Food and Beverage Operations Management

This assignment discusses the objectives of the food and beverage control system, customer care procedures, and relevant regulations. It also highlights areas of improvement and best practices for control and customer care in the food and beverage industry.

FOOD AND BEVERAGE OPERATIONS MANAGEMENT
AMFO600

Executive Summary
The present assignment deals with food and beverage industry operations where safety, security
and protection are demanded the most. The present assignment s based upon the case of Players
Restaurant where significant deterioration in quality measures, employee services, and code of
ethics, health and safety were taking place. Customer satisfaction was immensely getting
compromised due to lack of knowledge transparency between management and employees and
effective assessment plans. In order to address each of these areas the legislative regulations
adjacent to these aspects shall be implied. This would allow the areas of discrepancies to be met
effectually.

Table of contents
Introduction......................................................................................................................................4
Discussion........................................................................................................................................4
Discuss the objectives of the food and beverage control system and relevant procedures.............4
Deduce which control and customer care procedures are lacking, discuss how these areas would
be best controlled using best practice systems and procedures.......................................................6
Utilize your knowledge of relevant food and beverage legislation to highlight areas where the
establishment may be working outside the law and discuss how they would right any areas of
concern to meet compliance..........................................................................................................10
Provide six (6) examples of relevant control documents and provide a template of each in the
Appendices, and cross reference into your discussion as appropriate...........................................12
Conclusions....................................................................................................................................13
Recommendations..........................................................................................................................13
References......................................................................................................................................14
Appendices 1: Manual for food and beverage control by food experts.........................................15
Appendix 2. Certification of workplace safety and health…………………………………………………………………16
Appendix 3: Environmental protection suitable of food preparation and service protocol...........17
Appendix 4: Quality management standard documents................................................................18
Appendix 5: Audit report under HACCP......................................................................................19
Appendix 6: Statistical Process Control evaluation document......................................................20

Introduction
Food and beverage industry demands safety and health matters to be ensured to optimized levels.
The Players Restaurant is encompassed to manifest severe and diversified risk areas in terms of
service accuracy, threats to health and safety measure, managerial information lack and
employee performance discrepancies (Kimes, 2017). The legislative recommendations to
generate regulation and appropriateness are expected to restore accuracy and productivity. There
are objectives set to identify the areas of deviation in restaurant services. The mitigation plan
addressed with legal and regulatory approaches are aimed in the next section of this assignment.
It is expected that with the help effective understanding of relevance of workplace assessment
the cost control, quality standards, health and safety and employee performances shall undergo
improvements.
Discussion
Discuss the objectives of the food and beverage control system and relevant procedures
For a hotel or restaurant to function in an accurate manner there are definite protocols to be
undergone. The services and operative systems are expected to be oriented following particular
management decorum. It is under the food and beverage control system where the practices
encompassed in any hotel or restaurant is possible to be assessed and subsequently regulated.
Keeping in context with the present case study Players is the restaurant cum café bar owned by
the retired player where acute need for food and beverage control regulation is demanded. In
order to create effectiveness within their environment and accuracy in their services, the
deterioration and unruly atmosphere gives a sense of lowering food and beverage service
structure (Dopson & Hayes, 2015). With this context in mind it is essential for this restaurant to
analyze their functions by acknowledging food and beverage aims and objectives. They
essentially delineate as follows:
 Analyse income and expenditure

It by far falls under the basic criteria to ascertain the fixed price against the food and beverage
served within the restaurant. It is relevant to ascertain the complete expenditure made upon food
within a definite period of time. The pricing policy adopted by the restaurant is necessary to be
aligned with the cost, price, profit margins and information provided.
 Establish and maintain standards.
Standards within food and beverage operations shall be established in appropriate management
instructions for employees to be directed in the proper manner. Staffs are necessary to be aware
of the operations following the manual context. The music or ambience needs to be set according
to customer preferences rather than employee or staff choices.
 Establish appropriate pricing strategies.
It is expected that cost reduction and improvement in quality shall be looked after. . Assisting the
manager of the restaurant with control decision making uses shall be projected.
 Prevent waste and fraud.
Food and beverage raw materials that are wasted are necessary to be controlled.
 Meet legislative requirements.
Health and Safety Standards adhering to Food and Beverage quality has to be abided by the
restaurant. The code of ethics has to be maintained and reflected through employee behaviors.
Personal favors and interests are necessary to be prevented.
 Provide accurate information to provide management with a clear picture of how
the business is performing.
Using transparent communication methods between owners and managers shall incorporate
accuracy in performance precursor. Delineating performance assessment protocol to keep check
over the business performance in restaurants
Relevant procedures for food and beverage control include:

