UNIT 6 Management Food & Beverage Operations | Assignment

UNIT 6 MANAGEMENT OF FOOD
& BEVERAGE OPERATIONS

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
LO1..................................................................................................................................................1
P1 Types of businesses within food and beverage industry........................................................1
P2 National and international rating system for the food and beverage industry........................2
P3 Current as well as the future trends which are affecting the beverage and food industry......2
L03...................................................................................................................................................3
P6 Different marketing technology and operational technology for the pupose of comparision
in different F and B business.......................................................................................................3
P7 The factors for Choosing food and also the beverages which is influenced by the customer's
decision........................................................................................................................................4
P8 The strategies which are used in order to attract the customers and also built loyal
customers in the food and beverages sector.................................................................................5
COCLUSION...................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
The management of food and operation is very important because on the basis of it the
success of The Heathrow Airport Restaurants and Lounges Ltd depends, which is also known as
London Heathro, having an owner named as Heathrow Airport. It is an international airport and
also the second busiest airport of the world (Davis, and et.al., 2018). In the study different types
of food and beverage industries are taken which are Hotels, Restaurant and Catering. The
different types of operation and marketing technologies used by different organization is
discussed in detail. The various factors which influences the customer dicision is also discussed
in detail here. Holdings
ACTIVITY 1
P1 Types of businesses within food and beverage industry
There are many types of business within food and beverages industries such as
Restaurants, catering, hotels.
Hotels
Hotel provides lodging or accommodation to travellers, vacationers and other people.
Hotel industry refers not only to hotels but also many other forms of overnight accommodation
including hostels, motels and guest houses. It does not include long term or permanent forms of
accommodation. These business are mainly aimed at travellers or tourists though other local
people may also use them (Wood, 2018). Hotels provide private rooms and almost have en-suite
bathrooms. Services provided by hotels are laundry services, table service, room service, food
and beverage, internet, adequate safety and security, gym, spa and saloon. Small priced hotels
offer basic guest services and facilities. Whereas larger or high priced hotels provides additional
services like swimming pool, tennis and basketball court etc (Dopson and Hayes, 2015).
Restaurant
Restaurants is a type of business which provides services like food and drink to
customers. Most of the mid-range and high range, they also serve alcoholic beverages like wine
and beer. Most of the firms have waiters to serve the food and drinks where as in some Firms
there is self-service. In company’s meals are generally served and eaten by customers in
premises only but some firms offer take out, and home delivery services also. Some business
serve only single meal whereas some companies serves two meals i.e., lunch and dinner.
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Heathrow Airport Restaurants and Lounges Ltd operate same business (Osterroth and et.al.,
2017).
Catering
Catering is a business which p provides food services to remote site or site such as hospitals,
hotels, aircraft, filming site or studio and event venue. It is essential for a catering company to
provide good quality and delicious food to its customers. Catering services must make its
customers pleasant and happy. Caterer prepares everything from catering equipment’s and
appliances and the food is prepared by the demand of its customers. Thus, the customers must be
satisfied. There are different types of catering services such as wedding services catering,
corporate catering, social event catering, cocktail reception, bento catering, buffet catering, petite
takeaway catering. Prominent catering services are provided by 2 sisters Food Group (Borges
Lopes and et.al., 2015).
P2 National and international rating system for the food and beverage industry
Different Rating System in Food & Beverage Industry Nationally and Internationally:
Rating System
As Overall the rating system depend on combination of range of facilities, and how they
are offering services and providing general qualities. The rating system is becoming popular and
it is a new way to compare between two or more companies which helps in doing evaluation of
the companies, which is very beneficial for the customer as well as hotel. There are two rating
system such as national and international rating system.
Rating system of food and Beverage at national level
Dozen rating system
Now days more than a dozen rating system established to identify the health products.
Some of them are like guiding star where they put rating information tags below the products
which specifies the quality of the products. The Heath row Airport Restaurants and Lounges Ltd
got 3 stars out of 5 as per this rating.
Controversial rating system
It is the smart choice now days where it put jazzy label in front of package. By which it
helps the customer to identify the Quality of the product food item. Heath row Airport
Restaurants and Lounges Ltd have got 3.6 stars as per this rating system.
Smart choice rating system
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This rating system is started by the countries food companies, where they put seal of
approval on food products. The smart choice is very useful to identify the best nutritional
standard products. According to this rating system Heathrow Airport Restaurants and Lounges
Ltd have got 4 out of 5 stars.
Rating system of food and beverage at international level.
“Health star rating”
“Health star rating” it is an Australia rating system which is nutrition based on front of pack
labeling system that shows the health line food on a scale of 0.5 which is best on their content
'risk' and 'nutrition' It use to analyses the health star on new package food products.
