Managing Food and Beverage Operations: A Comprehensive Analysis

This report provides a comprehensive analysis of the food and beverage (F&B) industry, focusing on the management of operations. It begins by exploring different types of businesses within the F&B sector, such as restaurants and contract catering, along with their advantages and disadvantages. The report then delves into various rating systems used to evaluate the quality of F&B establishments, including Michelin Stars and Hotel Stars. Furthermore, it examines current and future trends affecting the F&B business, like touch screen technology and mobile phone room keys, and how they impact operations. The report also identifies factors influencing consumer decisions, such as pricing, menu items, and competitor strategies. It concludes by comparing operational and marketing technologies and demonstrating professional food and beverage service standards. The report uses Heathrow Airport Restaurant and Lounge Ltd. as a case study to illustrate these concepts.

Managing Food &
Beverage Operations

Table of Contents
INTRODUCTION...........................................................................................................................3
ACTIVITY 1 ...................................................................................................................................3
Different types of businesses within food and beverage industry..........................................3
Different rating systems used for food and beverage industry nationally & internationally. 5
Current and future trends affecting food and beverage business...........................................6
ACTIVITY 2....................................................................................................................................7
The factors which influence consumer’s decision in selecting food & beverage outlets.......7
Strategies used by food & beverage outlets for attracting & building loyal customer base.. 8
ACTIVITY 3....................................................................................................................................9
Compare and contrast different operational and marketing technology for a range of different
types of food and beverage businesses...................................................................................9
ACTIVITY 4..................................................................................................................................10
Demonstrate professional food and beverage service standards..........................................10
CONCLUSION..............................................................................................................................13
REFERENCES .............................................................................................................................14

INTRODUCTION
It is very important to manage Food and Beverage industry as it helps to have a
sustainable growth globally. In today's competitive world, competition is growing at a rapid
speed and to survive here and its essential to provide quality products to their customers. F&B
sector is engaged in improving quality so that they are able to provide better services to their
customers. This report consists of Heathrow Airport Restaurant and Lounge Ltd. F&B industry
all over the world is focusing on increasing its quality so has to hold their customers in long run
(Biloslavo and Rusjan, 2013). This report is based on current trends in market which are
affecting F&B sector. To frame strategies and tactics a comparison is done between two types of
technologies marketing and operational. Also, this report focuses on various strategies adopted
by this Food & Beverage industry globally to get distinguishing advantage in comparison to their
competitors.
ACTIVITY 1
Different types of businesses within food and beverage industry.
There are many industry in food and beverages sector, like Restaurant, Fast Food, Golf
Clubs, Hospital Catering Services, Theme Parks, Prison Catering Services, Contract Catering;
Culture & Heritage Food services and many more (Borges and Sousa, 2015). Some of the
industries are illustrated under below:
Sector Description Advantages Disadvantages Example
Restaurants
Restaurants is a
place where food &
beverages is
prepared, cooked
solid food and
serves to its
customers in
exchange of money.
The main
advantage is that it
gives relief and joy
to customers and
also helps in
building bond
strong with food
partners.
The
disadvantage of
this type of food
business is that,
there is a very
low margin for
making profit
and food provide
by this is too
expansive, and
Barbecue nation,
McDonald's,
Burger King, Pizza
Hut are restaurant
which provide
effective facilitates
and serve good
quality of food in
all over world.

less hygienic for
customers.
Contract
Catering
This refers to an
independent caterer
company which will
provide their
catering services at
other party
workplace on
regular basis or
every day.
The advantage is
that clients can
give views as well
as they can focuses
on their business.
It provides more
flexibility in work
and also get
specialist expertise
employees. Along
with this, it
develops
accountability and
team management
among workers.
The major
disadvantage of
this service is
that top
management
they can lose
quality as well
as loyalty of
their staff
members
towards their
company. In
addition to this
employees can
also have issues
regarding
security.
Compass group,
Sodexho, Aramark,
Avenance,
Charltion house
catering services
are contract
catering service
company in United
Kingdom (Boutros
and et. al., 2014).
Casual
dining
A casual dining
refers to a restaurant
where full-service is
provided by a
restaurant to their
customers along
with a fun, full
comfortable, laid-
back atmosphere
with in affordably
priced menu.
This major
advantage of
Casual dining is
that, it attracts
deluxe employees
for attracting
profitable and
elegant customers
and guest. Along
with this, they
focus on satisfying
This service is
usually too
expansive, thus
all customers
cannot afford
this (Branco and
et. al., 2015).
Bella Italia, Cafe
Rough, Las
Iguanas, Zizzi, J D
Wetherspoon,
Gourmet Burger
Kitchen,
Wagamama are
some example of
Casual dining
services present in
UK.

