen. Characteristics, purpose.

Characteristics of porcelain, faience and ceramic dishes.

Characteristics of metal utensils: types, purpose, care. Wooden and plastic utensils.

Media: menu, price list of dishes, wine list, appointment, characteristics

Ways of arranging furniture, table setting. Receptions, types of serving.

Table setting. Types of serving depending on the type of service

Preparation of tableware, cutlery for service

Dining room furniture. Tableware, cutlery, basic, auxiliary.

Table linen. Types, preparation of table linen for serving.

Table setting rules for various types of service.

Topics of term papers

Development of coffee shop service technology.

Development of service technology for a Russian cuisine restaurant.

Development of French cuisine service technology.

Development of cafe service technology for children.

Development of a service technology for a catering company.

Development of a service technology for a fast-food enterprise.

Development of service technology for a Buryat cuisine restaurant.

Development of technology for catering service for tourists.

Development of service technology for the hotel and tourist complex.

Development of Chinese cuisine restaurant service technology.

Development of dietary food service technology.

The structure of the course work

Introduction

Analytical section.

1. Physiological features of catering in conditions (food establishment)

   Production and trade activities (food establishments)

Experimental section.

1. Menu characteristics.

Features of its development and content (cold dishes and snacks; soups; sauces; spices; seasonings; second hot dishes; sweet dishes and drinks; flour products; alcoholic and mixed drinks)

Organization of guest service. Serving. Etiquette.

Characteristics, content of the design of accessory service.

Conclusion

Bibliography

Restaurant service. Fundamentals of international service practice for professionals and beginners. Per. from German / Ed. S.I. Siegel, R. Lenger, G. Stickler, W. Gutmeier. -M.: Tsentrpoligraf, 2002. - 288 p.

Biller R. How to decorate dishes / Per. with him. –M.: AST-Press, 1997. -160p.

How beautiful it is to set the table. / Lane with him. M.: AST-Press, 1996, 1997. -160 p.

Horst Hunty. Serving art: napkins / ep. With him. –M.: Niola 21st century, 2000. -144 p.

"Restaurant News"

"Catering business"

5 Technical equipment and maintenance

AT FOOD ENTERPRISES

Topic 1. Introduction to the discipline

Subject, goals, objectives, course content, study methods, requirements for knowledge, skills and abilities, forms of independent work and control. The specifics of the course (practice-oriented nature, focus on the development of competence qualities of a restaurant service specialist). Input control of knowledge, skills of students in the field of technological processes for the production of restaurant products.

Topic 2. Basic information about the technical equipment of catering establishments

Definition of the concepts "equipment", "technical equipment", "drive", "power", "engineering communications", etc. Regulatory framework for the technical equipment of catering establishments (sanitary and technical requirements, fire safety requirements, technological requirements for production).

Topic 3. Mechanical equipment of catering establishments.

The device, classification, principle of operation of mechanical machines and the basic requirements for them. Universal kitchen machines. Sorting and calibration equipment. Washing equipment. Cleaning equipment. Grinding and cutting equipment. Mixing equipment. Dosing and molding equipment. Pressing equipment. Types, advantages and disadvantages, rules of operation and safety. Determination of the main technological indicators of the operation of mechanical machines.

Determination of the need and principles for the selection and placement of mechanical equipment in the production premises of a restaurant service enterprise. The main trends in the improvement of mechanical equipment.

1. Zatulivetrov A. Restaurant. Where to start, how to succeed. Tips for owners and managers. - St. Petersburg: Peter, 2008. - 213 p.

2. Fedtsov V.G. The culture of restaurant service: textbook. allowance. 2nd ed. – M.: Dashkov i K, 2010. – 248 p.

3. Johnson M., Herrmann A. - Orientation to the client - a key factor in the success of the enterprise // Problems of theory and practice of management. - No. 2. - 2008.

4. William L. Karl. Organization of service at mass catering enterprises / per. from English. – M.: Sirin, 2002. – S. 15.

5. Gerchikova I.N. Management: textbook, - M .: UNITI, 2000.

6. Pikalev A.V. Maevskaya A.P. How to increase the income of a restaurant, bar, cafe. – M.: Sov. sport, 2003. - 168 p.

7. Restaurant Pricing: How to make a customer pay your price. – M.: Modern restaurant technologies, 2008.

According to the conducted research, we noted that the formation and strengthening of market relations lead to the emergence of new service indicators corresponding to a certain stage in the development of the economy. Recently, specialists from large Russian companies and professional consultants in the field of marketing and marketing communications have been paying special attention to the service provided.

