Report: Managing Food and Beverage Operations - [Course Name]

This report provides a comprehensive overview of managing food and beverage operations, encompassing various aspects of the industry. It begins by categorizing different types of businesses within the food and beverage sector, detailing their characteristics, advantages, and disadvantages. The report then delves into national and international rating systems, such as "Scores on the Doors," AA Rosettes, and Michelin stars, highlighting their significance in differentiating establishments. Furthermore, it explores current and future trends impacting the industry, including the rise of robot waiters. The report also examines professional food and beverage management skills, legal requirements, and regulatory standards. It provides a comparative analysis of technology usage in different food and beverage operations and identifies factors influencing consumer choices. Finally, the report outlines strategies for building customer loyalty, concluding with a discussion on achieving organizational success and growth in the food and beverage industry.

MANAGING FOOD AND
BEVERAGE OPERATIONS

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Different types of businesses within food and beverage industry.........................................1
Food wastage..........................................................................................................................3
TASK 2............................................................................................................................................6
P2. Food and Beverage industry rating system nationally and internationally...........................6
TASK 3............................................................................................................................................7
P3 Current and future trends affecting food and beverage businesses........................................7
TASK 4............................................................................................................................................7
P4 Professional food and beverage management skills..............................................................7
P5 Food and beverage service outlets complying with legal requirements and regulatory
standards .....................................................................................................................................8
TASK 5..........................................................................................................................................10
P6 Comparison of ways of using technology by different food and beverage operations .......10
TASK 6..........................................................................................................................................11
P7 Factors influencing consumers' decision of choosing food and beverage outlets...............11
P8 Strategies used to build loyal customer base in food and beverage outlets.........................11
CONCLUSION..............................................................................................................................15
REFERENCES..............................................................................................................................16

INTRODUCTION
Management of food and beverage operations focuses on strategies used in this industry
and finding ways from which they can enhance standards of quality. Organizations in this
industry can utilize innovation, technology for valuing guests and improvement in efficiency.
In this report, different types of sectors within food and beverage industry along with
their description has been given. Various national and international rating systems, current as
well as future trends, professional skills, legal requirements and regulatory standards are being
defined. Also different technologies, factors influencing decision of consumers, and analysis of
strategies used to build customer loyalty have been discussed. Also study of these in respect to
achieve success and growth of an organization.
TASK 1
P1 Different types of businesses within food and beverage industry
S. No Sector Description Advantages Disadvantages Example
employer
1 Hotels hotel sector provides
services like
accommodation, food
and beverage,
entertainment etc.
Practical
learning
Rewarding
careers
Suffers a lot
during
recession
Challenging
tasks
The Dorchester
The Connaught
2 Fast Food Fast food is mass-
produced food for
commercial resale and
it gain priority due to
speedy services. Some
of fast food services
are pre-cooked meals,
frozen foods,
preheated foods etc.
Lack of stress
as there are no
long term
projects
Freedom and
mobility
Sometimes
high pressure
due to sudden
increase in
demand
Burger King
McDonald's
1

3 Golf Clubs Golf game is played in
golf club. Different
types of golf clubs are
wood, iron, wedge,
hybrid, putter, chipper
etc. Services provided
by this sector are
memberships, facilities
to guests, food and
drinks etc.
Health, career
and social
benefits
Lot of
opportunities
Prestige
Low pay as
compared to
other sectors
Income is
based on
memberships.
Ashridge Golf
Club- Little
Gaddesden
Aspley Guise &
Woburn Sands
Golf Club- Milton
Keynes
4 Hospital
Catering
services
This sector is involved
in providing
nutritious meal to
patients in
hospitals. Services
provided by this sector
are menu planning,
recognition of patient
needs, nutritional diet
etc.
Stability and
growth
Poor pay
(Beske, Land
and Seuring,
2014)
Hospital &
Healthcare
Catering Services
- OCS Group UK
Catering - NHS
Supply Chain
5 Theme
Parks
Theme park is a kind
of amusement park
which is built on a
specific theme.
Services of this
industry are
entertainment,
funfairs, carnivals etc.
Interaction
between people
across whole
world.
It involves fun
and excitement
Needs to be
very careful as
during peak
time, incidents
can occur in
crowd
Paultons Park,
Hampshire
Alton Towers,
Staffordshire
6 Restaurant
s
Restaurant is a place
where food and drinks
Lot of
interaction with
Long working
hours
The Fat Duck
2