It is mandate to disclose faulty purchasing and ineffectual storing of the food and beverage items
within the restaurant (Gianni, Gotzamani & Vouzas, 2017). It is necessary to resist from
pilferage and wastage. Customer satisfaction needs to be assured. Cost consciousness needs to be
incorporated within the employees of the restaurant or hotel.
Quality and appearance of meals served are expected to be high in standards. Complaints
projected from the customers are necessary to be identified, addressed and worked upon (Jackson
& Singh, 2015). Kitchen and restaurant language shall be kept clean and sanitized from time to
time. Staff operations are expected to be monitored so that effective performances are delivered.
Preventing food and beverage products and raw materials to run out of stocks
The pricing processes are necessary to be evaluated so that future pricing is possible to be
established. The competitor pricing strategies have to be analyzed in order to attract greater
amount of customers for their organization
The products comprising unpopular menu are necessary to be produced in limited amounts.
Throwing away of valuable resources shall be prevented (Zailani et al. 2015)
The managers are expected to arrange for team meetings to integrate the performances and
presence of all staffs (Robinson et al. 2016). Using dirty mops and cloths for cleaning shall be
prevented. The code of conduct shall encompass their dressing and uniforms within the
restaurant premises.
Providing policy regulation binding as instructions to orient staff performances in restaurant
premise shall be incorporated (Graham & Potter, 2015).
Deduce which control and customer care procedures are lacking, discuss how these areas
would be best controlled using best practice systems and procedures
Food and beverage industry needs to maintain customer care and specific control procedures.
However, considering the present case study there are lacks witnessed. It was therefore necessary
to choose best control applying systems and procedures as best practices. The following are
some of the delineated areas in which lack in the quality measures of Players Restaurant:

 Customer care dissatisfaction
Customer care procedure lack became evident in Players restaurant when adequate quality and
performances were not satisfactory (Borges Lopes, Freitas & Sousa, 2015). The wage structure
was extremely high in comparison to that of the sales quotient that was received by the restaurant
from their operative services. As a major expenditure it was found that the infrastructure
necessary to establish the restaurant a mortgaged repayment of the building for a huge amount of
% 5000.00 on a weekly basis is necessary to be borne by the owner. It therefore speaks for the
necessity of change in the service protocol through effective and experienced managerial
attention. There is an average entrance price fixed for $20.00. In terms of opting to have desserts
the customers are entitled to be charged $20.00. In case of ordering the main courses and meals
the food item costs range from $35.00 and $50.00 per portion. The average price of the alcohol
bought amounts for $15.00. In case of ordering a flat white coffee the cost as the Players
Restaurant’s income would be $5.5. This shall be analyzed as the income structure for Players
Restaurant.
 Restaurant policy and regulation are lacking
No such manual where the regulations and policies of the restaurant behavioral protocol shall be
stated are mentioned. The instructions required as minimum guidance to direct the manager in
their service channelization shall be incorporated. The time management structure to open and
close the restaurant is not delineated within the manual. As the manager of the floor remains
clueless about the driving protocol it is highly expected for their staffs to be increasingly
unaware of the systematic operative procedure. The Players Restaurant placed a manager of 24
years of age with no prior work experience for the entire operative assessment and control.
 Financial liability of the Players restaurant
The mortgaged repayments against the building amount accounts to be as high as $5000.00 per
week. In such a case where the cost liability is soaring high, the profit maximization protocol
was necessary to be well planned structured and seriously worked upon. On top of such an
expense, the wage structure established for the staffs are quite high in relation to the sales
quotient.

 Food quality deterioration
When the meals were served to the customers at Players Restaurant, several complaints were
projected towards them. It can be regarding their tastes, stocking of old food materials or the lack
of service presentation quality. The food quantities were wasted through the practice of free
service of meal along with beverage orders as complimentary services (Zailani et al. 2015). The
supplies of food quantities t the customers free of charge is getting added as a recurrent liability
for the cost structure built by the company owners. Such an indecisive practice to rectify the
issues cropping up to customer dissatisfaction is even more threatening for the restaurant to
suffer from economic losses.
 Wastage of restaurant resources
The wastage of food quantities through preparation of extra raw materials and unnecessary
utilization of food products being hoarded are getting decayed. The items which are unpopular in
the menu are frequently being thrown away. This wastage is causing harm to the resource and
money of the restaurant. On the other hand such huge wastages are leading to insufficiency of
food items on a busy demand driven day. Such an imbalance in the production mechanism is
necessary to be integrated and planned.
Best controlled using best practice systems and procedures.
Being owned by a renowned retired rugby player of New Zealand the restaurant aimed to set a
new benchmark in the hotel and restaurant industry. When the operation of control and system
over the food and beverage structure was tried to be established the deficiencies in the above
areas were found to become vivid. The following areas were necessary to be assessed as a part of
the operative control protocol for Players restaurant café and bar:
Operational management efficacy
It is necessary for effectual visionary leadership and management team to take control of the
entire operative structure (Wood, 2018). Instead of continuing such heavy financial liabilities it
is required for Players Restaurant to adopt a low budget infrastructure where the monthly
payments of building shall be reasonable to afford. The sales quotient needs to experience robust