GNPD (Global new product data base)
It is used to identify the number of star displayed on new product package. New HRS
system released by the country retail food supply where the products are categories by NOVA
(here NOVA system is a system which classified the healthiness of food.) food processing
categories minimally processed (MP), processed culinary ingredients (PCI), Process (P) and
Ultra process (UP) accordingly they distribute the star rating within each category and compared
and analyses. The HRS is displayed on new UP food packed products. IThis HRS system finding
the misrepresenting the healthiness of new packaged food products and that create a risk of
behavioral nutrition. According to this rating system Heathrow Airport Restaurants and Launges
Ltd have got 4.5 stars out of 5(International rating system for food and beverages industry,
2018).
Uniform restaurant Rating system
It is used in US, under which health and hygiene reports used to compute numerical
scores. Here Heathrow Airport Restaurants and Lounges Ltd have got 3.5 stars out of 5.
Five-star rating system
It is often used in US, where it is normally used by the independent organization like
AAA to rate the restaurant, where one star is the lowest rating and five star is the highest rating.
Rating starts range from 0.5 to 5-star rating. In this rating system the company Heathrow Airport
Restaurants and Lounges Ltd have got 3.5 stars out of 5.
P3 Current as well as the future trends which are affecting the beverage and food industry.
Focus on fitness
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Current trend is of fitness and the Heathrow Airport Restaurants and Lounges Ltd is
affected by it as the company has to change the menu for the new generation and have to always
keep them updated for the food in the menu and changes the menu as per the requirement of the
customers. Also apart from food the company have to also create a relevant theme for the
customer which can be yoga mat, fitness wall, gym activities, etc (Del Chiappa, Martin and
Roman, 2016).
Adventure
Adventure is also effecting the Heathrow Airport Restaurants and Lounges Ltd by the
customers because these types of customers are the ones who wants to explore in a big form
under the multisensory services. So the company have to take into account many activities such
as rafting, paragliding or building a tent rooms at some adventurous place (Henderson, 2016).
Snacks
The Heathrow Airport Restaurants and Lounges Ltd is also affected by the snacks
because the snacks is very popular among the youngsters and even it is getting popular among
the elder ones. But it also matters that the snacks must be of multigrain and beneficial for the
health of the consumers.
Using of robots
Future trends can be using of robots and it is estimated the world is going to be based on
robots and the robots will used everywhere in order to perform the repeated work due to which
the Heathrow Airport Restaurants will be effected by investment purposes and huge investment
will be required for that.
Using of data analytics
Data analytics is also a future trend in which the Heathrow Airport Restaurants and
Lounges Ltd will be effected by giving more and more competitions to the other restraunt
companies if they adopt the data analytics in which what are the wants and needs of the
customers are determined by online search.
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ACTIVITY 2
P7 The factors for Choosing food and also the beverages which is influenced by the customer's
decision.
The consumer decisions are taken by them on the basis of the popularity of the product
for example the Heathrow Airport Restaurant and Lounges Ltd is famous for its beverage
services then the customer will be influenced by the beverages which are present in the outlet of
the company. Some of the factors are discussed below:
Price
The price of the food if it is competitive and reasonable then the customer will not
hesitate in buying the food. The price of the food plays a major role to influence the decision
making the customer so the Heathrow Airport Restaurant and Lounges Ltd must focus on the
price of the food and do not charge its customer unnecessary charges (Davis and et.al., 2018).
Quality
The quality is another factor which can influence the decision of the customers because
if the quality of food and beverage is not good it can result in losing the customers. So the
Heathrow Airport Restaurant and Lounges Ltd compulsorily focus on quality of food and the
quality of food can be maintained by the company by serving the customers hygienic and fresh
food (Wood, 2018).
Brand
The brand also plays a dominant role in the decision making of the customer, as due to
good brand name the customer feels more comfortable in buying the products of the brand and
also the customer have the trust in the name of the brand which results in driving more sales to
the Heathrow Airport Restaurant and Lounges Ltd.
P8 The strategies which are used in order to attract the customers and also built loyal customers
in the food and beverages sector
The meaning of loyal customer is the customer who is satisfied, have positive emotion,
value of experience is perceived, etc. about the service of the hotel. There are various companies
in the food and beverage industry but here the two companies are taken for the strategies to
attract the customers and built loyal customers.
2 sisters Food Group (Catering business)
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This company of food and beverages uses the strategy of giving sound after sales services
to the customers which attracts the new customers and also built the loyal customers, on the basis
of recommendation of the old customers about the sound after sale service of the 2 sister Food
Group, the company give the after sales services such as sending birthday message to the
customers, offering discounts to the customers, etc. (Dopson and Hayes, 2015).