are prepared and
served. Services
includes food delivery
and variety of cuisines.
people
Attractive
perks
Various health
and safety
issues
The Ledbury
7 Prison
Catering
Services
This sector provides
meal services to
prisoners. Services of
this industry are food
preparation, food
delivery etc.
Excessive
rules and
regulations
Difficult to
manage
HMP Brixton
Serco
8 Contract
Catering
Contract catering
refers to catering
company which is
hired by an
organization to provide
catering services.
Services provided by
contract catering like
facilities management,
food services etc.
Offers
creativity in
working
manner
There are
chances to
occur due to
conflict of
interest and
analysing the
concept of
contract
catering.
Some times
parties have to
pay extra
charges and
cost against
the services.
Blue Apple
Contract Catering
Ltd
Nourish Contract
Catering Ltd
9 Culture
and
Heritage
This reflect the image
of pro efficient
hospitality and culture
in food and beverage
This helps in
enhancing
knowledge of
workers about
Problem of
relocation
because it
might be
Heritage
consultancy-
Atkins
3

industries. Proper
ambiance and
atmosphere are the
main central of
attraction part in
culture and heritage.
cultures of
different
countries
mandatory. EDP-Archaeology
and Cultural
Heritage
10 Food
Services
Food service sector
includes cafeterias,
school, restaurants etc.
who prepares food
outside home.
Job security Tough to
maintain high
standards
Creed
Foodservice
Total Foodservice
Solutions Limited
11 Travelling Travelling is done for
entertainment and
adventures. People can
travel from airlines,
trains, ships, cruise,
buses etc.
Enormous
satisfaction and
adventurous
(Kilcast and
Subramaniam,
2011).
At the time of
season,
workers might
work even on
weekends and
holidays.
Lets Travel
Services
Kuoni Travel
Full service restaurants: Restaurants which offer fine dining with a variety of foods and
beverages available and also proper table service.
Casual dining: These restaurants offer a relaxed, casual ambience with numerous seats
and may also cater to bar service or have wine included in their menu.
Counter service: In this service, customers have facility to directly place order at counter
and pick up food when it is ready .
Quick service: Any restaurant which serves fast food as its main cuisine and has minimal
table service.
Trains: Train is term given to a number of carriages, cars or trucks that are
interconnected and pulled by an engine.
4

Bars and pubs: These are places where meet and hangout, drink and enjoy. Bars are
places that serve alcoholic drinks for consumption at their premises.
Gastro pubs: It is a type of a pub that serves excellent quality of food.
Coffee culture and coffee shops: A cafe that primarily serves coffee and coffee related
beverages such as latte, espresso and cappuccino.
Sandwich bars: Any restaurant or take away food shop that primarily sells sandwiches
as its basic product. It can also be a self service area with ingredients for making sandwiches.
Soup kitchens: A place where free food is supplied to poor and homeless people at free
or low prices than market rates.
TASK 2
P2. Food and Beverage industry rating system nationally and internationally
In food and beverage industry rating are applied in hotels as well as in restaurants and
these ratings are assigned to differentiate among them (Adeoye and Elegunde, 2012). The ratings
are made in hotels, guest accommodations, self catering, restaurant with rooms. Types of rating
systems are:
 Scores on the doors:
Scores on the doors used for the publications or displaying in food hygiene and safety
results. It compliances grade or score rating in hotels for published. For example hotel Marriott
uses this system for scoring points by contestants.
 AA Rosettes:
AA Rosettes uses for listed from 3-5 restaurants on the basis of culinary experience. It is
divided in one to five rosettes restaurants in according to the quality and facility. One rosette
provides in food clarity in flavours, fresh ingredients etc., for two rosette provides higher
technical skills, consistent and balanced ingredients, for fifth level in food provides each dish
with extra dimensions.
 Michelin stars:
Michelin stars refers to a rating system given in Michelin Red Guide and this is used to
grade restaurants on the basis of their quality. According to this guide, ratings among three stars
are provided to restaurants (How Michelin stars are awarded to restaurants, 2018). One star
means very good, two stars means excellent cuisine that is worth a detour, and three stars means
5

