Foodservice Equipment & Supplies

AUG 2019

Foodservice Equipment & Supplies magazines is an industry resource connecting foodservice operators, equipment and supplies manufacturers and dealers, and facility design consultants.

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Page 82 of 92

80 FOODSERVICE EQUIPMENT & SUPPLIES AUGUST 2019 FUNCTIONAL BY DESIGN Customers' experience at service lines contributes greatly to their overall dining satisfaction. For staff members, efciency takes priority in a service line. Their experience in how well the line runs affects their morale and, in turn, how well they interact with customers. Layout and equipment selection contribute to all of the above. Making decisions about a ser- vice line's length, layout and •ow must include the menu mix, says Beth Kuczera, president, Equipment Dynamics Inc., Chicago. Of course, menu changes may happen along the way and the design must include •ex- ibility to accommodate changes, but she feels starting with a solid menu heads off many future complications. Common decisions after menu include determining the time required for customers to enter the line and receive their food, how staff will transport food from the points of preparation to the service line and how much cold, hot and ambient stor- age will be necessary near the service line. Add to the list guring out how much of the menu preparation will be visible to customers, which service styles — self-serve, display cooking or a combination of the two — the line will feature, how much interaction staff will have with customers and how many staff members the facility will require to ll the anticipated volume. Design decisions become part art, part science when balancing operational efciencies and customer experience. For example, an extensive menu that requires display of many ingredients may appear visually con- gested and require so much customer and staff decision-making time that speed of service slows. In that case, cutting back on ingredients would allow customers to move continuously through the line. These kinds of decisions in•uence the number of service lines required. "If you have one long counter without breaks, customers may become con- fused and won't know where to start and stop on the line," says Christine Guyott, FCSI, RD, principal, Rippe Associates in Minneapolis. Service Line Structure The placement of the ingredients that cooks use to prepare menu items remains crucial to a service line's ef- ciency. The fewer steps employees take as they work the back of the service line, the more efcient the operation. At Coppell High's Freshman Campus in Coppell, Texas, staff work- ing in the back-of-the-house kitchen that sits adjacent to the service line area place prepared menu items into Operational Eciency, Customer Experience Drive Service Line Design | By Donna Boss | The service line at Coppell High's Freshman Campus uses pans slightly smaller than standard size to hold food, which means food rotates into the line more frequently, keeping everything fresh. Photo by Lloyd Hartsfield, CounterCraft

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