their customers in
effective way.
Different rating systems used for food and beverage industry nationally & internationally.
Rating system refers to system which is helpful in utilizing in evaluating quality of products
and services which are provided by food and beverage as well as other sector company. In other
words, rating & review is a software which allows customers to give reviews and rating to
company’s product and services, media and those products that can be virtually rated (Chang and
Ma. 2015).
In many countries, government has set some of standard for giving reviews and rating. They
are following some several rating methods for evaluating and measuring quality of products and
services like Michelin Stars, Scores On the Doors, Hotel Stars, AA Rosettes and many more
rating systems. Some of rating system which are used by Food and Beverage industry in various
countries are illustrated in brief.
Michelin Stars: This is a rating system, which is used in evaluating quality of products
and services provided by food and beverages industries. The Michelin stars rating system is
utilized by blue Michelin Guide which helps in grading restaurants on their serving quality. This
give rating as three star on basis on entire food. The different stars are described below:
 The one star of Michelin Stars signifies that product and service quality of restaurant is
very good, for example Galvin at Windows.
 Whereas Two stars states restaurant has excellent cooking which attracts customers, for
example Le Gavroche.
 Last Three stars defines restaurant has exceptional cuisine services and provide best
hospitality services to their all customers with a special journey, for example Alain
Ducasse at Dorchester (Chelladurai, 2014).
Hotel Stars: This rating system is very helpful for customer’s analysis and find best
option for service accommodation which are providing top graded and proper facilities to their
customers. With help of this, hotel with well and top quality services, infrastructure, proper
accommodation installation will give high rating. Thus, this system used 1 to 5 rating system to

give grade and ranked hotels. The rating of restaurants and hotels are given according to their
provided product and services, and accordingly there are competing with their competitors in
competitive market place. In present world, customers visits and select hotels as well as
restaurants by accordant to their rating given by past visited customers (Dopson and Hayes,
2015).
Current and future trends affecting food and beverage business.
Each and every business of food and Beverages industry should focus on adopting new
and updated trends in order to fulfil needs and requirement of customers, this helps them in
satisfying their customers and creating customer loyalty and achieving their business goals &
objectives. Furthermore, by trends and direction business operations of Heathrow Airport
Restaurants and Lounges Ltd. get impacted at vast area, there are many trends which can be
adopted by food and beverages industry for sustaining in market place.
Some current and future trends are Street food, Authenticity, Fusion cooking, Gourmet
fast food, Provenance/local sourcing/food miles, App-based service, Robot waiters, Pubs closing
every week, Mobile phone as room key, Touch Screen Technology, Factory Automation Hits
QSR UberEats, Chefs at home and many more. Some of trends are illustrated under below.
Touch Screen Technology: The technology is developing very frequently nowadays.
Although, trends which are affecting overall business of food and beverages (F & B)sector are
also changing rapidly. In present many hotel and restaurant along with Heathrow Airport
Restaurants and Lounges Ltd. has adopted lots of innovations in their business operations which
are very helpful and profitable for their business. Such as Food delivery apps which give meal
delivery services to customer form different hotels and restaurant, along with this it helps
restaurants for connecting customers in just one click. With help of developing of e-commerce
with rapidly development of technology (El Demerdash, 2017).
Mobile phone as room key: Hotels and Restaurant provides facilities of
accommodations as well as meals to their guest. Nowadays, all F & B industry is focusing on
adopting new trends in their business, which will help them in competing their competition in
order to gain more competitive advantage form market place. Many hotels along with Heathrow
Airport Restaurants and Lounges Ltd. has adopted and using this new trends in their operations,
as their clients are using mobile phones as their room keys for entering into rooms. This will help
management of Heathrow Airport Restaurants & hotel in maximising privacy & security for

