💥 PLANNING AND OPERATION OF FOOD & SERVICE💥
💬STEPS FOLLWED
IN PLANNING AN OUTLET
Planning
is the first and the most important factor to be considered while establishing
an outlet. Proper planning reduces project time and labour cost. There are
three steps involved in planning.
STEP 1 Doing market survey and
gathering information. Actually developing
the blue prints and putting plans into practice.
STEP 2 Procuring funds and the required
space area or building and
equipment; setting standards (SOP) and recruiting staff.
POINTS TO BE CONSIDERED WHILE PLANNING AN OUTLET
Location: Location of the outlet plays a major role in deciding the
operations.
It also affects the profitability.
Operations of an
outlet located in tourist spot or in a resort area is different
from those in an
outlet located in an urban area.
Target market: Recognizing a market
segment and understanding their
preference is very important to cater to a target market
Business Potency:
Knowing the potency of a particular market segment or location is essential to
start an outlet, because business comes from the potential guest and not from
the population of the market.
Budget:
Budget affects the size and quality of operations. Most of the planning is directly connected to budgeting. One
should remember to include initial operational costs in the budget.
Space
availability: Procuring space for establishing an outlet is one of the major
difficulties faced. Sufficient space is required to accommodate the potential
guests, and more often this is expensive. Space should not be very from
targeted location
Availability
of skilled manpower: Success of any operation depends on the quality of
services offered. Quality service can be achieved by setting high standards. To
maintain the high standards and to provide speciality services, skilled staff
is required. Getting skilled labour is expensive.
Local Influence: The greatly
affecting factors are religious and communal restrictions, culture life style,
and eating habits of a particular locality.
Competition:
Identifying and studying competitors is important while planning an outlet. A
detailed analysis of the competitors helps in introducing new concepts and
better services in an outlet
Legal
aspects: This is important and generally ignored aspect of outlet planning.
Finding and completing all legal formalities is essential. It is always
advised to adhere to local laws.
PHYSICAL LAYOUT OF AN OUTLET
The
term ‘layout’ means positioning of the work centres. Work centers can be main
operational areas or ancillary areas. These areas are arranged with respect to the equipment used in a
particular area and the flow of operations.
It is also necessary to keep in mind the architectural and infrastructural difficulties while making a layout; for example, services such as drainage and fuel supply lines.
A layout is the
first step towards putting plans into action.
OBJECTIVES OF A GOOD LAYOUT
1. To make maximum or optimum use of the available area, keeping equipments
in an orderly way
2. Giving maximum moving space to the
staff and the guests
3. To allocate washing and storing areas
4. To ensure that service time is
minimal as possible
5. To ensure smoother flow of operations
6. To reduce unnecessary movements of
the staff and equipments.
7. To give comfortable working conditions
to staff
8. To ensure safe environment
9. Guest flow path and staff flow path should not cross each other

the seating capacity, arrangement, and type of
operations. A general guideline is that, the guest area should be 70% of the
total outlet space. The rest 30% can be for the supporting areas. This
percentage may differ from operations to operation. First, it is essential to
identify the capacity of an outlet. This can be calculated with a simple
formula based on three factors.
§Expected
Guest Flow /Potential Covers: This figure can be achieved by
doing market study and competitor analysis.
§Available
Service Time
/Operating Hours: This is outlet opening time for a
meal in minutes.
§Average Meal Time: This is the
average time taken to consume one meal in
the outlet. This is decided based on
the type of operations and the menu
offered.
By applying the above figures into
formulas, we can calculate the required
cover capacity for an outlet.
Available
service Time
= XYZ (Possible Turnovers)
Average Meal Time
Expected
Covers = Minimum covers required
XYZ
The above formula
can be easily understood with the following example:
Expected covers =
180
0 0
Available service
time = 120 minutes (2 hours)
Average meal time
= 30 minutes
120/30 = 4
4 is the count of
possible turnovers
180/4 = 45
So,
the minimum covers required are 45. You can add some overflow covers and make
it a 50-cover seating arrangement.
A standard table of 4 covers
occupies 8 x 8 ft, (i.e., 64 sq. ft. area, which
included
the space occupied by the chairs and the moving aisle).
