Four Seasons Hotel: Hospitality Operations and Management Report

This report delves into the operational aspects of the hospitality industry, with a specific focus on the food and beverage (F&B) systems and practices within the Four Seasons Hotel. The report explores the synthesis and creativity in food production, highlighting innovative approaches like plant-based egg alternatives, online meat markets, and efficient product utilization to minimize food waste. It further examines the various types of food production methods, including baking, fermenting, and preservation techniques. The report outlines the different service styles employed by the hotel, such as silver plate, English service, and room service. Furthermore, it details the roles and responsibilities of an F&B manager, including planning, organizing, directing, and controlling operations, along with their responsibilities in delivering guest service, planning marketing strategies, and participating in food events. The report also analyzes factors influencing menu pricing and the constraints considered during menu planning in F&B operations.

HOSPITALITY
OPERATIONS (AD DA)

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Synthesises as well as creativity of food and beverage system and food production.................3
Roles as well as responsibilities of food and beverage manager................................................5
Factors impacting the menu pricing ...........................................................................................7
Factors & constraints considered while menu planning in food & beverage operations............8
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Hospitality operations are basically the activities as well as functions which are being
carried out by the various hotels for attracting the customers and for serving them better. Four
season hotel is predominately the full-service hotel as well as resort being established in 1961 by
Isadore Sharp and headquartered in Ontario, Canada. It is the renowned luxury hotel that has its
presence in more than 20 locations and thus have nearly 100 hotels.
This report gives a brief about synthesises as well as creativity of food and beverage
system and food production, roles as well as responsibilities of food and beverage manager,
factors impacting the menu pricing and factors & constraints considered while menu planning in
food & beverage operations.
MAIN BODY
Synthesises as well as creativity of food and beverage system and food production
Food production is basically the well-through process through which raw ingredients are
being converted into the food for the consumption of human beings. The creativity plays an
important role in food production as well as food ad beverage system. The presentation as well
as creativity which the hotels and restaurant bring in their food eventually affects the perception
of customers towards the food as well as towards the hotel and thus leaves a great impression in
their minds as well as hearts. Creativity is basically associated with the change, ingenuity,
nonconformity and progress that is as essential factor for smooth functioning of the organization.
Thus, it plays an essential role in effectively running the food and beverage system as well as
efficiently handling the food production (Gibson and Parkman, 2018).
Plant based egg
This one of the most important creativity which has surrounded the food and beverage
system in four season hotel and thus have enabled them to achieve competitive advantage. The
main focus of Four season hotel has been on protecting the safety of animals after encountering
the biggest issue of crowded chicken farms. The hotel puts a great emphasis on their safety and
understand their importance. The hotel eventually the plant which have the similar properties of
an egg and thus inculcated a great amount of creativity by saying goodbye to the chicken farms.
They turned this plant into the egg-based product and incorporated this dish in their menu by the
name Just Mayo. Thus this is one of the most important creativity which has transformed the
entire operation of food and beverage system.

