Hospitality Operations: Synthesis and Creativity in Food Production and Food & Beverage Services

This assignment focuses on the synthesis and creativity of food production and food & beverage services in the hospitality industry. It also analyzes the roles and responsibilities of a restaurant manager and identifies the factors affecting menu pricing. The case study is based on Hilton Hotel London.

Hospitality Operations

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY ..................................................................................................................................3
1. Explain the synthesis and creativity of the Food production and Food & Beverage Services
systems. ......................................................................................................................................3
2. Critically analyse the roles and responsibilities of Restaurant Manager................................4
3. Identify and analyse the factors affecting menu pricing.........................................................5
4. Analyse the Menu Planning considerations and constraints within the Food & Beverage
Operations...................................................................................................................................7
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Hospitality is considered as relationship between the guests and host or the act of being
friendly. This industry consisting a wide array of operations in different fields like hotels,
catering, restaurants, resorts, casinos etc. which are undertaking in order to cater the tourist
effectively. As in the present world, hospitality industry is become a one of the fastest growing
industry as it provides great facility to touristy and higher increment in national economy. In
regards to detail understanding this concept the selected organisation is Hilton Hotel London
which is an American Hospitality Company that is taking the responsibility of managing and
franchising a range of hotels and resorts. This following assignment will give its focus on
considering synthesis and creativity of food & beverage service systems and also define the roles
and responsibilities of a manager within the organisation. Apart from this, it also emphasis the
factors which have great impact on the menu pricing and constrains which an organisation has to
face while making plan related to menu.
MAIN BODY
1. Explain the synthesis and creativity of the Food production and Food & Beverage Services
systems.
Food production system is considered as a process of converting raw material into
finished goods so as to cater the customers with eatable products. Within the food and beverage
department of Hilton hotel food is prepared by the manager by considering the diverse needs and
demand of the customers so as to attain higher profit. Other, food and beverage service system
is refers to the procedure of preparing and representing food and beverages to the customers
through food stalls and other mediums. As in the present world, competition has covered a big
place of market which makes it essential for a hospitality industry to bring creativity and
synthesis in their organisational activities. In which creation refers to the bringing some effective
procedures within the organisational activities as in the present world customers are changing,
dining experience and taste are changing and competition is increasing (Pegg, Patterson and
Gariddo, 2012). Due to which, in order to attain the higher success and growth various
competitors are coming up with new creativity and developments in their food and beverage
system in order to give best dining experience to guests. Whereas, synthesis refers to the
combination of various operations of food and beverage department so that best dining

experience can be provided to the customers. In this regard, Hilton is offering a variety of dishes
to their customers in 3D style in terms to make unique its outer appearance. With the help of this,
they are able to attract a range of customers’ towards their food & beverages which results higher
profitability of their organisation. Other, they are also giving their focus on providing Solo food
pack with family pack food so as to accomplish the demand and requirement of each personal
effectively.
By espousing all these activities within the organisation Hilton manager is able to increase their
customer base as well as goodwill in the marketplace as because it will enables them to operate
all their activities as per the current market trends and customers perceptions (Lynch and Mac
Whannell, 2013). Apart from all these, restaurant manager is also giving their focus on providing
separate food pack for children on the special occasions like anniversary, birthday parties etc.
as per the size which has ordered by them so that wastage can be reduced and quality of the
products can be maintained. Along with this, Hilton is also offering signature dish to first 10
customers on the occasion of Christmas and New Year party in order to gain the higher
customers attention and interest towards the organisational services. This helps them in attracting
a lot of people in their food and beverages which enables them to attain huge profitability within
the limited period of time.
There are various ways in which food can be produced like cultivation, crop
management, preserving, baking, pasteurizing, butchering, fermenting , restaurants etc. which
helps in making the food available to customers in many ways so that their food needs can be
fulfilled. All these types are important so that food produced can be delivered to the customers in
the way which can help in satisfying them. Hotel Hilton provides the food service to its customer
by the way of restaurants where the food is prepared and is served to the customers. Along with
this various services are also given which are discussed as follows: Silver plate: It is an English method to serve food in hotels in which the waiters serve
dishes to the guests from a serving dish into the plates of customers. The waiters use
service spoon and fork to serve the food. English service: In this method food is served to guests in a private dining room or
restaurant where the waiter serve food to guests from a large dish starting from the host
of party at the head of table.