The above figure translates that on an average one cover requires
16 sq. ft.
area.
For the above 50-cover
seating arrangement the area requirement is 50x 16 = 800sq. ft. But this 800 sq. ft. is the space required only
for the seating arrangement and moving aisle. To accommodate the required space for other
areas such as side stations, buffet (if applicable), and guest waiting area, 25 per cent space should be added.
That will make it
800+200 = 1000 sq. ft. (total guest area).
As discussed earlier, guest areas are
70 percent of the total area . This translates that 1000sq.ft. is 70 per cent
and the rest 30 per cent is the supporting area.
The supporting
areas is 428 sq. ft.
The guest area is
1000 sq. ft.
The total area required to establish
a 50 – cover outlet is 1428 sq.ft.
(approx)*.This is for basic understanding.
Other factors
that affect the space calculation are as follows:
Type of operation
Service design
Service stations
and billing points
Back area and
storing area
Kitchen location
nteriors and décor
THE STAFF REQUIREMENT CALCULATION
The staff number and organization of
an outlet depends on its type and size. The service design and the standards to
be maintained determine the skill levels of the staff. But the number is always in relation to the number of covers
to be served. This is also known as “staff ratio”.
*The calculation
is only for basic understanding
Points to keep in
mind whole staffing an outlet are as follows:
Kitchen
efficiency
Service design
and its complexity
Equipment and modern
techniques used
The staff requirement for an existing
outlet can be calculated by the formula given below:
Total covers forecast per shift = Number of staff required Average productivity
per shift
Total Covers
Forecast: This figure can be achieved by
analyzing the past sales records or the guest flow reports.
This number may not be accurate all the
time. But with experience and practice, we can predict
a very close to actual
figure.
Average
Productivity: This can be measured by analyzing sales per waiter
over a given period
of time or a shift. The other commonly practiced method is to calculate the
covers served by a waiter over a period of time.
Total covers
served in a shift =
Average productivity per shift Number
of waiters in a
shift
The above formula might not be
effective for a new outlet and fresh requirement. The reason is that the
average productivity cannot be calculated
for a newly established outlet.
So, the best way to conclude on staff requirement
is to follow the
standard guidelines.
The general guideline for speciality
restaurant is, for every 30 covers, tow stewards and one supervisor are
required, again these numbers are greatly influenced by the complexity of the
service design.
A
50- cover coffee shop operation requires only three stewards and one supervisor per shift. Because the services
offered here are more casual and less staff members are required per
shift. The objectives of a service professional while staffing are as follows:
To minimize the
staffing as low as possible.
To maintain
restaurant standard high.
Minimizing the
staff turnover by providing better work area.
To maintain a
friendly and cooperative attitude among all the staff members.
SEATING ARRANGEMENTS
The way with which seating area is
organized makes a lot of difference to the guest experience. Various seating
patterns and styles not only give a better look to the restaurant but also
provide different comfort levels to the guests. The main objectives of
discussion about the seating arrangements are as follows:
Providing maximum
comfort to the guest.
Giving enough
moving space to the staff and the guests.
Creating a great
ambience.
For maximum
utilization of space.
The
above objectives can be achieved only by proper planning of seating
arrangements. These are a few points to be considered to get a perfect and
suitable seating plan for a particular outlet.
More moving space can be achieved
by arranging tables and chairs
diagonal
to the walls (see fiq) Elevated seating sections in large restaurants, add more
value to the ambience.
Glass partitions, screens,
and alcoves between
two adjacent tables give intimate
dining experience
to both the parties. They also save a lot of space.
Avoid having side stations in the center of the seating arrangement unless there
are pillars.
Arrangement of sofa seating and individual chairs
can give a choice to the guests.
It is advisable to
have few larger tables or round tables for groups and families.
SELECTION AND PLANNING OF EQUIPMENTS
The equipment used in food and
beverage outlets can be categorized into ‘heavy-duty’ and ‘light-duty’ equipment. As the name refers, the
heavy-duty equipment is too heavy to move
and shift. Working tables, refrigerators, bain- marie, deep freezers,
food cabinets, and trolleys usually come under this category. On the other
hand, the light duty equipment is smaller in size and easy to carry. Trays, crockery, cutlery glassware, and flatware come under this
category.
