Managing Food and Beverage Operations: A Case Study of Marriott Hotel

This report provides a comprehensive analysis of the food and beverage operations at Marriott Hotel. It begins with an introduction to the industry, outlining the various activities involved in serving customers. The report then delves into different types of food and beverage businesses, including hotels, restaurants, contract catering, and fast food, along with their respective advantages and disadvantages. It explores the rating systems used in the industry, such as 'Scores on the Doors' and hotel star ratings. The report further discusses legal requirements, regulatory standards, and the impact of current and future trends, such as touch screen technology, fusion cooking, and street food, on the industry. Operational and marketing technologies are examined, along with the necessary management and professional skills for effective operation. The analysis covers organizational skills, communication skills, and problem-solving abilities, emphasizing their importance in ensuring customer satisfaction and achieving business goals. Finally, the report analyzes strategies used to attract customers and concludes with a summary of the key findings and recommendations for optimizing food and beverage operations at Marriott Hotel.

Managing Food and Beverage
Operations

Table of Contents
INTRODUCTION...........................................................................................................................2
TASK 1............................................................................................................................................3
P1............................................................................................................................................3
TASK 2............................................................................................................................................5
P2 ...........................................................................................................................................5
TASK 3............................................................................................................................................6
P3 ...........................................................................................................................................6
TASK 4............................................................................................................................................7
P4............................................................................................................................................7
P5............................................................................................................................................8
TASK 5............................................................................................................................................8
P6 ...........................................................................................................................................8
TASK 6..........................................................................................................................................10
P7 .........................................................................................................................................10
P8 .........................................................................................................................................11
CONCLUSION..............................................................................................................................11
REFRENCES.................................................................................................................................12
.......................................................................................................................................................12
INTRODUCTION
Food and Beverage Services operations consists of multiple activities which engage the
staff of hotel in preparing the delicious food for the clients who are paying them. The staff is
engage right from buying the raw materials, then prepare the food and beverage in that then they
add the inventory of material after that the service quality is to be maintain along with managing
the several events from all this the desired outcomes are achieved (Akpoyomare, Adeosun, and
Ganiyu, 2012) . The present report is about the Hotel Marriott, which is an American
multinational diversified hospitality company that manages and franchises a broad portfolio of
hotels and related lodging facilities. This was founded in 1927 by J. Willard Marriott and Alice

Marriott in Bethesda, Maryland, US. The services of Marriott is provided in all over the world.
This report is going to emphasizes on different types of business in the food industry, along with
this the rating system of this sector is also going to be discussed in the below report. In addition
with this, Food Industry consists of several styles of serving and the future and current trends
which affect the food and beverage industry (Alfadul and Elneshwy, 2010) . Along with this the
different factors will also to be discussed which influence the decisions of customers, along with
this the report will be wind up by analysing the strategies which are used in the food stores to
gain the attention of large number of customers.
TASK 1
P1
In food and beverages industry there are several types of business description of these are as
follows :-
Sector Description Advantages Disadvantages Example
Employer
1. Hotels Hotel is a building in
which people stay in
their holiday weeks.
This is an establishment
which provides meals,
food, accommodation
and other services for
the clients who are on
tour.
The main benefit
people can gain
while staying in
Hotels is that they
can easily get the
accommodation
services.
The major issue
faced by
peoples is that
not everyone
can afford the
stay in a hotel,
as it is very
costly to stay in
the hotel rather
than the guest
house.
J. Willard
Marriott and
Alice Marriott
are the
employer of
Marriott Hotel
which offers
their services
globally and
there supporting
online website
is Marriott.com
2.Restaurants This is a place where
people sit and pay to eat
meals which are cooked
and served by the hotel
The main benefit
for the restaurant is
that they can the
opportunity to work
The major issue
to face with
restaurant is
that they don't
Zoya is an
Restaurant in
UK and have
excellent

