Intercontinental Hotel: Food and Beverage Operations Report

This report provides a comprehensive analysis of food and beverage operations, focusing on the Intercontinental Hotel. It begins with an introduction to the food and beverage industry and its significance within the hospitality sector. The report then delves into the management skills required for effective operations, including multitasking and problem-solving. It also examines the legal requirements and regulatory standards that food and beverage outlets must adhere to, particularly in relation to licensing, registration, and hygiene. Furthermore, the report investigates factors influencing consumer decision-making, such as service quality and word-of-mouth, and analyzes strategies employed by the Intercontinental Hotel to attract and build a loyal customer base, including special offers and marketing techniques. The report concludes with a summary of the key findings and insights into the dynamic nature of the food and beverage industry.

Managing Food and
Beverage Operations
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Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
Covered in Factsheets..................................................................................................................3
TASK 2............................................................................................................................................3
P4. Demonstrating professional food and beverage management skills in this industry............3
P5. Explaining the legal requirements and regulatory standards needed in food and beverage
service outlets..............................................................................................................................4
TASK 3............................................................................................................................................5
Covered in factsheet....................................................................................................................5
TASK 4............................................................................................................................................5
P7. Investigating Various factors which influence the decision making of consumers in food
and beverage industry..................................................................................................................5
P8. Analysing Different strategies used in order to attract and build loyal customer base.........6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8
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INTRODUCTION
Food and beverage is considered to be one is the biggest industry of hospitality sector in any
economy of the world providing large opportunities and growth to the business owners. Food
and beverage industry of hospitality sector basically deals in providing best quality food to
customers and of different cuisines. Various elements of food and beverage industry by which its
activities are influenced such as food preparation maintaining service quality, of raw materials
and many other. The food and beverage industry considered as one of the biggest revenue
generator of hospitality sector and the competition in such industry is very aggressive and
continuously increasing. the report is developed on Intercontinental hotel which is also known as
IHG. The Intercontinental hotel group is one of the leading organisation in the UK with the sole
purpose of providing true hospitality for everyone (Morsheduzzman, 2018). Organisation was
founded in 2003 and it is headquartered in England UK. The report covers different types of food
and beverage business is in the industry along with explaining different rating systems of food
and beverage and discussing the current and future trends of the industry. Moving forward
professional food and beverage management skills within the organisation are discuss along with
the legal requirements and regulatory standards of the service outlet which is needed to be
followed. Moreover different operation and marketing technologies for different types of food
and beverage businesses are discussed. and at the end where is factors are investigated that
influence the customer decision in food and beverage industry along with analysing strategy is
used by the organisation to attract and build a loyal customer base.
TASK 1
Covered in Factsheets
TASK 2
P4. Demonstrating professional food and beverage management skills in this industry
The food and beverage industry belongs to service sector where customers satisfaction is the
whole and sole motive of the business and the only path towards the success maximum
profitability. Service sector industry like food and beverage needs to be properly managed by the
specials who holds appropriate management and leadership skills which are relevant to the food
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and beverage industry. The restaurants offering different types of food and beverages to the
people targeting different segments of society and separate audiences always have one more
managers according to the size of the business who holds all the responsibility of effective and
smooth running of the business. Few management skills which are required by the management
staff of the food and beverage business are as follows:
 Multitasking- The first and foremost professional skill which is required by the manager
off food and beverage sector or in other words by a manager of a restaurant is of
multitasking. the manager of a restaurant should hold multitasking professional skill in
order to manage and look over all the different segments of the restaurant such as kitchen,
cleaning, managing inventory, human resource and many other. The multitasking skill of
a manager insurance effective operations and smooth running of the business providing
the best quality services orders to the customers according to their needs and their desires
(Wyss and Bansal, 2019).
 Problem Solving- Another very important professional management skill which is
required by the management staff of a restaurant dealing in food and beverage sector is
off problem solving. It has been seen that in restaurant business several times the
situation occurs there customers are unsatisfied with the services and sometimes they
react loudly which can hinder the reputation of the restaurant. Therefore it is the
responsibility and a very important professional skill which is needed to be e present in
the management staff of the particular restaurant where we can effectively solve the
problem by satisfying needs of the customer and saving the reputation of their restaurant.
P5. Explaining the legal requirements and regulatory standards needed in food and beverage
service outlets
The food and beverage industry is very closely connected with health and safety issues and
therefore it has to deal with different kind of laws and regulations developed by governments for
ensuring the safety levels of the offerings provided by the restaurants to the customers. These
legal requirements and standards are needed to be followed by all different food and beverage
outlets and these are developed in the interest of consumers their safety and more importantly for
fulfilling the requirements of food industry for operating in the market with a clean image. The
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various policies and principles or legal requirements attached to with food and beverage industry
are as under:
 Licensing and Registration- All the different restaurants present in in the particular
region has to follow different legal requirements and laws developed by political parties
in relation with food safety and hygiene factors and even in operation of the business. Out
of doors legal requirements one is of licensing and registration. Every food in business
restaurant needs to have a licence in order to carry out their business. They are needed to
be registered legally in the registering office of the particular industry from where they
receive their licence for running their business and manufacturing of food and beverages
in the registered location of work and address (Shaheen and et. al., 2018).
