FOOD SERVICE CUSTOMER SATISFACTION AND SERVICE STRATEGIES
A Research Paper Presented to
The Faculty of English Department
College of Hospitality and Institutional Management
Our Lady of Fatima University-Antipolo
In Partial Fulfillment
of the Requirements for the Course
Hotel and Restaurant Management
Nava, Juan Francis
Cas, Byrne Ran
A. Background of the Study
During the Middle Ages and Renaissance, Inns and Taverns were simple places for travelers to get some rest and a drink. Around 1600, the first coffeehouses opened in France and rapidly grow around Europe. Serving most beverages like cocoa, coffee, and wine, these were place for the locals to share conversation. “Hotelsgarni” began growing around France during the reign of Louis XV (1715-1774). These were large houses that rented out rooms by the day, week, or month. Around 1760, the word “hotel” was introduced in London. Up until the 18th century, inns and taverns only offered foods, drinks, and accommodations to travelers.
Early 19th century Paris was home to grande cuisine also known as haute cuisine, which were meals consisting of dozens of courses, intricately prepared, served like a choreographed ballet, and elaborately displayed. Known as the ‘chef of kings and the king of chefs’, Marie-Antoin Carẻme (1783-1833) was acknowledge as the master of French grand cuisine. As chef to diplomats and kings, he stated, in the preparation and presentation of food, his goal is “lightness”, “grace”, “order”, and “cleanness”. He made the use of roux, and created a system for classifying sauces. Carẻme’s most famous five-volume work on grande cuisine and his views on the profession, L’Art de la cuisine au XIXe siecle (1833) encompasses not only his life’s work, but summarizes hundreds of years of culinary growth.
According to historians, the first American restaurant is either Julienn’s Restaurator in Boston, or San Souci or Niblo’s Garden in New York City. But, the most famous first American restaurant is Delmonico’s. Swiss brothers Pietro and Giovanni Delmonico opened Delmonicos in 1827 on William Street in New York City. Delmonico’s chef, Charles Ranhofer (1836-1899) was the first internationally renowned chef of an American restaurant. Chef Ranhofer is best known best for his “Franco-American” encyclopedia of cooking, The Epicurean (1893). Refining grande cuisine in the late 19th century, August Escoffier (1846-1935) simplified flavors, dishes, and garnishes, introducing classic cuisine. His most important contribution and enduring treatise is entitled Le Guide culinaire (1903) still used to guide chefs today. Three of Escoffier's most noted career achievements are revolutionizing and modernizing the menu, the art of cooking and the organization of the professional kitchen. Escoffier simplified the menu as it had been, writing the dishes down in the order in which they would be served. He also developed the first à la Carte menu. The honors due Escoffier can be summed up by a quote from Germany's Kaiser Wilhelm II when he told Escoffier, “I am the Emperor of Germany, but you are the emperor of chefs”. Cesar Ritz (1850-1918) worked hard as an apprentice to a hotelkeeper, a handyman, and at nineteen, a restaurant manager. Offered the manager of the largest and most luxurious hotel in Switzerland, the Grand National at Lucerne, Ritz worked the next 11 summers at making the Grand National, grand again. With his friend August Escoffier, Ritz revolutionized dining out in Europe. Orchestral music was played during dining, along with softer indirect lighting, harmonizing decoration and furnishings, dignified service, and epicurean food.
A. Statement of the Problem
This study aims to answer these following questions:
1. How to improve the...
References: Marketing Strategies for Fast Food Restaurants (A. Kara, E. Kaynak International of 1995)
Predicting Customer Choice in Services using Discrete Choice Analysis (R
Designing and Positioning Food Services for Multicultural Markets (R. Verma, ME. Pullinan, JC. Goodale 1999)
Dopson L.R. Haes, D.K. (2011) F&B cost control 5th Edition, New Jersey, John Wiley and Sons, Inc.
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