Hospitality Operation (M1)

hi, \n\nplease use case of study Hotel H10 London Waterloo\n\nthank you

Hospitality Operation (M1)

Table of Contents
Introduction......................................................................................................................................1
1. Explicate synthesis as well as creativity of food production as well as food & beverage
service systems............................................................................................................................1
2. Critical analysis of roles as well as responsibilities of food and beverage manager within
H10 London Waterloo.................................................................................................................3
3. Identification as well as analysis of factors which affects menu pricing in food and beverage
outlets...........................................................................................................................................5
4. Analysis of menu planning consideration & associated constraints in food as well as
beverage operations.....................................................................................................................7
Conclusion.......................................................................................................................................9
References......................................................................................................................................10

Introduction
Hospitality denotes relationship among host and guests in which host receives their
visitors with goodwill that comprises of entertainment & reception of strangers, visitors or guests
(Bowie and et. al, 2016). It is the service for welcoming guests within the hotels. Hospitality
operations aims at rendering their activities in such a way that they make their guests feel like
they are at home even in case if they were not. This report is based on H10 hotels which are
headquartered in Barcelona, Spain and furnish there services in 18 distinct locations. Here, H10
London Waterloo is taken in consideration which is first chain within UK and they provide their
customers with leisure facilities. This report comprises of creativity within services systems,
roles and responsibilities of manager, factors which creates impact on prices of menu and
planning of menu which has to be provided to their customers.
1. Explicate synthesis as well as creativity of food production as well as food & beverage service
systems.
The department that is involved within preparation of food is referred to as food
production. It implies the process that is associated with conversion of raw materials which are
cooked, combined as well as transformed for making a dish (Buhalis and Leung, 2018). Food &
beverage service sector denotes the method which is involved within preparation, presentation as
well as serving of menu to their customers. Depending upon the requirements of the organisation
they can opt for either on-premise or off-premise catering of the services. Both the aspects can be
understood here; when food is delivered where it is prepared is denoted by on premise. Like H10
London Waterloo, delivers their customers with food that is braced by their cooking or food
production department. On the other hand, off premise services comprises of incomplete
cooking, planning as well as rendering services within customer's premises.
H10 London Waterloo makes use of different stages for carrying out synthesis as well as
bringing in creativity within the food which has been prepared by them. These stages have been
illustrated below:
Product design: This stage emphasise on information sources as well as complementary
analogies associated with it. The decisions in this context are made through the usage of
analytical as well as creative thinking process (Chan and Hsu, 2016). The creative thinker also
need to take into consideration factors like cost of material and functions which are liable for
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restricting the process associated with decision making. To have a creativity within the design
processes food production of H10 London Waterloo is making use of some techniques, they are:
idea generation (classical brainstorming, analog brain-writing and prior unblocking exercise),
design analysis (here Kepner-Tregoe decision analysis and Dunker diagrams can be utilised) and
the last is feasibility analysis (in which matrix analysis is used to ensure feasibility of idea that is
involved within) (Chesser, 2017).
Description & evaluation of product: This stage is liable for facilitating the usage of
cognitive tools like SmartFoodS which assist food professionals within identification of latest
trends, academic studies, start-up companies, new products, industry news as well as innovations
which are made within cuisine. This can be used within description of products and
modifications can be made accordingly within design process (Ghosh and Shum, 2019). It
emphasise on design along with functionalities of each ingredients which are contained within
their products along with factors like cost has to be identified and chose appropriate kind of
packaging for their services in context of product nutritional label.
(Source: Creativity and its Assessment in a Design and Development of Food Products and
Processes Course, 2013)
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Illustration 1: Design and development of food product

With respect to this, the food production has have been given liabilities to make use of
tools which are provided to them so that the process of development can be carried out. For this
it is important for food production department of H10 London Waterloo to make use of
analytical as well as creative thinking so that the entire process can be taken as creative (Gursoy,
2019).
