Enhancing Service Quality in Food and Beverage Businesses

This assignment emphasizes the significance of effective management skills in improving service quality and expertise in food and beverage (F&B) businesses. It highlights the need for organizations to adapt to technological advancements and follow legal structures to conduct smooth business operations. The assignment also touches on the importance of market strategy and increasing customer base, making it a comprehensive guide for F&B managers.

MANAGING
FOOD AND
BEVERAGE
OPERATIONS

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1...........................................................................................................................................3
P1 Explore different types of businesses within the food and beverage
industry, profiling a chosen business within each area of the industry .................................3
TASK 2...........................................................................................................................................6
P2. Different rating systems used for food and beverage industry nationally and
internationally:........................................................................................................................6
TASK 3............................................................................................................................................8
P3. Current and future trends affecting food and beverage businesses:.................................8
TASK 4............................................................................................................................................9
P4. Demonstrate professional food and beverage management skills within a food and
beverage organisation.............................................................................................................9
P5 Explain the legal requirements and regulatory standards that food and beverage service
outlets must comply with, giving specific reference to maintenance and cleaning of
equipment. ...........................................................................................................................10
TASK 5..........................................................................................................................................11
P6. Compare and contrast different operational and marketing technology for a range different
types of food and beverage businesses.................................................................................11
TASK 6..........................................................................................................................................12
P7. Factors influencing consumers' decisions on their choice of food and beverage outlets:12
P8. Strategies used in food and beverage outlets to attract and build a loyal customer base:13
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................16

.......................................................................................................................................................16
INTRODUCTION
Food and Beverages operation management deals with multiple activities that is engaged
with the staff members from buying raw materials, producing finished food and beverages,
maintaining the service quality to the customers, keeping the inventory of materials, managing
different events associated with catering and analysing the whole businesses. It is crucial to
prepare and deliver food and beverages product to customers that is conform to quality
standards. To overcome improper or ineffective production procedures it is important to have
excellent services , clean surroundings and inviting ambience. Quality standards are incorporated
in production activities by food and beverages operation managers through standard recipes,
purchase specification and use of proper tools and equipments. This assignment covers about
different styles of food and beverages service outlets, rating systems and recent industry trends.
Moreover, this assignment includes legal requirements and regulatory standards that food and
beverages outlets required. It emphasis on factors that influence the consumers decision and
strategies used in range of food and beverages to attract and build a loyal customer base.
TASK 1
P1 Explore different types of businesses within the food and beverage
industry, profiling a chosen business within each area of the industry
There are various food and beverages sectors that are managing different operations which
includes purchasing of raw materials, handling machinery to produce quality food, maintaining the
inventory of materials etc. Some of the food and beverages sectors are discussed below with their
description, advantages, disadvantages and example of employer.
S No. Sectors Description Advantages Disadvantage
s
Example
employer
1 Restaurant A restaurant is a setup or The main The main Five Field

establishment that
prepares and serves drinks
and food in return of
money that is either paid
before taking meals or
after having meals.
Restaurants varies with
their appearance and
offers from location to
location. It includes a
wide variety chef's
cuisines and service
models.
advantage of
restaurant is
that customers
prefers to grab
food and
drinks when
they feel
hungry.
Restaurant has
to just focus
on food
quality and
taste in the
local
geographical
area to run the
business in
effective
manner.
disadvantage
with the
restaurant is
that is requires
a lot of
employees in
order to
function
smoothly. As
most of the
employees
working in
restaurant gets
low pay due to
which there is
high employee
turnover rate.
Identifying
and retaining
competent
employees at
low rate is
difficult.
restaurant in
London setup
by Taylor
Bonnyman.
Website
Link:http://ww
w.fivefieldsres
taurant.com/
2 Hospital
Catering
services
The main purpose of
hospital catering services
is to develop recipes,
menu's that is taken into
consideration with dietetic
advises, patients age and
medical condition.
Hospital catering services
As they serve
for patients
care they are
very specific
for developing
menu charts
for patient’s
food and
The main
disadvantage
faced by
hospital
catering
service is that
there is high
staff turnover
OCS group
setup by
Frederick
Goodliffe.
Website
link:https://ww
w.ocs.com/uk/
services/cateri