A.E Rodda and sons (Hotel business)
A.E Rodda and son’s strategy is to train the employees in order to give great services by
the hotel. The company focuses on giving on the job training to the employees. In which it
focuses on attracting the customers by handling the customers’ behaviour for example if the
customer is feeling frustrated then showing the customer empathy and always keep smiling
irrespective of whatever personal reasons of the employee, which will help in reducing the
frustration of the customer. This will help in building new customer and also retaining the
existing customers. This strategy helps in building the customer loyal base by building strong
relationship with the customers (Osterroth and et.al., 2017).
The best way to attract the customer in the 21st century is the use of digital technology.
The world is going online so the use of the digital technology in order to find out what are the
needs and wants of the customers is very important. In order to attract the customer’s digital
technology can be used by pinching them ads online again and again which will make the
customer at least to think about the hotel once. Heathrow Airport Restaurant and lounges Ltd can
be benefited with the digital technology by selecting the customer online and making the list of
the customers of different age group and offering them the relevant product via email, Facebook
etc. Digital technology is also helpful in making a customised advertisement to the customer. For
example if the audiences are elite and can give tremendous business to the Heathrow Airport
Restaurant and lounges Ltd then customised advertisement can be designed for them in order to
convert the audiences into customers (Borges Lopes, Freitas and Sousa, 2015).
P6 Different marketing technology and operational technology for the purpose of comparison in
different F and B business.
The digital transformation of F and B business is done by using the industrial internet of
things in which the F and B businesses can improve its efficiency by using the technology of
smart manufacturing in which innovative software are used by which the employees of the F and
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B businesses can operate more efficiently on the real time data and also quickly resolving the
issues of the customers. The smart technology which is very appropriate in the 21st century in
order to optimise the profitability and also the sustainable, for example earlier the tradition
technology of personal selling was used which was very much less effective and time consuming
but after coming of the digital technology it all changed the business went online and the Health
Airport Restaurant and Lounges Ltd were easily doing the customer analysis online and pinching
the relevant product again and again which was much easy and much less time consuming
(Cassano, Rastogi and Basile, 2015).
Comparing and contrasting the different types of operational as well as marketing
technology which is used by Heathrow Airport Restaurant and lounges Ltd, 2 sister’s food Group
(catering) and A.E Rodda and Son (hotel).
Heathrow Airport Restaurant and lounges Ltd (Restaurant)
The marketing technology used by the Heathrow Airport Restaurant and lounges Ltd is
social media marketing in which the customers are pinched from the social media sites such as
Facebook, twitter, Instagram etc. and the operational technology used by the company is
automatic serving of food which help in meeting the customer requirement quickly. This will
improve the performance of company by generating more sales and higher profit. Comparing
with the other two companies this company is efficient in grabbing the customers from social
media and quick production of food whereas the other companies are proficient in quick washing
of utensils and quick cooking of food (Graham and Potter, 2015).
2 Sister food Group (Catering)
The 2 Sister food Group uses the marketing technology of Analytics in which the
customers from different age groups, and also the one who are interested in buying the product is
pinched and on basis of which the marketing plan is made. The operational technology used by
the company is automatic dish washer, this helps the company in washing the utensils quickly in
order to serve the customers quickly. The performance of the company will be improved by
matching the ads to the targeted audience and reducing the cost of advertisement. By comparing
with the other two companies this company is lacks in social media marketing and lacks in
automation in cooking and serving of food (Engida and et.al., 2018).
A.E Rodda and Son (Hotel)
A.E Rodda and Son uses the marketing technology of content management in which the
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company writes on its site the content of the new dishes launched and the benefits of it and the
operational technology used by the company is microwave Owen and electronic gas which helps
the company is cooking the food quickly and this makes the customer happy as they are not
required to wait for the food for long. The performance of the company will be improved by
boosting the high profit margin product and saving its extra expenses. If compared with the
other two companies this company lack in doing analytics and lacks in automation in serving and
automation in washing the dishes (Ahmed and et.al., 2015).
ACTIVITY 4
Observation report
When I have observed the working of restaurant then I have realised that restaurant is
working well.
Service staff
All the employees use proper uniform and present themselves in front of staff members
effectively. they welcome guest and ask in soft language what they want. Staff ensure that every
guest get satisfactory services.
Infrastructure
Company has great infrastructure, interior is good and there is adequate facility of
parking. Space is used in proper manner.
