Operations Management and SOP Report for White Lion Restaurant

This report provides a comprehensive analysis of the operational aspects of White Lion Restaurant, focusing on Standard Operating Procedures (SOPs) to meet customer and regulatory requirements. It delves into the importance of operations management, detailing how it can improve restaurant performance and customer satisfaction. The report examines SOPs, training and communication techniques, maintenance of standards, and employee training methods. It also addresses legal and regulatory requirements, critical control points, and recommendations for improvement, including the use of checklists, hygiene guidelines, and proper ventilation. The report emphasizes the need for regular inspections, staff training, and effective communication to ensure food safety and quality, ultimately aiming to enhance the White Lion's brand image and regain customer trust. The report also highlights the importance of maintaining cleanliness, controlling temperature, and preventing cross-contamination in food preparation, with detailed procedures and expected outcomes. The report concludes with an overview of legal and regulatory requirements to improve the performance of the food and beverage staff and the quality of services.

A report on SOP

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Operations management and its importance...............................................................................3
SOP(Standard Operating Procedure)..........................................................................................4
Training and communication techniques....................................................................................4
Maintenance of standards............................................................................................................5
Training of employees.................................................................................................................6
What procedures must follow.....................................................................................................7
Legal and regulatory requirements which need to be considered in F&B preparation...............8
What happens if they are not followed.......................................................................................8
Discussion of critical control points and HACC.........................................................................9
Recommendations.......................................................................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Food and beverages industry consist of several segments which includes oils, groceries,
fats, food additives, functional food and beverages, packaged foods, health and natural foods,
baked foods, baby foods etc. In addition to this it is a industry which is involved in processing of
raw materials, packaging and distribution them to the final destination. The company which is
considered in to carry out this assignment is White lion which is a restaurant and is situated in
London (Marriott, Schilling and Gravani, 2018). Therefore this report is going to identify
operational aspects of food and beverage service to meet customer and regulatory requirements
as well as explanation about he operational aspects required of food preparation and cooking to
meet customer and regulatory requirements. In addition to this analysis of the effectiveness of
operations management practices in a range of organisational situations within the hospitality
industry is being explained din this assignment. Lastly, approaches has been discussed which are
used to achieve and monitor operational effectiveness.
MAIN BODY
Operations management and its importance
Operation management refers to the administration of business practices that support in
creating as much efficiency as possible within an organisation. It is very important for the better
performance of an organisation as it help in converting the raw material into finished goods in a

way that support in maximising the profit of a company. Main aspect of operation management
is that it help in improving the performance of restaurant that further contribute toward
increasing the customer satisfaction.
White Lion is a restaurant in London which serve breakfast, lunch, dinner meals and also
one of the main gem in Nicholson's collection of great and iconic British Pubs. But from last few
months it has been analysed that the customers are not satisfied with food services provided by
the restaurant (YEKINI and et. al., 2018). So it is required to improve the performance of staff
members in order to perform its operations effectively and attract large number of customers.
This can be done using SOP(Standard Operating Procedure) which support staff of White Lion in
applying better working practices.
SOP(Standard Operating Procedure)
SOP refers to the procedural technique that describe about the number of activities to be
perform in order to accomplish a particular task. This support employee in performing their
operations effectively by providing them an information regrading the step by step execution of
activities. The main reason behind revising and reviewing the SOP for improving the
performance of White Lion staff member is that it help in breaking down complex task into easy
steps that are in synchronise way (Cramer, 2013). So employee get aware about the role and
responsibilities which minimise the risk of error and improve the quality of work.
As there are many changes which are taking place in Hotel industry, so managers of
Hotel White Lion has to form activities which is significant and relevant in attaining long term
sustainability. There are many competitors in hotel sector, so it is essential to analyse
competitors policies, pricing strategies, consumer behaviour, etc. This helps to perform
operations according to external market and maintain good bar and image in industry. While
performing operation, managers of Hotel White Lion has to analyse changes standards of
working and actions through which consumer's health does not harm. When managers take care
of these factors, then workers are also aware about quality of services delivered to consumers.
But in order to ensure that the SOP could be followed effectively it is essential for the
manager that it must properly plan the cation to be taken and in which sequential manner. Apart
from this it must also focus toward properly communicating the employees regarding their roles
and responsibilities which help in improving their performance.

