Food Service Management: Strategies & Ethics - Shangri-La Report

This report investigates food service management at Shangri-La The Shard, London, focusing on sourcing and procurement processes, highlighting key stakeholders and effective procurement principles. It evaluates operations management strategies using analytical tools, examines management practices supporting successful business operations, and provides recommendations for improvement. The report also explores the importance of ethical management and its impact on business success. Furthermore, it proposes an improvement plan to address organizational challenges, recommending management alternatives and measurement tools for monitoring implementation and enhancing performance. The analysis covers supply chain approaches, procurement strategies, and ethical considerations, ultimately aiming to provide insights for optimizing food service management practices within the organization.

Food Service
Management (A G)

Table of Contents
Introduction......................................................................................................................................1
Task 1: Investigate the sourcing and procurement processes within a food service organisation...1
Food supply chain approaches within Shangri-La The Shard, London.................................1
Highlight key stakeholders in the process..............................................................................2
Principles of effective procurement and sourcing processes for Shangri-La The Shard, London
................................................................................................................................................3
Recommendations to support management practices and strategies that enhance effective
business operations.................................................................................................................4
Task 2: Evaluate operations management strategies within a given food service context..............4
Application of different analytical tools to support effective management strategies...........4
Management practices that support successful business operations in Shangri-La The Shard,
London....................................................................................................................................5
Recommendations to support management practices and strategies that enhance effective
business operations.................................................................................................................5
Management tools and practices that can support successful business operations in food
service organisations..............................................................................................................6
Task 3: Explore the importance of ethical management for overall business success....................7
Ethical practices Shangri-La The Shard, London...................................................................7
Impact of these practices on overall business success............................................................7
Task 4: Produce an improvement plan for a given organisational challenge within a food service
organisation......................................................................................................................................8
Management practices within Shangri-La The Shard, London using performance review
techniques...............................................................................................................................8
Recommend management alternatives to improve performances including an implementation
plan.........................................................................................................................................9
Recommendations to resolve organisational challenges applying measurement tools for
monitoring an implementation plan for improved performance within Shangri-La The Shard,
London..................................................................................................................................10
Recommendations on performance improvements and its plan...........................................10

Conclusion.....................................................................................................................................11
References......................................................................................................................................12

Introduction
Food service Management defines the capabilities of providing food and beverage
services to a large number of people in the manner of aesthetically and scientifically along with
the satisfactory and cost-effective way. This is a domain of hospitality Management which
highly requires the professional approach and special skills along with the knowledge and
vigilance in the process of food service operation (Martin-Rios, Demen-Meier, Gössling and
Cornuz, 2018). The organization chosen is Shangri-La The Shard, London. It is one of the 5-star
hotel which has a services options of dining and delivery and is headquartered in the United
Kingdom. The following discussion is based on the approaches of the food supply chain which
also highlights the key stakeholders in the processes. The report also views the effective
procurement and sourcing processes along with the application of different analytical tools to
support effective management strategies. This report provides the insight of Management
practices at the port successful business operations and recommendations for the same.
Discussion is also made on the ethical practices and impact of these practices on overall business
success. Performance review techniques and recommendations of improvement performances
and resolving the organizational challenges are also discussed with proper conclusion.
Task 1: Investigate the sourcing and procurement processes within a food
service organisation
Food supply chain approaches within Shangri-La The Shard, London
Food supply chain for the food system is defined as a process which describes how the
journey of food goes from the farm to the tables of customers. It has mainly 6 stages and each
and every step of the supply chain needs the human and natural resources to implement.
 First stage is a sourcing of raw materials in which the raw materials are gathered for the
food making which must be of good quality and hygienic for the customers.
 Second stage is the production of the food by using the raw materials gathered in the
first stage. This stage is executed by the professional cooks who have the knowledge of
the recipes as per the needs and requirements of the customers.
 Third stage is the processing and packaging in which the entire food is processed in
terms of presentation and packaged so that it cannot be rotten until it is reached to the
customers.
1