exceptional cuisine that is worth a special journey. For instance, Marriott has also got Michelin
ratings stars.
 Hotel stars:
Hotel stars are used for classification of hotels according to quality. Stars are provided
not on the basis of basic facilities but on overall experience. Common hotel star ratings are
generally lie from 'A' to 'F'. Grading such as 'AA' and 'AAA' are given according to standard,
comfort, luxury etc.
 Star Ratings:
Under system of star ratings, hotels are provided with ratings according to stars. Five star
rating system is most popular among them. One star rating given to hotels which are of small to
medium sized with affordable prices. Two stars hotels are generally situated on convenient
locations, small hotels owned by proprietor with clean and basic facilities. Three star hotels have
well-appointed rooms, decorated lobbies and are situated near express ways or business areas.
Four star hotels are generally well above average, formal type. Rooms are well furnished. Five
stars are provided to hotels which offers high level of accommodations, personal service.
Locations are very exclusive or at heart of town (Cousins, Lillicrap and Weekes, 2014).
TASK 3
P3 Current and future trends affecting food and beverage businesses
Current and future trends have affected business of food and beverages industry that have
been discussed below.
Robot Waiters: It has given a growth to food and beverage business. As work of people
has been converted to work of robots. When robots serve meals and take orders there are less
chances of errors because they as they are machines they do not have memory issues and can
regain information quickly. Moreover robots can do faster and quicker work than people. This
lead to increase in sales of business.
App based services: It has impacted a lot to food and beverage industry as customers can
do ease of ordering food items and meals from their convenience place. They do not have to rush
to physical restaurant and stand in queues for ordering and paying bills. As people can order food
from their home they do more purchasing which lead in earning profits of a company.
6

Fusion based cooking: It means to combine two or more food species to make a single
food item. Through this people find it interesting and it also raise the taste of tongue. This has
influenced more and more customers as people will are inclined towards innovations.
TASK 4
P4 Professional food and beverage management skills
In Marriott there are various professional food and beverage management skills, that can
help to manage all the activities within the organisation. These abilities help to perform all the
operations accurately and appropriately so that company can reach to its objectives that are profit
maximisation and customer satisfaction. Such type of professional skills are very important to
acquire high market share. All these abilities are explained below:
 In Marriott, proven food and beverage management skills are required by the employer
from its employees so that they may work effectively.
 Technical skills are also required so that all the data can be recorded appropriately in
order to manage customers reaction (Dello Stritto and Schiraldi, 2013).
 All the professionals should have ability to spot and resolve problems effectively.
 The management of the hotel should be possessed with multi-tasking skills so that they
are able to handle various demands of customers at the same time.
 The serving staff of the hotel should be good in communication so that they can
communicate with customers effectively and provide an exceptional experience.
 It is very important to manage all the customers appropriately so that they may achieve
higher profits and meet financial goals.
 The staff of hotel should be guest oriented and service minded, this will help to retain
customers and target prospect customers.
 The major skill which is required is a degree or diploma in food service management or
service industry.
All the above mentioned skills are required in Marriott to manage all the operations and
activities. This helps to satisfy customers and attract more and more people who are the part of
targeted segment.
7

