Unit 6: Managing Food & Beverage Operations for Heathrow Airport

This report provides an in-depth analysis of food and beverage (F&B) operations, focusing on the context of Heathrow Airport Restaurants and Lounge Ltd. It begins with an overview of various F&B service types, their advantages, disadvantages, and examples, followed by an examination of rating systems like hotel stars and Michelin stars, and the impact of emerging technologies and changing consumer preferences. The report also covers professional food management skills, legal and regulatory requirements, and the application of operational and marketing technologies. Furthermore, it explores factors influencing consumer decision-making and strategies for building consumer loyalty. The report includes checklists, questionnaires, and observation records to provide a comprehensive understanding of the F&B industry, concluding with a detailed discussion of operational and marketing technologies used to enhance consumer experience and gain a competitive advantage. This report aims to provide insights into the current state and future trends of the F&B sector, offering valuable information for industry professionals and students alike.

Unit 6 - Managing
Food & Beverage
Operations

INTRODUCTION
Food production is one of very much important department in which involved various
activities related to preparing food. In that processes consisted raw material cooked and
transform to build one of delicious dish. This report is based on the Heathrow Airport restaurant
and Lounge Ltd. Which is a chain of food production in the market of UK. This report is based
on the various types of f&B services with their rating system and their current and future trends
that affect their business. It also includes professional food management skills and legal
requirement and standards to prepare one of best food. Further it includes the various operational
and marketing technology in differ kind of F&B industry. At last it includes factor that influence
decision making of consumers and various strategies to build consumer loyal.
TASK 1
P1
Business Description Advantages Disadvantages Examples
Restaurants Business of
restaurants are
very popular
these days as they
work to prepare
and serve it to
consumers in
against the money
to remain always
competitive in the
marketplace
(Valta And et.al .,
2016)
The major
advantage of
restaurant
business that they
have wide
opportunity as
well as flexibility
to prosper their
business with
consumers due to
high rivalry in
restaurant can
easily get high
discount and
packages.
The disadvantage
of the restaurant
business that they
have to bring
innovation and
moderation time
to time that
sometime not
possible.
Aizle is one of the
food and beverage
service provider
in the market of
whole UK.

Contract catering
this helps to give
one of best cater
services to best
serve the
consumers.
It helps to develop
the accountability
level and engage
with work in a
team (Valta And
et.al ., 2015.)
They have to work
for long time
constantly so the
nature of work is
very much
tiresome and pay is
not accordingly.
There are various
catering services
prevails in the
market of UK in
which Aramark is
well known name
in that sector.
Casual dining Casual dining is
an important kind
of food and
beverage service
provider that
helps to provide
one of best
services to
consumers.
With help of
casual dining
consumers get
attract towards
their services. It is
one of best way to
represent services
in best way.
It is one of the
cost effective
method to
represent
themselves.
In now a days
casual dining is
very much
popular and
various
restaurants are
giving services.
So all kinds of businesses that are associated with the food and beverage sector are very much
potential for them to remain always competitive in the marketplace by accessing the emerging
requirements and needs of customers so that loyalty should be maintained in positive manner
(Birle, Hussein and Becker, 2013.).
P2
For an organisation rating matters a lot and defined for utilisation the quality of services
that are provided by restaurant to their consumers ( Caldwell, 2012.). It helps to measure or
evaluate the level of performance with tools and technology in F&B sector. In some nations
government set the system of rating on other hand some not use the legislations to maintain the
level of services and quality. Here are some standards to maintain the level of quality in food and
beverage sector:
Hotel stars:
Hotel stars rating system that are commonly used by almost every F&B industry in large
no. of countries. That rating system gives remarks by using one to five as per the set standards

with hospitality services offered by them (Jackson and Singh, 2015.). The five rating star
denoted towards high level of services and hospitality. Four stars hotels provides formal kind of
facilities that are generally higher and proactive in nature. So it is very much important to
evaluate own performance and quality they serve to their consumers. So rating system is also
used by Heathrow Airport Restaurants and Lounges Ltd. So that consumers can easily take
decisions regarding to avail their services.
Michelin Stars:
That is another kind of important rating system that are used to examine the quality of
services that are provided by F&B sector. It is used by the Red Michelin guide and only use one
to three stars to rate level of performance. There are some set standards and work as an hallmark
regarding the fine dining. In that one star consider for very good in category and two star for
excellent cuisine and potential for special trip. With third star provides exceptional cuisine for
great services.
P3
Food and beverage sector have kinds of opportunities but due to emerging technology
that is block chain and change of consumers taste and preferences with rising cost are crucial part
of respective sector (Jayawardena And et.al ., 2013.). In recent time consumers become more
demanding and their taste and preferences changes towards exotic flavours, snaking and for
health and wellness. Consumers prefers to consume fortified and functional food that helps to
their brain and good physical appearance. The another food trend that are food safety and
transparency as consumer curious to acknowledge about food they consume as food safety issues
are cost effective in nature.
Current trends:
The current trend which is innovation and differentiation as consumers demands
something innovative in food and services so in context of Heathrow Airport Restaurants and
Lounges Ltd. They use digitally powered business model that helps to reach at large no. of
consumer base by evaluating their needs and wants in proper manner. E commerce is one of
very much trending in these days as respective sector wants to reach at large no. of consumers to
supply food as per their choice. Customers order food and beverages of their own choice by
using various devices and demands doorstep delivery that gives fierce rivalry to others.