 The 4th stage is a storage which is the most important stage. This is because every raw
material of the food and every cooked food require different temperatures to store for a
long time without getting rotten. Therefore storage at the right temperature is highly
important for food safety.
 Fifth stage is the wholesale distribution in which the processed food is distributed in a
wholesale manner.
 Sixth stage is the retail redistribution to customers where food is distributed to the
retailers in order to distribute the final consumers and present it in front of the tables.
 In the context of the Shangri-La The Shard, London, the organization follows all the six
steps of the food supply chain in its restaurant to serve their customers in an effective and
efficient manner. Moreover, the company also uses the two main approaches of supply
chain management. Such as technological approaches which are implemented with the
help of advancement in computer technology. Relational approach which is
implemented in regards to the relationship within and among the various companies
(Manning, 2018).
 Procurement strategies adopted by the Shangri-La The Shard, London is the
simplification of the purchasing chain so that any complications can be avoided in the
entire process of procurement. Organization also focuses on the management of suppliers
risk as it is directly associated with the procurement of products and services of the firm.
Organisation consolidates the database of the suppliers in order to establish the
capabilities of predictive analysis. Moreover, other procurement strategy used is the
incorporation of the department into the collective innovation system of the firm.
Highlight key stakeholders in the process
Stakeholders who are involved in the process of the food supply chain within the
Shangri-La The Shard, London are the complete group of the suppliers of materials and services.
These are the stakeholders who are involved in the delivery and logistics functions of the supply
chain. Moreover the regulations of the government and local bodies along with the competitors
are also the major stakeholders who have the greater role in the entire process of supply chain.
Stakeholders in the food supply chain are totally extensive. They range from the individual
consumers to the industry bodies in regards with the producers and food manufacturers. This list
is endless because it also includes the importers and retailers along with the public health
2

organisations. Consumer advocacy organisations and community groups along with the all levels
of government which is also followed by the employees and employers of the restaurant. There
are various entities that own the goods and services at all the stages of the food supply chain.
This is a group which includes the final customers and the end users of the goods which includes
the retailers and distributors along with the manufacturers and suppliers. Furthermore, these
entries support the entire flow of materials and information along with the money which are the
major elements of the supply chain facilitators (Bilska, Tomaszewska and Kołożyn-Krajewska,
2020).
Principles of effective procurement and sourcing processes for Shangri-La The Shard, London
The Shangri-La The Shard, London uses different principles of effective procurement and
sourcing processes within its management. These principles are larger in number.
 Such as it says that the Shangri-La The Shard, London must perform its procurement
process by being in compliance with the laws and social rules.
 It is important for the Shangri-La The Shard, London to prevent any cases of the accident
and make sure about the food safety.
 It is essential for the Shangri-La The Shard, London to protect the environment in terms
of sustainability and corporate social responsibility as well.
 The Shangri-La The Shard, London follows this principle in the major way that is the
respect of the human rights and eliminates the discrimination. Organisation highly plays
the importance on the work environment and culture of the restaurant even if it is the
diverse background of each and every employee. Moreover, Shangri-La The Shard,
London plan and manage for great results so that they can be fair with suppliers and get
the right suppliers in order to get the best deal for everyone by following the rules and
norms of every stage of procurement. Another basic principle of procurement which is
followed by the Shangri-La The Shard, London is transparency in the sourcing processes
which also includes the integrity and economic nature of the procurement process.
Openness and fairness along with the competition and accountability are also the
principles which are followed by the Shangri-La The Shard, London.
 There are some major steps which are also followed by the Shangri-La The Shard,
London in terms of procurement process such as first the purchase requisition and review
of the same. Then they solicit the process and evaluate the contract. Then they follow the
3

order management process in order to invoice approvals and disputes. Then finally they
manage the record keeping (Filimonau and Delysia, 2019).
Recommendations to support management practices and strategies that enhance effective
business operations
It is recommended that the Shangri-La The Shard, London must focus on the training and
development of the human resources. This is because they are ones who can implement the
operations management effectively as per the requirements. It is suggested that every step taken
to improve the operational strategy must be customers oriented. It is highly recommended that
the firm must target the quality products and services rendered to the customers. Moreover, it is
highly suggested to make use of the technology in terms of inventory management and just in
time management as well.
Task 2: Evaluate operations management strategies within a given food
service context
Application of different analytical tools to support effective management strategies
There are various analytical tools which support the effective operations management
strategies within the Shangri-La The Shard, London. Such as it mainly focuses on the supply
chains in operations management.
 Such tools are the shipping status tool which supports the Shangri-La The Shard,
London in knowing the status of the shipping process.
 Order processing tools process each and every order from the food supply chain and
manage the same.
 Warehouse management tools help the Shangri-La The Shard, London in inventory
management so that the company can make sure that which food has to be kept in which
temperature and what can rot at what time.
 Demand forecast tools is also the tool which helps the Shangri-La The Shard, London in
forecasting the needs and demands by the customers so that accordingly the
manufacturing can take place without any wastage.
 Strategic management tools which help in the strategic business management within the
Shangri-La The Shard, London are the conducting of the gap analysis and Vrio analysis.
4