customers and by this, they grab clients and customers attention towards their business. In
addition to this, hotel management of Heathrow Airport Restaurants, is using mobile access for
room, which helps them in improving efficiency of their working and performance, just because
of employees as they do not have to replace a lost room key (Frederick and Elting, 2013) .
Factory Automation Hits QSR: Nowadays, robots are also being used in food and
beverage industry, as it is new for making food and effective for hotels as well as restaurant, as
in all sectors all humans are been replaced by automation. As same this is adopted by Heathrow
Airport Restaurants and Lounges Ltd. hotel as it’s a semi-automated restaurant which is serving
highly flavourful meal as well as comfortable accommodation.
ACTIVITY 2
The factors which influence consumer’s decision in selecting food & beverage outlets.
There are various factors which influence customer and make effective decision
regarding selecting outlets of food and beverages sector. Such components are Pricing factor,
Menu items, Dynamic environment factor, quality & Quantity of meals factor, Taste Preferences
factor, Hygiene factor, Restaurant environment, Political factor, personal factor, social factor,
Competitors strategies, Menu items, Type of service. Here some factors are illustrated under:
Pricing factor: The Setting of reasonable price of goods and services, leads to
benevolent and kind factor, as this influences and affects decision making process, while
selecting outlets for food and beverages business. After analysing and monitoring market
environment, management of Heathrow Airport Restaurants and Lounges Ltd. sets their
affordable and reasonable cost for food and beverages which they are serving, so that many more
customers get attracted and business objectives can be fulfilled and attain more revenue for
company at a large scale. As this is very helpful method for food and beverage sector, which
helps them in attracting more and more customers, clients, guests towards product and services
of their business organization (Gibson and Parkman, 2018).
Competitors strategies: This factors also affects consumer decision making while they
are selecting F&B outlet. Its very typical task for each and every F&B industry to adopt and deal
with this factor. Although management of Heathrow Airport Restaurants and Lounges Ltd. has
adopted this effective tactics in their business in order to increase customer by influencing
consumer. This could be understood with help of good example, after analysing and examining

competitors strategy then, management of Heathrow Restaurants and Lounges Ltd. focuses on
creating a new innovative strategy effectively. This will give positive impact on company, which
helps them in increasing their loyal customer base and its brand image in global market towards
their business product & services in order to sustain competitive market.
Dynamic environment factor: The rapid changes in external environment will give
direct impact on decision making of customers while selecting and choosing food and beverage
outlets, such as political, personal, environmental, social factors, etc. As it is very challenging
factor for management of Heathrow Airport Restaurants and Lounges Ltd., to overcome with
different external forces occurring in competitive global market, although it includes too much
time as well as huge cost for overcoming (Henderson, 2016).
Strategies used by food & beverage outlets for attracting & building loyal customer base.
There are many strategies which are used by many food and beverages outlets in order to
attracting and building the loyal and effective customer base. Such strategies are giving some
Special offers, Connecting and communicating with customers through social media, introducing
Uniqueness in food and beverages, by adopting effective marketing strategies, giving best
customers services, arranging campaign programs, conducting local events and many more.
Some strategies are illustrated below:
Quality services: Any of Food & beverage outlets can carry on their business in
competitive market, if they are serving good quality of products and services to their customer in
whole global market. Moreover, management of Heathrow Airport Restaurants and Lounges Ltd.
is offering best quality services and products to its customers, clients, guest, so they can get
emotionally attached and strongly build effective bond with their business and provided services.
Thus this, will help management of Heathrow Restaurants in achieving organizational goals as
well as attaining and gaining different profitable advantages from competitive market area in
against of their competitors rivalry (hmed and et. al., 2015).
Uniqueness in food and beverages: This strategy is very useful for any food and
beverage industry, which helps them in raising customers base for their goods and services in all
across region. Although management of Heathrow Airport Restaurants and Lounges Ltd. is using
this strategy in their business in order to attract effective and loyal customer base for gaining
competitive advantages against their challenger for having cut throat competition in whole

competitive market. The Heathrow Restaurants is focusing on bringing some innovation with
uniqueness in their product and services, which will help them in achieving set objectives easily
and effectively.
Along with this, this strategy gives good quality results which helps Heathrow
Restaurants in achieving and building brand image as well as goodwill in entire international
market. In addition to this, Heathrow Restaurants is focusing on bringing quality and uniqueness
in their food and beverages, for this, its important of Heathrow Restaurants to properly analysis
external environment effectively and efficiently. Thus it helps in generating fresh and creative
idea from loop holes of other competitors (Hoffman, 2013).
ACTIVITY 3
Compare and contrast different operational and marketing technology for a range of different
types of food and beverage businesses.
The many Food and Beverage industry is focusing on utilizing different various
technologies, which will help them in attracting numbers of customer for functioning their
business organizational and also helps in grabbing competitive advantage form profitable market
as well as focusing on achieving their organization objectives (Jackson and Singh, 2015). Some
technologies are illustrated below:
Operational technology Marketing technology
There are many operational technology which
can be adopted by food and beverage industry,
thus they make their business operations,
working, functioning in simple and effective
manner. Some technologies are Ordering from
suppliers, Monitoring of equipment, Stock
maintaining, Payment technology, Recipe
banks, providing Nutritional to customers and
taking Allergen information form customers,
For any business organization, promotion and
marketing activities plays an very important
role. Thus, marketing helps business in doing
promotion, branding of their product and
services they are serving as their as of their
business enterprises also. The Some of
marketing technology, which food and
beverage business can adopt are CRM systems,
social media, Websites, E-Mail, E-Brochures,