 Cart service: This service is present in fine dining restaurants in which the guests selects
food from cart while sitting at their tables while the cart revolves from all the guests so
that each guest can select their food. Snack bar service: It is an inexpensive and permanent structure where snack food and
light meals are kept in display from where the customers can select the food they need. Buffet: In this system food is kept at counters where a large variety of food is available
and the customer can take the food which they want and as per their required quantity as
is mostly available at weddings. Self service: In this the customers place their orders at the counters and have to collect
their orders once the food is prepared and is ready to be served to them.
 Plate system service: In this the plate menu is fixed and also the price of the plate is
fixed. The customers can order a plate and have to pay based on the plate and not based
on individual item.
2. Critically analyse the roles and responsibilities of Restaurant Manager
In the food and beverage department of an organisation restaurant manager play
significant roles and responsibilities in each and every phase of operations, from rendering the
food and service to getting the assurance that all the activities are carrying in a profitable
manner. A successfully restaurant manager needs to understand the importance of food customer
service and business operations as because running a restaurant has undertaken various moving
parts (Myung, McClaren and Li, 2012). In this regard, the restaurant manager of Hilton Hotel
London plays various roles and responsibilities within the food and beverage department which
are describing below:
Managing food quality and production: This is the main responsibility of Hilton hotel
manager to overlook the food quality and production. Although chefs are responsible for creating
and handing the food but in this regard manager must stay focus towards providing effective
training to staff members so that they can pay attention to each and every aspect of maintaining
quality of food. Also, in order to maintain the proper quality and production of food, restaurant
manager work with the kitchen staff and purchasing department in menu planning so as to decide
an effective price of their products and deliver best experience to guests. But in case if the
manager will interfere in their staff operations and force them to accomplish their job role as per

the set guidelines then in this case it might hindrance the creativity of staff and lead negative
impact on them (Kuo, Chen and Tseng, 2017).
The dining experience: It is the another responsibility of Hilton restaurant manager to
maintain each element of dining experience like décor, customer service, cleanliness and many
others. In this aspect, they requires to use persuasive techniques to train their employees so that
they can ascertain all the problems easily and can inform their management so as to provide best
experience to their guests. Also, restaurant manager must give their focus on taking the
feedbacks from the customers about the services so that the required changes can be
implemented easily and enhance their satisfaction level.
Delivering superior food and beverage service: In this, restaurant manager of Hilton
also plays an important role as it is related to deliver the best food and beverage services to
customers so that they will prefer to come again in the same restaurant. Herein, restaurant
manager needs to provide quality food to their customers at affordable price so that their
attentions and interest can be maintained which will result higher satisfaction of customers as
well as profitability of the business. In the case, if the restaurant manager will not remain give
their focus on considering all the pre determined food standards then it will lead direct negative
impact on the satisfaction of customers which will results lower level of revenue and success of
the organisation (Buhalis and Leung, 2018).
Responding efficiently and accurately to restaurant customer complaints: The roles
and responsibility of a Hilton restaurant manager not only end to supply quality food and
beverages to the customers but also they plays an important role in taking the feedbacks from the
guests about their services so that they can tackle all the negatives responds in an effective
manner and can cope up from all the complaints within a limited period of time so as to provide
best restaurant experience to the guests. If restaurant manager of food and beverage department
does not take seriously their clients complaints then in this case they have to face the lower
satisfaction of guests and lower success of the organisation as well.
Thus, it can be evaluated from the above discussion that restaurant manager of Hilton
within the food and beverage department contribute higher efforts in providing best experience
to their guests and in increasing the overall profitability of the organisation. As restaurant
manager have a significant role so due to this in case if they will not play their duties an
appropriate manner then the various negative impact can occur like decreased productivity,