P5 Food and beverage service outlets complying with legal requirements and regulatory
standards
Food and beverage service outlets are involved in all areas starting from food production
to distribution (Popkin, 2014). All the activities in between preparation of food are production,
processing, packaging, labelling, importing, distribution, retailing and catering. International
regulatory bodies for governing Food and Beverages Law are:
 FAO- Food Quality and Standards
 Food and Agriculture Organization of the United Nations
 International Portal on Food Safety, Animal and Plant Health (IPFSAPH)
 World Health Organization- Food Safety
Laws relating to food and beverage outlets are Nutrition Labelling and Education Act of 1990
(NLEA) and Food Safety Modernization Act of 2010 (FSMA). Primary concerned areas of these
laws in food and beverage industry are product safety claims, appropriate labelling and
advertising, regulations of food import etc.
Responsibilities of food and beverage business outlets according to regulatory bodies and
law requirement are:
 Food and beverage should be provided keeping in view health of consumers.
 These should be in accordance to quality expectation of consumers.
 In case of any misconduct, business should keep track record from whom they are
purchasing raw materials, and to whom they are supplying their food and beverage (Ng
and Dunford, 2013). Because this information can be needed by any association, any time
for inquiry.
 Equipments that are used in food processing and production should be cleaned regularly
and properly maintained. Because this can create health issues.
Customer satisfaction and protection along with assurance of health and safety of staff
are the main purpose and requirements of food and beverage law. In case of non-compliance by
employer or employee, they could be fined, punished, business can be closed, and their
reputation could be vanished. Regulatory authorities have right to enter in premises when they
realize that there is any problem related to compliance of maintaining health and safety standards
(Parker, Elmore and Methven, 2014). Trading standards officer, Health and Safety Executive,
8

Environmental health officer, police, HM Revenue and Customs, fire officer etc. are authorities
who have right to enter in business premises for investigation.
TASK 5
P6 Comparison of ways of using technology by different food and beverage operations
Efficiency of business operations of food and beverage can be improved through using
different technologies. Ways in which technologies can be used are operational and marketing.
Operational technology: It starts from procurement of raw materials to their processing of
making food. These technologies can be used by any business operating in hospitality sector in
which operations and structure are complex in nature like Marriott, Luckman Park Hotel.
Payment technology is used in hospitality for easily processing of payments and to provide
flexibility to customers. Payment technology refers to up gradation of traditional payment
system. Three types of payment system have been developed and these are guest centric
payments, B2B payments, and commission model. Every organisation in hospitality industry can
use it. Nowadays, mobile payments are also becoming popular. All these payment techniques
simplify this process of payment.
Marketing technology: These are mainly focused on making difficult marketing strategies
easier and building customer loyalty. Also impact of these strategies on consumers can be
measured with help of these technologies. Marketing technologies can be used by any business
in hospitality industry like Grand Hotel, The Fisherman's Cot. These technologies assists in
developing and maintaining effective marketing strategies and plans which ultimately leads to
brand success (Technology trends impacting hospitality sector, 2018). For purpose of marketing,
there are many technologies came in hospitality industry. One of them is promotion through
websites. According to this technology, websites are designed for a particular hotel and all the
information related to location, prices, payment options are available on it. It makes easy to reach
to information for customers. Today, every organization uses it because one time investment is
involved. Also it proves a better way of marketing as it raises standard of organization. These
websites are designed by IT professionals.
9

TASK 6
P7 Factors influencing consumers' decision of choosing food and beverage outlets
Factors Description Starbucks
Coffee
New London
Cafe
Marriott
Picture of
establishments
Take a 'selfie' of
your group outside
the restaurant that
shows the front of
the restaurant and its
name in the pictures
also
9/10 8/10 6/10
Tariff
Board/Menus
Does the business
have a full menu or
tariff board at the
entrance, or above
the counter?
Yes, they have full menu
and tariff board at the
entrance or above the
counter.
9/10 7/10 6/10
EPOS System
1. Does the business
have an EPOS
system?
2. What
manufacturer's name
appears on the
system terminal?
3. Does the system
look easy for the
Yes, they have EPOS
system
Bleep UK Plc
Yes, the system easy to
8/10
6/10
7/10
7/10
8/10
8/10
10