Britannia International Hotel: F&B Operations and Consumer Strategies

This report delves into the essential aspects of food and beverage (F&B) management, focusing on the operational and strategic considerations for businesses like Britannia International Hotel. It begins by outlining the crucial professional skills required for F&B managers, emphasizing customer service and legal compliance. The report then explores legal requirements and regulatory standards, including food safety and labeling policies. It further examines the application of various operational and marketing technologies, such as voice technology and online ordering, in enhancing efficiency and customer satisfaction. The report also analyzes the factors influencing consumer decisions, such as affordability and the physical environment, and concludes by discussing strategies to attract and retain customers, including loyalty programs and feedback mechanisms. The content provides a comprehensive understanding of the key elements for success in the F&B industry.

Managing Food and
Beverage operations

Table of Contents
P4- Professional F&B management skills within a f&b organisation....................................3
P5- Legal requirements and regulatory standards for F&B service outlets............................3
P6- Different operational & marketing technologies for F&B businesses.............................4
P7- Factors that influence the consumers’ decision...............................................................5
P8- Strategies used in F&B outlets to attract and build loyal customer base.........................6
REFERENCES................................................................................................................................7

P4- Professional F&B management skills within a f&b organisation
There are a number of professional food & beverage management skills that are required
to be exercised by the management of F&B outlets with a view to act in the confines of laws.
Such skills which are important for Britannia International Hotel are discussed in a brief manner
as follows:-
Customer service skills
It is essential for manager of food and beverage outlets to make customer service their
first priority in order to ensure that the people visiting the store move out while deriving high
satisfaction. By conducting extensive market research and thereby gaining knowledge of
consumer behaviour pertaining to food and beverage sector, the management of Britannia
International Hotel can make sure that their restaurant unit is aligned with the needs and
preferences of people in the modern era. Thus, customer serving skills is important for the
manager of this entity as this will help in fulfilment of demands of guests and their retention for a
long period of time in future. Further, the food and beverage manager should have effective
customer handling skills whereby they should know how to handle the queries and frustration of
customers in a calm and composed manner.
Legal Skills
Laws and legislations that are required to be undertaken by those organisations who
operate their functions within food and beverage industry. With the proper implications of these
laws within organisational structure they can able to save themselves from being get involved
into any legal obligation. It is essential for restaurant to apply all the relevant laws within food
and beverage industry within their structure as to satisfy customers according to the legal
measures. With the proper implication of the laws such as health and safety law, food quality law
and more Britannia International Hotel can effectively insurance smooth functioning of activities
and functions. In addition to this it is important for manager of Hotel to ensure that all the
relevant and adequate laws and regulations are implied within each and every department and are
completed by all staff with and restaurants with the help of this company can increase efficiency
of their work best effective manner.
P5- Legal requirements and regulatory standards for F&B service outlets
The legal requirements and regulatory standards that F&B service outlets such as
Britannia International Hotel, must comply with are discussed as follows:-

Food safety regulations
It is required by hotels such as Britannia International Hotel to ensure that safety of food
is maintained through stipulation of labels as well as by way of food tempering. It is important
for the respective restaurant to procure and understand liquor license for supplying and selling
their liquid as per regulations of statute. In addition to this, it is also essential that the owner of
this food & beverage outlet get proper inspection conducted within the confines of restaurant and
attains food and hygiene certification.
Food labelling policies
This stipulates that it is important for companies operating within the confines of Food &
Beverage sector to properly label the food items. It is of immense significant for restaurant
within Britannia International Hotel to comply with the provisions associated with food labelling
in order to ensure that the operations of entity are aligned with the regulations stipulated by law.
In case of breach of any provision, the firm would have to undergo imposition of hefty penalties
and fines.
P6- Different operational & marketing technologies for F&B businesses
The different operational & marketing technologies pertaining to F&B businesses such as
Britannia International Hotel are discussed as follows:-
Voice Technology
One of the most prominent technologies being used in the operational activities of Food &
beverage sector is regarded as to be voice technology. This has primary role within the
warehouses whereby it can be applied in an effective manner to imply decline in cost of each
line-item transaction, simultaneously enhancing picking accuracy by a considerable margin. As
opposed to conventional hand held scanners which consisted of 9 steps for order picking, voice
technology has the potential to eliminate or reduce some of the steps to facilitate savings of time,
cost and efforts. It enables restaurant unit of Britannia International Hotel to instil a sense of trust
within customers as people would now receive their orders in a rapid manner.
Online Ordering
This is yet another significant and important technology of operations used within food and
beverage sector with a view to ensure entailment of high customer satisfaction. This is one of the
technologies which have grown popular with the evolution of time. People in the modern era
prefer to order online more than they prefer to visit the brick and mortar style food and beverage

