Analysis of Food and Beverage Systems at Marriott Hotel

This report delves into the intricacies of food and beverage operations within the hospitality sector, using Marriott Hotel as a case study. It begins by outlining the characteristics of food production and service systems, including conventional, convenience, and centralized methods, as well as various service systems like buffet and self-service. The report then explores factors influencing recipes and menus, such as customer preferences, staff skills, and nutritional considerations. A comparative analysis of cost and staffing implications across different service models, including silver service and counter service, is presented. Furthermore, the report assesses the suitability of various systems for different food and beverage outlets, recommending buffet and family-style services for specific scenarios. Finally, the report includes a sample menu for a hospitality event, considering diverse dietary needs and aiming to maximize customer satisfaction and profitability. The report covers financial statements, cost and pricing processes, and purchasing analysis.

FOOD AND
BEVERAGES

Table of Contents
INTRODUCTION...........................................................................................................................1
1.1 Characteristics of food production and food and beverage service systems.........................1
1.2 Factors affecting recipes and menus for specific systems....................................................2
1.3 Compare the cost and staffing implications for different systems........................................3
1.4 Suitability of systems for particular food and beverage outlets............................................4
3.1 Food and beverage menus for a hospitality event.................................................................5
4.1 Plan a food and beverage service for a hospitality event within an agreed budget...............6
4.2 Implement the planned service maintaining standards of quality and health, safety and
security........................................................................................................................................7
2.1 Use of financial statements in food and beverage operations...............................................8
3.2 Selection and suitability of recipes for menus......................................................................9
2.2 Use of cost and pricing processes.........................................................................................9
2.3 Analysis of the purchasing process.....................................................................................10
4.3 Evaluation of planned service event and recommendations for improvement...................11
Conclusion.....................................................................................................................................12

INTRODUCTION
Food and beverages generally fall under hospitality sector and make sure that proper
services are delivered to customers. There are different types of hotels and restaurants which
deliver their customers various varieties of beverages and food products. Changes in taste and
preference of people take place frequently (Powell, Chriqui and Chaloupka, 2013). With this
respect, there are different set of strategies which are implemented to make sure that high quality
services can be provided to the customers. In order to deliver proper services, there are various
departments within hotels or restaurants which work together to achieve desired goals and
objectives. In this modern world, people prefer to consume healthy services and when firm does
not provide minimum expectations, then people develop negative perception in their mind.
Present report is about Marriott hotel that aims to provide their customers with high quality
services. This report covers factors that affect menu and recipes for specific system. Further, it
covers cost and pricing process that affects customer’s perception. Lastly, it also includes factors
which determine the success of service and making recommendation for improvement.
1.1 Characteristics of food production and food and beverage service systems
Beverages in hospitality can be determined as different type of drinks which is provided
to people when they visit hotels or restaurants. On the other hand, food production refers to
effective planning of food products by determining different type of material and skilled
employees who will be able support preparing the food products (Thorndike, Sonnenberg and
Levy, 2012). There are various methods through which the food is cooked. In this context, below
given are few of the methods:
Convenience method: This is a type of method in which food is pre-processed. This
enables to consume the product quickly. This is because the meal is generally canned or frozen.
However, before consumption, it is important to warm the food product with the help of
microwave or any other tools.
Conventional method: As per this method, food is prepared on the site of customers and
that also immediately, then it is provided or served to customers (Davis, Lockwood and Alcott,
2013).
Centralized method: This method is used when the food is produced in bulk. This is
generally used for fast food products. The food is prepared in the central kitchen.
1

