Managing Food and Beverage Operations | Assignment

Managing Food and Beverage
Operations
1

Table of Contents
Introduction .................................................................................................................................................................................................3
P1 Profiling of different types of businesses within the food and beverage industry. ...............................................................................3
P2 Different rating systems used for the food and beverage industry nationally and internationally.........................................................6
P3 current and future trends affecting food and beverage businesses ........................................................................................................7
P4 Professional food and beverage management skills within a food and beverage organisation..............................................................8
P5 legal requirements and regulatory standards that food and beverage service outlets must comply with. .............................................8
P6 different operational and marketing technology for a range of different types of food and beverage businesses ................................9
P7 factors that influence the consumers’ decision on which food and beverage outlets they choose.......................................................12
P8 Analyze strategies used in a range of food and beverage outlets to attract and build a loyal customer base.......................................12
Conclusion ................................................................................................................................................................................................17
References ............................................................................................................................................................................................................... 18
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Introduction
Food and beverage section of any sector in involved in providing quality food to the clients. Its management is essential as it
includes numerous areas such as procuring of raw material, preparing food and beverage, maintaining hygiene, focusing on costing
and inventory among others (Jensen and Ronit, 2015). Proper management of food and beverage section is required so as to improve
guest experience which can then lead to consumer satisfaction followed by profitability. It can also assist the company in managing its
costs, optimizing operational processes and also make informed decisions. The present study has thus laid emphasis on discussing the
different businesses that are there in this section followed by emphasizing on rating system and regulatory procedures. Other than this
focus has also been given on current trends and how will be evolve in coming future. This has been done for one of the pupil from a
large private school of UK who wants to start his career in hospitality industry.
P1 Profiling of different types of businesses within the food and beverage industry.
There is a presence of different business in food and beverage
industry. There profiling has been done in below mentioned section.
Sector Description Advantage Disadvantage Example Employer
1 Hotel It is a commercial
establishment that
provides primary
services like
accommodation,
food, refreshment
etc. (Rashid and
Ghose, 2015).
It is very easy for freshers to
get entry level jobs in this
section.
There is a good opportunity
for career advancement.
Employees usually enjoy
good bonuses, free food as
well as Free or Discounted
The working hours are
usually long and odd.
There is increased work
pressure during weekend and
holidays.
The environment is quite
stressful as there is constant
interaction with consumers
(Swinburn and et.al., 2015).
Imperial hotel, UK
https://
www.imperialhotels.co.
uk/
The company operates
its business all over the
world but in London it is
situated in heart of
Bloomsbury.
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Travel.
2 Fast food
joint
These are a part of
restaurant industry
and are also known
as quick service
restaurant.
These provide food
and beverage
services in a quick
manner. Some of
them even have an
option of live
entertainment.
These joints offer flexible
work schedule to employees.
A person can get employed at
a young age which increases
chances for career
advancement (Hsieh, Chang
and Wu, 2014).
It is difficult to get a decent
amount of pay raise.
There is also a need to deal
with rude consumers.
Mc Donald’s, UK
https://
www.mcdonalds.com/
gb/en-gb.html
The company operates
its business all over UK
be it malls, petrol pump,
cinemas or theme parks.
3 Theme
park
It is a large and
permanent area that
has a presence of
many entertainment
activities (Kock and
Bosh, 2015)
Working in theme park helps
to add a large organization in
CV for future job
applications.
Provides benefits in area of
health, retirement, discount
coupons etc.
Long work hours even during
bad weather
Handling of
negative guest interaction
Alton Towers, UK
https://
www.altontowers.com/
The theme park operates
its business in
Staffordshire.
4 Restaura
nts
Restaurant sector in
UK is known for
providing food and
drinks to consumers
that are often
different cuisines.
The kinds of services
offered by restaurant
include takeaway,
casual dining, family
restaurant, and cafes.
An employer can earn good
tips while serving food to
consumers.
They even get access to free
food.
Work may turn quite stressful
during peak hours (Davis and
et.al., 2018).