Today, the restaurant service is in difficult conditions. When many foreign products left the market, restaurateurs lost the basis of their activities. It is not sad, but the law on the ban on smoking was also reflected in a negative way for active visitors to bars and restaurants. Therefore, in order to keep their business, many owners of cafes and restaurants have to revise the policy of establishments, look for new approaches that will help them not only stay afloat, but also move to the next step in development.

The restaurant business is an integrated area of ​​business activity related to the organization of production and restaurant management, and aimed at meeting the needs of the population in restaurant services, as well as maximizing profits. The efficiency of the economic activity of a restaurant depends on the presence of good management, modern cuisine, impeccable service, interior design and a reasonable pricing policy. At the same time, special attention is paid to the range of services, the quality of service, which should be interconnected.

Restaurant service is a world that combines art and tradition, national flavor and classic elegance, ethics and etiquette, experience and the latest service technologies. Strengthening competition in the field of restaurant service, the emergence of new criteria for assessing the quality of services and products are prerequisites for improving the quality of restaurant service. All this predetermined the relevance of the topic of our study.

The purpose of the study is to study restaurant service and form a set of measures aimed at improving the quality of restaurant service. In accordance with the goal, we have set the following tasks: - to consider the historical aspect of the emergence and formation of catering enterprises in Russia; - define the concept of restaurant service and consider its main criteria; - to determine the main features and principles of modern restaurant service.

The object of research is the restaurant service. The subject of the study was the service of a network of Russian restaurants.

Considering the historical aspect of the emergence and formation of catering enterprises in Russia, the ancient Slavic tavern can be considered the ancestor of the restaurant service in Rus'. At first, these were free institutions where people drank, ate, talked, sang songs. Later, the tavern became a princely or government establishment. Under Ivan the Terrible, "king's taverns" spread everywhere, selling wine, beer, strong alcoholic drinks, tobacco, playing cards and other gambling. The first tavern was built for guardsmen. Later, under Boris Godunov, taverns became “farmed out”, i.e. private individuals could also own them. An excessive increase in the consumption of strong alcoholic beverages contributed to the renaming of taverns into drinking establishments, in which hot dishes, tea and pies were sold along with booze. At the end of the 19th century, tea houses, coffee houses, taverns and the first restaurants appeared.

So, in Moscow, the restaurant "Slavyansky Bazaar" was opened - an institution of the highest category, in which national Russian cuisine was presented, and visitors were served by waiters in tailcoats and white gloves. In the future, changes occurred in the service itself. Thanks to Prince Alexander Kurakin, restaurateurs began to serve the ordered dishes not all at once, but to use the method of gradually serving dishes in the order they are placed on the menu. At the beginning of the 20th century, a classification of restaurants into categories appeared, and the business of out-of-town restaurants began to develop. During the revolution, most restaurants were closed, and only from the 50s of the twentieth century did the restaurant business begin to develop actively.

The development of the domestic restaurant service sector was carried out in line with global trends and under the significant influence of foreign traditions, while feeling tight control from state supervisory authorities, whose conservative point of view did not coincide with the Soviet ideology prevailing at that time, which prevented the proper development of the restaurant chain and achievement of world indicators in the field of after-sales service, considering this direction alien to the Soviet people. This state of affairs not only hindered the development of the restaurant service itself, but also hindered the acquisition of scientific knowledge that reflects its inherent processes.

Today, a large number of various catering establishments are represented on the restaurant services market: these are restaurants of different styles and concepts: cafes, beer summer cafe-tents, bars in business centers, etc.

Of the greatest interest are the author's restaurants of A. Novikov "Pushkin" and "Cheese", O. Bardeev "Beehive", I. Bukharova "Absinthe", as well as restaurants-theaters "White Sun of the Desert", "Barrel", "Royal Hunt". There were restaurants and cafes with entertainment for children: Baba Marta, Anderson, CDL, Donna Margarita, the first restaurants for animals, for example, GROOM ROOM.

Most of all, fast food enterprises operate successfully - fast food, which owns such chains as McDonald's, Kroshka-potato, Teremok, Rostik and others. Active development in the restaurant business has received new areas of free-flo: the Rake restaurant, food courts, or food courts, representing a kind of synthesis of catering enterprises located in shopping and entertainment centers. Coffee houses and their chains remain in demand: Ideal Cup, Coffee House, Chocolate Girl, Sweet Tooth, Coffeemania, as well as bars - Mustang, 5th Ocean, BierLoga, BierStolz " and etc. .

Such a variety of offers in the restaurant product market leads to an increase in competition. And of course, enterprises that strive to constantly improve their activities are in the most advantageous position, using various innovative approaches that give the institution uniqueness, originality, and the ability to meet changing consumer needs and requirements.

