Service Organization and Management

Additional course materials PārZ2056_Apkalposana.pdf

Total Hours in Course120

Number of hours for lectures16

Number of hours for seminars and practical classes16

Number of hours for laboratory classes16

Independent study hours72

Date of course confirmation10.02.2015

Responsible UnitInstitute of Food

Course developer

Pārtikas institūts

Rita Riekstiņa-Dolģe

Dr. sc. ing.

Prior knowledge

Citi2002, Hotel Services

PārZ2052, Hospitality Businesses

Course abstract

Students acquire knowledge of the types of service organization, the component of service quality and conditions in various catering establishments. Students acquire knowledge and skills in functionality and modeling on processes of restaurant service.

Learning outcomes and their assessment

Know about catering business types, operation and maintenance of technological processes, 1, 2 test;
• able to plan and coordinate the catering business guest service processes, practical work and tasks;
• competence to improve and streamline the service process, homework, case studies.

Course Content(Calendar)

1. Trends and innovations of service in catering enterprises.
2. The target groups of catering enterprises, needs and wishes of guests.
3. Content of the product of the catering enterprise. Impact of sensor elements on consumer choice in restaurants.
4. Types of premises, requirements, interior and exterior, furniture of restaurants.
5. Types of table linen in restaurants.
6. Restaurant tableware, glasses and cutlery characteristics, types and application.
7. Table decoration, types of services.
8. Menu types, application, design and presentation.
9. Definition of service concept and choice of service strategy.
10.Maintenance processes in catering establishments. Service forms at various catering establishments.
11. Staff structure, responsibilities and responsibilities of the staff.
12. Quality of service and development of service standards.
13. Quality of service, customer satisfaction measurements.
14. Banquets and restaurant catering services.
15. Service steps in the restaurant.
16. Waiters sales skills and techniques in restaurant.

Requirements for awarding credit points

In the study course an accumulating exam is carried out, which consists of: practical work evaluation, independent work evaluation and two test results.
Knowledge assessment takes place in a 10-point system.

Description of the organization and tasks of students’ independent work

Independent work includes individual and group work of students. The independent presentations include lecture topics, the latest industry, scientific literature, analysis of sources of information and student creative ideas.
The course ends with the development and presentation of a catering service concept, and an development and presentation of a banquet event.

Criteria for Evaluating Learning Outcomes

The overall result of the study course consists of:
• 50% of independent work evaluation;
• 30% of practical work evaluation;
• 20% of test results.

Compulsory reading

1. Walker, John R., The restaurant : from concept to operation / John R. Walker. Seventh edition. Hoboken, New Jersey : Wiley, [2014] xiv, 492 lpp.
2. Lynn, Jacquelyn Start your own restaurant and more : pizzeria, coffeehouse, deli, bakery, catering business / Entrepreneur Press and Jacqueline [sic] Lynn. 3rd ed. [Irvine, Calif.] : Entrepreneur Press, c2009. xiv, 274 lpp.
3. Ninemeier, Jack D., Food and beverage management / Jack D. Ninemeier. Third edition. Lansing, Michigan : Educational Institute of the American Hotel & Lodging Association, 2000. xvi, 350 lpp.

Periodicals and other sources

E- žurnāli: sciencedirect.com; https://www.modernrestaurantmanagement.com; https://restaurant.org

Notes

The course is planned on the compulsory part for Bachelor study program “Catering and hotel business” for full and part-time students

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