Wasabi Sushi and
Bento, UK
https://
www.wasabi.uk.com/
The company operates
its business all over UK.
4

5 Hospital
Catering
Services
This sector is
involved in
providing catering
services to patients,
visitors, doctors and
other employees.
These firms are
involved in
providing high
quality as well as
nutritious food along
with the cutlery
(Chen and et.al.,
2015).
The employee usually gets
discount in lunch.
There is also access to
retirement plans such as
pension schemes.
The working hours are
usually long.
Many posts in this sector are
for part time.
The wellington hospital
https://
www.ccdhb.org.nz/our-
services/wellington-
regional-hospital/
It operates its careering
service in wellington
hospital.
6 Golf Club Golf club belongs to
sports industry of
UK and provides
recreational
opportunities as well
as enjoyment to the
masses.
Any golf club
provides services
such as golf lessons,
practice facility,
competitions and
events as well as fine
dining service.
These usually provide access
to free food.
Employee gets access to good
benefits in area of health,
pension which is
accompanied by good
bonuses.
The employee has to work in
all kinds of weather.
There is usually low pay.
Sunningdale Golf Club
http://www.sunningdale-
golfclub.co.uk/
Sunningdale, Berkshire
is the place where this
golf club operates its
business.
7 Culture &
Heritage
Food
service
consultant
The culture and
heritage industry is
involved in
organizing events
such as dance shows,
Employee gets good job
opportunity in future.
Employee gets access to
There is also access to
retirement plans such as
The working hours are
usually long.
Have to handle all kinds of
consumers with full patience
(Renton, Daellenbach
Tricon food service
consultant
https://tricon.co.uk/
sectors/arts-heritage-
culture/
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plays, acts among
others. It provides
many kind of
services such as
practice facility,
competitions and
events as well as
food services.
pension schemes. Davenport, 2016).
It is located at the
outskirts of East London
and the Essex border,
8 Wine bars It is the place where
different types of
wine is provided to
the customers. The
wine bars have large
collection of the
wines to fulfill the
requiremnets of their
customers.
This seator provide high
wages to the workers and
have great carrer
opportunities.
They have long working
hours due to whihc workers
are demotivated and
unstaisfied with ther job.
Gordon wine bvar is
located in uk and
providng its customers
with different wines.
Link :
https://gordonswinebar.c
om/
9 Coffee
shops
The coffee shop is
the place were the
custonmer is
provided with
different kinds of
coffee and
refershment drinks.
It provide it employees with
low working hours due to
which the employees are
satisfied.
They pay their workers low
wages for the services
provided to the customers.
Coffee Aroma is
providing its customers
with different kinds of
coffee.
Link :
http://www.coffeearoma
.co.uk/
10 Sandwich
bar
Sandwich bar is a
place where there are
different types of
sandwiches are
served to customers
accordring ton their
requiremenst.
It provide employees with
high career opportunities and
pay them high wages.
They have long working
hours t when the customers
are more due to which they
are stressed out.
Sindy's sandwich bar is
locatred in Uk and
providng their
xcustomers with
different kinds of
sandwiches.
Link :
http://www.sandwichsho
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pchelmsford.co.uk/
P2 Different rating systems used for the food and beverage industry nationally and internationally
There is a presence of different rating system that is used in food and beverage industry on national and international level.
 Scores On The Doors – This is a national rating system of UK that is given after food safety and hygiene inspection has been
carried out by food business inspectors. It however does not showcase the quality of food or places where food is sold. The
inspection results are published as a grade or score which can then be displayed by company in form of sticker (Jensen and
Ronit, 2015).
 AA Rosettes – This is a UK wide scheme that is used for assessing food quality that is served in restaurants and hotels.
The rating is given between 1 to 5 where one stands for high local standards and five for being the top restaurant in the
world (Davis and et.al., 2018).
 Michelin Stars – this is a rating system that is used to grade restaurant on the basis of quality food offered by them. For
example, 1 stands for very good restaurant; 2 for excellent cooking with decent décor and 3 for exceptional cooking
(Barrows and et. al., 2017). Very few restaurants get 3 stars but those who do can be regarded as a pinnacle for fine dining.
