Operational Effectiveness in Food & Beverage Services

This assignment delves into the world of food and beverage management, focusing on operational effectiveness. It discusses the challenges faced by hospitality industries, such as poor customer service, errors in food serving, and short tasks like wrong orders. The report highlights various strategies for managing and improving delivery methodologies, including knowledge management, analysis, and improvement. It also emphasizes the importance of following SOPs to resolve issues related to short tasks. Overall, this assignment provides a comprehensive overview of operational effectiveness in food and beverage services.

Food and Beverage
Services

Table of Contents
INTRODUCTION...........................................................................................................................1
LO3..................................................................................................................................................1
Consideration of operational aspects of food and beverages services to meet customer and
regulatory requirements..............................................................................................................1
LO4 .................................................................................................................................................2
Explanation about the operational aspects required of food preparation and cooking to meet
customer and regulatory requirements........................................................................................2
LO5..................................................................................................................................................4
The effectiveness of operational management practices in a range of organizational situation
within the hospitality industry.....................................................................................................4
LO6..................................................................................................................................................6
Discuss approaches to achieve and monitor operational effectiveness.......................................6
CONCLUSION................................................................................................................................8
REFERENCES ..............................................................................................................................9

INTRODUCTION
Food and beverage services is apart of services related to hospitality sector (Davis and
et.al., 2018). It can be in the form of independent business and a part of large hotel or tourism
sector business. The report is based on food and beverages services in Lord leofric restaurant,
which servers a variety of hot and cold bar snacks, and in the evening time point a carvery
selection. This report includes the various issues occurred in organization in food and beverages
services and solution to these problems. It includes that how standards can be maintained in food
preparation and serving section, SOPs and training requirements. It also includes the various
methods of train to staffs.
LO3
Consideration of operational aspects of food and beverages services to meet customer and
regulatory requirements
There are very various customers and regulatory requirement which have to be met with
the help of operational aspects of food and beverages services. Food and beverages services
refers to preparation for service, greeting the guests, taking their orders, settling the bills, and
performing various other tasks after the guests leave (Wood, 2018). Following are the some
operational aspects of food and beverage services which would be address by lord leofric
restaurant :
 Purchasing
 receiving
 storing
 issuing
 preparing
 presenting
 serving
 consuming
Food and safety regulation apply to each phase of food and beverages operational
activities. While conducting these operational aspects the various aspects must be considered for
meeting regulatory and customers requirements. According to Govt. laws there are some
standards and regulation as follows:
1

Use by date: The Govt. has fixed some standards for the food that goes off quickly, such
as dairy products and other ready to eat products. So before providing food and beverages
services to the customers the staffs of restaurant must be address the use by date of that type of
products. This type is very important and the staffs also be very careful about the storage
instructions also. Because these type of products goes off quickly and after going off these
products can't be use at any situation. According to regulatory requirement these type of products
are stored at 5°C or below.
Best before dates: As the lord leofric restaurant serves hot and cold bar snacks so it must
address the standards about quality and safety (F & B Services - Hygiene & Safety, 2019). The
products used after that date may not be related to serious safety concern but not as good quality
products. The restaurant if facing various problems relating to food services and quality then it
must look on that whether that regulatory requirement be met buy them or not.
Freeze and deforest the food correctly: The lord leofric restaurant facing problem,
related to food services, because they have not fresh food. The restaurant must have to follow the
standards of freeze and defrost correctly. As per the respective guideline, Only defrost food as
you need it and eat it within 24 hours.
Don't trust on sniff test: While serving the foods to customers the staffs have don't
believe on sniff test only, because the bacteria can't be seen, smell or taste which causes the food
poisoning.
The above explained are some operational aspects of food and beverages services to meet
customer and regulatory requirements. Because if the lord leofric restaurant wants to rebuild its
reputation and goodwill then it must have to be consider these factors which meet the customer
as well as regulatory requirements.
LO4
Explanation about the operational aspects required of food preparation and cooking to meet
customer and regulatory requirements
The operational aspects of food preparation and cooking is very essential to meet
customer and regulatory requirement (Thorndike and et.al., 2012). The lord leofric restaurant
must consider the some of following points to prepare and cook food safely which also meets the
customer and regulatory requirement (How to prepare and cook food safely, 2019.).
2