Heavy –duty equipment: These are large in size and difficult to move around. So , a great care must be taken while planning to purchase and locating them.
Once the heavy equipment is located or fixed, it is difficult
to shift it. So,
identifying
the correct locations for the first time is very important. As the heavy-duty
equipment is expensive therefore, it is necessary to check its durability and
life warranty.
Light-duty Equipment: This category
mainly consists of crockery, glassware, cutlery, and linen. As these are small
in size, there is a lot of probability of misuse and pilferage. So, a great
care must be taken when selecting and deciding on stock levels.
Factors to be considered while purchasing Equipment
The purchase
should reduce the labour cost.
The equipment
should make monotonous jobs quicker and easier.
It should look
attractive and clean in guest areas
It should have
long durability for better value for money;
The equipment
should be easy to operate and maintain.
It should
increase the production and service standards.
It must be of
multiple uses.
It should fit in
the available space.
Most importantly,
the equipment should be energy efficient.
Calculating Quantities of Equipment Required
One
of the major purchases for any establishment is equipment. This may consist of heave-duty or light- duty
equipment such as cutlery, crockery, and glassware. Great care must be taken when deciding
stock levels, because major
portion of investment is spent on the equipment. Usually, these service equipment are maintained in ‘par
inventory levels.’ If equipment are
overstocked, the cash flow and storage place are blocked and chances of pilferage
and theft are increased. On the other hand, if the stock is insufficient,
then you may need to compromise on service standards and procedures.
This leads to guest dissatisfaction, and ultimately losses in business.
The restaurant manager is responsible for setting up the par stock levels based on the operations and frequency of
usage. They also decided on how low the par stock should be before placing the
next purchase order. Stock levels vary based on dishwashing procedures and
on-site laundry. The following guidelines help deciding on par stock levels.
When operating a number of outlets the patterns and designs of equipment need
to be considered. If there are different patterns for each outlet it gives a
unique identity to each operation. But it creates sorting problems at common dishwashing.
It is also expensive to maintain different stocks separately.
Chinaware : The stock should permit one complete set in the restaurant, one in process (i.e., in washing and kitchen), and one in
reserve (still room). Thus, it is advisable
to have three par levels for the chinaware. But for items such as
B&B plates and under liners, which are used more frequently in large numbers, need
to have and extra par.
Glassware: As a rule of thumb, hotels maintain
three par stock levels for each variety of glassware, But for few exceptions such as frequently used wine glasses
and water goblets, an extra par needs to be maintained. This stock level may
vary based on many factors for example, the ‘lead
time’ or ‘waiting time’ for
specific logo glassware and breakage rate in the property etc.
Steel or silverware:
The general three
par levels may alter for specially embossed flatware because of the ‘lead time’. It also depends on the theft and
loss rates of the property. An onsite burnishing machine can help reduce stock
levels of the
silverware.
Linen: Linen is of two types in food and
beverage organizations. One is ‘table
linen’ and second is ‘uniforms. Table linen includes tablecloth, slip cloths, and
napkins. Minimum par stock for the table
linen is three
times. But it varies based
on the cover turnover and busy operations. Normally, high turnover outlets need
to maintain four stock levels. The cleanliness of staff and their uniforms
speak about the hygiene levels of the outlet. The uniforms should be issued in
three sets. With this plan an
employee can wear one, store another for the next shift, and launder the third.
Quality and purchase Specifications of Different tableware
In many hotels, an executive committee comprising the heads of the departments
and the general manager makes a decision about the quality and quantity of
equipment. Once the decision is taken, a great deal of research has to be made
about the product and suppliers by the purchase
department. This is done by studying brochures of different brands, talking
with sales representatives, and reviewing samples.
Then the purchase department requests for price quotations
and
makes a comparative statement for lower costs. Some amount of negotiation
is required before placing the order. Once order has been placed, the same
information is filed in purchase record books. The information is useful when
the products are received for verification. Standard specifications are made
based on following points:
Budget
Type of operation
Compatibility with
the theme
Quantity required
Storage space
Chinaware:
It is reported that 70-80 per cent of breakage occurs in the dishwashing area. So, commercial quality
crockery is advisable which is
resistant to chipping, cracking
and scratches. Often heavy or thick china is used
in fast – food outlets. Heavy crockery may hold heat efficiently, but is vulnerable
to breakages. Moreover, it looks awkward and needs more storing space. For
class-one restaurants, thin and glossy finished crockery is recommended.
