Maintaining Service Standards and Legal Compliance in F&B Operations

This document discusses the importance of maintaining service standards and complying with legal regulations in food and beverage operations. It covers topics such as reviewing and revising SOPs, training requirements, maintaining standards in food preparation, legal and regulatory requirements, and communication of SOPs to staff. The content provides valuable insights for anyone working in the hospitality industry.

HOSPITALITY
OPERATIONS

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Background to the project and the reason for reviewing and revising the SOPs........................1
The SOPs and training requirements required to ensure that they are adhered to......................1
How standards will be maintained in the preparation, cooking and serving of food and drink at
the Restaurant..............................................................................................................................2
Methods to train new and existing staff and whether the staff working for example on events,
private parties etc........................................................................................................................3
The legal and regulatory requirements which need to be considered in F&B preparation.........4
How service standards will be adhered to while at the same time meeting all legal and brand
operating standards......................................................................................................................5
How any legal and/or regulatory issues will be complied with to avoid the risk of prosecution
.....................................................................................................................................................5
How the SOPs will be communicated to the teams/ staff working both full and part time........6
Advice and recommendations on the monitoring of standards to ensure they are achieved and
adhered to across all F&B activities............................................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Hospitality is considered as the relation between the guest and host and it also act as the
practice that include the reception and other entertainment like guests, visitors, resorts, special
events and so on. Moreover, this industry offer various services in different sectors in order to
earn more profitability (Filimonau and Delysia, 2019). To carry forward this report, Regal
restaurant is considered that offer wide variety of hot and cold bar services according to the
carvery selection. Despite from this, management get lot of complaints regarding the quality of
their services including food, customer service and many more by analysing various types of
situations. Furthermore, the report will cover training requirements towards their staff members
in order to offer best practices to them by considering their complaints in order to reduce them.
MAIN BODY
Background to the project and the reason for reviewing and revising the SOPs
The present assignment is based on Regal restaurant that serve its services to number of
customers by offering prominent snacks during the opening hours and also in evening
considering the carvery selection. Moreover, the project also leads to develop significant SOP
considering the existing restaurant. Along with this, various number of complaints are accounted
towards the management and services of restaurant considering food, customer services, variety
of hot and cold snacks and miscommunication in order to offer services to customers. Despite
from this, it is also helpful in order to develop prominent SOP and also deliver the significant
training to workforce but due to its complaints company face loss of goodwill and brand
reputation that leads to impact the sales and profitability of company. Away with this, in order to
sustain their position within the market, it is important for the restaurant in order to apply
effective practices undertaking the Standard Operation Procedures. Furthermore, it is also
analysed that by undertaking the amended SOP, Regal restaurant need to achieve significant
competitive advantage which is useful in sustaining their overall market position and it also leads
to increase the profitability and productivity of company.
The SOPs and training requirements required to ensure that they are adhered to
In the above section, it is already discussed that currently Regal restaurant face various
issues in terms of customer services, miscommunication and so on that leads to impact the
overall functioning of restaurant. Hence, for the Regal restaurant it is required by them to come
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up with the significant SOP in order to make probable changes in the existing ones. Along with
this, suitable number of training is required which is required in order to increase the
productivity and profitability in an effective manner.
SOP: It is considered as the effective restaurant services by considering the SOP which is
performed below: Menu presentation services: It is required by the Regal restaurant in order to develop
effective beverage menu that need to be clean in any kind of situation. Moreover, it is
also required by the staff members in order to give any kind of suggestion towards their
favourite unit (Gibson and Parkman, 2018). Order taking services: It is for the order takers to stay attentive at the guest table and
always gets ready with pen and paper in order to take order to make notes according to
the demand of customers. They are also responsible for services effective services with
warm attitude and smile that leads to retain them for longer period of time.
 Order delivery services: It is important for the manpower to Regal restaurant in order to
make sure that the bill is accurate and also check their significant quality before offering
beverages and also acknowledge guests by approaching them towards their table.
Requirement of training: There are various number of divisions within the staff of Regal
restaurant who can significantly offer training to workforce for the betterment of company. In
relation with this, some of them are discussed below: Requirements regarding presentation: The manager of Regal restaurant prominent give
training to their staff members through suitable presentation regarding their thinking in
terms of table setting, food services and also take notes etc.
 Chasing: It is also considered as the another approach as it is useful in understanding
employees by considering their overall personality and requirements by developing
effective communication with their customers (Filimonau and Naumova, 2020).
How standards will be maintained in the preparation, cooking and serving of food and drink at
the Restaurant
By considering the present situation, standards are those that can be significantly develop
and maintained while developing and making food considering the hygiene of the kitchen and
restaurant. In terms of this, effective standards are discussed below:
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 The basic activity that should be required in order to undertake the prominent
development and also considering the effective SOP which is useful for the staff
members considering the chefs in order to take significant decision while offering their
services regarding the food and beverages and cooking.