One of the important components of the quality of service is the quality of service. Today, in the conditions of fierce market competition, strong trusting relationships with customers become a decisive factor for the long-term prosperity of the company. Quality customer service is not only one of the competitive advantages, in many areas of activity it has become the only competitive advantage. Service quality is the new standard by which customers judge the quality of a product.

Research shows that for many companies, improving the quality of service becomes a more effective tool for increasing sales and profits than marketing, promotion or advertising. In modern management systems for public catering enterprises, the management of the quality of products and services plays an increasingly prominent role. This is explained, firstly, by the fact that quality is the most significant component of the competitiveness of services. Secondly, the quality of products and services must guarantee their safety, while ensuring the possibility of their mandatory certification, which is controlled by state supervisory authorities.

Specialists offer many models to improve the quality of service and the degree of customer satisfaction with goods and services. There are usually two aspects to this:

The first is the need for accurate customer specifications. It is important that the enterprise knows and understands the specific needs of customers, as well as the benefits that they associate with the purchased goods and services.

The second aspect is the organization of production, service and maintenance in full accordance with the specifications of consumers. An enterprise needs to maintain constant communication with customers and disseminate the information received to all its divisions, and then use the acquired knowledge to produce higher quality goods and services, taking into account the needs of the clientele.

In general, three conceptually different goals form the basis for the development of a permanent customer orientation policy:

First, the enterprise must collect information about the clientele in order to understand its material needs and value system and satisfy them now and in the future by supplying appropriate goods and services. This should cover both actual and potential customers. Gathering information is a complex process that relies on both traditional and non-traditional methods.

Secondly, the enterprise must provide information about the clientele to all its staff and all departments that are directly or indirectly involved in meeting its needs. The goal here is to prepare the organization to turn customer needs into a guide to effective action. It is important that the information is not used only as a means of familiarizing individual departments with the state of affairs at the client. If, for example, the marketing department simply informs the manufacturing sector about what products to produce, then the whole system of customer orientation is doomed to failure. On the contrary, such information should play an active role, serve as the basis for setting such tasks, the implementation of which will help the enterprise improve economic performance.

Thirdly, the enterprise, based on this information, needs to make changes to its production programs in order to be able to provide the client with new types of goods and services. First of all, the enterprise must improve their quality, while ensuring the development of new products using information about the needs of the clientele. It is this orientation that helps many restaurants succeed in total quality management. For example, the restaurant "Paris" conducts a specially designed strategic program for total quality assurance under the motto "Leadership through quality". To achieve this goal, the entire activity of the company was restructured. A special quality management center has been set up to coordinate and direct work in this area. For 2 years of the program implementation, the quality of assembly operations has increased by 63%, product reliability - by 20%, production costs have decreased by 20%. Improvement in product quality provided an opportunity for a 10% increase in market share. It is important to emphasize that improving the quality of goods and services is achieved if the consideration of customer requirements is a continuous, systematic process.

Achieving desired quality goals is often the result of a well-thought-out combination of different technologies and a manufacturer's deep knowledge of what the consumer wants and how they will use it. Consideration by the manufacturer of the desired quality in the newly created service can stimulate the formation of new needs of society. From the point of view of meeting the needs of customers, the typology of service elements proposed by the American scientists Kedott and Tergen is of particular interest. As a result of studying the needs that influence the decision of customers to purchase services, these scientists identified four groups of service elements: critical; neutral; satisfying and disappointing.

Critical elements are the essence of the hospitality industry. These are the main factors that have a direct impact on consumer behavior. Walker J.R. Introduction to hospitality. - M: Publishing house "UNITI", - 2002. - 463 p. They should be present first because they are based on a minimum standard acceptable to consumers. If businesses are trying to survive in the competition, they must do their best to offer exactly these elements of service. Examples of these are very simple: the cleanliness of a restaurant, public spaces, safety, healthy food, and so on. These elements are called critical because they elicit either a positive or a negative reaction depending on whether these minimum standards are met or not.

Neutral elements, on the contrary, do not have a direct impact on the activities of the enterprise. These elements include the color of the uniform of the attendants, the palette of colors in which the interior of the building is made, the location of the car park, etc. Since these elements have a relatively small effect on customer satisfaction, they are not worth spending significant management effort on.