Chinaware can be purchased from domestic or foreign
suppliers. Whatever may
be the case, the lead time must be considered while placing orders. In some
establishments, management may decide to have logo-printed chinaware or special-pattern chinaware. In this case, purchase specifications need to mention
clearly. As a quality
and professional matter,
high-quality crockery should never
be mixed with low-quality glassware or cutlery. Usually, different patterns are
also not mixed together in the same outlet.
Glassware: Managers must consider a lot of factors before placing on order for
the
glassware. The glassware must march with the theme of the outlet. Price must be within the range of allotted
budget. Open or general stock glassware is less expensive than the custom-made
stock. Rolling edges and rims on glasses reduce cracking and chipping. Stemmed
glasses look attractive, but are more susceptible to breakages. Cleaning and storing procedures need to be addressed
before placing an order.
Breakage ratio and lead time are important points to be
considered. Steel or silverware: The true silverware is highly expensive
and
difficult to maintain. Some of the elegant hotels use silver-plated cutlery and
flatware.
This type of cutlery is also called ’hotel
plated’ or ‘electroplated nickel silver (EPNS).’ This type of flatware gives elegant and royal look to the restaurant
décor. But
EPNs items need to be plated very often. If the establishment has in-
house ‘plating plant’ and ‘burnishing machine’, it reduces the maintenance costs
and also increases the durability of the equipment.
Nowadays, most
of the establishments are opting for ‘stainless steel’ flatware
because of its low maintenance costs. Stainless steel cutlery can be made to any
purpose, any shape and style. As the name indicated they are stain proof and
resistant to rust. It is also difficult to bend and
break. Another advantage
of the stainless steel cutlery is that it is most cost effective
and widely available. It can be made in different
varieties such as glossy finish, dull finish, or matte finish to
suit the outlet theme. The controlling of cutlery stock is a difficult task and
should involve strict procedures. Only the number of stock that is required for
operations should be issued.
Linen: One must consider the comfort and quality of fabric while selecting for
table linen. A moderately thick and absorbent cotton material is recommended for table linen. Maintenance of linen is an expensive match with the theme and décor.
PLANNING THE INTERIORS OF AN OUTLET
The total dining experience comprises
not only food and beverage served but also the atmosphere created. Ambience
or interiors of a restaurant play a major
role in attracting and keeping
the business. The major elements
of interiors are
(a)
décor, (b) lighting, (c) colour, and
(d) furniture. We will be discussing about
these four
elements individually.
Décor
Décor
means decoration of the place .It mainly consists of fixtures, fittings,
picture frames, paintings and other artifacts. By changing the décor, we can
change the ambience of a restaurant. While creating a perfect décor, managers
should not neglect operations. The décor should not interrupt the smooth operations. Decorative items should be of commercial
quality to withstand wear and tear. They must be easy to clean and
hygienic. Another major point to consider is safety. Some common safety issues
are listed below:
Smooth and slippery floor in the outlet looks very elegant and shiny. But it leads
to many accidents. Exposed rough or sharp edges of tables and chairs can hurt
people in the operations.
Splinters and
nails of tables and chairs can hurt guests.
Unmarked glass
doors can lead to accidents.
Steps must be
railed and lighted to avoid tripping-over.
Hanging
decorations or low ceilings must be marked.
Emergency exists
should not be blocked with decorative items.
The
above given factors should be considered while designing the décor of an
outlet.
Pictures or wall hangings and other
decorative items need to use with great care to portray a particular theme. For
example, a nautical or marine theme can be
achieved by placing various ship models, paintings of anchors, fishing nets, wall hanging buoys, and shells. These items can be located based on the
space available and the colour contrast.
Lighting
Modern
designers are showing interest in using a variety of lighting and light
sources. A wide range of effects can be created by contrasting different
lights. Lighting in food and beverage outlets is mainly categorized into two
kinds.