Training and communication techniques
The White lion hotel is facing certain issues related to hygiene, cleanness, safety etc. due
to inefficiency in employees work. The services are reduced in organisation to increase them it's
essential for manager to provide certain training to employees and effectively communicate
objectives, ideas etc. so that issues can be resolve (Razalli, Abdullah and Hassan, 2012). The
training techniques used by organisation to increase the efficiency are;-
 Instructed Led training:- It's a process in which employees are trained to certain
presentations, videos, role plays etc. are techniques used by organisation. If training is
provided efficiency of employees will also increased. Through role plays employees will
understand way to serve services to their customer through which safety, hygiene will
maintain in organisation.
 Interactive method:- In this method is used to make them involve in training session and
check how much they gain through training or through induction. The quizzes, group
discussions activities are used to make them motivated. Computer based training:- This technique is used to provide them more real view of
services in every aspect so that efficiency will improve in organisation and organisation
will face growth and issues are also being solved.
Communication techniques are used to provide effective services are:-
 Non-Verbal communication:- The organisation can use verbal communication
techniques to them as make them more clear about issues they are facing due inefficiency
in employees (Nallusamy, 2016). Through verbal they understand this concept briefly.
 Verbal communication:- In this techniques manager try to communicate through oral
language. As to make more understand through role plays and discussions.
The training is very important to provide, as to make employees more efficient in every
aspects. The training need prioritised otherwise it will very much difficult for them to understand
issues. The first induction are required to provided, then certain activities are conducted in
between session, computer based training are provide and last certain tests are conducted to
evaluate them. Through this problem will solved in organisation.
Maintenance of standards
There are some standards which has to be maintained in preparing and serving food. In
Hotel White Lion, there is some issues in quality of food items, so it is responsibility of food

and beverages managers to plan operations for keeping proper sanitization, personal hygiene, etc.
This can be checked by superior authority so corrective actions can be taken to get positive
impact (Gould, 2013). There are some measures with the help of which managers of Hotel White
Lion to ensure regarding quality of services-
Regular inspection of kitchen areas, dinning areas and restrooms- Firstly to level
managers of Hotel White Lion has to regularly analyse changes which is significant for
becoming sure related to cleanliness, quality of products used in cooking, etc. This helps to
provide best quality eatables to consumers and while preparing proper check has been done.
Guidelines for staff maintaining personal hygiene- There are some guidelines related to
personal hygiene of employees which has to be followed by managers of Hotel White Lion. This
helps to maintaining proper working standards at hotel and possibilities of contamination in food
items is less. With following these guidelines it is easy to maintain hygiene of cook and serving
staff so it is easy to get resolved with issue faced by Hotel White Lion.
Proper sanitization of kitchen equipments- Cleanliness of utensils, cooking equipments,
etc. are required to be clean at regularly. This helps to maintain hygiene factor while cooking
food (Ford, Henderson and O'Hare, 2014). Possibilities of physical contamination is less which
helps to maintain quality of food products.
Develop checklist for restaurant hygiene- There are some basic hygiene factor within
Hotel White Lion. Checklist such as wearing hair cap, gloves, clean apron, etc. are part of
hygienic factor which helps to maintain quality of working. These checklist must be
communicated to workers, so they are aware about policies which has to be followed. So while
cooking, serving and preparing food is must in appropriate manner.
Ensure proper ventilation- Ventilation at hotels are performed in effective and relevant
manner. At kitchen of Hotel White Lion, then it is responsibility of managers at Hotel White
Lion to make sure about proper temperature, so food items does not rotten. This helps to provide
appropriate quality food to consumers.
With the help of these strategies, it is easy to make changes in working style which is
significant and relevant for getting changes according to change in external market. As there is
negative feedback from the prospect of consumers, so in order to deal with them, with proper
monitoring and conclusion it is easy to overcome with quality issue to consumers (Zhang and

Bhatt, 2014). Managers of Hotel White Lion has to take actions through which they can take
measures to monitor business operations and taking actions to get positive impact.
With proper monitoring, it is easy to maintain employee relations which is make changes
in business operations which is significant for maintaining quality of products and services. With
monitoring quality of products and services can be maintained. This helps to maintain good
brand image of White Lion in industry. When consumer get good quality products, then there is
word to mouth promotion which is cheap and free of cost. This is the most effective and relevant
way to maintain good brand image and regain brand value of Hotel White Lion in industry.
Training of employees
There are different training methods which helps to perform business operations
according to change in legal laws. There are some essential training and learning programs
which has to be followed by managers of Hotel White Lion which helps to make changes
working style which helps to improve performance. It is essential to provide training to
workforce which is part of their regular work. Such knowledge related to food safety, labelling,
etc.
What procedures must follow
For effective cleanliness, White Lion should follow procedures in regards for ensuring
the clean environment, food safety and temperature inside of the hotel outlets (Blaauboer and et.
al., 2016). The described procedures has been through tabulation presentation:
Procedures Actions plan/Equipments Expected outcomes
Cleanliness White Lion must focus on
clean environment through use
of clean agents such
dishwashers or floor cleaner to
ensure removal of bacteria for
customer health. Vacuum
cleaner is necessary to get
rapid clean response.
White Lion will get cleanliness
more than expectation to
ensure no infective bacteria
will be there. Also,
environment will remain
protected and healthy.
Temperature Equipments such as room Temperature will controlled in