reduced morale, higher employees turnover and many others. So it is essential for the restaurant
manager of Hilton hotel to have appropriate skills so that they can perform their job role in a
most significant manner and can lead the organisation at higher position (Lugosi, 2014).
3. Identify and analyse the factors affecting menu pricing
Menu pricing refers to that how and on which pricing an organisation is serving its food
and beverages to its customers. This is the most important factors behind success of a restaurant,
as the sales of food products depends on it. Pricing of the food depends on the various factors
like utilities, labour, equipment, ingredients and many others. In order to ascertain the prices of
the food items, a hotel manager can look up to the various methods like competition pricing
method, demand driven pricing method, by evaluating current profitability and ideal food cost
pricing method. As in order to set their pricing strategy restaurant manager of Hilton is
considering competition pricing method in which they are determining their products price as per
the availability of competition in marketplace so as to stay ahead from their competitors in
market and to gain higher customers attention (Feinstein and Parks, 2014). But deciding the
menu pricing of the restaurant, various factors come in the way which has huge impact on it.
These factors are describing below:
Labour cost: As Hilton is listed in one of the most well-known hospitality industry due
to which a range of labour are working in this organisation. As in the production system a lot of
people are requires in order to provide effective services to guests. These people include packers,
farmers, processors and retailers which are liable to produce food items and to deliver it to the
customers in an effective manner. In case if the cost of labour will increase or goes up then it will
direct impact on the prices of food items as it comes in higher prices of the food product. The
significance of labour within the organisation forces them to determine the higher prices of their
products in order to earn the profit as per their cost level. These labour costs must be pre
determined so that the there exist no confusion in the payment which is done for the work done
by them.
Transportation cost: This is the another important factor which have huge impact on the
menu pricing as transportation refers to the medium which is helpful for the organisation like
Hilton to deliver food items to its guests. The impact of this factor also has taken a great place as
which can be seen by this following point. As if the price of gas and oil will increase, then the
cost of transportation of food from farm to guests’ plate also will increase. For example, if

transport mediums prices will reach at higher level than the delivery of food items from
processing department to store also will increase which will direct lead impact on the pricing of
food items which has mentioned in menu of the restaurant (Zhang, Joglekar and Verma, 2012).
This cost must be calculated by analysing the total cost of transportation so that the company do
not have to bear losses due to wrong calculation of the cost. This will help it in managing
appropriate budget required for transportation.
Weather/Temperature: The menu pricing of Hilton also affected by this factor as
because all crops are greatly influenced by weather at the time of growing season. In case of
weather is too hot, too cold, and too dry and too wet then the crops are not able to thrive. Due to
this, insufficiency and deficit of crops might face by the restaurant of this hotel which results in
higher cost of food items. This can incur sometime profit sometime loss as well as because of the
higher prices they are able to attain higher profit but because of this the decreasing interest of
customers have to face by them which have direct negative impact on the succession and growth
of this organisation. But on the other hand, when good growing season comes in the economy
then in will results as lower food prices which will allow the restaurant manager to offer various
food products at lower prices and to earn higher profitability within the limited period of time.
Pests/Disease: While deciding menu pricing this factor also have huge impact on the
decision making of restaurant manager of Hilton in determining the price. As this define that due
to the pest damage or a disease, cultivation of crops will affected in a negative manner as
because of the diseases can destroy the crop which will results as scarcity of crop. Due to this,
prices of food products will increase which will comes as results in lower interest and attention
of customers in taking the advantage of restaurant services. The crops must be selected which do
not deteriorate the quality of food prepared by the restaurant. It is important that the customers
are provided with safe food so that there is no compromise with their health and they can be
provided with healthy and high quality food.
Other: Some other factors also are available which impact on the menu pricing of Hilton
restaurant. These factors includes political and economical, as if the tax rate will increase in the
UK economy then in this case cost of trade between two countries will increase which have
impact on the overall cost of the business as well as profitability of it (Gursoy, Rahman and
Swanger, 2012).