Description & processing evaluation: With respect to this, documentation can be done
with respect to processes they have to carry out. For this food production within H10 London
Waterloo can make use of flowchart for developing their products, identification of critical
control points, operating cost and processing limits. This acts as a prototype which can be used
as an evidence for conversation as well as collaboration when it is required to be developed
again. In this the initial step was to taste the food product and evaluate them. Furthermore, a
team has to be formulated for carrying out sensory assessment of their products. In this, context
the group will identify aspects such as texture, colour, and flavour along with overall
accessibility of their food product. The outcomes attained will be used for refining the products
which are delivered in case if it is required (King and Lee, 2016). Sensory team might suggest
them to use additives, new formulations and other aspects. By making use of this information,
the team can develop their products again and present them for evaluation.
Safety: This assisted students for making alternative efforts; they have produced a visual
image of their food product with specified design and audiovisual materials along with poster for
making formal presentation. In this context, good manufacturing practices can be utilised by
them by ensuring usage as well as safety of consumers of services rendered by H10 London
Waterloo.
With respect to H10 London Waterloo, there exist distinct types of services which are
being rendered by manager. They have been specified beneath: Silver Plate: It is method in which food service is given at table in which waiter is liable
to transfer food from serving dish into the plates of guest and it is always being carried
out from left. Along with this, in this silverware is being utilised and is expensive which
leads them to make huge profits. Here, waiter waits for order from the guests and then
they are being served with dishes they will for. English Service: It is method for serving within private dining room or restaurant food
where waitress or waiter is responsible for delivering services to each guest initiating
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from host at head of table and goes to serve them with dishes as per their requirements.
Here, the food is served by waiters of H10 London Waterloo on large bowls or platters
and then it is being served. Cart Service: Within this type of food service, partially cooked dish from Kitchen is
being brought in within the service area via Gueridon trolley. It comprises of portable
heating unit for completion of entire process associated with cooking process. This
comprises of wide range of poultry, meat and fish that are being cooked on the trolley.
Furthermore, management of H10 London Waterloo can opt for services that will aid
within rendering instant cooked food. Here, chef is liable for taking up orders, serve
drinks as well as prepare food on table of their guests. Snack Bar Service: With reference to this, tall stool is kept on the counter where guests
can place orders as well as eat at counter by themselves. Management of H10 London
Waterloo, needs to arrange services in which menu card is furnished or guests choose
food directly from what is being displayed. Basically, this can be seen in Bar area of the
hotel and items is being illustrated within blackboards as well as LCD monitor. Buffet Service: Within this, food is displayed in chafing dish on tables and counters.
Here, customers as well as guests serve themselves by picking up items they want to
consume. The servers present behind counter are liable for helping there guests for
serving food. This is basically adopted by H10 London Waterloo when they have to
organise any kind of party or a function. Room Service: It is other kind of service that is being rendered by hotel to their
customers within their rooms. This services has to be matched with expectations and
needs of their guests.
 French Service: It is highly skilled as well as detailed kind of service that is more costly
for their guests. They are being rendered to VVIP's and VIP's who require luxurious
services to their customers. Within this, plated entrees are being provided from right.
With respect to H10 London Waterloo, professional waiters make use of this style while
serving food in an appropriate manner and slowly. Along with this, décor and ambience
needs to be luxury by which customers can be attracted towards their offerings.
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2. Critical analysis of roles as well as responsibilities of food and beverage manager within H10
London Waterloo.
The food and beverage manager acts a financial wizz who are behind purchasing as well
as financial management of hospitality property's stock of food and beverage. Basically, when an
individual visits the restaurant of H10 London Waterloo and suppose they made order for toasted
cheese & tomato. F&B manager is responsible for ordering bread, butter, tomato and all other
ingredients which are required for making of the respective dish (Ko, 2018). They are liable for
forecasting, planning as well as controlling the orders with respect to food and beverage for the
property of hospitality. They are also liable for managing finances which are associated with
entire process related with food & drinks within hotel premises. With respect to this, purchasing
comprises of sourcing, ordering along with delivery of food and beverages to their customers.
Within H10 London Waterloo, they are liable for overseeing the running of operations of
restaurants and are usually in charge of employees present within restaurant (Kunwar, 2017).
Roles and Responsibilities: The food and beverage manager is liable for carrying out
following responsibilities within the premises of H10 London Waterloo:
Financial: This aspect needs lot of financial functions like purchasing of stock of food
and beverages, storage & stock control, receiving goods, planning as well as carrying out
budgets of F&B, significant financial reports, budgets along with other financial duties. They are
liable for keeping their restaurant up to date with respect to ingredients, utensils and employees
by ensuring that appropriate cost is maintained.