 Sanitary and Hygiene- The sanitary and hygiene factor is one of the most influential
factor in the food and beverage industry. The customers are always interested in visiting
those restaurants who undertakes clean and hygienic processes for the preparation and
presentation of their orders. The legal requirements and regulations established by the
governments also focuses on this factor where it is necessary for the restaurant to keep
their promises clean and ventilated along with making safe and secured environment for
preparation of food and beverages.
TASK 3
Covered in factsheet
TASK 4
P7. Investigating Various factors which influence the decision making of consumers in food and
beverage industry
Customers are the major stakeholder of food and beverage industry businesses where their
satisfaction and need fulfilment is considered as the motive and the sole objective of the entity or
the restaurants (Muteshi and Awino, 2018). Customer behaviour affects their purchasing
decisions which are influenced by several factors. These factors which has influence over the
customers decision making and their buying behaviour are as follows:
 Quality of service- The first factor that influences the purchasing decision of a customer
is always the service and product they receives from the particular organisation.
Intercontinental hotel deals in in several different segments of hospitality sector such as
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food and beverage industry, accommodation industry, entertainment industry and many
more. Customer base of Intercontinental hotel is not only comprises of the population of
the UK but also concentrates on the international consumers. Therefore service quality
and the products of offering of the Intercontinental hotel will be e having huge impact on
the decision making and purchasing behaviour of the customers all over the world and in
all the location where the hotel serves and operates its business.
 Word of Mouth- Another very influential factor that affects the buying behaviour of
people is the Goodwill of the hospitality service provider and the word of mouse deer
from the existing customers for the experienced people who have already being part of
the organisation as their customers (Fawzi, 2018). Word of mouth is when the most
potential Goodwill generating tool is for a hospitality service provider. The customers of
Intercontinental hotel also so gives their word-of-mouth to other people which influences
them if these feedbacks given by the existing customers to the new people such as their
relatives or friends is positive. Therefore it helps the organisation in reaching to
maximum people with the help of existing customers enhancing the Goodwill in minds of
larger population.
P8. Analysing Different strategies used in order to attract and build loyal customer base
The organisation as big as Intercontinental hotel makes use of different strategies and tools for
attracting and building a large loyal customer base. The loyalty of customers will be dependent
upon the goodwill of the organisation and the services offered by the hotels to their existence and
new customers. Therefore, different strategies used by Intercontinental hotel for attracting and
building effective and loyal customer business are mentioned below.
 Special offers- The Intercontinental hotel has a specific policy of providing special offers
to its regular customers which are associated with the brand from a really very long time.
Organisation consider their existing and regular customer as their loyal customers and in
order to enhance their word of mouth publicity with the help of these existing customers
the Intercontinental hotel provides them very attractive and impressive special offers on
special occasions (Weber, 2019). Is special offers provided by the hotel group to the
consumers keep them satisfied and happy with the services of the hotel that influences the
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revenue and profitability of the hotel group and helps them to maintain their existing
customers and keeping them loyal towards the hotel chains.
 Marketing- In business world marketing plays a very important role for improvement
and enhancement in revenue and customer base. Continental hotel also make use of
attractive marketing techniques and strategies reaching to the maximum customers and to
the targeted audience in a very less time and investing a very less amount (Cousins and
et. al., 2019). For marketing organisation most commonly used different social media
platforms as this is one of the most advanced and effective marketing tool which is being
used by the businesses.
CONCLUSION
The report concludes that the food and beverage industry and the hospitality industry is a very
vibrant and multifaceted part of our society. There are several different types and sizes of
businesses entering the marketplace increasing the competition in the industry and also bring in
several opportunities which are innovative in nature. The food and beverage industry in the
hospitality sector is required to keep with all the legal requirements and food safety and hygiene
standards so as to provide the best quality meals to the people and keeping their customers
satisfied
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REFERENCES
Books and Journals
Cousins, J. and et. al., 2019. Product development.
Fawzi, A. M., 2018. ANALYSIS OF RETURN ON EQUITY IN FOOD AND BEVERAGE
COMPANIES (Doctoral dissertation, President University).
Morsheduzzman, M., 2018. IMC of Akij Food and Beverage Limited.
Muteshi, D. C. and Awino, Z. B., 2018. Strategic alliances and performance of food and
beverage manufacturing companies in Kenya. DBA Africa Management Review. 8(1).
Shaheen, O. and et. al., 2018. Factors Affecting Employees’ Productivity in Food and Beverage
Department in Mercure Hotels Chain in Egypt. International Journal of Heritage,
Tourism and Hospitality. 12(1). pp.67-81.
Weber, C., 2019. Operational Efficiency in the Food and Beverage Industry Through Sustainable
Water Consumption.
Wyss, Y. and Bansal, T., 2019. Knowing and showing: The role of HRIA in the food and
beverage sector. In Handbook on Human Rights Impact Assessment. Edward Elgar
Publishing.
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