Market of online meat
The locally-sourced meats as well as foods are generally essential and important for
survival of local economy. In order to step out of the constraints of these traditional methods,
there is the need of competition as this competition normally breeds creativity. This is similar the
situation with food production. In order to effectively deliver the products to retailer and then to
consumers, four season hotel has found a way and thus developed an online market for meat
products which will allow the farmers to directly connect with the chefs of hotel. This will
eventually help the farmers to quickly sell the meat products in bulk quantity and more
effectively and at the end can generate more money (Bowie and et.al., 2016). It also benefits the
chefs of four season hotel as they receive different cuts which they want.
Efficient utilization of products
Effectively utilizing the products is sometimes a burden for most of the food and
beverage system and due to this they are unable to fulfil the needs and demands of their
customers. This has given rise to a creative solution which four season hotel has made use of for
ensuring the great market position and for enlarging customer base. The food and beverage
system has developed the lubricant that can be used in plastics or the glass and will make
outflow of contents easier. The main rationale behind developing this lubricant was to reduce the
amount of food waste. This lubricant will enable everything ranging from mayonnaise to the
ketchup to easily come out and thus will eliminate the frustration of the customers where they are
constantly engaged to rub the ketchup bottle for getting sauce (Ionel, 2016).
High-protein milk
This is the core of creativity which has enabled the four season hotel to effectively
compete in this cut-throat competition and thus capture the great market share. Protein is
generally considered and the most important nutrient for workout routine and thus is considered
as the building blocks. The best source of this protein is milk but it contains certain caveats. This
milk contain high fat as well as high sugar content that makes is little less healthy. In order to
overcome this, the food and beverage system has come out with a creative idea and have created
the astound system. Through this special system that has a pseudo membrane filtration, four
season hotel has produced high-protein milk that contains little fat and have no lactose. This
drink has formed the core product of the menu of four season hotel and has been the most
famous of all their drinks.

Types of food productions
Baking
Baking is predominately the prices through which food is being prepared using dry heat
and is normally cooked in oven. The restaurant of four season hotel have an intensive baking
process and thus provides various baked items (Bowie and et.al., 2016).
Fermenting
Fermentation is primarily the metabolic process under which the molecules like glucose
breaks down anaerobically and this results in the chemical change. Four season hotel have a well
defines fermentation process where the products are being fermented and later on packed with
the antioxidants. The well-known fermented products provided by this hotel are Kombucha,
champagne, wine and many more beverages.
Preserving
Food preservation is the use of various methods for keeping the food away from spoilage
and chemical contamination after harvesting. The four season hotel comply to various food
preservation principles and endeavours to provide freshly prepared food to customers. For
example- hotel keeps its perishable food items between the temperature of 45 degree Fahrenheit
to 14 degree Fahrenheit. These mainly includes cereals, rice, oils, bottled foods etc (Buhalis and
Leung, 2018).
Steps in food production
The food before selling in the market goes through a series of steps which takes place in
sequential manner
Harvesting
Initial processing
Conversion of raw material into finished goods
Distribution
Transportation
Storage
Final processing
Distribution
Consumption

Services
Silver plate
This is basically the food service wherein the waiter transfers food and dishes to guest's
plate. This generally starts from left and is done using forks as well as spoons. This is the well-
known service of Four season hotel
English service
In this service, the food is being placed upon large platters as well as in large bowls. Food
portions the later on are delivered to guest by that waiter of four season hotel (Chan and Hsu,
2016).
Cart service
In this, the chefs of four season hotel brings partially cooked dish to service area in a
trolley which has a portable heating unit. In this heating unit, the food is later on completely
cooked by the chef. The main items which are being cooked in this trolley are fish, meat etc.
Snack bar service
In this, the four season hotel have a separate counter and the tall stool where guest order
and enjoy their food at counter itself. The menu is either displayed on counter or given to guests
on counter (Chandiok and Sharma, 2017).
Self-service
Four season hotel also have the self-service where customers are required to pick their
dish and help themselves. There is no waiter to serve them the food nor the food is initially kept
on counters.
Buffet service
In this, the four season hotel keeps a buffet or series of dishes in front of the guests and
customers have the freedom to pick their favourite food as much as they want. The plate as well
as cutlery are kept at starting of buffet counter (Chen and Barber, 2016).
Room service
Four season hotel also provides room service where the room service department
provides the food to customer which matches their needs as well as expectations. The hotel
provides room service for all types of food ranging from breakfast to dinner.

