Heathrow Airport Restaurants

Discover the various food and beverage restaurants at Heathrow Airport. Learn about the F&B industry, customer motivations, and ways to use technology for operational efficiency.

Running head : HEATHROW AIRPORT RESTAURANTS
HEATHROW AIRPORT RESTAURANTS
Name of the Student
Name of the University
Author Note

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Introduction
The Heathrow Airport is a major international airport in London. It is one of the biggest airport
in the world. The Heathrow airport is used by more than 80 airlines which are flying from more
than 84 countries. The airport is the primary hub of the British Airways which is based on the
British Airways. The List of food and beverage restaurants which are inside the Heathrow
Airport are :
 Ca’puccino Coffee house kitchen which is the authentic Italian coffee house which offers
menu that starts from the typical and regional Italian dishes.
 Caffe nero is dedicated in serving two things which are finest handcrafted Italian Coffee
and providing the customers with a warm and relaxing atmosphere.
 Carluccino’s is a brand new restaurant which has the best interiors and new menu which
offers pastas and soft drinks.
 Caviar House Oyester Bar is one of the best producer of world’s finest Prunier Caviar
and Balik Smoked salmon.
 Costa – It is much familiar in the sight of the British high streets. It is also known to
provide one of the best coffee and soft drink choices.
Activity 1 – Demonstrating F&B Industry knowledge.
The food and beverage sector comprises of various types of business sectors such as the
establishments which primarily engages in preparing the meals, snacks and beverages according
to the choices and preferences of the customers. This sectors is very commonly known to the
tourism professionals by its initial name which is the F&B sector . As the people travelled from

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their homes they often had a need or a desire to eat and drink when they are outside. As the
interest of the people grew stronger the demand increased of supplying the foods and drinks.
According to the authors (Chan and Slath 2018) as the interest of the public and the travelers
became more diverse so did the firings of the foods and beverage sectors in the international
market.
The different types of business that can be found under the F&B sector are :
Commercial Operators – The commercial operators is known to make up the largest segment in
the Food and Beverage sector in the international market that cover more than 80% market share.
The commercial operators is made up of the quick service restaurants, full time service
restaurants, catering services as well as different types of drinking establishments.
Quick Service restaurants – These are formerly known as the fast food restaurants which is
known to provide various types of services in a moment of time. According to the authors (Chun
and Lim, 2017) the quick service restaurants are known to make almost 35.4% of the portion in
the food and beverage sectors.
Full Service Restaurants – The full time service restaurants are known to cover 35% of the
market share in Australia. Here the customer expectation is higher than the other types of
restaurants. The major segment which includes this criteria are fine dining family restaurants,
casual and ethnic restaurants and upscale casuals.
The different types of rating systems available to maintain the food hygiene are Food safety
management system which is popularly known as the FSMS. The food safety management
system is and must be implemented by the top management of the company as because each and
every country ahs to meet the best food standards. There is also another best food safer business

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which is referred to as the SFBB. The SFBB is known to facilitate the approaches to small
business units which are mostly involved in the catering business.
These industries are known to provide various types of rating which fully depends on the
hygiene and quality of the food produced by the firms. The ratings mainly range from the one
star to five stars.
The Haccp is one of the best service provider in this criteria which is known to provide
avriosu types of approaches and caters needs to the chemical, physical and biological dangers as
the means of its inspection of the final food which is delivered to the people. The Haccp can be
applied by most of the organizations present in almost all the countries in the food and beverage
sectors. However in the present days it is mostly applied to the pharmaceutical or the food chain
industries. It increases the awareness about the business procedures and hygiene factors of the
final food that is delivered to the customers.

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The trends which are both current and future that is affecting the F&B business are described
below :
 How frequently the product is consumed – a larger customer base will lead to quicker
tipping point as stated by the authors (Cousins, Foskett and Gillespie 2016) when the
trend takes off.
 Cultural demand – The amount of the emerging trend among the variety of products will
help influence the growth and success of the product.
 Innovation – Keeping in mind the rate of innovation and the rate of the launch of new
product in a single category is growing each and every year. Therefore the firm has to
keep a record of the overall opportunity and competition in the market.
 Supply chain – Before expanding the firm should promote the product in the target
market as because it is the latest trend which is helping the firms to capture a huge
amount of customers.
Few examples of the food and beverage company who are adapting the trend in the
market are : Aromatics and Floral company has adapted the latest trend of eating and
processing the mushrooms in the South East countries. With the helps of research and
development they have developed machineries which are known to process the raw
mushrooms and make them eatable.
Activity 2 – analyzing Customer Motivations and Behavior
Decision making here refers to the ability of the consumers or the human beings to
choose between two competing things. This course of action is known as the relative value of
consequences. Few of the consumer factors which help the consumers decide on which food