4. Analyse the Menu Planning considerations and constraints within the Food & Beverage
Operations
A menu within the restaurant is a description of all the dishes which are offering by them
to its customers. The menu is an important element of food service operations as it is offers as
marketing tool, ascertain the inventory, skills level, number of cooking staff etc. While making
the plan related to menu manager of the restaurant must needs to give their focus on considering
various elements like scale of functions, type of menus, facilities, time, staff, money and many
others so as to prepare a most effective menu. It is same applied to the restaurant manager of
Hilton hotel to keep their eye on various factors while formulating their menu. As they are listed
in one of the most recognised organisation due to which it is essential for them to undertake
various elements like identify customers preferences, anticipate special needs, seasonal and local
food items, offer variety and menu that will be able to fit to the each and every event. This will
enables them to make a most impressive menu which is comprises all that things which are
preferable by the customers (Melissen, 2013). It will also allow them to attract a range of
customers towards taking the benefits of their restaurant facilities which will results higher
profitability and success of the organisation. But on the other hand, while making the menu
planning and carrying all the food and beverages operation, restaurant manager of Hilton have to
face various constrains or conflicts which might hindrance their performance in a negative way.
Some of constrains are defining below:
Type of customers: As in the present world scenario, dynamic customers are available
who have different choices, demand and perceptions which have huge impact on the decision
making of manager related to menu planning. For example, a customer who is always prefer to
have vegetarian food then in this case it is essential for the restaurant manager of Hilton to make
a menu in which they can separate both non-vegetarian and vegetarian sections in order to render
all the services as per their needs and wants.
Price range: This is the another constrain of menu planning which is related to
determine prices of dished which are mentioning in menu of restaurant as prices of food items
needs to be set in that manner which is able to attract a range of customers towards the restaurant
services. Restaurant manager of an organisation like Hilton needs to ascertain a price which is
able to reach the pocket of both higher class as well as lower class people so as to earn higher

profitability and recognition in the marketplace and to stay ahead from competitors (B. DiPietro,
Cao and Partlow, 2013).
Location of establishment: This is another constrain of menu planning as location of a
restaurant is the first point from where customers are interacting with the facilities of a hotel
restaurant. As Hilton is offering events facilities, catering services and restaurant due to this it is
considered as a highly recognised organisation due to which its outlets has established in very
posh areas which makes it more essential for them to consider very impressive menu for their
restaurants so as to attract higher class people in their organisation and to retain customers for a
longer period of time. But because of their higher prices it might happen that customers will
switch brand easily.
Kitchen size and equipments facilities: This is also considered as biggest encumber of
menu planning as it defines that effectiveness of food preparation depend on kitchen size and the
equipments which are using to produce the food items. In regard to Hilton hotel, restaurant
manager able to provide effective catering services to the customers when they will utilise
modern kitchen tools and equipments in their production activities so that they can provide food
items to their customers as per their choices and needs. Also, the size of a restaurant lead huge
impact on production activities as a small kitchen is unable to accomplish the emerging needs of
the customers whereas a large scale of kitchen is able to meet the requirements of a range of
customers (Cetin, Akova and Kaya, 2014).
The restaurant can develop various kinds of menu for their customers so that it can be
convenient for them to select among the various food items available in the restaurant. Following
are the various types of restaurant menus: La Carte menu: In this the guests can order the dishes individually from the menu
provided by the restaurant and only pay for the food that is selected by them. This menu
offers a wide range of food variety to customers which can be selected by customers in a
restaurant. Wine/Beverage menu: This menu contains the list of drinks either alcoholic or non-
alcoholic against their prices so that the customers can select the drink they want from the
available list.

 Static menu: These are usually served by the restaurants who serve the same dishes to
customers all year long. Fast food restaurants and diners usually offer these menus with
the list of items like soups, salads, desserts etc. Day menu: In this menu light food snacks or food items are included which the guests
usually orders during the day time.
 Dessert menu: This menu exclusively deals in the desserts that are offered by the
restaurant including all kinds of desserts like ice creams, waffles, baked apple caramel
blossom, chocolate Charlotte mousse cake, ice-cream sundae bar, chocolate dip etc.
CONCLUSION
From the preceding study, it can be concluded that proper management of hospitality
operations is required in order to deliver the best experience to guests. As hospitality industry is
some of the various categories of fields like restaurants, hotels, event planning, travelling and

many others, due to which it becomes more essential to a hospitality organisation to stay concern
for managing all the activities in a coordinated manner. Here, the main emphasis is giving on
food and beverage systems of a hospitality industry which have considered roles and
responsibilities of a restaurant manager and all the creativity which can be implemented by them
at the time of food production. Moreover, it also has described all the factors which have
influenced on the menu pricing and consider all constrains of menu planning within the food and
beverage operations.

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