Roles as well as responsibilities of food and beverage manager
Roles
Planning
This is one of the most important and significant role of food and beverage manager in
Four season hotel where the manager is mainly concerned with planning as well as executing the
food and beverage orders. The manager in Four season hotel plans the entire menu that will
contain a variety of items and thus will help them to attract the large number of customers.
Manager oversees that whether the items containing in menu are up to the expectation of
customers or not (Buhalis and Leung, 2018).
Organizing
This is the another role of food and beverage manager in Four season hotel where the
manager is mainly responsible for organizing all the activities of the hotel as well as their staff.
This also forms one of the most effective skills of an effective food and beverage manger and
thus assist them to manage the overall operations of hotel. The manager of Four season hotel
properly organizes and goes through all the function to ensure that they are running in the most
efficient way.
Directing
This is considered as the most remarkable and the astonishing role of food and beverage
manager and thus forms the major part of their business. The food and beverage manager in Four
season hotel directs the entire activities of the hotel along with the functions and responsibilities
of the employees. Manager directs their employees in right direction to serve the customers and
thus provide the effective training for attracting customers as well as providing the world-class
quality to them (Hassanien and Dale, 2019). Thus, this is one of the primary role of food and
beverage manager in four season hotel as the proper direction helps to serve customers better.
Controlling
This is the another most important role of food and beverage manager in four season
hotel where they are mainly concerned with controlling and reviewing all the functions of hotel
to ensure whether they are proceeding in right direction or not. The manager in four season hotel
oversees that whether the food standards and other are being strictly followed or not, whether the
departments are effectively utilizing the resources or not etc (Gursoy, 2018).

Responsibilities
Delivering guest service
This is one of the major responsibility of food and beverage manager in four season hotel
where they are mainly responsible for delivering the world class quality to their customers. The
managers after analysing the needs and expectation of the customers endeavours to provide
quality services to customers. Besides this, the food and beverage manager in four season hotel
oversees that whether the customers are being satisfied with services or not and thus solicit their
feedback for improving the level of services (Kuo, Chen and Tseng, 2017).
Planning the marketing strategy
This is the another responsibility of food and beverage manager in four season hotel
where they are mainly responsible for planning the overall marketing strategy that will help them
to attract the large number of customers. Manager designs and thus plans the various aspects of
marketing strategy like which marketing mix to use, where to use a single marketing mix or in
combination, whether to make use of online or offline mode of marketing. This helps them to
establish the position of hotel in market (Chan and Hsu, 2016).
Participating in food events
Food and beverage manager participate and attend the various local as well as
international food events for promoting its products and for meeting the top entrepreneur. This is
the primary responsibility of food and beverage manager in this hotel that help them to meet with
people and thus promote the services of hotel to them for gaining the competitive advantage. As
these events are mainly organized to know each other and understand the different aspects like
emergence of new technology thus this help the four season manager to understand what their
competitors are offering.
Training the staff
This forms the another important responsibility of food and beverage manager in four
season hotel where they provide effective training and development to their employees for
making them competent and highly skilled. The manager in four season hotel provide training to
their employees periodically for making them aware of the new technology or of the skills and
capabilities that would be required to attract customers and achieving goals and objectives (Rhou
and Singal, 2020).

Factors impacting the menu pricing
The prices of the various food items that forms the menu tend to change at frequent basis
and thus is not constant. Although, the hotel and the top management considers various aspects
for setting the prices but there are various factors which affects the pricing of menu.
Occasion
This is one of the most important factor which affects the prices of food items in Four
season hotel and thus helps the hotel to set the prices. Season and occasion affects the prices of
the menu items to a great extent and thus impacts the overall profitability ratio. For example-
when there is occasional season like Christmas, thanksgiving then the prices of the food items
increases in order to increase the profit and revenue of hotel. The main aim here of Four season
hotel remains to increase the profit during festivals and thus generate revenue. On the other hand,
during off season, theses prices drop and the main aim here remains to attract more and more
customers through low prices of food items. Hotel tend to keep the prices low due to keep the
revenue ratio stable (Iyer and Jarvis, 2019).
Location
The location of the restaurant where it is placed also affects the pricing strategy of the
menu items. Four season hotel tailors the prices of their food items according to the location
where it is situated. For example- when the outlet of four season hotel is located at the location
where the density of people is less then the prices are mainly kept low in order to attract the
customers. While on the other hand, when the hotel is located at prime location like main city
where density of people are more and where people frequently visit that place then the prices of
food items are kept high (Victorino and et.al.,2018). The main rationale for keeping the prices
high is to cover up the other main expenses that incur due to presence at prime location like
parking facility etc.
Weather
The weather is one of the most important factor which eventually affects the prices of the
menu items in four season hotel. The temperature and weather have the great impact not only on
the prices but also on the availability of food. The frequent changes in the weather affects the
crop and thus the rate at which they are cultivated. For example- when season is highly wet and
hot then most of the crops are unable to thrive like spinach thus the price of food items made of
spinach are generally kept low (Chen and Barber, 2016). While on the other hand, during winter