Functional
lighting: This kind of lighting is required for operation in the back area and
kitchen. It is also required on tables to enable the guest to read the menu and see the food and beverage
presentation. This kind of lighting amounts
as much as 75 per cent of the total
restaurant lighting. Functional lighting is more common on tables, at buffet counters, display articles, and on the pictures
and paintings.
Decorative
lighting: This kind of lighting is used to create ambience and décor. It is a
part of decoration. This included wall bracket lamps, serial lamps, and picture
focus lamps etc.
To create a correct a correct
ambience with correct illumination, one should
use
different types of lightings in the correct combination. There are two main
types of lightings used in food and beverage establishments. They are
incandescent lights and fluorescent lights.
Incandescent lighting is warm and inviting.
But these lights are less energy
efficient to operate. And the yellow hue of the bulbs may change the natural
colour
of the food items. Fluorescent lighting is known for the lower operating cost. Natural
colours are not shaded by the white light. But it is often criticized
for its pale, dull, and lifeless illumination. Therefore, it is advisable to use a
combination of both the lights in balance to create a warm, romantic, and bright
atmosphere. Many experts
recommend 70 percent of fluorescent and 30 per cent
of incandescent light in the total lighting system. This gives a mood of
enjoying the meal and a pleasant, natural appearance to the food items. Expert restaurant
designers use tips from ‘psychology of
lighting’ in developing lighting system for a restaurant. Below are a
few tips on creating a correct lighting system:
- Brighter
or strong lighting
is not comfortable to eyes,
thus gives a
message of ‘eat
quickly and leave.’
- Soft lighting creates a mood of
‘relax and dine at leisure.’
- Sparkles enhance the appetite and
encourage conversation.
- Spotlights on seating
areas should be avoided. Guests
should be
surrounded with
light rather than spotting them.
- Candles between people draw them together.
- Direct lighting to be countered with
soft lighting.
To keep the desired mood and effect of lighting, dimming systems are widely used
around the world. In modern days most of the speciality
outlets are opting for
semi-automatic or fully automatic dimmer systems. These automatic dimmer
systems are preset with different combinations of
lighting. By just
selecting any one mode of lighting on the dimmer system, the combination can be
changed between dim and romantic mood for dinner, and bright and cheerful mood
for lunch.
Colour
The
colours used in dining areas obviously affect the atmosphere. Designers follow
a wide range of rules while selecting colours. A great care must be taken while choosing the right colour, since food and colour are closely associated. The
colour scheme used must reflect the character of the restaurant. Usually, white
, cream, beige, blue, and yellow are the mostly used colours in food and beverage
establishments.
A combination of different colours can be used to balance and to create the desired
effect. Colours also affect the mood of the guests. It is observed that cool
colours such as light green, blue, and violet give a relaxed dining experience.
In contrast, war5m colours such as yellow, red and orange will stimulate
activity; thus, encourage fast table turnover.
Colours also have and impact on the room size. A small room can be showcased
as a large room by painting it with some bright colours. Similarly, a large
area can be painted with a dark colour to give a more intimate feel.
Furniture
The
dining room furniture is available in wide variety, and it can fit in any
atmosphere and décor if selected properly. A great care must be taken while
selecting furniture because it is an expensive decision. The cost of furniture
makes nearly 50 percent of the total initial investment.
The
next important factor to be considered is ‘comfort’ of the guests. Heavily cushioned furniture gives a sinking
feeling and is not comfortable while dining. Hard surfaces are also not suitable
for long sitting
and relaxed meal. Furniture
should not occupy too much of space. Professionals should consider the table
size
requirements, compatibility with the theme, and materials used for the
furniture.
Wood is the most commonly used material for the dining room furniture. Various
types of woods are used to suit the décor and theme. Wood is most preferred
because it is strong, rigid, stylish, and able to resist
wear and tear. Metals such
as aluminum, steel, and brass and other materials such as plastic, vinyl, and fibre glass re also
used in modern days to create attractive and contemporary furniture. Selected
furniture must support the type of operations, keeping the guest comfort in
mind.