premises. A restaurant is
made to offer breakfast,
lunch and dinner as per
the demand of the
customers.
in hotels also. have enough
money to invest
and does have
that much
margin which a
hotel have to
provide all the
services to the
customers.
service with
amazing
delicious food,
its address is 76
Aberford Rd,
Oulton, Leeds
LS26 8HP, UK.
And their
supporting
website is
zoyaleeds.co.uk
3.Contract
catering
This is place where the
food is prepare for the
companies but not for
the local peoples.
The main benefits
of contract catering
is that the workers
get good wages as
compared to other
catering.
The major issue
arises in
contract
catering is that
the workers
have to do more
work on daily
basis and even
more in the
seasons.
Indian caterers
in London is the
employee there,
which is known
as Sukhdev's
Catering &
Events. The
address of this
is 4 South Rd,
Birmingham
B18 5LT, UK.
4.Fast Food This is a type of mass-
produced food, which is
mainly liked by the
teenagers and adults, as
this food is sold on
street and some peoples
are very fond of having
street food. Nowadays,
There are many
types of fast food
which are to be
offered by the
hotels and
restaurants. Like
Italian, Mexican
and Thai.
The major
disadvantage in
this sector is
that the pay-
scale is very
low as no one
wants to spend
more on fast
Leon Restaurant
is a fast food
Restaurant,
which is
founded in
2004, and the
supporting
website is

hotels and restaurants
are also offering fast
food services to their
customers.
food. https://leon.co/
TASK 2
P2
Various rating systems are used in food and beverage industry to give ratings to
companies at national and international level. Some of them are described below:-
1. Scores on the doors: It is the term which is used for publication or display of food
hygiene or food safety inspection results of food businesses (Anton and et. al., 2010) .
This rating is given to companies on the basis of level of hygiene and safety maintained
in business.
2. AA rosettes:This is rating style in which hotel is awarded by inspectors of hotel and
restaurant only when cooking is at the pinnacle of achievement (Cho and Yoo, 2015) .
3. Hotel stars – hotel star rating is given to hotel which is based on quality of food and
services offered to customers. Hotel stars involves 1-star, 2-star, 3-star, 4-star and 5-star
which are described below:-
 Five – Star: hotels are given five star rating on the set criteria which involves
level of accommodation, facilities, and luxury services. In context to Marriott
five star rating has been awarded because they offer thrills above and beyond the
actual needs of guest and luxurious services.
 Four – Star: four star rating are given to hotel when above the average services
are offered to guest. These are those hotels which have bellhop services, front
desk, attractive reception areas (Chung and Parker, 2010) . Their major advantage
is that located near shopping malls, dining, tourist destinations and other major
attractions.
 Three – Star: Three star hotels provides room with good ambience that satisfies
customers. These are solid but dull. The hotels offers food services that through
availing medium size restaurants such as breakfast to dinner (Davis, Lockwood
and Pantelidis, 2018) .

 Two – Star: Two star hotels are small and medium sized which offer facilities
better than one star hotels. These are managed by proprietors and generally have
2-4 storeys. Along with this, located near to personal surroundings and public
transport.
 One – Star: One star hotels are generally small sized. Rooms are barely
functional, not attach bathrooms and services offered are not good.
How legal requirements and regulatory standards that food and beverage service outlets
must comply.
The food safety standards are given by government of various countries. The safe food
production is adopted by various organisations for providing good quality food to people. The
main focus of the hospitality sector organisations is to take care of legal factors while providing
services to customers. Also the food and beverage companies have to emphasize on cleaning and
maintenance of the place in order to achieve the goals and objectives of the company in less
time. Legal rules and regulations are taken care while serving clients.
TASK 3
P3
There are ample number of trends, along with current and future technology, which have
direct as well as indirect affect on these food and beverage industry. Some of these are given
beneath :- Touch Screen technology : The change in technology is very common and it has poses
several positive impact over food and beverage sector. Using touch screen phones, it
become very easy for individuals to order food by just sitting at home. This help in them
in saving their time and also help them in saving their energy, as the food get deliver to
them by delivery boys of the organisation from which they use to order food (Decker,
Elias and McClements, 2010) . Along with this, they get fresh and hot food by this, as
while delivering the food, organisation use to make sure that they pack it in manner that it
will not get spoiled when deliver to customer. Fusion Cooking : Fusion cooking is new trend of market, where chef of organisation use
to make a single dish from combination of ample cultural food and beverage. People in
today's world love to try new food items, which are unique and traditional. These types of