season spinach & Swiss chard is cultivated to a great extent thus at that time, prices of the
spinach food items are kept high like hamburger. Therefore, in this way weather and temperature
forms the major factor that impacts the prices of menu items.
Quality services
The utilization of advanced technology and the use of quality services also affects the
price of food items. This impacts the prices of the various items to a great level and thus the
profitability ratio of Four season hotel. When the hotel makes use of advanced technology and
thus provide world-class services to their customers then the prices of each and every aspect
remains high to cover up the expenses that occur in the use of technology. For example- when
Four season hotel provides self-order kiosk and other services to their customers for making the
ordering process convenient then the prices of food items are kept high. On contrary to this,
when the services of hotel are moderate and not of high quality in comparison to other hotels
then the prices of the food items are kept low for attracting the customers and for improving the
financial performance (Ivanov and et.al.,2019).
Competitor pricing
This is one of the another important factor which affects the pricing of food items in four
season hotel. The prices charged by the competitors greatly affects their menu pricing. The hotel
first analyses the prices charged by their competitors and then set their price. For example-
sometimes for attracting the customers if competitors has charged high price for their soups then
four season hotel reduces its prices initially to attract customers to penetrate the market. Thus,
the prices of their food items generally fluctuate based on the competitor's prices (Gibson and
Parkman, 2018).
Factors & constraints considered while menu planning in food & beverage operations
Kinds of customers
This is one of the most important factor which is considered while planning the menu for
restaurants. To enlarge the customer base, it is essential to consider the various aspects like their
occupation, gender, preference, age etc. For example- male generally have high energy
requirement in comparison to women thus for them there need to be low fat meals in menu.
Thus, what type of customers the hotel is planning to target is one of the most important
consideration while designing the menu (Chandiok and Sharma, 2017).

Special needs
This is the another factor which the restaurant of four season hotel needs to consider
while planning menus for the customers. Each and every customer have some special needs in
terms of the dietary requirements which they expect from the hotel to fulfil. Many people who
are suffering from some health related diseases often requires special diet and the particular
minerals and nutrients that ill not affect their health badly. Besides this, most of the people have
some or the other religious issues towards which they are highly strict and thus follows with full
enthusiasm (Gibson and Parkman, 2018). Therefore, to entertain the special needs of customers
restaurant of four season hotel need to consider these while planning the special needs. For
example- people having heart related diseases prefer food which is of low fat and contains no
fatty oils thus for them restaurant needs to incorporate special dishes in their menu.
Occasion
This is the another factor which the organisation needs to consider while planning the
menu items. The restaurant of four season hotel needs to consider the special occasion as well as
season for making their menu effective. The menus are generally planned keeping in mind the
year time (Bowie and et.al., 2016). For example- during winter, people mainly prefer hot soups
as well as warm desserts thus in winter season, the menu should consist of hot beverages and
food. While on the other hand, during summer season customers likes to eat cold salad and
different cold dessert thus in summer season, four season hotel needs to incorporate some fresh
vegetables and some cold food items. Besides this, the time of entire day also goes in planning
the menu that will eventually affect the visit of customers. For example- in the early morning,
people like to eat breakfast which is light and can be easily prepared thus for the breakfast menu,
restaurant should inculcate the food items which are lighter and does not fully fill the stomach of
customers.
Constraints
Skills of employees and staff
This is one of the most important limitation which the restaurant of four season hotel face
while planning its menu. The highly complex menus that consist of large number of handmade
components often requires highly skilled and capable staff. The skills of employees plays an
important role in executing the menu. For example- if four season hotel have the kitchen team
which is able to reheat as well as plate the prefabricated dishes then menu planner should build