 Effective communication among the staff members, chefs and other individuals which is
useful for the Regal restaurant in order to conduct their activities and operations with
effective functioning and also get best results in prominent way (Kim, Lee and Fairhurst,
2017).
 Along with this, proper management of time is useful for the Regal restaurant in order to
significantly reach towards the customers on the prominent period of time and it also
helps in delivering the right order on the correct table.
 Offering appropriate training sessions to the staff members by considering the
requirements of customers that changes on the frequent basis. Despite from this, effective
changes also done regarding the bonus and compensation considering strategies for the
staff members in order to motivate them regarding their performance within the
competitive business environment.
Methods to train new and existing staff and whether the staff working for example on events,
private parties etc.
The prominent task in order to carry out the overall training procedure to ensure the
effectiveness that should be significantly implemented. Many of the times, people go through
with training procedure as it is useful in finding out the prominent skills that should not be
practices while performing the functions and task. Along with this, in modern times hospitality
industry consider various methodologies in terms of training that should be opted by the Regal
restaurant and these are presented as under: Off the job: It is considered as the effective method in order to provide training which is
utilised by the restaurant in order to get desired outcome within the short period of time.
Along with this, this training method offer suitable information to manager regarding the
development of training session on the grounds of their skills of each candidate as it helps
them in performing their job with full efficiency with the help of right information
(Buhalis and Leung, 2018).
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 On the job: It is also considered as the vital method which is useful for the managers of
the Regal restaurant in order to deliver effective information to the staff members in order
to offering their best services to customers with the help of an event while working
within the restaurant.
 Starting with orientation: Managers of the Regal restaurant prominently deliver the best
experience as they are already offering their services to customers in previous times.
Along with this, it is also helpful for the managers in order to making them more familiar
with restaurant by considering their practices, goals, objectives and information about the
owner of restaurant.
The legal and regulatory requirements which need to be considered in F&B preparation
In modern times, hospitality industry is significantly known because of restaurants that
are required to follow the ample amount of legal needs considering the specific country in order
to offer their services. Generally, each and every business organisation deals with the number of
legal system that has been significantly developed by the government in terms of food and
beverages and their preparation as well (Boella and Goss-Turner, 2019). Along with this,
maintaining hygiene is not so easy as the manager of the restaurant need to develop suitable
strategies in order to increase their customer base and also handle food services. Moreover, to
maintain the standards restaurant need to make sure that their staff member should maintain and
follow the food standards and considerable guidelines. A safety program is also developed under
the ServSafe as it is a program that leads to offer suitable information regarding the safety of
staff and health at the workplace. Along with this, these standards are adopted by the Regal
restaurant in order perform their functions and operations in an effective and ethical way. Hence,
some of the legal requirements are mentioned below: Food Standards Act, 1999: It was developed by the parliament of UK as it offer
significant information with prominent authority along with the suitable functions in
terms of safety standards of the food and it is also helpful in order to understand their
customers and also trust at the any stage considering the supply chain and food
development. Food Safety act, 1990: The reason behind to develop this act was to offer the safety of
food that is critical for their customers in modern business considering the business
environment of food. Moreover, it is helpful in order to deliver the confidence to the
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customers regarding the food which they need to adopt as it is based on the expectations
in order to protect the health of their customers (Manoharan and Singal, 2017).
 Food labelling Act, 1996: As per this act, the restaurant like Regal significantly purchase
their raw material considering the mark as the label for the appropriate food services that
is considered as the significant regulations regarding the agencies which is developed by
the parliament of UK.
How service standards will be adhered to while at the same time meeting all legal and brand
operating standards
By considering about the Regal restaurant, their service standards are required in order to
develop suitable understanding regarding the legal brand operations and related standards that
are also developed by the parliament of UK. As it useful in order to enhance the possibility in
order to develop effective SOP (Pirani and Arafat, 2016). Along with this, it is also understood
by the good example of the presentation of menu undertaking the server standards which is the
effective part of SOP and also addressed by the food standards act, 1990.
Furthermore, it is also mentioned as it is required by the restaurant prominently to clearly
describe detail information regarding the ingredients that are utilised to prepare food for the
customers in the menu. Moreover, it is also considered as the food safety act, 1990 is suitable for
the communication that should be done by the staff members for their guest in order to offer
appropriate information to their customers which is useful in order to perform their suitable
activities (Bowie and et. al., 2016). Moreover, with the help of this, restaurant is capable to
develop effective relations in order to sustain their position within the market of the longer
period of time.