 Hotel Stars – this range from 1 to 7 star hotel that are given on the basis of services offered by them. The basis for this
rating is food and beverage service; entertainment options; hotel view and location; ease of access; other amenities and
overall size.
P3 current and future trends affecting food and beverage businesses
There is a presence of many current and future trends that are affecting the food and hospitality businesses. Some of them have
been discussed below.
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Trend1- Fusion cooking
Galvin at Windows, Restaurant and bar in UK offers fusion cooking which is a mix of Korean and French cuisine. This has
impacted there business on a positive note as it gets both kinds of consumers who prefer either Korean or French food. This has
led to increased sales figures and may lead to long term survival if it is able to maintain quality. This trend is also going to impact
overall restaurant industry as more and more fusions will be made and unique dishes may also be invented (Koenigsfeld and
Dickson, 2017). The trend may evolve in future as cooking may not be restricted to food items only but may spread to alcoholic
and non-alcoholic beverages as well.
Trend 2 Lifestyle/healthy eating/Foods as medicines/Super foods
Tanya’s kitchen has provides the consumers with complete organic menu where all the dishes are natural and gluten free. This
has impacted its business as more and more consumers are flocking in which are health conscious and enjoying the delicacies that
is good in taste. This trend is going to impact the industry as well as fast food and unhealthy food providers may soon have to
close their businesses or adopt this new trend. The trends may evolve in coming future as more food options may be available for
consumers that have absence of unhealthy ingredients and there may be creation of some new dishes as well.
Trend 3 – Robot waiters
Pizza Hut has hired robot waiters for taking orders and also processing payments. This trend has impacted the business as
consumers can get a personalized ordering at stores followed by reduction in waiting time for take away. The industry is also
impacted as sales will be more in those outlets who employ robot as waiters. New restaurants following this trend may further
emerge in number. The trends may evolve in future as there may not be a need to appoint staff for taking orders. More focus can
be given of food quality and other areas of business.
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P4 Professional food and beverage management skills within a food and beverage organisation
An employee working in F and B organization is required to adopt some professional food and beverage management skills
which are as follows;
The employee must be able to manage all food and beverage operation within budget and also adhere with quality standards. For
example, a chef must use ingredients in an optimal manner so as to be in budget but should not compromise with quality of food. An
employee should be able to provide for a good consumer service by responding as per need and preference of consumers (Jensen and
Ronit, 2015). For example, the server must use his intellect and experience to assess what is demanded by consumer and then pass the
information to chef.
The employee must be involved in a two way communication with not only the consumer but other members of organization
who are working with him. This skill set applies to manager who should be in constant touch with consumers about their preference. He
must also guide employees by communicating with them from time to time (Renton, Daellenbach Davenport, 2016). He ought to have a
basic knowledge about hygiene and sanitation norms to be practiced while preparing or serving food. This should be followed by
adhering with them at all times with no excuse for non-compliance.
P5 legal requirements and regulatory standards that food and beverage service outlets must comply with.
The food and beverage outlets are required to comply with many legal requirements and regulatory standards which are as follows;
 Use of correct temperatures – this is most needed to limit the development of food poisoning bacteria. This especially applies
potentially hazardous food that must be kept between 5 to 60 degree Celsius of temperature.
 Use of proper cooking and processing steps – This is most required strategy to avoid food poisoning. For example, minced
meat and chicken should be cooked right till the middle to kill unwanted bacteria.
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 Use of proper processes - Food can be prevented from contamination if it adheres with small principles like supervision of
display area; using different utensils for serving food and use of protective barriers.
 Maintenance and cleaning of equipment – Food contact surfaces such as equipment etc. must be cleaned and sanitized on a regular
basis to keep them at safe levels which is away from microbes. The equipment and machinery should also be in working state and
must be repaired as soon as any flaw is observed. Chipped or broken utensils should not be used.
 General Food Law Regulation – This has been introduced to ensure that there is proper safety, labeling as well as quality of
food produced by different outlets.