the menu which does not surpass their skill level. While on the other hand, if restaurant have
high calibre employees and team who have the ability to innovate the dishes to a great level then
in that case, menu should consist of large number of different items which will differentiate them
from the other competitors (Ionel, 2016).
Equipments
This is the another most important constraints which the restaurant of four season hotel
generally face while designing their menu. The availability of the equipments reflects the items
in menu and thus its effectiveness. The well-known and obvious constraints stems from the
cooking equipments. When kitchen does not have the consistent equipments and is only
equipped with ovens and deep fryer then they cannot serve various foods like grilled food and a
la carte effectively. Besides this, if the restaurant kitchen have only single-door refrigerator then
in that case the amount of frozen products that can be served to customers should be limited. On
the other hand, when restaurant have have kitchen which is generally laid out along with variety
of workstations then in that case, the menu should consist of large number of items which should
be highly balanced in terms of the quantity (Buhalis and Leung, 2018).
Types of menu
A la carte menu
This is basically the menu in which hotel offers various products and each product have
different prices. In this, Four season hotel mainly offers a variety of dishes which have different
prices. This menu encompasses appetizers, mixed salad, Spider and crab salad, truffle croquettes,
tripe etc. (Hassanien and Dale, 2019).
Wine menu
Four season hotel offers a range of beverages and wines to their guests and have a
separate menu for beverages. This menu contains some speciality wines, coffees, cocktails etc.
the various beverages offered by this hotel are sparkling wine, champagne, red wine, green tea,
black tea, oolong tea etc.
Static menu
This is the menu which contain the same types of dishes each and every year and thus
remains static. Four season hotel have some food items which are static and no matter what the
occasion or season is they remain constant and does not change. This menu consist of yoghurt
drink, chocolate croissants, orange juice, muesli, boiled eggs, turkey ham etc.

Day menu
This is basically the menu which encompasses the special dishes for a particular day.
This menu changes daily and mainly depends on availability and approach of the various
seasonal items. The four season hotel generally changes their soup everyday along with their
starters. Besides this, their salad also changes seasonally (Victorino and et.al.,2018).
Dessert menu
This menu normally consist of desserts which are generally special and unique from hotel
to hotel. One of the most well-known dessert offered by four season hotel is frozen moo and four
season ice cream. Besides this, their menu consist of purple cow, sweet Carolina, cupcakes etc
(Ivanov and et.al.,2019).
Table d'hôte
This is basically the menu in which multi-course meals having few choices and selection
are being charged at fixed price. This is also known by the name fixed price. This menu in four
season hotel often contains starters, salads, soups, rice, noodles and few dessert which have a
fixed price of $22.50.
CONCLUSION
It has been summarized that theta the creativity plays an important in food and beverage
system as well as in food production and thus helps the hotel to achieve competitive advantage.
There are lots of creative ideas which has shaped the food & beverage system like plant-based
egg, development of high-protein milk for the customers etc. Thus, creativity is one of the
essential aspect which has transformed the entire food and beverage system. The roles as well as
responsibilities of the food and beverage manager is highly imperative and thus forms the core
functions of the hotels. Besides this, there are various factors which plays a vital role in setting
the prices of the menu items like occasion, quality services. Therefore, these factors helps the
organization to decide that what prices needs to be set for which food items. For planning the
menu, there are numerous factors which are being considered by the organizations like types of
customers etc.

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