Mais conteúdo relacionado Mais de Bean Malicse (20) HRMPS 13 (MIDTERM)Chapter 5 Managed services1. Chapter 9
Managed Services
©2006 Pearson Education, Inc.
Introduction to Hospitality, Fourth Edition Pearson Prentice Hall
John Walker Upper Saddle River, NJ 07458
2. After Reading and Studying This
Chapter, You Should Be Able to:
Outline the different managed service segments
Describe the five factors that distinguish managed service
operations from commercial ones
Explain the need for and trends in elementary and secondary
food service
Describe the complexities in college and university foodservice
Identify characteristics and trends in health care, business and
industry, and leisure and recreation foodservices
©2006 Pearson Education, Inc.
Introduction to Hospitality, Fourth Edition Pearson Prentice Hall
John Walker Upper Saddle River, NJ 07458
3. What Are Managed
Services?
Consists of all food service operations in the following segments
Service operations including
Leisure and recreation
Conference centers
Airports
Travel plazas
Military
Airlines
Elementary and secondary schools
Colleges and universities
Health care facilities
Business and industry
©2006 Pearson Education, Inc.
Introduction to Hospitality, Fourth Edition Pearson Prentice Hall
John Walker Upper Saddle River, NJ 07458
4. Unique Qualities
Challenge to please guest and client
Guests are captive clientele (they may not have an
alternate dining option)
Foodservice is not the primary business
Produce food in large quantity
Volume of business is consistent
©2006 Pearson Education, Inc.
Introduction to Hospitality, Fourth Edition Pearson Prentice Hall
John Walker Upper Saddle River, NJ 07458
5. Reasons for Contract Management
Financial
Quality of program
Recruitment of management and staff
Expertise in management of service departments
Resources available
Labor relations
Outsourcing of administrative functions
©2006 Pearson Education, Inc.
Introduction to Hospitality, Fourth Edition Pearson Prentice Hall
John Walker Upper Saddle River, NJ 07458
6. Airlines
Foodservice at airports is typically
contracted
An airline meal or in-flight meal
is a meal served to passengers on
board a commercial airliner. These
meals are prepared by airline catering
services.
The first kitchens preparing meals in-
flight were established by United
Airlines in 1936.
These meals vary widely in quality
and quantity across different airline
companies and classes of travel.
©2006 Pearson Education, Inc.
Introduction to Hospitality, Fourth Edition Pearson Prentice Hall
John Walker Upper Saddle River, NJ 07458
7. ©2006 Pearson Education, Inc.
Introduction to Hospitality, Fourth Edition Pearson Prentice Hall
John Walker Upper Saddle River, NJ 07458
8. Military
The military serves food to
hundreds of thousands of
service members each
day. Meals must be
carefully planned and
prepared to ensure good
nutrition and variety. Food
service managers direct
the facilities that prepare
and serve food
©2006 Pearson Education, Inc.
Introduction to Hospitality, Fourth Edition Pearson Prentice Hall
John Walker Upper Saddle River, NJ 07458
9. Food ser vice managers in the militar y per form some or
all of the following duties:
Manage the cooking and serving of food at mess halls
Direct the operation of officers’ dining halls
Determine staff and equipment needed for dining halls,
kitchens, and meat-cutting plants
Set standards for food storage and preparation
Estimate food budgets
Maintain nutritional and sanitary standards at food service
facilities
©2006 Pearson Education, Inc.
Introduction to Hospitality, Fourth Edition Pearson Prentice Hall
John Walker Upper Saddle River, NJ 07458
10. Elementary and
Secondary Schools
©2006 Pearson Education, Inc.
Introduction to Hospitality, Fourth Edition Pearson Prentice Hall
John Walker Upper Saddle River, NJ 07458
11. National School Lunch Act 1946, students received good meals,
the military would have healthier recruits.
School managed service focused on good nutrition and food
safety provided for school children.
©2006 Pearson Education, Inc.
11
Introduction to Hospitality, Fourth Edition Pearson Prentice Hall
John Walker Upper Saddle River, NJ 07458
12. Colleges and Universities
Colleges and university food service operations are more complex and
diverse. Among the various constituents of food service management
are:
Residence halls
Sports concessions
conferences
Cafeterias/student unions
Faculty clubs
Convenience stores
Administrative catering
Outside catering
©2006 Pearson Education, Inc.
Introduction to Hospitality, Fourth Edition Pearson Prentice Hall
John Walker Upper Saddle River, NJ 07458
13. Trends in Campus Dining
Branded concepts
Privatization
Pictured is the logo for a
campus dining hall at
Hamilton University
Campus cards
©2006 Pearson Education, Inc.