Avoid cross contamination: always store the raw foods and ready to eat food separately
so that the cross contamination should be avoided. And this will satisfy the customers better. The
staff of respective restaurant must have to follow that.
Utensils and cutting: The strict instruction will be given to all the staffs of restaurant
that always use separate utensils and cutting boards.
Hygiene environment: The hygiene environment provide a safe environment too for
cooking and preparing food. So the lord leofric restaurant's staff always be aware about the
hygienic environment in the kitchen.
Use gloves: There always be a strict rule that the staffs of restaurant wear disposal gloves
every time and change them after a particular period.
All cutlery and crockery is clean and undamaged: As the restaurant faces the
problems of food services so that its make sure that all the cutlery and crockery mus be cleaned
properly so that customers have not any objection in food serving services.
Inspection: After a period of time the supervision will be conducted by the senior staff of
lord leofric restaurant so that there will be always a safer and clean environment always. If the
food directly serving to the customers then it may be cause unsatisfactory feedback from them.
Skilled and perfect chefs: The restaurants always hire the perfect and skilled chefs so
that there will not be any risk in cooking food.
As discussed above, all the factors are very important in food preparation and cooking.
Poor food handling may also be caused for poor service so that always be a training session for
the existing and newly hired employees about food handling in The lord leofrick restaurant. Food
safety and hygiene both are the very important regarding food preparation and cooking to meet
customer and regulatory requirement (DelChiappa, Martin and Roman, 2016). There should also
be proper emergency equipments in the area of food preparation and cooking so that the staffs
can use these in the situation of emergency.
3

LO5
The effectiveness of operational management practices in a range of organizational situation
within the hospitality industry
The operational manager have to implement the various practices in distinct
organizational situation within the hospitality industry (Martinez, 2013). Following are the some
of the operational management practices:
Equipments up gradation: The respective restaurant faces problems regarding poor
food services so that it have to implement the effective operational management practices for
resolving these problems. So the operation manager of The lord leofric restaurant have to analyse
the work functions and determine what equipment upgrades would improve productivity.
Communication coordination: - Improved communication within an respective
organization can increase productivity and services quality (Yanamadala and et.al., 2012). When
information is passed from one department to another accurately, it can speed up the pace at
which the company can operate and ensures that all necessary parties get the information they
need to be productive. So the customers satisfaction can acquired properly. And a effective
communication coordination helps in establishing good relationship with customers and staffs of
The lord leofrick restaurant.
Revenue Collection: The operations manager is in charge of billing and revenue
collection (Prentice and Woodside, 2013). By analysing revenue collection procedures, the
operations manager can create ways of collecting revenue quickly to make sure the company has
cash on hand.
Training: Operational managers work with the human resources department and
departmental managers to develop more efficient ways for employees to do their jobs. Analysing
work functions is one of the many tasks that an operations manager performs each day.
Those working in operations management must engage in all types of critical analysis
with a particular emphasis on effective decision-making to meet the needs of stakeholders and
the goals of the company. Bringing innovation and cutting-edge best practices to the areas of
quality management, inventory control, delivery, supply chain, and information management, is
what makes the difference between a marginally successful company and a company that
dominates their share of the marketplace. There are various methods of training to train staffs
who are working and newly hired as follows:
4