based electric thermometer
will be use to measures inside
temperature to control it. The
expectation here is regarding
consideration of room
temperature or slightly upper.
accordance to outer conditions.
Also, environment will be
suitable to breath properly and
ensure higher level air
purifications.
Cross-contamination Dish cleaning, hygienic
measures such as non-usage of
old food products and air
purification inside White Lion
will be used.
Through dish washing, food
will be protected and also
worked as nutrition factor. By
the use of air purification
system, bacteria inside air of
White Lion environment will
be cleaned.
Legal and regulatory requirements which need to be considered in F&B preparation
In order to improve the performance of its food & beverages staff and quality of services
it is very essential for a White Lion to work over improving the preparation and serving of food
within restaurant (Edith and Ochubiojo, 2012). This can be done by following the several Act
that has been formed by government regarding the preparation of Food & Beverages:
 Food Safety Act 1990:- This law focuses over providing the guidelines that must be
consider by a food business in order to provide food that doesn't involve anything that
may affect the health of consumer. Food Safety Act 1990 ensure that prepared food does
not compromise with a person's health. This law su
 General Food Law:- This law consists of certain standards that guide the major factors
that must be consider by a food business. General food law provide an assurance that the
quality of material used for food preparation is good. The White Tiger restaurant must
use the material or ingredients required for food preparation that must contain the
information regarding manufacturing and expiry date.
By following these laws effectively White Lion will be able to provide food services as
per the standard fixed by government. This help in enhancing the quality of services and also
help in improving the brand image at marketplace (Kennedy, Plunkett and Haider, 2013). In case

when a restaurant doesn't follow this law then it may result into legal compliances that may
affect the goodwill of company and also leads to some legal actions from government.
In order to comply with these legal requirement White Lion provide regular training
session to its employees in order to develop some knowledge among them regarding several laws
and regulation related to the food & Beverages industry (Mattarozzi and et. al., 2017).. In
addition to this it also formulate policies by considering all the laws and legislation as the strict
guidelines that are involved in regular operations. These actions help in improving the quality of
operations performed within the restaurant that meet all the standards fixed by government
related to Food & Safety. These improved practices also support White Lion restaurant in
providing high standard services that leads to maximum customer satisfaction.
What happens if they are not followed
If accidents such as whether related to health or any physical happening, accomplished
name of White Lion would get effected with chances of future loss. Also, customer's trust and
belief over White Lion will either go or they are vanished hotel business of White Lion. If proper
food safety measures have not be taken, simply, this would killing game with customer's either
their health effects or any physical issues would raised. White Lion needs to ensure that proper
action or measures will be taken to stop happening such.
Discussion of critical control points and HACC
Critical control point is defined as a process of which the control can be applied and can
be used to prevent or eliminate a food safety hazard and to avoid the risk of prosecution of White
lion (Lyons, Vidamour, Jain and Sutherland, 2013). In addition to this it also helps in reducing
the food hazard up to an acceptable level. Some of the example of CCP is cooking, chilling,
nitrite or cure additions and metal detection. So as per this critical control point manager of
White lion must ensure the reduction and elimination of all such critical control point of
organisation.
Therefore hazard analysis critical control point (HACCP) is term to be one of the
effective way to assure about food safety right from harvest till consumption level of point. In
addition to this the main goal of HACCP is to prevent problems from occurring and to avoid the
risk of prosecution, so its is the best techniques which can be used by White lion so as to prevent
food safety. Moreover there are seven principles which are used in developing HACCP plans and
they are basically hazard analysis, critical control point identification, establishing critical limits,

monitoring procedures, corrective actions, verification procedures, record keeping and
documentations. Furthermore, under such system if there take place deviation which will indicate
that control has been lost then appropriate steps can be taken by White lion so as to re-establish
control on time. Thus, it will helps in assuring that potentially hazardous goods do not reach to
the consumers.
In addition to the above White lion should also ensure that all the above mentioned seven
principles needs to be standardized to render uniformity in training (Nasaruddin and et. al.,
2012). Thus, overall it can be said that in order to implement the HACCP program successfully
and to avoid the risk of prosecution management of White lion must render full potential and
commitment to make use of HACCP approach.
Recommendations
From the above analysed information it can be recommended that White Lion Restaurant
must provide training to its employees in order to enhance their quality of services. It must also
focuses over application of food & beverages related laws as well as standards provided by
government. Apart from this it also keep on updating their policies as per the changes happen in
external environment. In addition to this restaurant must also try to ensure that standards must be
implemented across all the F&B related activities.
CONCLUSION
From the above report concluded about the importance and challenges of operation
management by using Transformation model and it link with the effectiveness of the customer
satisfaction. Training and communication technologies are defined to familiar with the
procedures and along with SOP continuous improvement are explained. Use of communication
technologies such as social media and discussion about customer retention, customer reviews,
word of mouth are described. Importance of training, need of legal or regulatory requirements in
food safety, allergens and menu requirements are defined. Legal acts and their impact on F&B
industry and their importance are critically evaluated. Legal requirements such as training,
monitoring, external bodies that make contribution to customer experience are also maintained in
the assignment.

REFERENCES
Books & Journals
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practices. CRC Press.
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