are essential part of patient
care as they are flexible
enough to provide
nutrition’s meals that can
accommodate patient’s
dietary requirements and
preferences.
drinks. They
prepare high
protein diet,
high calorie
diet, nephrotic
diet, diabetic
diet for well-
being of
patient.
rate, high staff
vacancy rates.
There is no
incorporation
of career
development
opportunities
in this sector.
ng/hospital-
and-
healthcare-
catering/
3 Fast food Fast food sectors include
Mc Donalds and Burger
King. It is characterised
by high investment, high
labours costs and wider
customer throughput.
The main
advantages of
fast food
sector is that it
is having huge
market share,
growth rate is
high along
with high
growth rate.
The main
disadvantage
of fast food
sectors is
people are
concerned
about health
issues. There
are many
growing
restaurants
that is giving
tough
competition.
Fast food
sectors has to
change with
changing
consumer
preferences.
Burger King
founded by
David
Edgerton and
James
McLamore.
Website
link:https://ww
w.bk.com/
4 Hotel It is a commercial Lodging used Sometimes, it The best

established body that is
related with providing
lodging services and other
guest facilities to their
customers.
to facilitate the
tourism and
tourist to
engaged at
huge level.
happens to be
more
expensive as
per the peak
session time.
example is
inter-
continental
hotel groups in
UK with 5000
hotels across
100 nations.
The Patrick
Jean is the
executive of
this hotel.
5. Golf clubs The big and medium food
services or quick serving
facilities such as burger or
vegan and many other
services are provided by
the individual at the golf
clubs.
It used to
deliver as the
refreshment or
lunch items to
those players
at the golf
club.
It has been
found that in
some of the
clubs where
the food and
beverage
products are
delivered
through fast
food centres at
the prices in
economical
rate.
Muswell Hill
golf club is
founded in 19
centuries and
providing food
and beverage
to their
customers.
6. Theme
parks
It is more perfect
destination to deal with
the week holiday and food
as well as beverages
services by the
management.
It would assist
in attaining
long terms
hold of people
at the theme
park and
The food and
beverages
outlet at the
theme park
used to lead to
more costly.
Shrek’s
Adventure in
UK has
established
this park.

enhance the
earning at the
same point of
time.
7. Prison
catering
services.
This particular catering
services are the related
with the food and
beverage which would be
provided for the prisoner
in jail.
It would help
them to reduce
the burden of
the jail and
prisoners and
earlier period
of time.
Most of the
legal bodies
tend to spend
very minimum
amounts on
prisoners that
can lead to
low quality.
HM prison
services
caterers in
London. It
would provide
catering
services to the
people that are
working in a
jail.
8. Contract
catering
These are the food and
beverage providers on
contractual basis in most
of the wedding reception
parties.
It will assist in
delivering
food at the
customers
occasion
destination in
proper
manner.
It could affect
the revenue of
hotels,
restaurants
other fast food
centres.
Eden caterers
can provide
the food and
other
restaurant
services in UK
in most of the
occasional
events.
9. Casual
dining
It is simply one of the
reliable restaurant that
used to serve the food in
casual atmosphere.
It is more
convenient for
the family and
friends to cook
foods for their
entire family.
Minimum
quality time
with most of
the young
people those
are going out
for parties.
Ruby Tuesday
is the
restaurant
which is
owned by
E.beall.

10. Culture and
heritage
food
services
Heritage food services are
the providers or traditional
food of various nation.
There is
various person
that tend to get
traditional
food of his/her
country.
Few of the
traditional
food restaurant
in several
nations that
can high
charges for the
foods.
Aqua Japanese
is the owner of
the company.
TASK 2
P2. Different rating systems used for food and beverage industry nationally and internationally:
Hospitality sector is a rapidly growing business industry, its main aim is to provide
quality services to people travelling to different locations. There are different ratings given to
various hotels and restaurants depending on the services they provide to their customers. The
grading and rating system for food and beverage industries nationally and internationally are as
follows:
Scores on the doors:
This term is widely used in the food and beverage industry of UK, to display the food
hygiene of different food business determined by food safety inspections. Results of these
inspections are displayed on internet and reflects the food hygiene standards of various
businesses. However, it has no relation to the quality of food of that particular company. These
inspections are conducted by the authorities like the National Food Hygiene Rating Scheme of
England.
AA Rosettes:
This scheme is well established in UK and helps the business of food and beverage sector
to celebrate excellent cooking standards across the country. These procedures are conducted by
AA inspectors and the success in achieving these Rosettes depends upon multiple visits from
these inspectors. There are 5 levels of these awards which are mentioned below: 1 Rosette: Almost half of the restaurants and hotels have received one rosette, and it
denotes that quality food is skilfully served with proper care and understanding.