Technology based learning: the staffs of the respective restaurant can be trained by the
technology based methods. Basic PC-based programs, Interactive multimedia - using a PC-based
CD-ROM, Interactive video - using a computer in conjunction with a VCR, Web-based training
programs. These methods helps in train staffs because these will create interest of staffs in
learning (Sun, 2012).
On the job training: the existing working staffs of The lord leofrick restaurant can be
trained through on the job training method. It includes following techniques or ways:
 Read the manual - a rather boring, but thorough way of gaining knowledge of about a
task.
 A combination of observation, explanation and practice.
 Trainers go through the job description to explain duties and answer questions.
 Use the intranet so trainees can post questions concerning their jobs and experts within
the company can answer them.
Coaching and monitoring: this training method can be beneficial for both the
employees of restaurant i.e. new or existing. In this methods various coaching session are
provided to the employees about food and beverages services so that they work efficiently and
issuers can be resolved quickly. It includes following ways:
 by hiring professional chefs.
 Through professional training programs about customers serving services and food
handling services.
Lectures: it is the traditional technique of training, according to that techniques the
theoretical knowledge is given to the employees of The lord leofric restaurant it may be for
safety purpose, equipment uses and etc..
Films & Videos: Films and videos can be used on their own or in conjunction with other
training methods (Huang, 2012). To be truly effective, training films and videos should be
geared towards a specific objective. Only if they are produced effectively, will they keep the
trainees attention. They are also effective in stimulating discussion on specific issues after the
film or video is finished. Films and videos are good training tools, but have some of the same
disadvantages as a lecture - i.e., no interaction from the trainees. A few risks to think about -
showing a film or video from an outside source may not touch on issues directly affecting a
specific company. Trainees may find the information very interesting but irrelevant to their
5

position in the company. Some trainers like to show videos as a break from another training
method, i.e. as a break from a lecture instead of a coffee break. This is not a good idea for two
reasons.
 One: after a long lecture, trainees will usually want a break from any training material,
so a training film wouldn't be too popular.
 Two: using films and videos solely for the purpose of a break could get expensive.
So the respective restaurant also can use that technique by showing various videos of
high profile restaurants to their staffs so that they can be lean something new from that video
clips, they learn the way of serving, way of behaviour with customers etc..
so these above discussed are the various ways to train staffs which may be useful for The
lord leofric restaurant.
LO6
Discuss approaches to achieve and monitor operational effectiveness
SOPs refers to the generation of task through which few task in the organization
conducted (Dei, Mensah and Mensah, 2013.). The lord leofric restaurant also follow the SOPs
for conducting few tasks and saves a great time deal. The lord leofric restaurant can set few
important SOPs set in F&B services as follows:
Laying Out a Guest Table: The procedure is as follows −
 clean the table linen neat and wrinkle free
 Replace linen if required.
 Set up the dining table before serving for example, ensure that it is formal or informal
Handling the Telephone Calls: the calls must be handled by the staffs whom are aware
from system. The process for handling calls is as follows:
 always take call within appropriate time
 speak with the caller with full attention and politly
 always pass the message to caller if there is any requirement of passing call to another
one.
 Always talk with caller respectively which would attract the caller always.
 Don't terminate the call in between the conversation with caller.
 Don't speak loudly with the caller.
6

 Avoid jargon.
 Always terminate the phone call by respective manner.
Taking the Order: The order for food deliver and for reservation of seat will be taken on
phone. Direct service orders are placed and taken to the guest table. While taking order on phone
the following points to be considered for satisfactory services:
 answer the call cordially.
 Take order very attentively.
 Always take the order in written to avoid confusion.
 Always inform the customer about table reservation number, time and all other required
information.
 Always take confirmation of order taken from customer by repeating it to customer.
 Always confirm the details if it already in the system database.
 End conversation with greetings always.
 Hand over the order to the kitchen staff. Inform the delivery staff member in case of
home delivery. Inform the service staff members to prepare a table for the given number
of persons and the occasion in case of table reservation.
Rules for Communicating with the Guests: conversation with the guest is the back
bone of The lord leopfrick hotel. The guidelines for conversing with the guests are −
 Keep smiling and happy face.
 Let them know that you are ready to serve them.
 Be respectful to every guest
 be speak very clearly.
 Apologize if order item served wrong to any customer and immediately provide them
right ordered things.
 Always a breif round on the table for ensuring that whether everything is fine.
Dealing with Unexpected Situations: The service staff actually must remain prepared to
handle any unforeseen circumstances which include −
 Handling spill-over of food or drink while serving.
 Deal the over drunk guest very significantly.
 Always be very polite to the physically challenges guest and who have problem in
communicating with others.
7