Sous-vide method: For preparing the food, vacuum plastic bags are used and temperature
is kept up to 70C. This is done with the help of water bath machines and it takes a lot of time. It
is helpful for raising tenderness, moisture and adds flavour to food products.
Cook-freeze method: In this method, food is cooked with the help of fast freezing method
and it is stored at 18C or more low temperature. It is helpful in keeping the food product fresh for
the long period.
Cook-chill method: At the initial stage, it consists of normal cooking of food and then it
rapid chilling take place (Powell and Nguyen, 2013). This is done to control temperature. It is
helpful in keeping the food fresh for 6 to 7 days.
There are different type of service system that is helpful in serving food and beverages. Below
given are few of the service system:
Buffet system: As per this service system, food is arranged on the long table and it is
placed in different pattern. It is focused over large number of customers as they have the
opportunity to take up any type of food products as per their preferences.
Self-service: This is a type of service in which customers have to serve themselves. In
order words, employees of restaurant do not serve customers and service users themselves have
to take up steps to get food and beverages for them (Koplan and Brownell, 2010).
Cafeteria system: It provides the customers to choose and select their own food and drink
that are displayed at the counter.
1.2 Factors affecting recipes and menus for specific systems
There are various factors which affect the recipes as well as menus which are as follows: Recipe suitability and modification: The recipes and menus should be modified according
to the seasons, time and preferences of the customers. Availability of ingredients in
seasonality and suppliers need be taken into consideration for recipe suitability and
modification. Customer’s perceptions: The taste and preferences in food vary from customer to
customer. For example – If a guest comes to Marriott restaurant and he does not get his
favourite dish, he may be disappointed and this may be result in developing a negative
perception of the restaurant (Galbraith‐Emami and Lobstein, 2013). By keeping the
customers happy and by satisfying the demands can be tough task.
2

 Skills of kitchen staff: The taste and presentation of food is the key element in the
restaurant business. Therefore, skilled staff and cooks are required to prepare and
decorate the food. As good appearance of food induces the customers to taste it. Colour
balance is important; customers should be able to ‘eat with their eyes’. Each
establishment has a target food cost to be achieved, it includes cost, preparation and
production of the food items and alls these should be fit the target (Slining, Mathias and
Popkin, 2013). Also, order should be served on time i.e. customers should not wait for
longer time for their food. All these qualities can be achieved only with the help of
skilled kitchen staff. For example – if the staffs of Wright Brothers restaurant are not
skilled, then taste and decoration of the food will not be as per guest's expectation which
may lead to wastage of food.
 Nutritional value: In the present time, people are more aware and conscious about their
health so, nutrition value of food should be maintained. Kitchen staff is required to focus
both on quality and nutritional value of the food (Jung and Yoon, 2012). For example –
McDonalds mainly offers junk food and fast food so restaurant should focus on offering
nutritive foods for attracting health conscious customers as well.
1.3 Compare the cost and staffing implications for different systems
For an organization like Marriott hotel, it is important to calculate cost so as to raise the
profit margin. In this context, cost includes purchase of raw materials, training to workers, salary
to the staff members, maintenance, etc. there should be balance between staff implication and
expenditure (Zhen, Finkelstein and Todd, 2013). Below given are the similarities between
implication of cost and staffing:
Various type of system Staffing implication Cost implication
Silver service As per this service, it is
important to have skilful and
talented worker to handle
operations effectively and
efficiently. Marriott hotel
make use of this service.
The cost for production is very
high. In order to gain
maximum profit, it is essential
to make sure that the value of
food is comparative high.
Self-service In this type of services, it is The raw materials that are
3

not important to have skilled
workers. With this respect,
management can have
unskilled workers and provide
them with information related
with roles that has to be
performed by them with low
salary.
made available are at low cost
and so that price for food and
beverages falls simultaneously
(Sanchez-Vaznaugh, Sánchez
and Crawford, 2010). Further,
storage of nutrient can be done
for long period. This is a type
of services which is
implemented at McDonald's.
Table services In order to carry out the
operations in an effective
manner. It is important that
Marriott hotel should have
skilled and knowledgeable
workers when compared with
people how are not
experienced.
There are different ranges of
food products that are
delivered by Marriott and that
also at different price range.
Counter services For this type of services, four
of the workers are enough
(Chriqui, Pickel and Story,
2014). This is helpful enough
to save money and
management will be able to
gain huge profit.
The cost which is required for
preparing the food is very low.
Wright brothers restaurant
make use of these services.
1.4 Suitability of systems for particular food and beverage outlets
There are different types of services that are used by diverse organization. Among these
one of the effective services that can be implemented by Marriott hotel should be buffet service
system as it allows the customers to select their own food products according to their
preferences. There are many benefits that cited firm can get (Speers, Harris and Schwartz, 2011).
4