 2 Rosettes: These are awarded to restaurants with higher standards than other average
businesses. The businesses included in these are consistent, they give proper attention to
quality ingredients and aim to enhance their quality of service. 3 Rosettes: These are awarded to restaurants with excellent service and who deserve
recognition outside their local areas. The standards of their cooking are very high as they
use different combination of flavours that enhance the taste of their dishes. 4 Rosettes: Only top restaurants in UK who deserve national recognitions receive such
ratings. These businesses appreciate culinary traditions and are remarkably consistent.
 5 Rosettes: The cooking standards of businesses with 5 restaurants are acknowledged all
around the world. These restaurants are exceptionally good, maintain highest quality of
technical skills.
Michelin Stars:
These stars are awarded to restaurants with great dining quality across the world. The
focus of these stars are entirely on the quality of food. The ratings are awarded as follows: One Star: These are awarded to decent places with good food. These restaurants
emphasize on maintaining a high standard. Two Star: Restaurants with excellent food quality, well crafted cuisine and skilfully
presentations get awarded with two stars.
 Three Star: Exceptionally well restaurants with outstanding quality of food and that are
extremely consistent gets awarded three stars.
Hotel Stars:
Hotels all across the UK are rated on the basis of their comfort, their service quality,
environment and the expertise of their staff. These ratings are mentioned below: One Star: These hotels offer consistent quality amenities. Generally, small and medium-
sized hotels get this rating. Two Star: The structure of these hotels is bigger than the one-star hotels, and are often
located near places of tourists attraction. They provide basic facilities and have well
furnished interiors at affordable prices. Three-Star: These hotels offer a wide space in their rooms along with decorated lobbies
and facilities other than the basic amenities like Wi-Fi, Televisions, etc.

 Four-Star: These are large and formal hotels having an expert staff and impressive front
desk services. The rooms are above average and few luxurious services are provided, like
restaurants, swimming pools, gym, etc.
 Five-Star: These hotels have highest level of accommodations and a high degree of
personal service. Their services are highly luxurious in nature, like jacuzzi, in-suite DVD
libraries, heated swimming pools, etc.
TASK 3
P3. Current and future trends affecting food and beverage businesses:
The current generation is heavily influenced by use of smartphones. It has become an
extension of the daily lives of millennials. The extent of dependency has forced companies of
various sectors to conduct their businesses online. The major impact was witnessed by the food
and beverage sector.
The group believes that app-based services will rise in the future as: Rise in location based technology: There has been a significant rise in the location
based services. This technology has made it exceptionally convenient for the customers
to eat quality food from restaurants at their homes. This also helps restaurants to
introduce new and effective offers to attract customers. App Securities: With increasing technological advancements, the threat of cyber crime
has also increased. Big companies like Apple, Google and Microsoft are now focusing
on security of their apps. Their target is to provide best possible security for their apps to
function effectively. This would encourage more companies to expand their business
online for more profit and customers. In App Purchases: The number of smartphone users is increasing rapidly. Most of them
use mobile apps regularly, which has resulted in rise of in-app purchases. This would
help companies in revenue generation in future.
As per this discussion, it is concluded that this trend of app-based services will continue
to rise in foreseeable future. This is because there is a consistent rise in smartphone users which
would force these businesses to develop attractive online strategies to stay ahead in the
competition.

