Food Service Management Report: Evaluating Performance and Solutions

This report examines food service management practices within The Ledbury restaurant, a two-Michelin-starred establishment in London. It assesses current management techniques using performance review methods like KPIs, benchmarking, and customer feedback. The report identifies organizational challenges and recommends a Problem Solving Road Map, including identifying problems, root causes, brainstorming solutions, selecting the best solution, and implementing and checking the impact. An implementation plan based on the 7 C's of Effective Change Management (Clarity, Communication, Change Management, Criteria, Checklist, Call On Help, and Choose the Right Provider) is proposed to improve performance. The report suggests the Balanced Scorecard as a monitoring and measurement tool to oversee the effective execution of plans and strategies for improvement. The conclusion emphasizes the dynamic nature of management in the food service industry, highlighting the need for flexible and adaptable practices to achieve organizational goals.

Food Service
Management

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 4............................................................................................................................................3
P6 Assessment of current management practices within a specific food service operation,
using range of performance review techniques / M4 Devise appropriate management solutions
to address shortcomings within a specific food service operation, using range of management
tools and performance review techniques..............................................................................3
P7 Recommend and produce management alternatives to improve performance, including an
implementation plan...............................................................................................................4
D3 Justify recommendation to resolve organisational challenges applying measurement tools
for monitoring an implementation plan for improved performances within given food service
organisation............................................................................................................................6
CONCLUSION ...............................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Food service is a field in hospitality sector making it part of service industry raising the need for
effective management for serving the best to guests and offering best experiences. Present
assignment is constructed with considerations of a leading restaurant of London, The Ledbury,
opened in 2005 and hold two Michelin Stars as of now. The report is inclusive of number of
management aspects in relation to effective and smooth running of The Lenbury. A
organisational challenges is identified and improvement plan is provided in accordance to make
changes and overcome all the difficulties in productive manner.
TASK 4
P6 Assessment of current management practices within a specific food service operation, using
range of performance review techniques / M4 Devise appropriate management solutions to
address shortcomings within a specific food service operation, using range of management
tools and performance review techniques.
Performance review is a part of company's learning, development and management in
which the managers and leader make user of number of tools and approaches to keep a check
over their actual and expected performances. The Ledbury has number of options available and
different methods relevant to quality analysis useful for administrators for assessment along with
the quality of employee productivity (Joung, Choi and Wang, 2016). The management of The
Ledbury should integrate their strategies and restaurant polices for making a potential review of
their performances and service quality. Some of the techniques are as follows beneath in context
of the food service organisation. KPI's- This is a primal tool to do so where the management can devise number of
strategies in favour of customer satisfaction and happiness which will lead the firm in
direction of their strategic objectives and goal. With the help of KPI's The Ledbury can
inform employee with their expectations form them and motivate them to accomplish the
prescribed standards in the given time frame. Benchmarking- This is a performance review tool in which the restaurant will be looking
over the competencies and strong aspects of other restaurants and their potential
competitors. Then they will be looking over their feasibility to incorporate them in the

operations if possible and acquire the competency resulting in better performances and
service offered to guests.
 Customer Feedbacks (Oral/Written)- Last and the most common tool is feedbacks from
guests and visitors. These can be collected orally and in written form which offers higher
insight of the experiences of customers and accordingly management can work for
making improvements in them and offering satisfactory outcomes to people.
P7 Recommend and produce management alternatives to improve performance, including an
implementation plan.
In a business organisation belonging to any field or sector there are several situations
which are affected by number of factors either positive one or negative. The variation in working
environment raises difficulties and challenges for management in conducting activities. In the
same manner, there are certain challenges which can be faced by The Ledbury and for which
management needs to make changes for improving performance. Thus, in order to do so a
Problem Solving Road Map is a alternative management tool that is helpful for development and
implementing improvements. The road map has five stages which are as follows: Identify the Problem- The first stage of the problem solving process is identification of
problem. In this stage the leakages in the actual performances are searched out that leads
to the root cause of the issue (Kitterlin, Tanke and Stevens, 2016). Identify the Root Cause- Once problem is known the management of The Ledbury will
be responsible for identifying gaps within the actual and expected performance and the
reason why the gap is created. Brainstorm the Solution- The third stage is crucial in which management will be looking
over the problem and brainstorming for searching the best suitable solution. This will end
up in having a couple of solutions within the hands of management for the specific
problem. Select the appropriate solution- Out of the bundle of resolution gathered in the above
stage one and the most appropriate needs to be selected and implemented in the end for
resolving the problem and implementing change (Vu and et. al., 2017).
 Implement and Check the impacts of the Solution- Finally, when all the steps and stages
are fulfilled then the management of The Ledbury will be supervising the change made
and accordingly the performances of staff.