Questionnaire
Food Service Skills
1) The 5 skills that an effective Restaurant Supervisor or Restaurant Manager must have in
order to run an efficient business are:
 Flexibility.
 Problem solving skills.
 Skills of team working.
 Communication skills.
 Customer service skills.
2) The 5 important skills for maintaining standards and projecting a professional image in the
F&B industry are:
 Time management
 Personal skills
 Serving skills
 skills to dress up
 Stress management skills
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Beverage service skills
1) The 3 different types of beverage service encounters are
 Remote encounter.
 Phone encounter.
 Face to face encounter.
2) The 3 pre-service and 3 post-service duties are
Pre-service
 Presentation duty.
 Duty of preparing.
 Duty of storing.
Post-service
 Duty of cleaning.
 Duty of maintenance.
 Sending greeting messages on special occasions
Equipment management skills
1) The equipment should be cleaned and maintained pre service by brooming and cleaning the
brushes and post-service by making the washing the equipment and positioning the equipment
correctly.
2) It is important that equipment should be cleaned and maintained because if it is not done then
this will shorten the life of the equipment and it may bring to the situation of bringing a new
equipment.
Legal and Regulatory Requirements
1) The legal requirements and regulatory standards in connection with the cleaning and
maintenance of equipment that Food & Beverage service outlets must comply with is as per the
Housekeeping law and safety compliance which says that all the equipment must be in neat and
clean and also in working condition. This is just because of maintaining the rooms in the hotel,
catering and restaurant neat and clean (Henderson, 2016).
2) Some of the other the legal requirements and regulatory standards that Food & Beverage
service outlets must comply with are:
 As per the Food and Safety Modernization Act (FSMA) the industry is affected by
preventing the food from foodborne illness.
 FDA specifies the labelling of food and beverages and all the important information
must be there in the labelling.
3) The implications of failing to meet the legal and regulatory requirements of Food &
Beverage standards in terms for overall operational performance is if the laws which are
relevant are not followed then it can result in high penalty towards the Healthrow Airport
Restaurant and Lounges Ltd and also can result in cancellation of licence(Del Chiappa, Martin,
and Roman, 2016).
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CONCLUSION
As per the study it is concluded that the role of digital technology is very crucial in the
food and beverages sector. There is no single factor on the basis of which the customer takes the
decision of choosing the food. There are several factors such as price of the food, quality of the
food and also the brand name under which the food is served. Each company in the food and
beverages have its own pros and cons and in order to get the maximum The Heathrow Airport
Restaurant and Lounges Ltd must adopt the beneficial things from the other restaurant, catering
and hotels or must select the best strategy offered by different companies, which can be a better
marketing strategy, better customer service strategies so on and so forth.
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REFERENCES
Books and Journals
D.K., 2015. Food and beverage cost control. John Wiley & Sons.
Ahmed, M. and et.al., 2015. Food production and service in UK hospitals. International journal
of health care quality assurance. 28(1). pp.40-54.
Borges Lopes, R., Freitas, F. and Sousa, I., 2015. Application of lean manufacturing tools in the
food and beverage industries. Journal of technology management & innovation. 10(3). pp.
120-130.
Cassano, A., Rastogi, N.K. and Basile, A., 2015. Membrane technologies for water treatment and
reuse in the food and beverage industries. In Advances in Membrane Technologies for
Water Treatment (pp. 551-580). Woodhead Publishing.
Davis, B and et.al., 2018. Food and beverage management. Routledge.
Del Chiappa, G., Martin, J.C. and Roman, C., 2016. Service quality of airports' food and
beverage retailers. A fuzzy approach. Journal of air transport management. 53. pp. 105-
113.
Dopson, L.R. and Hayes, D.K., 2015. Food and beverage cost control. John Wiley &
Sons.Dopson, L.R. and Hayes,
Engida, T.G. and et.al., 2018. Measuring corporate sustainability performance–the case of
European food and beverage companies. Journal of cleaner production.195. pp.734-743.
Graham, S. and Potter, A., 2015. Environmental operations management and its links with
proactivity and performance: A study of the UK food industry. International Journal of
Production Economics.170. pp.146-159.
Henderson, J.C., 2016. Halal food, certification and halal tourism: Insights from Malaysia and
Singapore. Tourism Management Perspectives. 19. pp. 160-164.
Osterroth, I. and et.al., 2017. Operational state related modelling and simulation of the electrical
power demand of beverage bottling plants. Journal of Cleaner Production. 162. pp. 587-
600.
Wood, R.C., 2018. Strategic questions in food and beverage management. Routledge.
Online
International rating system for food and beverages industry. 2018[online]. Available through
<http://www.careratings.com/findratings.aspx?iid=75>
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