Introduction to Hospitality, Fourth Edition Pearson Prentice Hall
John Walker Upper Saddle River, NJ 07458
14. Healthcare Facilities
Health care food service
operations are remarkably
complex because of
necessity of meeting
diverse needs of a delicate
clientele. Health care
managed services are
provided to hospital
patients, long term care
and assisted living
residents, visitors and
employees
©2006 Pearson Education, Inc.
Introduction to Hospitality, Fourth Edition Pearson Prentice Hall
John Walker Upper Saddle River, NJ 07458
15. Healthcare
Foodservice Offered
Tray
Cafeteria
Dining room
Coffee shop
Catering
Vending
©2006 Pearson Education, Inc.
Introduction to Hospitality, Fourth Edition Pearson Prentice Hall
John Walker Upper Saddle River, NJ 07458
16. Healthcare
Challenge because of special meal requirements
Economic pressures of health care
Use of sous vide and cook chill methods
Increased market share of contractors
Use of major quick-service chains
©2006 Pearson Education, Inc.
Introduction to Hospitality, Fourth Edition Pearson Prentice Hall
John Walker Upper Saddle River, NJ 07458
17. Business and Industry (B&I)
3 Important terms to understand in B&I food service:
1. Contractors – contractors are other companies that operate
foodservice for the client on a contractual basis.
2. Self – Operators – companies that operate their own food
service operations.
3. Liaison Personnel – are responsible for translating corporate
philosophy to the contractor and for overseeing the contractor to
make certain that he or she abides by the terms of the contract.
©2006 Pearson Education, Inc.
Introduction to Hospitality, Fourth Edition Pearson Prentice Hall
John Walker Upper Saddle River, NJ 07458
18. Leisure and Recreation Foodservices
Characteristics
Unique and fun (Stadiums, arenas and state parks),
Customers are always in a hurry, food service offer the product
in a very short period of time
©2006 Pearson Education, Inc.
Introduction to Hospitality, Fourth Edition Pearson Prentice Hall
John Walker Upper Saddle River, NJ 07458
19. Contract Management
Client Perspective
Disadvantages
Some segments perceived as institutionalized
Potential for lost contracts
©2006 Pearson Education, Inc.
Introduction to Hospitality, Fourth Edition Pearson Prentice Hall
John Walker Upper Saddle River, NJ 07458
20. Trends in Managed Services
Increasing challenges
Reduction of revenues
Increased cost
Declining enrollment
Declining balance on debit cards
Increase in food to go
Dueling demands for managers from students and
administrators
©2006 Pearson Education, Inc.
Introduction to Hospitality, Fourth Edition Pearson Prentice Hall
John Walker Upper Saddle River, NJ 07458
21. More Trends
24 hour foodservice
Increase in healthcare and nursing homes
Proliferation of branded concepts
Development of home meal replacement options
Increased use of fresh product
©2006 Pearson Education, Inc.
Introduction to Hospitality, Fourth Edition Pearson Prentice Hall
John Walker Upper Saddle River, NJ 07458
Notas do Editor Managed services (contract management) is the practice of transferring day-to-day related management responsibility as a strategic method for improved effective and efficient operations inclusive of Production Support and lifecycle build/maintenance activities. The person or organization who owns or has direct oversight of the organization or system being managed is referred to as the offer-er, client, or customer. The person or organization that accepts and provides the managed service is regarded as the service provider . When airlines do provide meals, foodservice either comes from their own in-flight business or they have a service provided by a contractor. In flight food may be prepared in a factory mode at a facility close to airport. Caterers usually produce alternative meals for passengers with restrictive diets. These must usually be ordered in advance, sometimes when buying the ticket. Some of the more common examples include: Cultural diets, such as French , Italian , Chinese , Japanese or Indian style. Infant and baby meals . Some airlines also offer children's meals , containing foods that children will enjoy such as baked beans , mini- hamburgers and hot dogs . Medical diets, including low/high fiber , low fat / cholesterol , diabetic , peanut free , non-lactose , low salt / sodium , low-purine , low-calorie, low-protein, bland (non-spicy) and gluten-free meals. Religious diets, including kosher, halal, and Hindu, Buddhist and Jain vegetarian (sometimes termed Asian vegetarian) meals. Vegetarian and vegan meals. Some airlines do not offer a specific meal for vegetarians; instead, they are given a vegan meal. Most cafeteria style offers a cyclical menus Health care food service operations are remarkably complex because of necessity of meeting diverse needs of a delicate clientele. Health care managed services are provided to hospital patients, long term care and assisted living residents, visitors and employees Business and Industry is the most dynamic segment of the managed services industry, The menus are as interesting as commercial restaurants.