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and beverage outlets to choose are : Brand name, Product Placement, Packaging of the
product, Reputation and pricing of the product.
According to the authors (Davis, Alcott and Pantelidis 2018) there was a survey which
had analyzed the following significant factors which are influencing the choice and decision
in choosing the Food and Beverage Outlet of the Australian food and beverage sectors. The
factors which were mainly identified in the analysis of the report are : Time savings,
Affordability of the product and service which is offered, Conveniences and the location of
the store in the country. The customer service which is offered to the customers after the
sales procedure, the ability to make the customers return to the stores again and last but not
the least the brand loyalty.
Few of the strategies which are used by the restaurants and the F&B sectors are :
 Collaborating on various types of special offers with the local business
 Offering free wifi to the customers
 Email the market incentives and calling them and announcing the various types of
offers which are provided to the customers at various point of time.
 Reaching out to the local foodies in the locality. This can be done and accomplished
by sending various types of attractive posters in the market in which the company is
operating.
 Having an easy to use online application which will be able to take various types of
online orders from the customers in order to maintain the decorum of the business.
 Hosting various types of major events in the local and as well as the places which are
far away from the locality.

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Few of the ways which are used by the companies to build a loyal customer base are
given below :
 Delivering an exceptional customer service base.
 Getting involved in various types of community building programs.
 Connecting the customers through social media applications
 Developing various types of distinctive loyalty program.
 Use of innovative technology to make them experience more personal.
In order to examine the effectiveness of the various strategies which are use by the
organization are that they have to link the organizational objectives to the way they plan out the
strategies and achieve them. The companies usually measure the variables during the
implementation of the plan. For example the F&B industries can implement a strategy t increase
the sales by 1000 units over a month. In order to do so the companies will have to measure the
resources, this will be used in order to make the output (Weber and Saunders-Hogberg, 2018).
Few of the tips which is recommended to the companies in order to evaluate the influence of
digital technology on the consumer buying behavior are :
 Enabling the consumers to lead their own journey and providing them the freedom to
chose various types of objects which they like.
 Helping the customers remember of the various types of innovative ideas and products
which are served by the country. In a survey it has been found that more than 80% of
the customers use mobile phones to make various types of survey.

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Activity 3 – evaluating Ways to Use Technology
A Comparative Study of Ways F&B Operations use Technology to Improve Efficiency
Various types of operational and marketing strategies which are used by the Food and Beverage
Business are provided below:
PepsiCo is known to use the survey software which brings on a great differenece between the
current usage and planned adoption arte of the products and services which will be offered by the
company. The survey tool is known as a Big data Tool which allows the company to survey the
customers and prepare a data from the feedback received. The company also used the television
advertising as a marketing tool (Salim, Padfield and Mohamad, 2018).
Tyson Food is known to use the email marketing software which is known t improve the
business plan before using the modes of marketing. It is known to provide more and more data
from the social media sites and content marketing (Del Chiappa, Martin and Roman 2016).
Kraft Heinz is known to use the content marketing strategy that is focused on creating and
distributing the valuable, relevant and consistent content in –order to attract and retain the
customers. This is one of the best ways to retain the customers. It helps the company ultimately
to drive the profitable customer action.
Evaluate how digital technology is used to improve operational efficiency;
Technology can be used by the companies in order to increase their efficiency. In order to
improve the way the organization carry out the task which might either be the speeding up the
existing process or else allowibg the flexible ways of operating the job. In order to evaluate how

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digital technology is used to improve the operational efficiency PepsiCO captures various types
of relevant information such as the customer details and customer data. This is one of the most
simplest way to deal with the information(Kshetri, 2019).
The company also has a managing director who is known to manage the documents in order to
ensure that the information which is captured is dealing with the logical workflow.
Tyson Food is known to avoid the process of duplication which is generally done by the other
companies. Tyson Food uses the latest hand written technologies and time sheets which are
manually transmitted to the computer and kept in the company log book (Montgomery et al.,
2018). The company is also known to address various types of technological barriers by
assigning the helpdesk process that makes it very easy for the IT department to resolve the
problems.
Kraft Heinz uses the best outsourcing IT system which uses the Voice over Inter Protocol or the
internet calls over the mobile calls. The company is known to use the cloud computing devices
and mobile technology in order to reduce the cyber attacks.
Activity 4
Observation Record at Tas Chains.
It is a group of Hotels and restaurants which are known for serving the people with properly
washed and processed organic food. According to the authors Kraak, Rincón‐Gallardo Patiño
and Sack (2019) they have one of the best chef in the industry who are mostly known for
preparing the best organic food and drinks. Most of the travelers and visitors prefer to have the

