FOOD & BEVERAGE

MANAGEMENT
Dodik Prakoso Eko Hery Suwandojo, S.ST.Par.,
M.M., CHE
Food & Beverage
Management

Adalah seni mengelola perusahaan

yang bergerak di bidang layanan
makan dan minum
 FOOD
&
BEVERAGES

CUSTOMER
EXPERIENCES

FB PRODUCT FB SERVICE
(TANGIBLE PRODUCT) (INTANGIBLE PRODUCT)
 F&B DEPT
ORGANISATION
CHART

1+2
 RESTAURANT
Secara etimologis restoran berasal dari bahasa Inggris re-store yang
berarti memulihkan kembali kondisi, restoran dapat diartikan sebagai
tempat yang berfungsi untuk menyegarkan kembali kondisi
seseorang dengan menyediakan kemudahan makan dan minum.

CUSTOMER EXPERIENCES
 Tangible Product
 Intangible Product
 Tangible Product
Food & Beverages

• Foods :
Includes a wide range of Styles and Cuisine Types

• Beverages :
Includes all Alcoholic and non-alcoholic drinks, cold
and hot.
• Food style: vegetarian food,
fusion food

• Food types: can be classified by country

(e.g: Indonesian food, Italian food).
Types of Beverages

Alcoholic drinks Non alcoholic drinks

Ruud Reuland
Research in the field of hospitality :
Int. J. Hospitality Management, 1985

Hospitality Industry mengelompokkan pengalaman

tangible dan intangible products menjadi 3 kelompok:

• Product (P) bersifat fisik, makanan & minuman,

bangunan dan fasilitas lainnya.
• Behavior (B) perilaku seluruh karyawan dari tingkat atas
maupun bawahan
• Atmosphere (A) suasana dalam arti luas.
 Atmosphere :
In the marketing literature, atmospherics is defined as the “effort to
design buying environments to produce specific emotional effects in
buyers that enhance their purchase probability” (Kotler, 1973 p. 50).

• Kebersihan & Kesehatan (Safety, Hygiene & Sanitation)

• Kenyamanan (comfort)
• Keindahan (nice looking),
• Suhu (temperature), dekorasi (interior & design)
• Tata letak ( lay-out)
• Penampilan karyawan (appearance)
• Pencahayaan (lighting system)
• Ketenangan tamu (privacy)
1+2
Consumer & Customer
How To Make
What is CONSUMER ? Customer Satisfaction

Consumer = Konsumen
Bring
The
What is CUSTOMER ?
Customer = Pelanggan
WOW
SERVICE

“Setiap Pelanggan adalah Konsumen

namun tidak semua Konsumen adalah Pelanggan”
 Key Word
• Tujuan dari perusahaan adalah untuk mendapatkan
keuntungan.
• Keuntungan didapatkan dari hasil penjualan kepada
konsumen dan pelanggan
• Konsumen yang puas akan menjadi pelanggan
• Kepuasaan pelanggan berasal dari terpenuhinya
kebutuhan dan keinginan melalui proses pelayanan prima
• Pelayanan Prima muncul dari pelayan yang memuaskan

KEPUASAN PELAYAN (STAFF) = KEPUASAN KONSUMEN & PELANGGAN

Food & Beverages
Management Cycle
1. Consumer & Market

8. Monitoring Consumer 2. Formulation of Policy

Satisfaction

7. Controls Cost and Revenues 3. Interpretation of demand

6. Production & Service 4. Convergence of Facilities

5. Provisioning
1+2
Explanation 1 :
Food & Beverages
Management Cycle

1. The
existing and future consumer needs and the potential
market being served by the
operation.
2. Guiding the choice of the operational methods that are

used.
3. Decisions on the range and type of menu and beverage
lists to be provided, as well as other services, and the s
ervice levels to be offered and the prices to be
charged.
4. The planning and design, 1+2
and operational capability of t
he facilities, plant and equipment to support
Explanation 2 :
Food & Beverages
Management Cycle

5. Developing
purchasing, storage and stock control methods to meet the n
eeds of the food production, beverage provision and other se
rvices being
provided.
6. Knowledge
of the operational and management requirements for the foo
d production. Together with the management and staffing ne
eds in order to meet the requirement of the
operation.
7. Maintaining
robust systems for the accounting of revenue and the monito
ring of costs of materials, labor and
overheads.
Consumer & Market

Reason for Eating Out :

• Convenience
• Variety
• Labor
• Status
• Culture / Tradition
• No Choice
Main Aim
To Achieve Customer Satisfaction

By meeting the customer Needs & Wants:

1. Physiological: the need of special food items

2. Economic: the need of good value for the price paid
3. Social: a friendly atmosphere
4. Psychological: the need of enhancement of self-esteem
5. Convenience: the desire for someone else to do the work

1+2
Developing Restaurant
(Build a Restaurant)
Menu

Food Quality Location

MARKET
&
CONCEPT
Service Leadership

Ambiance
Price