activities poses negative impact over profits and functioning of Marriott Hotel. As the
food items provided by them are separate and traditional they do not use to provide any
fusion food (Enzing, Pascucci and Omta,2011) . Change in trends make several hotels to
make changes in their menu, and force them to provide some thing which is very unique
and provided by every one in market.
 Street food : This is the new trend in market place, as this is the food type which is said
as most attractive in today's world. In this the best think is, owner do not need to make
huge investment. Therefore, at some specific levels, the street food use to affect the
functionality of Marriott Hotel in indirect manner. That's why, it is very important for
them to add some street food in their menu, so that they can improve their business and
profitability.
Compare and contrast different operational and marketing technology for a range of
different types of food and beverage businesses
The different types of operational technology required in a food and beverage
organisation are listed below -
Flow through sortation – According to this technology, it is ensured that the food and
beverage inventory must have a good distribution centre, staged, sorted and then sequenced for
rapid replenishment on store shelves. By using these systems, operators can acquire inventory
rapidly and this is divided into case level from a layer.
Adaptability and flexibility in equipment innovations – the food and beverage warehouse
operations emphasize on array of order profiles and the various ways by which the expectation of
delivery of products will be increased.
TASK 4
P4
As to run an organisation, management skills are necessary, in the similar way it is
essential in a person to have professional skills so that they can easily be able to manage all the
activities held in the food and beverage industry (Garcia and Chambers, 2010) . There are some
skills which are to be used by the all firms to run their business in an effective manner.

1. Organisational Skills – It is necessary to have organisational skills in a food and beverage
industry as they are known for their well- organized things. The workers of this sector are
well known for their work as they provide they fulfil all the requirements of the clients in
an organised and effective manner (Leabman and Brewer, DvineWave, 2015) . These
skills are required to manage the cost, employees, schedule, etc.2. Customer service – To satisfy the needs of customer is the first priority of an
organisation. The main purpose of food and beverage industry is to gain the attention of
customer and meet their demands as by this they can able to enhance their business
growth. Providing the accommodation facilities to the customers and fulfilling their
requirement will result in their satisfaction. It is also necessary for the Marriott Hotel to
understand the client problem and try to resolve it, so that the customer can know that the
hotel valued their presence.3. Leadership Skills – The food and industry is having many departments, therefore this is
required by the industry to have a leader who can manage all the staff members and
resolve their all conflicts and disputes (Mattos and et. al., 2014) . The leader should lead
their team in such a way that no conflict should occur in the team and manage all the
work in an effective manner so that the desired outcomes can be attained in effective time
frame. Along with the leader should guide their team members to how to cook and the
way to cook in an standard manner. In addition with this, it is the duty of the leader to
provide training to their team members that how they have to deal with their customers,
and how they can satisfy their needs by gaining their satisfaction level (Mottola,
GLOBAL FOOD INVESTMENTS SA, 2010) . Like, Marriott Hotel is the one who is
popular for their smooth working and is gaining the attention of their customers, by
dealing them in a best presented way.
P5
In the context of food and beverages industry, law of food and beverages concern to the
laws of safety for this industry. As concerning to the law are product safety claims, accurate
labelling and advertising and food import regulations. there are lot of legislations presented by
the government which is related to all process till manufacturing. In this, business owner have
responsibilities in order to keep maintain quality and safety in food. Further, for the better

understanding of this topic company is dealing in food and beverages industry must have
knowledge regarding their food safety, which is given below:
 Liquor licensing is important for the business who are selling liquor.
 Food safety regulations company should receive authority from local government in
order to include more items in their business.
Health and safety regulations:
This act was created in 1974 and it comes in the act of parliament in UK. In, 2011
fundamental structure is available that offers availability of encouraging safety and health or
other organisation members. Health and safety department explain the various role and
responsibilities, goods and services in a effective manner. This type of act change a wide
government authorities set of laws through government ministers by legislature device which has
developed large range concept of specific provisions for different companies, discipline in the
perfect way (Ng, Wang and Yu, 2013.) .
TASK 5
P6
As per the present case, the teenagers and adults are mostly interested in the aspects of
technology and in the hospitality sector. Therefore there are mainly two ways in which
technology can be utilizes which are named as operational and marketing technology. Food and
beverages industry is on of the most regulating part of the business, along with there are certain
issues which are to be faced by them. The food and beverage industries are enhancing their
business by the use of increasing technology which results in delivering the food of customers at
their home. Along with this, the use of technologies has been divided into two ways such as
operational and marketing technology (Taber and et. al., 2012) .
Marriott hotels is one of the world's largest chain of hotels. They are using wide range of
operational and marketing technology for different types of food and beverages businesses.
Following table shows the comparison to better understand these technologies more clearly:-
Operational Technology Marketing technology
Operational technology helps organisations to
carry out their activities in most effective
According to this, technologies like digital and
social media are used by companies mainly