TASK 2
P4
P5
Professional Food & Beverage Service Standards:
Checklist and Questionnaire Form
Food Service Skills:
1) What are 5 skills that an effective Restaurant Supervisor or Restaurant Manager must
have in order to run an efficient business?
1) Communication
2) Consistent
3) Good planners
4) Problem solving
5) Multi tasking
2) What are 5 important skills for maintaining standards and projecting a professional image
in the F&B industry?
1) Leadership skills
2) organisational skills
3) customer services
4) Knowledge of safety
5) Interpersonal skills
Beverage Service Skills:
1) What are 3 different types of beverage service encounters?
a) Remote encounters
b) Phone encounters
c) Face to face encounters
2) What are 3 pre-service and 3 post-service duties?
a) Email or digital marketing
b) Greet to consumers
c) Starters
d) Feedbacks

e) Contact to them
f) Offer discounts
Equipment Management Skills:
1) How should equipment be cleaned and maintained pre- and post- service?
Cleaning and maintenance of equipments are very much important with the help of sanitizers
and other liquids the safety should be maintained hygiene to eliminate the bacteria for health.
2) Why is it important that equipment should be cleaned and maintained?
It is very much important that equipment should be cleaned so that hygiene should be
maintained to give one of best experience to consumers.
Legal and Regulatory Requirements:
1) What are the legal requirements and regulatory standards in connection with the cleaning
and maintenance of equipment that Food & Beverage service outlets must comply with?
For the food and beverage industry there are various kinds of legal regulations are very much
important that are food act 2006, food regulation 2006, food production safety act 2000 and
food production regulation 2014 are very much important for an organisation to set standards
for maintaining quality in food and beverage.
2) What are some of the other the legal requirements and regulatory standards that
Food & Beverage service outlets must comply with?
For the food and beverage sector there are some kinds of legal requirements and regulations
plays major role that are data protection act, licensing and franchising with registrations
regarding various services.
3) What are the implications of failing to meet the legal and regulatory requirements of
Food & Beverage standards in terms for overall operational performance?
Failing in legal and regulatory requirements regarding food and beverage sector that hinders
overall performance of an organisation in giving their best attributes. Organisation fail to meet
set standards in positive manner and hinders the self interest of organisation to get optimum
outcomes.
Observation record of the visit:
I decided to visit the Docklands academy of Hazev, Haz or tas and once I entered into the
restaurant it is very much quite, people sit on their places and take food. The services are very
much fast and all kinds of food are served there majorly people enjoy the street food. With the

thrilled and amazed by the very expensive pricing but it is worth ful. Their services are very
much delightful to give one of best experience to me. The atmosphere is very much quite and
positive with good lighting. So the overall experience is good while visiting the respective
restaurant chain.
TASK 3
P6
In Sector of food and beverages tools and technology of preparing and serving food
matters a lot to gain delighted experience to the ultimate consumers. With the help of operational
and marketing technology restaurant chain gain competitive advantage that are as follows:
Operational technology Marketing technology
Operational technology is an hardware and
software that helps to detect or bring positive
changes by monitoring and evaluating
industrial equipments, various processes and
events to get optimum outputs (Krause and
Callahan, 2019.). It is very much effective in
context of Food and beverage industry to
provide one of best food and services after
accessing the emerging needs and wants of
consumers. In today's scenario restaurant
provides the cashless transactions so that
provides convenience to consumers.
Marketing technology is oner of important
attribute in today's world to reach at large no.
of consumers in positive manner. With the help
of social media organisation can reach at large
no. of consumers in positive manner (Mattel,
2015.). Further it helps to build a positive
image in front of consumers to retain one of
competitive by developing the policies and
procedures to move on a systematic path to
achieve definite goals and objectives.
With to take orders and approvals to deliver
the particular services now a days the
operational technology plays very important
role instead of taking orders in written form
that not only saves cost but also time with
accuracy. So Waterside Inn use particular kind
of operational technology to enhance the
experience of consumers.
On other hand marketing technology which
should be utilised in context of Food and
beverage sector to publishes the necessary
information on websites to attain large no. of
consumer base. It provides flexibility to
potential consumers to get one of best services.
For an example respective organisation use
social media as an important tool to reach at