How any legal and/or regulatory issues will be complied with to avoid the risk of prosecution
It is also significant for each and every restaurant owner to follow suitable rules and
norms considering the legal perspective and standards that is developed by UK. Along with this,
in terms of following the suitable regulations considering the standards of the food and beverage
industry that can be easily resolved by the SOP. Moreover, it is also understood through an
example by undertaking the standards of SOP which include order taking standards that depicts
the warm attitude of employees towards their customers in order to meet significant satisfaction
level (Gursoy, 2018).
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Despite from this, the ethical considering issues like communication needs to be
undertake regarding the customers and employees as it is possible that it leads to develop false
image of restaurant. Hence, following the food safety act, 1990 is helpful in neglecting
prominent issues and challenges. Along with this, it is also determined that that significant
training sessions need to consider the suitable norms and regulations that is developed for the
food and beverage sector and useful for Regal restaurant in order to achieve desired goals and
objectives that leads to reduce the complaints on the daily basis (Min, Swanger and Gursoy,
2016).
How the SOPs will be communicated to the teams/ staff working both full and part time
Suitable SOP should be developed in order to communicate regarding the full and part
time employees, considering the staff members which is useful in organising the meeting with
significant standards for both full and part time employees. Along with this, it is developed by
the project manager in order to create SOP for the betterment of the company and employees as
well (Ivanov, 2019). Moreover, it is also helpful in sustaining the market area for the longer
period of time as it leads to improve their skills and opportunities for the development of staff
members in order to promote them.
Besides this, it is also tends to deliver effective services to customers that will leads to
reduce the ineffective customer service by delivering them prominent services with fresh food
items that are labelled under the security and safety food and beverage industry. Moreover, it
also leads to develop communication with the help of emails and other communication tools that
are used in order to offer effective information that belongs from the restaurant.
Advice and recommendations on the monitoring of standards to ensure they are achieved and
adhered to across all F&B activities
After creating effective SOP for the Regal restaurant, it is suggested to hotel to
continuously monitor their standards in terms of order taking services, delivery services,
managing bills and other financial statements. Moreover, it also include various procedure with it
like training sessions, menu presentation, ordering and seating arrangement etc. Besides from
this, restaurant need to require consistent environment in order to manage their staff
requirements, marketing campaigns, inventory and so on.
Besides this, it is also recommended that effective learning of the operations are
conducted considering the single actions that leads to prominently retain staff members in order
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to sustain within the market for the longer period of time. Management of the customers relations
and expectations is also difficult but it is easy for the manager of the company to manage them
by having suitable customer services. Regal restaurant deals in every food item and make dishes
as per the demand of their customers and dietary level.
CONCLUSION
By considering the preceding information, it is analysed that each and every restaurant
that deals in hospitality sector need to provide suitable training sessions to their staff members in
order to consider suitable changes within their SOP that are currently exist and also develop new
one regarding the betterment of their objectives and productivity. Moreover, significant rules are
developed under the constitution that are helpful for the restaurant in order to conduct their
operations by satisfying the requirements and demands of customers in prominent way.
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REFERENCES
Books and Journals
Boella, M.J. and Goss-Turner, S., 2019. Human resource management in the hospitality
industry: A guide to best practice. Routledge.
Bowie, D and et. al., 2016. Hospitality marketing. Taylor & Francis.
Buhalis, D. and Leung, R., 2018. Smart hospitality—Interconnectivity and interoperability
towards an ecosystem. International Journal of Hospitality Management, 71, pp.41-50.
Filimonau, V. and Delysia, A., 2019. Food waste management in hospitality operations: A
critical review. Tourism management, 71, pp.234-245.
Filimonau, V. and Naumova, E., 2020. The blockchain technology and the scope of its
application in hospitality operations. International Journal of Hospitality
Management, 87, p.102383.
Gibson, P. and Parkman, R., 2018. Cruise operations management: Hospitality perspectives.
Routledge.
Gursoy, D., 2018. Future of hospitality marketing and management research. Tourism
Management Perspectives, 25, pp.185-188.
Ivanov, S.H., 2019. Ultimate transformation: How will automation technologies disrupt the
travel, tourism and hospitality industries?. Zeitschrift für Tourismuswissenschaft, 11(1).
Kim, S.H., Lee, K. and Fairhurst, A., 2017. The review of “green” research in hospitality, 2000-
2014. International Journal of Contemporary Hospitality Management.
Manoharan, A. and Singal, M., 2017. A systematic literature review of research on diversity and
diversity management in the hospitality literature. International Journal of Hospitality
Management, 66, pp.77-91.
Min, H., Swanger, N. and Gursoy, D., 2016. A longitudinal investigation of the importance of
course subjects in the hospitality curriculum: An industry perspective. Journal of
Hospitality & Tourism Education, 28(1), pp.10-20.
Pirani, S.I. and Arafat, H.A., 2016. Reduction of food waste generation in the hospitality
industry. Journal of Cleaner Production, 132, pp.129-145.
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