manner.
Personnel Records : Hotels have to maintain
employees and customers records for any
further use. To maintain big data of employees
and customers Marriott hotel is using cloud
technology as it is very effective.
Technology : Marriott Hotel uses debit cards,
credit cards, apple pay and other high-touch
personal service system for providing their
guest or customers with better payment
services.
with the motive of promotion and marketing.
CRM System : This is related to the Consumer
Relationship Management which helps in
managing customers of the company. Marriott
Hotel is using Siebel and Marsha Framework
for accomplishment of objectives, improving
customer’s satisfaction and strengthens brand
loyalty
E-mail & E-Brochures : For broadcasting the
information related to offers, products, services
and so on. Marriott Hotel uses various
technologies like E-mail and E-brochure These
tools helps in increasing customer satisfaction
and provide personal experience to each and
every guest or customer of respective hotel.
Social Media : This include several digital
technology tools such as Instagram, bloggers,
twitter, YouTube etc. which helps in
marketing, branding, promotion of services and
products offered by Marriott hotel.
TASK 6
P7
Consumer behaviour in deciding food and beverages outlet involve several things
description of these are as follows :-
Basis Domino's McDonald's Burger king
Marketing strategy Marketing strategy of
Domino's is to deliver
its pizzas within 30
minutes with
guarantee after that
McDonald's focuses
not only on delivering
sales for present,but
also protecting its long
term brand reputation.
The Burger king is
one of the leading
quick service
restaurant and have
high top of mind

pizzas will be
delivered free of cost.
And has achieved
consistent product
taste and quality
across the nations of
world.
awareness(TOMA) .
Availability Domino's is providing
eye-catching pizzas
and food items which
result in enhancing
loyalty of consumer
towards the
organisation.
They are providing
unique products and
services in affordable
prices mainly
capturing youngster
and children.
This company
provides distinct and
variety of burgers,
beverages and other
eatable items.
Quality Quality of product
matters a lot for
customers when they
are paying their hard
earned money.
Domino's is offering
good quality products.
McDonald's provide
hygienic and good
quality products.
Burger king is
offering different
products at effective
prices at best quality.
Infrastructure They have good
infrastructure and
pleasant surroundings.
The cafe appearance
and structure is
attractive which can
easily grab attention of
customers.
Burger king have
attractive and unique
infrastructure which
attracts customer’s
easily.
P8
Each organisation of the food and beverage industry is coming in the market with
something new innovative ideas, by which the growth of their business can be enhanced. The
modification in their products can help the company to enhance their productivity and gain the
attention of more customers (Westenbrink and et. al., 2016) . As, in context with Marriott, this is
the multinational hotel which is following the various marketing strategies for gaining the

customer satisfaction and focusing on new peoples so that they can become their loyal and
regular customers. From which some strategies are as below -
1. Personal marketing – Personal marketing is composed as a set of strategies which aim to
increase the personal and professional features. The use of digital marketing can help the
company to render better and best services to their customers by using the tools like
social media, e-mail, etc. The development in technologies assist the firm in doing their
marketing by their own. In addition with this, the Marriott Hotel can use the concept of
personal marketing in order to provide the useful information to their customers about
certain new things which they required.
2. Pull out all the stops – This strategy is used by Marriott Hotel to reward the customers or
providing some offers to them so that they can attract towards the facilitates of the hotel
Marriott, the hotel is rewarding their clients by using certain reward programs such as
online booking, checking and even can select rooms.
CONCLUSION
From the above discussion it can be concluded that food and beverages is the fastest
growing industry sector because now a days people are fond of having different varieties of food.
Proper planning and controlling is required for effective management of products and services
offered by hospitality industry. The major threat to Food and beverages industry are street
vendors, because serve their customers with good quality at low prices. Along with this, digital
technology is affecting business of this industry in positive sense as now customers can order
without going to restaurant or cafe.

REFRENCES
Books and Journal