and drastic escalation through accurate service delivery. The costs of the food and beverage
items need to be raised so that equilibrium is possible to be established in this regard.
Food quality procedures and standards
The restaurants are expected to be acknowledged for their staff service effectiveness and
primarily due to their food quality and standard of service. The meals offered in Players
Restaurant were highly required to be subjected to questionability. Neither in appearance nor in
taste or quality were the meals suitable for serving to the customers.
Appropriate pricing strategy
The pricing strategy was therefore necessary to adopted following on competitive pricing
structure. The profit maximization with reduced expenses and increased sales quotients were
tried to be implemented within Players Restaurant. It was necessary for this restaurant to reduce
their expenses as much possible and work towards enhancement of revenue generation through
heightened sales and effective capital allocation.
Regulatory and policy standards need to be maintained
Players Restaurant lacks in establishing proper policy and regulatory standard. For a restaurant
café or bar to function successfully there are definite regulatory statements which are necessary
to be laid down. The policy frameworks are necessary to be prepared for the Players Restaurant
so that each of the areas of discrepancy in code of ethics, employee information transparency,
employee wage structure, management directions and health and safety requirements are served.
The domains of regulation to be established:
 Food Health and Safety measures are necessary to be met abiding to safety and control
requirements in the industry.
 Workplace Health and Safety is another prominent legislative dimension which needs to
be paid attention to.
 The food safety legislation is necessary to control the unhygienic activities of using
unclean mops and cloths for cleaning.
Necessary standards for employee management

Code of Conduct is the regulation according to which the workplace ethics are necessary to be
abided by the employees. When the waiter at Players Restaurant argued about his will to get his
hair colored purple the manager on challenging this act is countered about not mentioning about
it during recruitment (Graham & Potter, 2015). This questions the incompetence and
incompleteness of the policy framework prepared. It is the responsibility of the management to
state clear instructions to staff during their recruitment and selection as the staff of Players
Restaurant. Accurate performance decorum, staff ethics, dress code with proper working
approach and prohibition from personal indulgence in professional service area shall be restored.
Controlling food and restaurant resource wastes
The food products remaining uncovered and unmarked to be left in chemical containers are
subjected to getting affected. This raises huge questions about food safety standard and
regulations. Hygiene, health, safety, non-smoking, liquor license and lowered food quality are
varied threats that services through Players Restaurant are evidenced.
Having structure organization protocol in manual:
The staffs are necessary to be enlightened of the workplace code of ethics where discipline and
decorum are principle ethical rules that have to be abided by (Wood, 2018). The staffs playing
Hip Hop, Rap Music and Electro according to their choice are needed to be restricted. Customer
preferences shall be taken into foremost priority. Taking advantage of the free access of news
papers, magazines kept for customers and gossiping within workplace premises go against the
ethical regulation of workplace performances (Davis et al. 2018). The management and staffs
have to be enlightened about the dress code and inform them about dos and don’ts about their
appearance, attitudes, behavior and approach. Managing the food stocks, delivering time
managed duty and catering to customer satisfaction to an optimum level is tried to be
implemented.

Utilize your knowledge of relevant food and beverage legislation to highlight areas where
the establishment may be working outside the law and discuss how they would right any
areas of concern to meet compliance
Concerning the food laws getting implemented within Players Restaurant to address their areas
of discrepancies the following shall be underpinned:
 Food and Beverage Law – New Zealand:
 Food Act 2014
New Zealand business companies adhere to this Act to maintain safety and suitability. The
appropriate processing and handling are tried to be observed which are required in Players
Restaurant.
 Resource Management Act 1991
Players Restaurant needs to strictly abide by this regulation where no legislation was abided by.
The food and raw material along with other resources being frequently wasted as their daily
operative procedure shall get controlled.
 Employment Relations Act 2000
The code of conduct was not maintained by Players Restaurant employees as they misused the
authority at workplace. The proper dressing, mannerism, service accuracy and ambience
maintenance have to be controlled through this protocol.
 Food Safety and Inspection Services (FSIS):
This legislation allows the public healthcare agencies to locally take responsibility to assess the
supplies of safe food items correctly packaged and labeled.
 Fair Trading Act 1986
This is a specified protocol observed in New Zealand where trading prospects adhering to
appropriateness are possible to be established. Having adequate transparency to know all
information by stakeholders shall require fair trading.
 Health and Safety at Work Act 2015