Menu: Depending upon the season as well as what is mostly demanded by their
employees Food and beverage manager is responsible for designing as well as updating their
menus for H10 London Waterloo. This is being carried out by them by coordinating with chefs
as well as aiding them within planning of menu, providing seasonal veggies along with trends of
food as well as rendering preferences of customer for carrying out this process (Martinez-
Martinez and et. al, 2019). Furthermore, they are also responsible for deciding cost or prices of
menus.
Managing staff: Food and beverage manager of H10 London Waterloo is liable for
recruitment, selection and hiring of individuals within the F&B department. Along with this, they
also ensure that appropriate training is provided to their employees so that they can be
comfortable as well as acknowledge the working structure of H10 and accordingly deliver their
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services. Furthermore, after this the performance of employees is measured and evaluated so that
they can have an appropriate workforce who can attain the goals as per desired standards of
organisation. If the desired standards are not acknowledged, then the employees can be
terminated.
Customer's service: Within H10 London Waterloo, food and beverage manager is liable
for making sure that needs of their consumers are addressed as well as attended to in terms of
what customers expect from the firm is provided to them. This is done to make sure that services
rendered are of high standard (Rijal and Ghimire, 2016). Along with this, they are also
responsible in case any kind of conflict occurs in delivering the service operations. An instance
can be taken into consideration, suppose the customer ordered cottage pie or shepherd's pie
which comprises of mince (beef or lamb), vegetables (like carrots, onion and tomato) and
potatoes that are present on the top of meaty pie like filling. But customers while giving the order
asked the waiter to not to add tomatoes in this but this was avoided. This created a problem so in
this case food and beverage manager is responsible to ensure that a big issue is not created as
well as apologise for mistake made (Sari, Bulut and Pirnar, 2016). Along with this, they will also
convince them to wait so that dish can be provided to them as per their taste.
For ensuring that they deliver their services as per required standards they need to have
enhanced verbal as well as written communication skills so that they can create an affirmative
impact on their consumers. They need to be proactive as well as possess impelling budgeting as
well as financing skills and needs to have strong leadership abilities.
3. Identification as well as analysis of factors which affects menu pricing in food and beverage
outlets.
Processes associated with establishment of prices for every item present within the menu is
referred to as menu pricing. H10 London Waterloo can make use of different methods, they are
illustrated below:
Subjective pricing method: The methodology which depends on whether the hotel or
restaurant meeting their targets and what managers think will render enhanced results is referred
to as subjective pricing method (Van der Wagen and White, 2018). In this aspect, food and
beverage manager of H10 London Waterloo makes anticipation or utilise outcomes attained from
their experience. This method involves:
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 Reasonable price: This is dependent on making use of price that is liable for illustrating
good value of money to their customer. It is necessary to identify what they similar
products are available and what their customers can pay for. Basically, it is identification
of what people are looking for and accordingly render those services at reasonable prices. Highest price: Here, H10 London Waterloo can pick higher prices for which customers
can will to pay for specific item which is perceived for having high quality as well as
excellence (van Ginneken, 2019). Loss leader: With respect to this, food & beverage manager of H10 London Waterloo
formulates the strategy in which they set the low prices for persuading customers to buy
products offered by them. In this context, service or product is sold at price through
which is not profitable but it will lead them to attract more number of customers. Intuitive price: This is dependent on wild guesses that are made by manager of H10
London Waterloo. Here, process of trial as well as errors is being utilised which will aid
them to pick up price by making guesses with respect to what customers can pay for the
respective menu item (Wood and Roberts, 2017).
Objective pricing methods: With respect to this manager of food & beverage department of
H10 London Waterloo, they take into consideration budgetary factors like cost and overhead
related with food. Along with this, hotel can make use of financial plans within their menu item
with respect to decisions related with selling price.
 Simple mark-up: By taking into consideration mark up cost of food items which are sold
will cover all the associated cost which will enable them within generation of required
profit. This can be computed through the usage of formula given beneath:
Food cost/ (1-mark up %) = base selling price Price ingredient mark-up: It takes into consideration the crucial components or
ingredients which are present within menu in the pricing of each dish (Yuan, Li and
Zeng, 2018). Through this, H10 London Waterloo can compute the selling price. Mark-up with supplement costs: This will assist within calculation of selling price by
taking into consideration main ingredients along with side dishes or accompaniments. Contribution margin pricing method: It assists them within computation of difference
among the cost of food as well as selling price that will be relevant to cover all the non-
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food costs like utilities, labour, rent and many others. H10 London Waterloo can take out
margin from the services delivered.