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food served from this hotel and restaurant only for the quality of the food that is served to the
customers.
The Tas Chains is known to acquire an area of more than 68,000 sq km. They have one of the
best operational and marketing strategies which are used by the food and beverage industries out
there. They have very good communication among the workers and chef working for the
betterment of the company (Kshetri, 2019).
Professional Food & Beverage Service Standards:
Checklist and Questionnaire Form
Food Service Skills:
1) What are 5 skills that an effective Restaurant Supervisor or Restaurant Manager must have in order to
run an efficient business?
1) Proactive Planning and development in order to maintain the appropriate inventory to ensure that the
staff is working properly

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2) Passion for the customer services
3) Managing the time very effectively and efficiently.
4) Proper communication skills which will help them to work effectively and accomplish the goals
5) Problem understanding power and problem solving capability.
2) What are 5 important skills for maintaining standards and projecting a professional image in the F&B
industry?
1) Wearing proper attire and clothing as because it is very important how the employees are presenting
themselves in front of the customers.
2) Good body language is something which is very important to attract the customers. It is very important
hw the employees in the firm is holding and presenting them.
3) Attitude and behavior is also something that is importation order to maintain the the customer
development program. Customers also see how the employees are behaving with them,, how they acting
and how responsible they are.
4) Conversation and language is also very important as because it shows how the employees are helping
the customers and engaging with the other members.
5) Responsible conduct is very much helpful over here as because it helps the customer sto identify that
which employees are working properly.
Beverage Service Skills:
1) What are 3 different types of beverage service encounters?

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a) Remote encounters – Remote encounters are those which can occur without any direct human contact.
These types of encounters include direct customer interaction with the bank through ATM or mails.
b) Phone Encounters – It is that types of programming where the telephonic communication is required in
order to maintain the business.
c) Face to Face Encounters – It is the direct face to face interaction which happens with the customer and
the employees working in the organization.
2) What are 3 pre-service and 3 post-service duties?
Pre services. Post Services.
a) retaining the customers d) customer service policies
b) attracting the customers e) providing help desk facilities
c) proper marketing techniques f) retaining the customer loyalty.
Equipment Management Skills:
1) How should equipment be cleaned and maintained pre- and post- service?
The equipments should be cleaned daily. A daily cleanup routine should be maintained by the
organization. Maintaining the hygiene should be4 the first priority of the company.
2) Why is it important that equipment should be cleaned and maintained?
It is very important to maintain the hygiene and cleanliness of the equipments therefore it
is important that each and every equipment should be cleaned and maintained.

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References
Chand, M. and Slath, A., 2018. Impact of Food and Beverage Service Practices on Customer
Satisfaction in the Food Outlets, Chandigarh, India. International Journal of Hospitality &
Tourism Systems, 11(2).
Chun, J.H. and Lim, Y.W., 2017. Study on Relationship between Service Quality for Food and
Beverage and Service Value, Customer Satisfaction, Destination Associations. Journal of the
Kore
Cousins, J., Foskett, D. and Gillespie, C., 2016. Food and beverage management. Pearson
Education.
Davis, B., Lockwood, A., Alcott, P. and Pantelidis, I.S., 2018. Food and beverage management.
Routledge.
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.
Kraak, V.I., Rincón‐Gallardo Patiño, S. and Sacks, G., 2019. An accountability evaluation for
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Kraak, V.I., Vandevijvere, S., Sacks, G., Brinsden, H., Hawkes, C., Barquera, S., Lobstein, T.
and Swinburn, B.A., 2016. Progress achieved in restricting the marketing of high-fat, sugary and
salty food and beverage products to children. Bulletin of the World Health Organization, 94(7),
p.540.

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Kshetri, N., 2019, July. Blockchain’s Roles in Facilitating Entrepreneurial Activities in the Food
and Beverage Industry. In Academy of Management Proceedings (Vol. 2019, No. 1, p. 16796).
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Salim, H.K., Padfield, R., Yuzir, A., Mohamad, S.E., Kaida, N., Papargyropoulou, E. and
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Management System: evidence from the Indonesian food and beverage industry. Business
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