large no. of consumers.
TASK 4
P7
In food and beverage sector the services plays major role that directly or indirectly helps
in consumer decision making. In context of Heathrow Airport restaurant and lounge Ltd they use
various factors that helps in taking consumer decision making that are as follows:
Product quality:
Product quality is very much important for an consumer as they become very much
health conscious day by day (Patiar, 2016.). For that F&B sector have to adopt proper safety and
hygiene measures by ensuring the proper quality and safety so that they can be able to build trust
in proper manner.
Ambience:
Ambience matters a lot, in F&B sector atmosphere or ambience is very much important
to attract large no. of consumers in positive manner. For that lighting, fragrance and hygiene is
very much important to build best atmosphere and proper arrangement of convenience. In order
to restaurant have to build the positive atmosphere in which every one can contribute a lot for
organisational as well as self development.
Staff services:
In F&B sector services of chefs and serving staff is very much important to provide
delighted experience to the consumers (Pillai and Shayanfar, 2014). In that aspect their quick
services, way of greeting and friendly attitude with smiling face are very much important to meet
the experience of consumers.
So all are very much important for F&B sector to meet the current and emerging services to
remain always competitive in the marketplace.
P8
Strategies and tactics are very much important for an organisation to remain always
competitive in the marketplace. In context of food and beverage sector adopt some important
kinds of strategies and tactics to remain always competitive in the marketplace. Hence there are
few tactics that are utilised by industries to attract large no. of consumers base.

Discounting and other offers:
discounting offers attract and enlarge business opportunities in the sector of Food and
beverage sector that also proved beneficial to enhance loyalty of consumers (Powell And et.al .,
2013.). In context of Heathrow Airport Restaurants and Lounges Ltd. They for time period
provides discount to consumers so that avail services again and again. So it is very much
beneficial for that industry to provide offers to consumers to remain always competitive in the
marketplace.
Local events:
Local events are very much important for an Food and beverage sector to enlarge the
consumer base in positive manner and also it enhance consumers loyalty (Siegert, 2013.). In
addition to it proved beneficial to introduce new services and food at the time of local events and
festivals.
Email marketing:
Email marketing is one of important part of food and beverage industry to reach at large
no. of consumers by creating the monthly/ annually schedule. In that aspect e mailers are very
much quick and very easy to send at large no. of people that residing new product offerings,
current events and coupons to engage large no. of consumers. In respective organisation they
mail their potential knowledge and information to people for getting optimum outcomes.
CONCLUSION
Above data has been concluded food and beverage industry is one of important sector for
the economy. In which forecasting and evaluation of taste and preferences of the consumer taste
and preferences are very much important to meet consumers emerging nees and demands in
positive manner. It is very much important to effectively manage and coordinate the food and
beverage services to give one of best services to consumers to retain for long time with motive of
earning profit and competitive advantage. To manage quality and accountability there are various
legislations and regulations to comply with changes to get potential outcomes.

REFERENCES
Books and journals:
Birle, S., Hussein, M.A. and Becker, T., 2013. Fuzzy logic control and soft sensing applications
in food and beverage processes. Food Control. 29(1). pp.254-269.
Caldwell, D.G. ed., 2012. Robotics and automation in the food industry: Current and future
technologies. Elsevier.
Jackson, L.A. and Singh, D., 2015. Environmental rankings and financial performance: An
analysis of firms in the US food and beverage supply chain. Tourism Management
Perspectives. 14. pp.25-33.
Jayawardena, C. And et.al ., 2013. Challenges and innovations in hotel operations in
Canada. Worldwide Hospitality and Tourism Themes. 5(2). pp.177-189.
Krause, M.K. and Callahan, M.F., 2019. An Innovative Way to Think About a Simulation
Center’s Core Administrative Functions: Comparing Managing a Simulation Facility to
a Restaurant. In Clinical Simulation (pp. 813-825). Academic Press.
Mattel, B., 2015. Catering: a guide to managing a successful business operation. John Wiley &
Sons.
Patiar, A., 2016. Costs allocation practices: Evidence of hotels in Australia. Journal of
Hospitality and Tourism Management. 26. pp.1-8.
Pillai, S. and Shayanfar, S. eds., 2014. Electron beam pasteurization and complementary food
processing technologies. Elsevier.
Powell, L.M. And et.al ., 2013. Assessing the potential effectiveness of food and beverage taxes
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Siegert, L., 2013. Sustainable Development Approaches in the Food and Beverage Industry: A
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Valta, K. And et.al ., 2015. Overview of water usage and wastewater management in the food
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