Foodservice operations are designed to deliver customer service.
They also have to balance the budget and in most cases make a profit which means efficient use of resources.
Customer service has five characteristics these are.
- ·Service level – the amount of individual customer service attention each customer receives.
- ·Opening times – what product service offerings are available during the day and or night.
- ·Standard levels – for food quality, staff training, décor, equipment.
- ·Service reliability – customer expectation regarding ‘order to service’ waiting time.
- ·Service flexibility – ability to cater for specialist dietary requirements. Serve smaller portions etc.
- ·Materials – the commodities and the equipment
- ·Staffing – labour cost
- ·Premises – the number of customers that can be served.
The balance between maintaining service and high productivity should be clearly understood. For example a restaurant able to cater for thirty shouldn’t take bookings for fifty and expect customers to leave with a positive experience.