TASK 4
P4. Demonstrate professional food and beverage management skills within a food and beverage
organisation.
In order to perform good in any profession it is crucial to have some competent
management skills and knowledge. In food and beverages sectors, there is need of management
skills to run the organisation well to serve best to the guests and customers for gaining their
maximum satisfaction with food items and drinks. This will help them to build customers
loyalty, create high market share and growth rate (Wood, 2018). Five Field is one of the famous
restaurant that serves excellent food and beverage to their customers. As the restaurant has huge
number employees which includes chefs, serving staff, hosting staff, dishwashers, hosting staff it
is important to manage different levels of manpower with some specific management skills.
Some of the food and beverage management skills that is demonstrate in the restaurant are as
follows:
Communication skills: It is important to have good communication channel among
various staff members at restaurant to serve best at their services. By practicing good
communication skills in the restaurant conflicts among the different level employees is reduced.
Proper communication skills should by adapted to avoid conflicts and run organisation smoothly.
Communication skills helps to reduce misunderstanding while working in the restaurants.
Problem solving skills: There are many problems that arises in Five Field restaurant
regarding menu, customer services, hiring and training staffs, finance handling, marketing
strategies. As there are number of problem and issues arises while running restaurants to serve
best services. To overcome this problems problem solving skills is needed as it acts as a key for
success and prosperity (Davis et.al .,2018).
Leadership Skills: In restaurants, there in need of making various decision which
includes making changes in menu, making changes in rates etc. There should be practise of
effective leadership skills so that productive decision can be taken and implemented to serve best
to customers and guests.
Forecasting Skills: Forecasting skills is important as it is concerned about forecast of
changing demand and preferences of customers that involves taste, dietary foods and drinks. This
skill helps to know better about costumer’s needs and priority.

Budgeting skills: Budgeting skills allows to manage food costs well, upholding and setting rates
for food items, setting proper menu standards, purchase food and stock and controlling inventory
stocks.
P5 Explain the legal requirements and regulatory standards that food and beverage service
outlets must comply with, giving specific reference to maintenance and cleaning of
equipment.
It is one of the prime duty of food and beverage service outlet sectors to serve food that
will not harm the consumer when it is prepared or consumed. It is the responsibility of food and
beverage sectors to produce and deliver food that is free from microbiological, physical and
hazards. There is need to follow some legal rules and regulation and regulatory standards for
producing and serving food and beverages to customer to maintain health and hygiene.
Regulatory food standards aims to minimize the incidence of food borne illness. It allows to
produce food and drinks that is suitable and safe to consume, also serves place hygiene and
health obligation on food handlers(Marriott, Schilling and Gravani, 2018). In Five Field
restaurant it is crucial to maintain food safety and health safety while preparing and delivering
food products. Some of the legal requirement and regulatory standards that is important to follow
are as follows:
Demonstrate ingredient sources: It is important to demonstrate the ingredients well
before using them from preparing of food. It is responsibility of food and beverage service
sectors to evaluate that all the ingredients come from a safe and reputable sources. Five field
restaurant purchase all their ingredients with well reputed grocery stores that keeps updated
ingredients.
Storage Temperature: Another crucial step to maintain food safety is to keep the food
ingredients and prepared food at optimum temperature. It is important to refrigerate perishable
food within two hours. The refrigerator temperature should be around 40 degree Fahrenheit or
below and for freezer it should be 0 degree Fahrenheit.
Personal hygiene and equipment’s handling: To avoid contamination it is very
essential to maintain personal hygiene for food handlers. Food handler, to avoid contamination in
food must wash and dry their hands before handing food. At Five Field restaurant food handler
frequently use to wash their hands and dry them with clean towels, air dryers and disposable
paper towel to maintain proper food safety and hygiene. The equipment apparatus used in food

preparation is cleaned properly before and after using to avoid contamination in food(Bovay and
Alston, 2018).
TASK 5
P6. Compare and contrast different operational and marketing technology for a range
different types of food and beverage businesses.
Food and beverage
business sectors
Operational technology Marketing technology
Restaurant To stream line restaurant
operations both restaurant
technology and restaurant
automation is needed.
Restaurant automation enable
to improve operations at
restaurants. It involves online
ordering, automatic billing,
online payments, table
reservation, cloud telephony,
inventory management,
feedback management and
accounting and reporting.
Restaurant automation also
helps in customer relation
management.
For marketing many
restaurants are embracing
digital loyalty programs.
Restaurants are increasing
their loyalty in the market by
offering an application that
allows redemption of rewards
and various personalised
offers. Through this
marketing technology they
are able to add some brilliant
experience to their customers
or guests.
Hospital Catering services In order to streamline the
various operational activities
in hospital catering services a
special online portal is been
used to operate various
operational activities. This
As hospital catering services
serves specially to patients.
For marketing their dietary
food they offer online portal
to their customers with
various diets menu charts to