 Law for nutrition labeling – the prepacked foods must declare nutrient content that is present in it. They should also be correct
so as to provide right information to consumers.
 Law for allergen labeling – this especially applies to food that contain nuts, dairy products that can cause allergy in a few
people. Food makers should include this information in a clear manner.
P6 different operational and marketing technology for a range of different types of food and beverage businesses
There is a range of operational and marketing technology that are used in different types of food and beverage businesses. These are as
follows.
Operational technology
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What is the
technology?
What it does ? Who might use it Benefits
Ordering from
suppliers
Mobile order writing
software
It helps in taking orders
by using a mobile
device.
Can be used by sales
representatives,
drivers, and
merchandisers
It helps to make
ordering process
faster and easier.
Monitoring of
equipment
wireless temperature
and humidity monitors
It aids in monitoring
the temperature of
fridge, freezers and
cooking equipment’s.
An alert can then be
send to concerned
employee by message
of mail (Renton,
Daellenbach
Davenport, 2016).
Chefs and servers Paperless temperature
monitoring gives
peace of mind to
employees. It also
helps to save time
Stock taking RFID technology This technology helps
in scanning large
quantity of inventory
stock items.
Inventory employees It helps to improve
stocktaking activities
by increasing
accuracy, efficiency
as well as
productivity of stock
count by act of
scanning (Jensen and
Ronit, 2015).
Marketing technology
What is the What it does ? Who might use it ? Benefits
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technology?
Consumer relationship
management
CRM technology This technology allows
company to store data
about consumer and
other prospects
Marketers, market
research, research
and development
team, production
manager
It helps to improve
business relations with
consumers. It also aids
in producing products
as per needs of clients.
There is also
streamlining of business
processes and increase
in profitability.
Loyalty systems Pobuca technology It enables the company
to find out consumers
that visited the
restaurant or hotel. The
technology further
maps there journey and
engage them by use of
omni-channel strategy.
The rewards can then
be given to consumers
accordingly (Renton,
Daellenbach
Davenport, 2016).
.
Marketing
department,
consumer service and
sales team.
It helps to develop and
grow repeat consumers.
The above set of technologies is similar as all of them are making sure that company works in the right direction so as to increase sales
and revenue figures. The difference is that operational technology focuses on operations of company with respect to kitchen, supply
chain among others. On the other hand, marketing technology focuses on consumers and means by which they can be attracted towards
organization (Jensen and Ronit, 2015).
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P7 factors that influence the consumers’ decision on which food and beverage outlets they choose
There is a presence of many factors that impact the decision taken by consumers as to which food and beverage outlet should be
selected by them.
Convenience – the outlet must be in easy reach of consumers and there should also be a proper place of car parking. If a consumer has
to waste time in searching for a parking slot then he or she is most likely to select another restaurant.
Quality food – As consumer go to a food and beverage outlet to fulfill their hunger and thirst hence they will select that restaurant
which offers good food which is freshly prepared and offers better taste.
Good ambiance – A consumer usually visits food and beverage outlet to be away from home and relax for some time. Hence ambience
plays a very big role in this respect. Presence of good ambiance is most likely to make him or her pay a visit to the outlet quite often.
Good consumer service – This is the most important feature that is sought by a consumer when he searches for a food and beverage
outlet. He should be provided good service in form of timely delivery of food and beverage; courteous staff members and the ones who
are knowledgeable about the dishes and drinks.
P8 Analyze strategies used in a range of food and beverage outlets to attract and build a loyal customer base
Branded coffee shop:
Starbucks
Café/restaurant:
Wasabi Sushi and
Bento
Your Choice of
Hospitality Business
Business Name: Hilton
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Tariff Board/ Menus
Does the business have a full menu or
tariff
board at the entrance, or above the
counter?
Yes menu is displayed
over the counter
No, Menu is provided
only when the person is
seated.
Menu is provided only
when the person is
seated.
EPOS System
Does the business have an EPOS system?
What manufacturer’s name appears on
the system Terminal?
Does the system look
easy for the staff to use
Yes,
Name of manufacturer is
Microsystems, Inc.