In this context, one of the benefits is that it saves time as employees are eliminated and the time
that is required for preparing food is also eliminated. Customers just need to select the food
products that are displayed to them.
At Night brothers, family style services should be implemented as it will be favourable
for management to deliver customers with high quality services. However, it is important that the
employees that are hired should be skilled so that they will be able to understand and deliver the
services accordingly. On the side of customers, they will be able to get time to enjoy with their
family and wait for the food product which is being ordered (Fardet and Boirie, 2014). This will
help to develop positive perception within the mind of customers towards the type of services
that are delivered to them.
McDonald's make use of self-service and this is helpful to make sure that the customers
get their requirement by getting to employees and placing the preferred order. This is helpful to
save time. Further, it also reduces rate of confusion and that usually take place when orders are
taken down by employees (Way, Sturman and Raab, 2010). Moreover, cited firm is able to save
time and cost for training their employees in context of taking orders.
3.1 Food and beverage menus for a hospitality event
Ultimate aim of Marriott hotel is to gain maximum profit. This is only possible when they
will be able to understand the needs and requirement of customers and deliver their services
accordingly. Further, there are different type of issues in relation with food and so it is also
essential for firm to consider such people (Rao and McClements, 2012). By keeping in mind all
type of customers. Cited firm has involved different type of food products. More specifically,
management of Marriott hotel has involved sweet dishes. As per the new type of services, cited
firm will provide different services for diabetic people. Below given are the menu for upcoming
food and beverage service:
Vegetarian
Hot tea or cold Coffee
Green Tea
Green Tea
Fresh green salad, nachos with salsa sausages
Chilly cheese sandwich with tomato sup
5

Shallow fried potatoes and mushroom
Ginger capsicum dosa
Non Vegetarian
Frosted Mini Wheats
Gummy candies
Hostess cupcakes
Pad Thai
Baked beans
Non-fat yogurt
Adults
Sheesh kabab with brown rice and meat
Beer
Crab soup
Mexican themed burger and hot dog
Fish hot Garlic
Tandoori Sea bass with Sweet corn chicken soup
Apple Pie
Children
Cold drinks and chocolate milk with ice cream
Chocolate fudge
Strawberry Mousse Cake
French Fries
White pasta and spaghetti pasta with sauce
Diabetes
Grilled fish
Russian salad
Sugar free Hot chocolate
6

4.1 Plan a food and beverage service for a hospitality event within an agreed budget
As per the services that are delivered by Marriott hotel, there are many types of services
that has to be included for the event of wedding to the undertaken. For this process, it important
that there is proper healthy and safety measures taken. For the health measures, management will
make sure that the food products delivered are of high quality (Coles and Kirwan, 2011). For this
process, employees will be provided with all type of equipments so that healthy food products
can be delivered to guests. Further, for safety measures, there will be first aid box and emergency
exits so that at type of any danger people will be able to get away from issues. Lastly, for
security, new people will be hired so that they make sure proper protection to guests. In addition
to this, there will be new cameras that will be installed with the help to make sure that there is no
type of issues that are faced by people during the time when services are delivered. In order to
provide menu for customers, below given are the menu for the food products:
Menu Items Budget
Food Mexican themed burger and
hot dog
£15.00
White pasta and spaghetti
pasta with sauce
£20.00
Chicken breasts with
croissants
£45.00
Grilled fish with rice £40.00
Shallow fried potatoes and
mushroom
£25.00
Fresh green salad, nachos
with salsa sausages
£15.00
Grilled vegetables with
Russian salad
£25.00
Beverages Mineral Water £2.50
7

Beer £4.00
Green Tea £2.00
Apple Smoothie £2.00
Hot tea or cold Coffee £4.00
Desserts
Orange juice £1.00
Sugar free Chocolate and
walnut Brownie
£30.00
Chocolate fudge £50.00
Apple Pie £35.00
Strawberry Mousse Cake £40.00
4.2 Implement the planned service maintaining standards of quality and health, safety and
security
Within Marriott hotel, it is important to make sure that there is proper standard
maintained. More specifically, all the risk factors should be evaluated and effective protection
should be delivered to customers. For this process, cited firm provide their employees with
training and it enables to make sure that they maintain security, safety and health of customers.
In this modern world, people does not prefer to consume food products that are not hygienic
factor (Alexander, Yach and Mensah, 2011). Further, it is important that proper time is taken by
chef to prepare food. Moreover, there are legislations made like Food and safety act 1990. This is
a type of act in which, it is important to make sure that all food products that are delivered to
customers are of high quality and proper standards are maintained. This type of legislations are
helpful to protect the interest of people to deliver them with proper services.
It is also important that management maintain their quality of services by making sure
that they make purchases of raw materials that are of high quality. When purchases made are of
high quality, then the finished products will also be effective (Sutherland, MacKenzie, Purvis
and Dalton, 2010). The base on which food is prepared should be clean and proper liquids should
8