maintaining Personnel records, preparing
Costings as well as Pricing sheets, Order taking
from customers.
Mailshots, Loyalty systems,
This could be understood with help of good
example, like many food and beverage
business is using PAYTM application as
operational technology, as it helps in cashless
transactions, this is because of technology
enhancement. Currently, almost small, medium
and big food and beverage outlets are using this
technologies for managing their operations of
their business. Like Starbucks (Maier, 2016).
There are ample numbers of opportunities are
present in market for food and beverages in
digital world. The best technology which can
be adopt by F&B industry is social media, as it
is very helpful for reaching and attracting
customers in easy and effective manner. Along
with this, it helps F&B sector to do promotion
and branding of their business with help of
social media platform. Thus, it develops
community among all consumers. Such
example is Starbucks, as it has adopted this
marketing technology for attaining their
business objectives (Mattel, 2015).
ACTIVITY 4
Demonstrate professional food and beverage service standards.
Self Observation:
While conducting this, report I have observed that nowadays food and beverage industry
is leading in market. There is numbers of sector in this industry like, Restaurant, Prison Catering
Services, Fast Food, Theme Parks, Contract Catering, Hospital Catering Services, Culture &
Heritage Food services, Golf Clubs and so on. These all have there own operations, functions,
advantages and disadvantage as well. I have analysed that, F&B industry also focusing on
adopting new and innovative trends and technology in their business operations, as this will help
them in effective functioning as well as attracting customers, Clients, guest as well. Along with
this, F&B industry also using some different and innovative factors in order to influence

consumer’s decision while selecting food & beverage outlets effectively and also adopted some
effective
Professional Food & Beverage Service Standards:
Checklist and Questionnaire Form
Food Service Skills:
1) What are 5 major skills that an Restaurant Supervisor or Restaurant Manager must have?
1) Effective Communication skills.
2) Consumer service skills.
3) Proper interrelationship skills.
4) Team working and coordinating skills.
5) Impressive Problem solving skills.
2) What are 5 important skills for maintaining standards & projecting a professional image in
Food & Beverage industry?
1) Conflict management skills.
2) Service and Food quality management skills.
3) Impressive communication skills.
4) Customer handling services.
5) Time management.
Beverage Service Skills:
1) What are 3 different types of beverage service encounters?
a) Remote Encounter.
b) Phone Encounters.
c) Face-to-Face Encounters.
2) What are 3 pre-service and 3 post-service duties?
a) Greeting customers.
b) Taking order from customer.
c) Serving food.

d) Taking feedbacks form guest.
e) Filling reviews forms.
f) Giving Complementary voucher of 10% off for next visit.
Equipment Management Skills:
1) How should equipment be cleaned and maintained pre and post- service?
Answer: The equipment can be clean by using hygiene sanitizer, which kills all micro-
organism and this do not produce any health problem to their customers, with help of this
equipment’s can be maintained pre and post services.
2) Why is it important that equipment should be cleaned and maintained?
Answer: This is very essential to keep equipment clean and maintained, as this leads to very
hygiene as well as it give pleased and good experiences to their consumers by serving best
quality and hygiene products & services.
Legal and Regulatory Requirements:
1) What are legal requirements and regulatory standards in connection with cleaning and
maintenance of equipment that Food & Beverage service outlets must comply with?
Answer: The legal necessitate & regulatory standards which helps in connection with cleaning
as well as maintenance of equipments, and which have to be followed by food and beverages
outlets are personal hygiene, Food safety regulations, Food safety compliance, Food labelling
polices and many more.
2) What are some of other legal requirements and regulatory standards that Food & Beverage
service outlets must comply with?
Answer: The Some different legal requirements are Business support services, Food Standards
Code, Australian Consumer Law, Data protection act, Licensing and registration laws and many
more.
3) What are implications of failing to meet legal and regulatory requirements of Food &
Beverage standards in terms for overall operational performance?
Answer: If food and beverage industry do not focuses on quality, hygienic and cleanlinesses of