Customer Service Report - Marriott Hotel Assignment
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Added on 2020-01-07
Customer Service Report - Marriott Hotel Assignment
Added on 2020-01-07
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FOOD ANDBEVERAGES
Table of ContentsINTRODUCTION...........................................................................................................................11.1 Characteristics of food production and food and beverage service systems.........................11.2 Factors affecting recipes and menus for specific systems....................................................21.3 Compare the cost and staffing implications for different systems........................................31.4 Suitability of systems for particular food and beverage outlets............................................43.1 Food and beverage menus for a hospitality event.................................................................54.1 Plan a food and beverage service for a hospitality event within an agreed budget...............64.2 Implement the planned service maintaining standards of quality and health, safety andsecurity........................................................................................................................................72.1 Use of financial statements in food and beverage operations...............................................83.2 Selection and suitability of recipes for menus......................................................................92.2 Use of cost and pricing processes.........................................................................................92.3 Analysis of the purchasing process.....................................................................................104.3 Evaluation of planned service event and recommendations for improvement...................11Conclusion.....................................................................................................................................12
INTRODUCTIONFood and beverages generally fall under hospitality sector and make sure that properservices are delivered to customers. There are different types of hotels and restaurants whichdeliver their customers various varieties of beverages and food products. Changes in taste andpreference of people take place frequently (Powell, Chriqui and Chaloupka, 2013). With thisrespect, there are different set of strategies which are implemented to make sure that high qualityservices can be provided to the customers. In order to deliver proper services, there are variousdepartments within hotels or restaurants which work together to achieve desired goals andobjectives. In this modern world, people prefer to consume healthy services and when firm doesnot provide minimum expectations, then people develop negative perception in their mind.Present report is about Marriott hotel that aims to provide their customers with high qualityservices. This report covers factors that affect menu and recipes for specific system. Further, itcovers cost and pricing process that affects customer’s perception. Lastly, it also includes factorswhich determine the success of service and making recommendation for improvement. 1.1 Characteristics of food production and food and beverage service systemsBeverages in hospitality can be determined as different type of drinks which is providedto people when they visit hotels or restaurants. On the other hand, food production refers toeffective planning of food products by determining different type of material and skilledemployees who will be able support preparing the food products (Thorndike, Sonnenberg andLevy, 2012). There are various methods through which the food is cooked. In this context, belowgiven are few of the methods:Convenience method: This is a type of method in which food is pre-processed. Thisenables to consume the product quickly. This is because the meal is generally canned or frozen.However, before consumption, it is important to warm the food product with the help ofmicrowave or any other tools. Conventional method: As per this method, food is prepared on the site of customers andthat also immediately, then it is provided or served to customers (Davis, Lockwood and Alcott,2013). Centralized method: This method is used when the food is produced in bulk. This isgenerally used for fast food products. The food is prepared in the central kitchen. 1
Sous-vide method: For preparing the food, vacuum plastic bags are used and temperatureis kept up to 70C. This is done with the help of water bath machines and it takes a lot of time. Itis helpful for raising tenderness, moisture and adds flavour to food products. Cook-freeze method: In this method, food is cooked with the help of fast freezing methodand it is stored at 18C or more low temperature. It is helpful in keeping the food product fresh forthe long period. Cook-chill method: At the initial stage, it consists of normal cooking of food and then itrapid chilling take place (Powell and Nguyen, 2013). This is done to control temperature. It ishelpful in keeping the food fresh for 6 to 7 days. There are different type of service system that is helpful in serving food and beverages. Belowgiven are few of the service system:Buffet system: As per this service system, food is arranged on the long table and it isplaced in different pattern. It is focused over large number of customers as they have theopportunity to take up any type of food products as per their preferences. Self-service: This is a type of service in which customers have to serve themselves. Inorder words, employees of restaurant do not serve customers and service users themselves haveto take up steps to get food and beverages for them (Koplan and Brownell, 2010). Cafeteria system: It provides the customers to choose and select their own food and drinkthat are displayed at the counter. 1.2 Factors affecting recipes and menus for specific systemsThere are various factors which affect the recipes as well as menus which are as follows:Recipe suitability and modification: The recipes and menus should be modified accordingto the seasons, time and preferences of the customers. Availability of ingredients inseasonality and suppliers need be taken into consideration for recipe suitability andmodification.Customer’s perceptions: The taste and preferences in food vary from customer tocustomer. For example – If a guest comes to Marriott restaurant and he does not get hisfavourite dish, he may be disappointed and this may be result in developing a negativeperception of the restaurant (Galbraith‐Emami and Lobstein, 2013). By keeping thecustomers happy and by satisfying the demands can be tough task.2
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