IMPLEMENTATION PLAN
An implementation plan is a process of putting a idea or an procedure into effect by
taking certain steps and measurements. The implementation plan for change management which
is recommended to management of The Ledbury is 7C's of Effective Change Management.
Change is very difficult to adapt too and much more typical to implement and make other to
adapt accordingly. Thus, the 7C's are used and helpful alternative to do so. Clarity- The first C represents the need for management to bring clarity and transparency
in their plans and policies while introducing them to employee and making them work
accordingly. Communication- A major role and skill which management has to hold and play in
organisation while managing and leading is effective communication. While
implementation of change and making improvement as well communication needs to be
clear and effective (Lee, Lee and Jeon, 2017). Change Management- Here at this stage the management of The Ledbury needs to be
attentive while implementing change and making arrangements accordingly by keeping
staff encouraged and enthusiastic about the development taking palce. Criteria- In this phase the management provides specific guidelines and criteria
according to which they need to work adapt to change. Checklist- This is a step where management will check with the list whether all the
aspects to change are covered or not. Call On Help- It is a crucial step for The Ledbury where they need to provide help to
customers and to employees whenever executing any of the strategy prepared by the
management and need any guidance.
 Choose the Right Provider- According to this particular factor, it is essential to
understand that The Ledbury must have the workforce who are capable enough for the
the particular job and fits in the job profile.
D3 Justify recommendation to resolve organisational challenges applying measurement tools for
monitoring an implementation plan for improved performances within given food service
organisation.
Monitoring and measurement is a practice which is undertaken while implementing plans
for seeking and supervising effective execution of plans and all ideas which are made for

improvement and development. Thus, in case of The Ledbury the effective monitoring and
measurement tool recommended is a Balance Score Care. This is a tool which is aimed at
conducting clear communication, aligning day to day work, prioritising projects and making
monitoring strategies accordingly (Slath and Nikhanj, 2019).
CONCLUSION
According to the insight and knowledge gathered form the evaluation and development
through the report it is summarised that management is a constant activity which goes on in the
company. As well as in context of food service industry, change is frequent leading to more
critical and effective management processes that are flexible and scope of improvement is
maintained accordingly. The organisations in food service and the management have to make
changes according to the development and evolution taking place in company's environment as it
allows the firm in attaining organisational goals and end objectives reliably and in prescribed
time period.

REFERENCES
Books and Journals
Joung, H. W., Choi, E. K. and Wang, E., 2016. Effects of perceived quality and perceived value
of campus foodservice on customer satisfaction: moderating role of gender. Journal of
Quality Assurance in Hospitality & Tourism. 17(2). pp.101-113.
Kitterlin, M., Tanke, M. and Stevens, D. P., 2016. Workplace bullying in the foodservice
industry. Journal of Foodservice Business Research. 19(4). pp.413-423.
Lee, E. Y., Lee, S. B. and Jeon, Y. J. J., 2017. Factors influencing the behavioral intention to use
food delivery apps. Social Behavior and Personality: an international journal. 45(9).
pp.1461-1473.
Slath, A. and Nikhanj, A., 2019. Food waste management and corporate social responsibility in
Indian food service industry: A conceptual analysis. In Urban Agriculture and Food
Systems: Breakthroughs in Research and Practice (pp. 196-209). IGI Global.
Vu and et. al., 2017. Measuring business sustainability in food service operations: a case study in
the fast food industry. Benchmarking: An International Journal.