Serving Food and Beverage: Following are some meticulous ways while serving food
or beverages:
 always serves the food at the table of guest.
 If the dining is formal; then always serves in the side of left of the guest.
 If there was a casual dining then prepare the plates previously and directly serves on the
dining table.
 Always ask the guest to where the food is required to serve or they self serve it.
 Always serve a single food items at a time.
 Always serves the senior citizens first.
 Always serve the choice wise dishes to all the guests.
 If any staff serving drink then serve it in a proper glass by confirming name of it opn
serving time.
 If the drink changed then glass will also be change for better service.
 Always tilt the glass while pouring drinks or fuzzy drinks so that its head and aroma is
held.
 Do not bend over served plates while serving other plates across the table. Move as near
as possible to the plate in which you serve.
Above mentioned SOPs will help a lot The lord leofrick restaurants in overcoming the various
problems from poor food serving services, ranging from cold foods. Etc..
There are some approaches also which helps in monitoring and achieving operational
effectiveness such as knowledge management, delivery methodology, analysis and improvement
(Cousins, Lillicrap and Weekes, 2014). These approaches helps in monitor the implemented
strategies which helps in giving recommendation if any differences are found.
CONCLUSION
At the end of the report it can be concluded that the food & beverages services are a great
part of hospitality industry. But there are various legislation and other rules which have to be
followed by hospitality industry to meet customer requirement. There are various SOPs which
helps to resolving various issues related to short tasks such as errors in food serving services,
wrong orders, poor customer services, etc.. various operational approaches ensure the
effectiveness of implemented operational management practices.
8

REFERENCES
Books & journals
Davis, B., and et.al., 2018. Food and beverage management. Routledge.
Wood, R.C., 2018. Strategic questions in food and beverage management. Routledge.
Thorndike, A.N., and et.al., 2012. A 2-phase labeling and choice architecture intervention to
improve healthy food and beverage choices.American Journal of Public Health. 102(3).
pp.527-533.
Del Chiappa, G., Martin, J.C. and Roman, C., 2016. Service quality of airports' food and
beverage retailers. A fuzzy approach. Journal of air transport management. 53. pp.105-
113.
Martinez, M.G. ed., 2013. Open innovation in the food and beverage industry. Elsevier.
Yanamadala, S.,and et.al., 2012. Food industry front groups and conflicts of interest: the case of
Americans Against Food Taxes. Public health nutrition.15(8). pp.1331-1332.
Prentice, C. and Woodside, A.G., 2013. Problem gamblers’ harsh gaze on casino services.
Psychology & Marketing. 30(12). pp.1108-1123.
Sun, D.W. ed., 2012. Computer vision technology in the food and beverage industries. Elsevier.
Huang, Q. ed., 2012. Nanotechnology in the food, beverage and nutraceutical industries.
Elsevier.
Dei Mensah, R. and Mensah, I., 2013. Management of tourism and hospitality services. Xlibris
Corporation.
Cousins, J., Lillicrap, D. and Weekes, S., 2014. Food and beverage service. Hachette UK.
Online
F & B Services - Hygiene & Safety, 2019. [Online] Available
through<https://www.tutorialspoint.com/food_and_beverage_services/
food_and_beverage_services_hygiene_and_safety.htm>
How to prepare and cook food safely, 2019.[Online] Available through<https://www.nhs.uk/live-
well/eat-well/how-to-prepare-and-cook-food-safely/>
9

10