outlets. This technology is preferred by people across the globe as it gives them the access to
order anytime and anywhere just with a click of hand. Customers can check online reviews on
websites and mobile apps before ordering any dish from a food and beverage outlet. This
opportunity of online ordering is being leveraged by Britannia International Hotel at present
moment with a view to ensure the increment in revenues and profits of company.
P7- Factors that influence the consumers’ decision
Customers decisions get affected by number of factors while they make decision to choose
restaurants Cafe and other unit that are operating their operations in food and beverage industry.
Availability of food, physical environment, quality of service, brand identification and loyalty
are some of the factors that influence decision making of customers are some of these factors
define below:-
Affordability
Affordability is related to the price range within which a restaurant and a cafe offer their
food services and products. This factor directly impact decision making of customers. It has been
identified that price range that has been mentioned on menu card impacts upon consumer
decision making. In order to gain more competitive advantage against that competitor’s
restaurant department of restaurant department of Britannia International Hotel is required to
over qualitative food products according to the price range that has been set. In addition with this
they are required to ensure affordability and expectation of customers in order to satisfy
consumers is best effective manner.
Physical environment
Physical environment, setting and surroundings of dining, spending time with family
members and friends significantly affect the decision making of customers. Physical
environment includes physical surrounded that encourage consumers to spend most of their time
in restaurant or Cafe. It significantly impact on profitability of particular organisation as if
consumers spend most of their time within restaurant or Cafe they will spend more of their
money to buy products that significantly increased profitability of organisation. Thus, it is
essential for restaurant department of Britannia International Hotel to provide qualitative
ambiance and exotic environment to the customers in order to get more competitive
advancements and influence customer decision making.

P8- Strategies used in F&B outlets to attract and build loyal customer base
Consumer loyalty states that certain group of customers who tend towards buying products
and services of a specific business unit on continuous manner. These regular customers act as a
major source for organisation revenue. It is important for restaurant department of Britannia
International Hotel to target these loyal customer bases in order to effectively determine actual
expectation of the customers in current market. Company is also required to offer a different type
of advantages and benefits to this group of customers in order to ensure their long-term
sustainability. Restaurant department of Britannia International Hotel is required to undertake
different type of measure through which they can increase loyalty from customers in a significant
way. It has been identified that food and beverage industry is a hyper competitive area as in this
there are a number of organisation those who offer qualitative and delicious products as to attract
customers. In relation with restaurant department of Britannia International Hotel Manager can
undertake pricing strategy, qualitative products and other additional benefit strategies as to retain
their customers. Mentioned below there are some strategies that can be undertaken by hotel in
order to ensure their loyalty from customers:
Loyalty program:
It is essential for restaurant department of Britannia International Hotel to offer different
type of loyalty benefits to their loyal customer’s base. In addition with this, manager can offer
seasonal discounts, loyalty cards and other additional benefits as to gain loyalty from the
customers and significant manner.
Encouraging customer feedbacks:
Consumer feedback acts as most important tool through which organisation can improve their
services and products that has been offered by organisation. By undertaking feedback from
customer’s organisation can offer more qualitative services according to the demands and needs
and can ensure more competitive advantage. Restaurant department of Britannia International
Hotel is required to have continuous and regular consumer feedback through online and offline
measures with the help of which they can satisfy customers need in well defined manner.

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Macmillan International Higher Education