Service is the key to guest satisfaction. This course shows you how to plan for and successfully manage different types of food and beverage operations, including coffee shops, dining rooms, room service, banquets, on-site food service venues, and more. You’ll gain management know-how, planning skills, and hands-on techniques for consistently delivering quality service in every type of operation. Case studies by industry experts encourage you to think critically about situations you may face on the job.


Prerequisites: None

Course Description: This course provides students with practical skills and knowledge for effective management of food service operations. It presents basic service principles while emphasizing the importance of meeting and, whenever possible, exceeding the expectations of guests.

Objectives: At the completion of this course, students should be able to:

  1. Define “moments of truth” and identify staff members needed in a food service operation.
  2. Summarize typical restaurant server and busperson duties.
  3. List and discuss the tasks that banquet servers and room service attendants perform.
  4. Describe the duties of beverage servers and bartenders.
  5. Identify legal restrictions and liability issues affecting the service of alcoholic beverages.
  6. Explain how to tell when guests are intoxicated, and outline the steps to take when stopping alcohol service to them.
  7. Describe the importance of the menu to food service operations and explain how it is planned and designed.
  8. Identify procedures and issues involved with purchasing, receiving, storing, issuing, and controlling food service operation supplies and equipment.
  9. Summarize design, decor, and cleaning issues for food service operations.
  10. Describe the critical role of food sanitation in food and beverage operations, explain the HACCP concept of food safety, and discuss the role of staff members in ensuring food safety.
  11. Explain how food and beverage managers develop labor standards, forecast food and beverage sales, prepare work schedules, and analyze labor costs.
  12. Discuss revenue collection and control systems.
  13. Describe casual/theme restaurants and list examples of ways they give value to guests.
  14. Explain how banquets and catered events are sold, booked, planned, and executed.
  15. Discuss room service issues and summarize procedures for delivering room service.
  16. Describe on-site food service operations in the business and industry, health care, and college and university markets.

Group Teaching Guidelines: This course is designed with 14 chapter sessions that can be combined or broken down to meet a variety of scheduling needs. Since the course stresses the practical application of dining service management concepts, sessions include case studies and in-class group activities.

Evaluation: The student must complete a comprehensive final examination.

Learning Resources: Managing Service in Food and Beverage Operations, Third Edition, by Ronald F. Cichy, Ph.D., CHA, and Philip J. Hickey, Jr.