Satisfying elements may evoke a grateful response if expectations are anticipated, but no response will follow if expectations are met or, conversely, not satisfied. Examples include serving in restaurants at night, free drinks provided to guests during banquets on behalf of the director, flowers presented by the administration to ladies in restaurants, etc. It is obvious that such elements allow the enterprise to be noticeable against the general background of similar enterprises. No one will mind a free treat, flowers or chocolate found on a pillow in the bedroom in the evening.

Disappointing elements become when they are not done correctly and, accordingly, cause a negative reaction. However, no reaction may follow if everything is done correctly. These elements include poorly chosen or organized parking forcing guests to walk far, refusing to pay with the most common credit cards, unfriendly staff, or dirty ashtrays.

Conclusion

Restaurant services have a complex structure - they are made up of a large number of components and parameters that are different in nature and significance for the client. This makes improving and maintaining service quality particularly challenging. And the difficulties increase as the restaurant chain grows. Quality service in a restaurant is the essence of restaurant services and the condition for its success. The range, taste of dishes, prices, design, image, location are important, but they never compensate in the eyes of the client for inattentive and careless treatment by the staff. On the other hand, a restaurant that delivers excellent customer service gains the strongest competitive advantage.

Bibliographic link

The most common entrance exams are:

• Russian language
• Mathematics (profile) - profile subject, at the choice of the university
• Chemistry - at the choice of the university
• Physics - at the choice of the university

The food industry is an industry that is important not only because it provides people with essential goods. Thanks to her work, many other areas are stimulated. For example, the production requires special equipment, energy, chemical industry products.

Specialty 19.03.04 "Technology of products and organization of public catering" is the most important component of the industry. It involves organizational and managerial activities, as well as direct participation in production processes.

If we recall the historical analogues of the modern profession, we can go back to the era of kings, when their food was tasted by tasters. The role of a modern technologist is much broader: it covers a variety of areas related to catering points, the organization of their work and the culture of food consumption.

Admission conditions

The purpose of the direction is to train the future specialist in the skills of working with products, ranging from practical activities to research and scientific activities. Such a profession is inextricably linked with the technical and exact sciences, so they certainly check the level of their knowledge of applicants. What subjects are handed over by applicants:

• mathematics (profile),
• Russian language,
• chemistry or physics by choice.

Future profession

Graduates of the course will be able to work with food raw materials of plant and animal origin, performing their processing and quality control. They are in charge of all technical issues, from the selection of equipment to its operation. They can also design catering outlets, turn projects into reality and supervise further activities.

Where to apply

You can get a bachelor's degree in your specialty by graduating from any of the following universities in Moscow or other Russian cities:

• Russian State Trade and Economic University;
• Moscow State University of Food Production;
• Moscow branch of the Russian International Academy of Tourism;
• St. Petersburg State University of Economics;
• Samara State Technical University.

Training period

The undergraduate program can be mastered in four years by entering the full-time department. On the basis of the eleventh grade, graduates also choose a correspondence, evening or mixed form: then they have to study for five years.

Disciplines included in the course of study

A young specialist during the development of the program will get acquainted with the following subjects:

• food sanitation;
• hygiene standards;
• heat engineering, electronics and electrical engineering;
• merchandising (food industry);
• nutritional physiology;
• food production apparatuses and processes;
• enterprise design.

Acquired Skills

A young specialist will be able to solve the following tasks with all responsibility and competence:

• quality control of raw materials, their processing, storage and processing;
• production of semi-finished products;
• creation of real projects of enterprises and their reconstruction;
• registration of permits;
• development of plans and programs for the introduction of innovations;
• quality control and compliance with standards in the field of implementation;
• document flow, organization of the work of the team;
• search for shortcomings in the work of the enterprise and solutions to eliminate them;
• formation of consumer demand and forecasts on sales volumes.

Employment prospects by profession

A bachelor with a full store of knowledge will easily find a job: he can work at enterprises of various forms of ownership, whose activities are related to food products. These are restaurants and cafes, hotels and specialized workshops.

Who are the graduates of the direction:

The level of remuneration of such a specialist is always quite high. But it differs, depending on the place of application of professional competencies. The average salary is about 50 thousand in domestic currency. But it can be many times higher if a professional proves his worth and works in an expensive restaurant, for example.

Benefits of applying to a master's program

If a student continues his studies and starts mastering the master's program, he will immerse himself in the field in more detail, and subsequently become a valuable and sought-after specialist. Here, the issues of how to build and organize the work of an enterprise, control all the nuances that affect its efficiency are already studied in more detail.

A significant role is played by practice, without which a master's degree is impossible. Students work in labs and existing businesses to develop specific skills. Therefore, they are able to solve a variety of tasks, including non-standard ones. Such graduates can apply for the positions of directors of enterprises, engage in teaching activities.