 Ratio pricing methods: It is dependent on identification of ratio related with costs of food
to non-food costs as well as profits (Bowie and et. al, 2016). This can be utilised by food
and beverage manager of H10 London Waterloo for computing price for menu items
depending on ratio of cost of ingredients for other non-food costs. It can be calculated by
this formula:
Ratio = (non-food costs + required profit)/food costs Simple prime costs method: The most relevant costs comprises of food and labour costs
that is liable for calculation of two cost categories associated with pricing of food. This
will lead within determination of average labour cost per visitors of H10 London
Waterloo.
 Specific prime cost: The computation of distinct mark-up for food which is entirely
dependent on ways in which labour intensive preparation is needed for every dish
(Buhalis and Leung, 2018).
Apart from this, some other factors which creates impact on pricing of menu have been
illustrated below:
Political factor: It is the other factor that leads to creation of influence on their menu
pricing, government formulates the regulations as well as impose certain taxes which may create
influence on there prices and there is higher probability that it will increase. This leads to
creation of pessimistic impact on prices, thereby customers think before spending there money
on services offered by H10 London Waterloo.
Social factor: The wants as well as needs of individuals alters that leads to modifications
within menu of restaurant. People from different culture and tradition visit the hotel, thus it is
necessary to satisfy need of each individual through which they can be retained. This will lead to
creation of optimistic impact on operations of hotel and will enhance overall operations of
business.
These are the pricing strategies which can be utilised food and beverage manager of H10
London Waterloo to set the prices of their menu. Depending upon the conditions which prevail
within the market, firm can opt for specified pricing methodology.
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4. Analysis of menu planning consideration & associated constraints in food as well as beverage
operations.
The process associated with generation of menu content which is optimal for specified hotel
is referred to as menu planning. There exist different aspects which are liable for affecting menu
items are illustrated below: Physical factors: This implies the facilities as well as equipments that are required by
employees of F&B for preparation of food along with serving of menu within H10
London Waterloo. Labour considerations: Food and beverage manager of H10 London Waterloo need to
ensure that they have workforce who possess appropriate skills, availability and
experience (Chan and Hsu, 2016). This will aid them to ensure that they deliver their
services as per required standards. Guest expectations: The items present within the menu are related with peculiar
standards and establishment. It is important for manager of H10 London to ensure what
customers are expecting from them and what they are furnishing. Variety and psychological factors: There exist various items within the menu with low
quality of products as well as renders more basic restaurant services. This will create a
negative impact on H10 London waterloo. Appearance, texture, consistency and temperature of items: This is associated with
serving processes (Chesser, 2017). If food does not appear good then individuals might
not go o the restaurant of H10 London waterloo. Time & seasonal deliberation: Food and beverage manager needs to ensure that new
items are added within the menu as well as some are removed depending upon which are
ordered least. Rating food preference: The manager of H10 London Waterloo must emphasise on
satisfaction as well as analysis of trends which prevails among their regular guests
(Ghosh and Shum, 2019). Patron expectations: This is related with formulation of clear brand image, its
recognition and stereotypes associated with this.
 Menu pricing: The selection of items must be aligned to render customers with
affordability of restaurant.
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The important aspects which have to be considered by food and beverage manager of H10
London waterloo, while formulations of menu are illustrated beneath: Restaurant class: The fine dining restaurants tend to render more expensive food as well
as designs with respect to designs compared to those offered by fast food restaurants. The
reason for this is that the maintenance cost is high (Gursoy, 2019). Type of menu: Some restaurants are liable for rendering fixed prices for distinct set of
menus, while others might prefer individual pricing for each dish. Skills and experience of kitchen staff: The size as well as complexity of menu is
dependent on what is being delivered by their chefs. This is ensured by F&B manager of
H10 London waterloo to have well qualified workforce so that needs of their customers
can be accomplished in an appropriate manner. Physical infrastructure: On the basis of size of kitchen, equipments available and size of
serving restaurant of H10 London waterloo can render their menu items accordingly. Language of menu: This has to be simple but the offering needs to be concise as well as
clear with respect to description of each dish. Clientele type: The preference as well as affordability of guests not only creates an
impact on items present on the menu but also it is being designed (King and Lee, 2016).