helps to accepts order and
deliver meals to respective
patients. As every patient
needs different diets which
includes protein diet, diabetic
diet etc. With the help of
online portal it is easy to
deliver services. They also
serves best food service
management software to
manage operation activities.
serve for well –being of
patients.
Fast food For managing operation
activities they accepts online
payments and automatic
billing system.
For marketing they use
advertisement on posters,
social websites. They also
use pamphlets for their
marketing along with home
delivery services.
TASK 6
P7. Factors influencing consumers' decisions on their choice of food and beverage outlets:
Every consumer is different. It depends on a variety of factors which influence their
decision of choosing a particular type of food and beverage outlet. Fast-food outlets: There are many factors which influence the consumer to choose fast-
food outlets. It may be a quick week-day lunch or quick delivery service of the outlet as
some customers don't wish to wait long. Along with these, such outlets have huge seating
capacity and have variety of items to offer which heavily influences customers to
frequently visit such outlets Pubs and nightclubs: Generally, people opt these outlets for celebrations. The other
factor which influences the customers is that some consumers like being in the
atmosphere of colourful lights and energetic music.

 Restaurants: People choose this type of outlet when they wish to relax and have a good
time with their families. Also, money is a major factor which influences customers to
choose restaurants if they don't mind spending on quality food. The ambience and
comfort of the restaurant also act as major influential factors. The Five Fields has
succeeded in influencing a wide variety of customers with its top quality service,
outstanding food and breathtaking ambience.
 Food courts: These outlets are chosen by people who wan to have multi-cuisine food
without having much burden on their pockets. Another factor is that food courts are
located near malls or in carnivals, that increases the convenience for the customers.
P8. Strategies used in food and beverage outlets to attract and build a loyal customer base:
The food and beverage sector is highly competitive in nature. Companies formulate
different and effective strategies to retain their loyal customers as well as expand their customer
base. These strategies are more or less similar and somewhere down the line each firm adopts the
strategy of other firm. What sets these firms apart, however, are their technological strategies
which are mentioned below: Ordering through social media: Rise of smartphones and technological advancements
have also marked the rise of social media. Food outlets use these portals to let customers
place their orders. This is highly convenient to the consumers and can be a potential
success strategy for the firms. However, the success of such strategies depend upon how
easy it is for customers to place their orders and time it takes to process and deliver the
orders. Tabletop Facilities: To enhance their customer base, some outlets provide restaurant
iPads which enables the customers to self-checkout and ensures them the safety of their
cards. This also saves customers' time and effort which interests them to revisit the
outlet.
 Digital Menu: One of the most effective strategies food and beverage outlets use is
providing digital menus on each table and even enable the customers to place an order
through their smartphones. Such strategies gives an edge to the firm and attracts more
customers towards them.

These strategies help the businesses of food and beverage sector to make a better
perception about themselves among the customers. These smart strategies would enable The Five
Fields to enhance their customers and increase the quality of their service.
CONCLUSION
It is concluded from the above report that hospitality sector consists of variety of
opportunities for young pupils to establish their careers in fields of their choices. The ways in
which each sector is rated is quite efficient and emphasize on all the aspects of that must be
present in a business to enhance their service qualities. Due to the current technological scenario
and ongoing advancements, app-based services can be converted into a strong and competitive
strategy for food and beverage businesses that would put them technologically ahead. An
organisation must have effective management skills to enhance their quality of service and
expertise in this area. Along with this, it is mandatory for these firms to follow the legal structure
to smoothly conduct their business operations. Organisations use technology effectively as a
market strategy which enables them to enhance their performances and increase their customer
base.

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