Yes it is easy for staff to
use.
No, there is an absence
of EPOS system
Hilton uses Agilysys
hospitality POS.
Staff can use it with ease.
Card reader
Is there a credit card payment facility?
Does it take contactless payments?
Will it accept Apple Pay, Google Pay,
Samsung Pay and similar
applications
There is an option of
credit card facility and
contactless cards are
accepted. However it
does not accept Apple
Pay, Google Pay,
Samsung Pay and
similar
applications.
Credit card facility
payment is there but an
absence of contactless
payment and accepting
by use of other
applications.
All kinds of payments
and applications are
accepted.
Product Display
Are products displayed in a logical
order?
Are they attractively displayed?
Yes products are
displayed in a quite
attractive manner and
they also look delicious.
Yes, products are
displayed attractively
and they look delicious.
There is no display of
products.
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Do they look delicious?
Purchase Boosts
What does the business do to encourage
Customers to purchase,
and tempt them to
spend more?
Are all items individually
priced?
Are there Impulse
Purchase items near the
till?
Do members of staff upsell?
In order to encourage
consumers for selling
more, I suggest them to
try our new options after
they have finished with
the coffee
All the items are
individually
priced.
Impulse
Purchase items in form
of cookies are displayed
on the counter.
Yes staff members use
upscale technique
discussed above
to encourage
Customers for purchase
they ask them try out
new dishes on the menu
that are a little high
priced.
Yes we price all our
items individually.
No, we do not keep any
Purchase items near the
till.
Upselling technique is
frequently used by our
staff members by
describing a menu item.
The brand name of Hilton
is enough for consumers
to spend more. Still we
suggest our consumers to
try out premium room
that has a good view.
All the services come in a
bundle and are also
individually priced.
Upselling technique is
used by staff by
describing other hotel
services such as spa and
bar facility.
Posters/Advertisements
Are there posters and advertisements?
What are they promoting?
Are they appealing and likely to succeed?
Posters and
advertisements are used
to promote Starbucks
coffee which is primary
product for this business.
They have appealing
enough and have led to
success as the ads are
about quality. As
Starbucks provides the
same quality as
mentioned in posters and
ads hence the strategy is
successful one.
Posters and ads promote
the food items offered by
Wasabi. They have not
led to much success as
consumers usually come
to restaurant on account
of word of mouth
publicity and are usually
repeat clients.
Hilton in itself is a big
brand name hence the
hotel does not carry out
much of promotional
work.
Pricing Cappuccino (Grande) -
£2.60
Fried Prawn hand roll
£2.89
Smoked Bacon and
Chicken £6.00
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Write down four or more
typical items, and their
prices.
Do the prices represent
good value for money?
Are there any special
offers, discounts, meal
deals, etc.?
Mocha (Tall) £3.20
Raspberry Blackcurrant
(Venti) £3.50
Prices do not represent
good value for money
due to less quantity.
Yes it offers discounts
and special offers during
festive time.
Salmon Onigiri
£1.99
Nigri Tofu
£0.60
Prices do show good
value for money due to
quantity and quality.
Yes it offers discount
during happy hours.
Ham and cheese
£7.50
Lousiana Shrimp
£5.5
Prices do not represent
good value for money
due to less quantity.
Special offers and
discount is seldom
present
Repeat Business
What is the business
doing to encourage
customers to return?
Are there loyalty cards
available?
Does staff encourage customers to
return? Are there any
advertisements
Promoting forthcoming
events or soon-to-be-
launched products?
In order to encourage
consumer return it
focuses on providing
good service and quality
coffee to consumers. Yes
there is a presence of
loyalty cards.
Staff also encourages
consumers to return. No,
there is an absence of
any forthcoming
events or soon-to-be-
launched products.
In order to encourage
consumer return Wasabi
restaurant focuses on
providing loyalty cards
to them. Consumer
return is also encouraged
by staff. Some new
menu items are soon to
be launched by company
which will be a fusion of
Japanese and Korean
food.
Repeat consumers are
encouraged by Hilton by
adoption of practices like
giving discount coupons
and loyalty cards. As of
now, there is no
advertisement for
promoting upcoming
products or events.