This legislation has to be abided so that workplace hygiene, effectiveness and welfare of
customers are looked after effectually. Players Restaurant does not have a working protocol
manual to inform employees the safety and policy guidance. The restaurant needs to incorporate
each of these legislative regulations within their operative mechanisms. This workplace safety
Act is likely to bring adequacy in the restaurant procedures. Protection from being exposed to
harm, danger and health related uncertainties have to be proficiently controlled in this regard so
that effectiveness is established.
Provide six (6) examples of relevant control documents and provide a template of each in
the Appendices, and cross reference into your discussion as appropriate.
In order to extend appropriateness in food and beverage industry there is need for discussing the
control documents shall be established:
1. Manual for food and beverage control by food experts
Legislation regarding food quality prevention from contamination, labeling and rejection if
inadequate are constituted within food and beverage manual. Quality control and inspection shall
be guided if the manual protocols are abided by. Objectives national propagated have to be
followed. Planning and operation for quality control over food and beverage shall foster
individual health and surrounding. Raw materials before finished products are necessary to be
scrutinized for quality check following this document statement.
2. Certification of workplace safety and health
In case of food and beverage industry appropriateness is possible to be assured only if the
workplace environment is safe and healthy or not. The assessment of the quality and workplace
cleanliness shall be evaluated. Each domain of workplace needs to be specified so that
effectiveness is maintained for food and beverage operations to continue. This certification is
proof of safety and health management in workplace.
3. Environmental protection suitable of food preparation and service protocol

Every food and beverage business needs to look for the priority of safety and security in
protocol. Protecting the organization is possible through service protocol document being
implied in the everyday work.
4. Quality management standard documents
For the standards to match that of effectiveness quality management docuemnst have to be
maintained. The regulatory policies and standards are to be mentioned in this document whch
needs to be abided by employees and management.
5. Audit report under HACCP
Assessment scrutiny of procedures is possible through HACCP report. The audit report allows
the management procedures, health and safety and legislations to be analyzed with respect to
organization.
6. Statistical Process Control evaluation document
The statistical analysis enables documents to be comparative and establish effective results. The
deviation from norms shall be indicated which have to be worked to match.
Conclusions
There is food and beverage control system structures established within the food industry so that
discrepancies and deteriorations encompassed in services shall be effectually identified and
bridged. Players Restaurant is necessary to undergo the management and employee service
assessment protocol to meet the necessary outcomes. The possible legislative formulation as
solutions to the risks posed within their workplace environment shall enable appropriateness to
prevail.
Recommendations
 Legislative policies applicable within Players Restaurant are necessary to be followed
through incorporation in their policy structure

 Staff and management operations are necessary to abide by the workplace code of
conduct and following ethical norms
 It is expected that time management, cleanliness, quality standard, health and safety and
employee conducts to undergo improvements enduring each of the legislative policies
 The assessment and regular check by local food and workplace safety and quality
measures shall ensure continued practice of consistent practices
References
Davis, B., Lockwood, A., Alcott, P., & Pantelidis, I. S. (2018). Food and beverage management.
Routledge.
Wood, R. C. (2018). Strategic questions in food and beverage management. Routledge.
Borges Lopes, R., Freitas, F., & Sousa, I. (2015). Application of lean manufacturing tools in the
food and beverage industries. Journal of technology management & innovation, 10(3), 120-130.
Graham, S., & Potter, A. (2015). Environmental operations management and its links with
proactivity and performance: A study of the UK food industry. International Journal of
Production Economics, 170, 146-159.
Robinson, P., Fallon, P., Cameron, H., & Crotts, J. C. (Eds.). (2016). Operations management in
the travel industry. Cabi.
Zailani, S., Kanapathy, K., Iranmanesh, M., & Tieman, M. (2015). Drivers of halal orientation
strategy among halal food firms. British Food Journal, 117(8), 2143-2160.
Jackson, L. A., & Singh, D. (2015). Environmental rankings and financial performance: An
analysis of firms in the US food and beverage supply chain. Tourism Management
Perspectives, 14, 25-33.
Gianni, M., Gotzamani, K., & Vouzas, F. (2017). Food integrated management systems: dairy
industry insights. International Journal of Quality & Reliability Management, 34(2), 194-215.
Dopson, L. R., & Hayes, D. K. (2015). Food and beverage cost control. John Wiley & Sons.

Kimes, S. E. (2017). The future of hotel revenue management.

Appendices 1: Manual for food and beverage control by food experts

Appendix 2. Certification of workplace safety and health

Appendix 3: Environmental protection suitable of food preparation and service protocol

Appendix 4: Quality management standard documents

Appendix 5: Audit report under HACCP

Appendix 6: Statistical Process Control evaluation document