PLANNING MENU FOR AN OUTLET
For many outlets,
menu is their unique selling point. A properly planned menu can change
an outlet’s balance
sheet form negative
to positive. A food and
beverage outlet primarily offers its menu and then services. That is the reason a
menu
plays an important role in the success of the outlet. A great deal of
discussion is required before coming to a conclusion on menu. The past guest suggestions and potential guest advises are to be taken into consideration. There
are a few points that need to be considered while compiling menu for an outlet.
1). Identifying the market segment that is to be targeted helps in menu
planning. This gives clarity
on the class of clientele to be catered.
2). A study of price levels accepted in the market helps in deciding the prices.
3). One should consider the type of menu to be offered. It can be an a la carte,
a table d’hote, or a buffet
menu.
4). Nutritional balance of the menu is appreciated.
5). The
dishes in the menu should march with the desired food cost levels. § A menu should
reflect the theme of the restaurant.
6). Availability of equipment and staff should be considered.
7). If it is a table d’hote menu, the time available to serve has to be kept in
mind.
8). A menu should be compatible to the theme and style.
9). Competition analysis is mandatory for success. It gives a chance to stand
different from the
competitors.
10). Some local specialties should be included in the menu to increase the
number of visitors.
11). Mix of high-priced and low-priced dishes gives better profit margins. Similarly, popular and non-popular dishes should also be mixed in the right ratio to get
a perfect menu.
12). Language and font used should be easy to understand.
13). Religious
and communal factors also effect the menu compilations. Menu Content
The menu should be compiled in a way that is easily understandable to everyone.
It should be written in simple English and in clear font. The font size must be
selected keeping the average
human eye sight in mind the main information that
any menu should have is the ‘name of the dish,
’its description in simple
language’, and ‘price
per portion.’ Some menus also
provide serving-time information. The menu must promote, advertise, and inform. It should focus
the
character of the restaurant. An English breakfast
can be pronounced like ‘two
farm
fresh eggs of your choice served with grilled sausages, crispy bacon, fluffy
mashed potatoes, and grilled tomato’
to make it more appetizing and attractive to the guest. It is always advisable
to group the similar items together for easy access. The common way of grouping
menu items is listing under course wise heading. For example.
Appetizers - Main
dishes or fillers - Deserts
Soups - Staples - cheese
Entrees - Vegetables - Beverages
It is said that the appetite lies in the eyes and not in the stomach. The dishes in a
menu must have gastronomical balance. The menu balance is also important
for its popularization.
Dishes in a menu
should be balanced based on the following aspects:
Colour - Type of cooking
Texture - Nutritional balance
Flavour
Menu display
Menu is displayed in different ways
depending on the dining room operations. The whole idea is to convey the message
of the menu and give a clear information
about the offerings. The following are a few examples:
A handwritten menu on a board or on a window glass is more suitable for casual atmosphere, and it is cheap and easy to change. Mostly used
for dish-of-the day display.
A Place mat menu is printed
on cover mats or place
mats for convenient reading.
It is mostly used
in busy restaurants to save on menu –presenting time.
An overhead menu is displayed over the service counter illuminated from behind.
This can be easily read by the guest for placing his/her
order. Mostly used in the
self-service
restaurants.
A desktop printed menu is easy to print in the premises itself.
Withthe technological development, a menu can be printed in different colours and designs as and when required. These menus can be printed in different colours and designs as and when required.
These menus can be displayed as tent cards, or laminated sheets, or
leaflets in a folder.
Menu layout:-
A layout is very important while
printing a menu. One should understand the ‘prime space’ and ‘dead spots’ on a menu while printing. The layout of a menu is
based on how a human eye travels
through a page. It is advisable to print those
dishes in the prime space
that require attention. Always avoid using
dead spots.
The location of the dead spots and prime spaces differs from single-sheet menus to double-sheet menus.
CONSTRAINTS IN MENU PLANNING:-
Planning
a perfect menu is always a challenging job. It is more than just printing some dishes together with a nice cover.
There are many hurdles to overcome before concluding on a suitable menu. Some of the constraints are
as follows:
👉Maintaining a
desired food cost at all times.
👉All the dishes in
the menu are not compatible with the theme.
👉Non-availability
of equipment and raw materials.
👉Low shelf life of
raw materials that are not available locally.
👉Non-compatibility
with the service design.
👉Unskilled staff
to produce all the menu dishes.
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