Other Observations Starbucks provides an
exceptional consumer
The restaurant has a
presence of fresh sushi
None
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What else have you
noticed, that is relevant
to the operation of the
business, during your
visit?
service to visitors. They
do this by calling
consumer by their name;
offering congenial
greetings and
customizing product as
per need of consumer.
and friendly atmosphere
that makes the
consumers feel at ease.
Website/Advertising
Before, or after, your visit, go to the
Company’s website and look at this.
Is it inspiring,
informative and
professional?
Does it provide all the information that
customers might need
(Opening times, location,
menus, prices, etc.)?
Do they advertise their
business in any other
Way?
The website of Starbucks
is quite informative as it
describes a lot about its
products and services. It
also provides
information about
opening hours, location,
menu as well as prices.
The company has been
using social media for
advertisement.
The website of Wasabi
restaurant is very
innovative. It has used
vibrant pictures of Sushi
to attract consumers. All
the necessary
information required by
consumer is present on
website.
The company uses
banners and posters that
are placed in prominent
places of London.
The website of Hilton has
been made in a very
professional manner and
provides all the
information that is
needed by consumers. It
has advertised itself on
social media sites such as
Facebook and Instagram.
Conclusion
From the above report it can be concluded that there is a presence of different types of hospitality business such as theme parks, hotels,
restaurants, café, catering service providers among others. Management of food and operations in any business of hospitality sector is
not an easy task. This is as a lot of focus is required to be given on many areas such as consumer service; food quality; meeting
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demands of consumers; provision of customized offerings among others. The food and beverage providers in this industry are rated on
different scales and are also required to adhere with regulatory and legal norms.
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References
Books and Journals
Barrows, C.W., Early, K., Meyer, C. and Rogoff, J., 2017. A review of the club management literature: 2005–2014. Journal of
Hospitality Marketing & Management. 26(3). pp.297-334.
Chen, E., Flint, S., Perry, P., Perry, M. and Lau, R., 2015. Implementation of non-regulatory food safety management schemes in New
Zealand: a survey of the food and beverage industry. Food control. 47. pp.569-576.
Davis, B., Lockwood, A., Alcott, P. and Pantelidis, I.S., 2018. Food and beverage management. Routledge.
Hsieh, C.C., Chang, Y.L. and Wu, C.H., 2014. Competitive pricing and ordering decisions in a multiple-channel supply chain.
International Journal of Production Economics. 154. pp.156-165.
Jensen, J.D. and Ronit, K., 2015. The EU pledge for responsible marketing of food and beverages to children: implementation in food
companies. European journal of clinical nutrition. 69(8). p.896.
Koc, E. and Boz, H., 2015. All-inclusive food and beverage operations. F&B/Restaurant Management, Pearson.
Koenigsfeld, J.P. and Dickson, G., 2017. Golf club management and hospitality. Routledge.
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Institute, American Hotel & Lodging Association.
Rashid, S. and Ghose, K., 2015. Organisational culture and the creation of brand identity: retail food branding in new
markets. Marketing Intelligence & Planning. 33(1). pp.2-19.
Renton, M., Daellenbach, U. and Davenport, S., 2016. Finding fit: An exploratory look at SME brand orientation and brand
management in the New Zealand food and beverage sector. Journal of Brand Management. 23(3). pp.289-305.
Swinburn, B. and et.al., 2015. Strengthening of accountability systems to create healthy food environments and reduce global
obesity. The Lancet. 385(9986). pp.2534-2545.
Online
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Imperial hotel. 2018. [Online]. Available through: <https://www.imperialhotels.co.uk/>
Wasabi Sushi and Bento. 2018. [Online]. Available through: <https://wasabi.uk.com/who-are-we>
Woodard, 2015. Notorious egg seller ‘Jack’ DeCoster gets jail time for salmonella outbreak. [Online]. Available through:
<https://www.pressherald.com/2015/04/13/maine-businessman-jack-decoster-gets-jail-for-selling-tainted-eggs/>
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