 Value chain analysis and SWOT analysis along with the strategy evaluation and pestle
analysis. These are the tools which are adopted by the Shangri-La The Shard, London in
order to maintain its operations management in an effective and efficient manner (Davis,
Lockwood, Alcott and Pantelidis, 2018).
Management practices that support successful business operations in Shangri-La The Shard,
London
There are various management practices which support the successful business operations
within the Shangri-La The Shard, London. Restaurant follows the quality management
standards and systems for better production process to the delivery process to the customers.
Restaurant also covers the procedure of effective stock control and delivery along with the
supply chain management. Restaurants also have an efficient purchasing and ordering system
so that they can record the information in a systematic manner. Information systems installed
within the restaurant so that database management can be performed with good safety and
security of the private and important information. It also supports modifications in the data as per
the needs and requirements of the organisation and also helps in different functioning within the
restaurant. Management strategies which are followed by the Shangri-La The Shard, London are
the engagement of workers by rewarding the effort. Moreover they follow the policy of state
commitment and seek clarity so that the employee management can be better in the restaurant.
This is because employees are the people who directly interact with the customer who ultimately
creates the cultural cohesiveness and also focuses on the team efforts as well (Kandampully,
Zhang and Jaakkola, 2018).
Recommendations to support management practices and strategies that enhance effective
business operations
It is recommended that in order to support the management practices and strategies that
enhance effective business operations, that Shangri-La The Shard, London must streamline and
simplify its business operations which results in the increase of the productivity and makes the
business unique.
 It is recommended that the Shangri-La The Shard, London must also focus on resolving
small issues rather than avoiding it. It is highly essential for the restaurant to keep up with
the latest trends in the restaurant industry so that customers could get attracted towards
the brand. Important to measure the performance at each and every stage of the employee
5

as well as the processes to that improvement can be made accordingly for future
considerations.
 It is also suggested that the Shangri-La The Shard, London must take measures to inspire
the staff to attend to the customers in a more attention gaining and impressive manner.
 Moreover it is highly recommended to keep proper engagement with the people who are
involved in the operations management because this results in the leveraging of the high
impact leadership practices. Identification and removal of the internal roadblocks are
highly significant for the restaurant to adopt in order to have the smooth functioning of
the operations management. Aligning the organisational matrix to the organisational
objectives is essential so that targets set can be accomplished in a successful manner. It is
vital and imperative to use the training and development in a strategic manner so that the
focusing on the business strategy can help the organisation in focusing on the entire
process of operations management.
 Additionally it is also suggested that the Shangri-La The Shard, London must make use
of the human resources in an optimum manner by focusing on their education and growth
so that they can serve the customers in the form of quality services and products.
 Making use of the advanced technology in the entire process of operations management
is highly recommended and suggested for better functioning of the organisation (Fieschi
and Pretato, 2018).
Management tools and practices that can support successful business operations in food service
organisations
It is recommended that the Shangri-La The Shard, London must focus on the situations
and techniques which they can control for better working. It is suggested to build the strong team
so that business operations can be efficiently performed with good experience and skills. It is
highly recommended that the organization must target the improvement in services on a frequent
basis. It is highly suggested that the firm must focus on execution part in which continuous
improvements must be targeted at every phase of management practice applied for the business
operations.
6