Food & beverage manager of H10 London waterloo needs to identify their potential
clients and what they need accordingly services can be delivered to them. Seasonality & accessibility of raw materials: Restaurants should meet the needs of menu
by mentioning seasonal dishes for their guests.
 Pricing of menu: Each restaurant needs to develop their menu by taking into
consideration clientele, the anticipations of their guests with respect to cuisine and the
dining area offered to them (Ko, 2018). For an instance, when there are low investments
made within furnishings, services will not be able to render support for demanding s well
as pricy menu.
Menu planning comprises of 4 distinct types of constraints and considerations, they
involves: occasional, variety, balance and seasonal & taste. This aids within selection of menu
and appropriate decisions can be formulated with respect to this. In context of H10 London
Waterloo, there are distinct types of menus which can be utilised by them. They have been
provided below:
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 À la carte: This denotes type of menu that is being formulated for customers are intended
to chose dishes by themselves. It clearly states the price of each F&B item along with
alternative from where guests can choose. This entirely depends upon individuals what
they chose. Du Jour menu: It is menu which is braced for extraordinary kind of dishes that can last
for time span of day or two. It can be altered through management of H10 London
Waterloo according availability of dishes on regular basis. This menu is formulated with
new dishes on steady basis for gaining attention of ample number of customers towards
their food as well as retain them for longer duration of time frame. Wine and Beverage menu: This is being prepared by the management of H10 London
Waterloo for furnishing wide range of f&b items for their customers. The hotel has
unique bar area for rendering distinct kind of beverages that comprises of alcohol content.
Apart from this, hotel also serves wines and non-alcoholic beverages also which includes
soda, coffee and tea within their menu. Static Menu: It is being furnished around the year. Static menu involves F&B items that
are being rendered by management of hotel throughout the year. The items present within
the menu have reason behind ample number of individuals who visits premises of H10
London Waterloo on continuous basis. Day Menu: It is also denoted by cycle menu that is being rendered on peculiar days of
the month or year. H10 London Waterloo furnish this menu for their guests on occasions
like Good Friday, New Year, Christmas, Easter etc.
 Dessert Menu: This menu comprises of wide range of deserts for their guests so that they
can cherish after completing their meals and have leisure taste. It involves all kinds of
speciality as well as regular desserts which seems appealing to individuals of United
Kingdom.
Conclusion
From above it can be concluded that, hospitality operations refer to ways in which
services are being delivered by hotels to their customers. This is the most important aspect as it is
liable for attracting more number of individuals towards their services. It is important to ensure
that there is creativity within the ways in which food products are prepared as well as delivered
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as if appearance is good then it will captivate customers towards themselves. Food and beverage
manager needs to ensure that they have efficient workforce who can work in an enhanced
manner which will enable them to meet the requirements of their customers.
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References
Books & Journals
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Buhalis, D. and Leung, R., 2018. Smart hospitality—Interconnectivity and interoperability
towards an ecosystem. International Journal of Hospitality Management, 71, pp.41-50.
Chan, E.S. and Hsu, C.H., 2016. Environmental management research in
hospitality. International Journal of Contemporary Hospitality Management, 28(5),
pp.886-923.
Chesser, J., 2017. Human Resource Management in a Hospitality Environment. Apple Academic
Press.
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rule-breaking behaviors in hospitality. International Journal of Hospitality
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Gursoy, D., 2019. Foodborne illnesses: An overview of hospitality operations liability. Journal
of Hospitality, 1(1), pp.41-49.
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hospitality employees–the role of social media. International Journal of Contemporary
Hospitality Management, 28(12), pp.2675-2695.
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van Ginneken, R. ed., 2019. Hospitality Finance and Accounting: Essential Theory and
Practice. Routledge.
Wood, Y. and Roberts, M., 2017. Cooperative education in hospitality and tourism: Extending
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Yuan, B., Li, J. and Zeng, G., 2018. Corporate liquidity management and technical efficiency:
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