be used to clean them up. Further, it includes healthy and safety act in which it is important to
protect employees and customers in relation with their health.
To maintain proper security, management should install CCTV cameras. This is help to
know the issues that are faced by customers at any place within the firm. Accordingly, proper
steps can be taken and proper satisfaction can be provided to customers.
2.1 Use of financial statements in food and beverage operations
Daily activities within the organization can be reflected with the help of financial
treatments. Further, it is also helpful to describe the economic status within the organization. In
accordance with the standard accounting system, there are four financial records which are
balance sheet, cash flow, retained earning statement and profit and loss statement. These are
helpful tools to make sure that all the operations that are conducted with the firm can be
performed in an effective manner (Powell, Chriqui and Chaloupka, 2013). As per the department
of food and beverages, it includes operations like guest inflow, purchase of raw materials, salary,
etc. With this respect, below given are the financial statement:
Dishing costing sheet: This type of sheet is maintained by chefs. This is helpful enough
to make sure that they identify value of each of the ingredients that is used by the chef for
preparing the food. Further, it is also used in order to decide over the price of the food product.
In addition to this, it is also helpful enough to prepare the menu card for customers.
Sales records: This type of record helps to prepare statement with the help of which
customers needs and requirements are identified. Further, overall expenses and the profit that is
made by the organization is effectively analysed (Thorndike, Sonnenberg and Levy, 2012). This
is done with the help of forecasting and records. It is also helpful to decide over the recipes and
menu card and determining the dishes that provide huge profit gained by Marriott hotel.
Cost statements: This is an essential statement that records all the indirect and direct
spendings that is incurred by organization. It enables to make allotment for budget for the
department in order to make sure that the business operations run in an effective manner.
Operating statements: For this statement, it includes transformation of cost, procuring
materials, etc. Marriott hotel will be able to make proper analysis for the expenses and the
revenue during the time of financial ending.
9

3.2 Selection and suitability of recipes for menus
The selection of menu at Marriott hotel is done by understanding and making proper
analysis of needs and requirement of customers and the members who visit cited firm. The
preferences of customers is different and it is important that proper variation in food to be given.
Further, most of the people who consume the services that is provided by cited firm have issues
related with diabetes and it is important to make sure that consideration to be made so that strong
relationship can be maintained (Davis, Lockwood and Alcott, 2013). As per the new services,
menu has covered all the areas through which customers can be satisfied. Moreover, the menu
focused is over hygiene, nutrition and balance diet.
Further, there new type of dishes that are introduced in non-veg. These are helpful
enough to cover all the important areas with the help of which people can be satisfied. In this
context, it includes food products like Frosted Mini Wheats, Gummy candies, Hostess cupcakes,
Pad Thai, Baked beans and Non-fat yogurt. These are helpful enough to attract more and more
customers. When changes are made in the type of services that is provided to customers, then it
helps to develop strong customer base. Further, proper analysis was made in order to know the
requirement of customers (Powell and Nguyen, 2013). As per the analysis made, it is helpful
enough to develop and identify appropriate dishes that can be included in the menu. This way all
the food products were included in the menu and it helped in attract more and more customers.
2.2 Use of cost and pricing processes
Pricing can be defined as the amount of money that is required for purchasing a product
or availing of services. The process of cost and pricing consists of several elements which can be
different dishes, beverages or items of menu, sales mix, profits both net and gross, taxes such as
VAT or service tax, various types of costs – fixed cost, variable cost, direct and indirect costs,
overheads, labour charges etc. (Koplan and Brownell, 2010). The term cost includes money,
value of time and efforts, labour and overhead costs and the cost of transformation which are
incurred during the time of preparation of recipes, menus or organisation of an event. It is
important to ensure that the pre-determined budget should be spent in the most effective and
efficient way while deciding the menu as per requirements of guest. For this purpose, there is a
need of cost and pricing process. Direct costs are the costs which are directly attributable to the
products and services provided as these are incurred in their preparation. For, Marriott Hotel
restaurant, direct costs will include the cost of ingredients and materials which are used to
10