Task 3: Explore the importance of ethical management for overall business
success
Ethical practices Shangri-La The Shard, London
There are various ethical practices which are performed by the Shangri-La The Shard,
London. For example,
 Food sanitation is one of the ethical practices and one of the most important issues
nowadays in Shangri-La The Shard, London. This is because restaurants generally serve
untainted food which means not contaminated but polluted. Therefore food sanitation is
highly important to be taken care of in the restaurant.
 Professional integrity is another ethical practice which is essential to execute in the
Shangri-La The Shard, London so that the professionalism can be maintained without
disrespecting anyone.
 Improving service is also one of the ethical practices which mean that a Shangri-La The
Shard, London must update and advance its services to the customers rather than being
stable in it. This is because its services are one of the ethical issues which are required to
get maintained properly on time for better health and hygiene.
 Community involvement is also another ethical practice which gathers the different
viewpoints of the society and establishes accordingly within the Shangri-La The Shard,
London. If a restaurant executes in a wrong manner then it is considered as an ethical
issue. Ethical attitudes and behaviour among the staff members and employers are
significant. This is because it contains honesty and integrity along with the promise
keeping and trustworthiness. Moreover loyalty and fairness along with the concern and
respect for others are also ethical practices (Hayes, Hayes and Hayes, 2021).
 Shangri-La The Shard, London also focuses on organics which basically includes that the
products are natural and fair trade. Moreover, they use the free range and animal welfare
friendly production which are mainly environmentally responsible and sustainably
produced.
Impact of these practices on overall business success
There are positive impacts of ethical practices on the overall business success in the
Shangri-La The Shard, London.
7

 Such as controlling the business malpractice is one of the positive impacts. It means
that any conduct of the malpractice within the business on a private basis can be
controlled if maintenance and implementation of Business ethics are in a proper and
systematic manner.
 Better relation with employees is another positive impact. This is because Business
ethics avoids unfair practices and biases among the staff members. Ultimately it helps in
the long term relationship with the employees which lead to the overall success of the
business.
 Increase in the profitability is also one of the positive impacts. It means that if the
business ethics is followed according to the rules and norms of the policies and
government regulations that the business can easily gain the profit by gaining a good
reputation in the marketplace and better goodwill.
 Improves customer satisfaction is also another positive impact. This is because
Business ethics are revealed in the market research which customers know about the
following of the business ethics within the restaurant. This helps the business to gain the
trust from the employees and also the satisfaction by maintaining the business ethics. It
improves business goodwill because it assists in better decision-making which leads to
the protection of society (Gheribi and Bonadonna, 2018).
Task 4: Produce an improvement plan for a given organisational challenge
within a food service organisation
Management practices within Shangri-La The Shard, London using performance review
techniques
There are various management practices which the Shangri-La The Shard, London uses
in order to implement the performance review techniques.
 Peer reviews and 360 degree feedback is one of the performance review techniques
which not only provides the positive and constructive feedback but also the negative one
in order to motivate and encourage the hard-working and smart working to the employee
potential.
 Utilising feedback is another performance review technique in which the restaurant
analyses the entire feedback from the customers and employees and examines their point
8

of view so that the enhancement can take place within the restaurant for better
improvement culture within the Shangri-La The Shard, London.
 Key performance indicators and metrics are also one of the performance review
techniques in which the major factors are reviewed within the Shangri-La The Shard,
London in terms of profit and revenues along with the sales and marketing strategies.
This helps in calculating the expectations and actual meeting of the results show that the
performance can be determined with the help of gap analysis. Performance appraisals to
the employees and aligning the activities according to the Management by objectives
technique are also another performance review technique.
 Moreover, using the balanced scorecard model along with the personal development
plans of each and every action conducted within the restaurant is also used within the
Shangri-La The Shard, London (Papargyropoulou, Steinberger, Wright, Lozano, Padfield
and Ujang, 2019).
 Management practices highly requires these performance review techniques because it
helps in further implementation of the management by objectives strategies. It helps in
performing the assessment which a central method of management practices while
utilising the above performance review techniques. Moreover, behaviourally anchored
rating scale and human resource cost accounting method is also used as a performance
review techniques while performing the management practices within Shangri-La The
Shard, London.
Recommend management alternatives to improve performances including an implementation
plan
 It is recommended that the Shangri-La The Shard, London must utilise the sequential
flow pattern in the systematic process in order to improve the performances of the
operations management. It includes minimising the backtracking of work in the process.
 It is highly suggested that the Shangri-La The Shard, London must implement the
predictable processes which reduce the material movement and emphasize on the
bottleneck management.
 Moreover minimising the inventory as per the needs and requirements is highly
recommended. This is because it creates an open environment and maintains flexibility
9