Restaurant Field Research Report - DAL, Unit 9, 2018-2019

This report presents a comprehensive analysis of restaurant field research, focusing on food production systems, customer expectations, and resource management strategies within the hospitality industry. The research examines three restaurants, Bennett Hay, Led Burry, and Hazey, evaluating their designs to meet customer and business needs, including aspects like customer service, food quality, and financial planning. It delves into various food preparation and production methods such as conventional, centralized, cook-chill, cook-freeze, and sous vide, comparing their advantages and disadvantages. The report highlights the influences of production systems on food preparation, emphasizing the importance of key principles for planning, identifying hazards, and managing resources efficiently. It further provides recommendations for standard operating procedures (SOPs), including quality control, preventive maintenance, and inventory tracking. The report also explores effective resource management techniques, such as planning, systematic approaches, and the use of technology. The evaluation of business outcomes is also included.

RUNNING HEAD: RESTAURANT FIELD RESEARCH
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Restaurant Field research
Report
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RESTAURANT FIELD RESEARCH 1
Task: 1
Part: 1
In restaurants, customers play a major role in the operations of the company. The Total Quality
Service (QTS), customer experience and dining familiarity are playing major role in the
hospitality industry. This report is on the three restaurants, Bennett hay, Led Burry and Hazey.
Hazev is one of the famous restaurants of the London. Bennett Hay of the large restaurants of
London and located in the 20 East Bourne, Paddington, London W2 6LG, UK. Restaurant
operations majorly important in the catering service and offers bespoke support services for
hospitality. The Led-bury restaurant located in the Ledbury Road, Notting Hill, London, and it's
a head chef is Brett Graham.
Designs to meet customer and business expectations
Customers: Customers majorly focus on the quality and ambiance of the restaurant and hazev
restaurant provides classic cuisine of Anatolia Bennett hay has a different design to meet the
customer’s expectations such as openly discuss solutions, provide clear timelines, be
transparent and honest, and remain optimistic but realistic, follow-up regularly. Openly
discuss solutions is one of the methods of the Led-bury restaurant to give solutions to the
potential problem of the customer support teams. Led burry glitches and bugs in the B2B
software can create a problem for the customers so the company adopted the design to providing
clear timelines. Transparency and honesty is an efficient design of the company, which manage
the B2B customer expectations that affect the client’s ability to trust a company. Regular follow-
up of the teams in the restaurant is an efficient design method of the restaurant to handle the
customers (Beverly, 2019).
Business: The designs of Hazey restaurant to meet the business expectations include customer
service, food quality, marketing, employee development, and finances. Customer service of
Bennett hay is different from the others as it highly specific, measurable and track-able. Food

RESTAURANT FIELD RESEARCH 2
quality and marketing are significant for business expectations. Finances must utilize in a
productive manner.
Food preparation and production systems
1. Conventional methods
 Traditional methods
 Conventional production method
2. Centralized production methods
3. Cook-chill production method
4. Cook-freeze production
5. Sous vide
Conventional methods
Bennett hay Conventional food production methods in which production department purchase
the raw materials and workers store, cook and serve to the customers. The staff prepares the raw
ingredients for the meal services. The labor in the conventional methods is intermittent in nature
and rising to peak just before the meal. This method is expensive in nature and the potential
number of labor needed for system operating, equipment and energy requirements (Hendricks,
2019).
Centralized production methods
Led bury Centralized production methods include separation among the production and service
components. The major factor in the centralized production method is arranging food in place
and transferring food to another place. This method is more costly because of the transportation
charges (Considine, 2012).

RESTAURANT FIELD RESEARCH 3
Cook-chill production method
This method is used to utilize the quality of preserving food by storing on the temperature point,
zero degrees Celsius to three degree Celsius. The food before serving to the customers is
reheated immediately. This method is a very low cost because it only needs low capital
investment and minimum staff. This method is used by the Hazey restaurant because they have
high-volume institutional settings (Madriz, 2016).
Figure 1: Cook-chill production methods
Source: (Foodservice Equipment & Supplies, 2014)
Cook-freeze method
Bennett hay Special processes are needed in this method to assist the freeing with the
temperature of the -20 degree Celsius. There are some potential advantages of this method, there
will be no over the product and will be fuller utilization of the resources (Morley, 2019).

RESTAURANT FIELD RESEARCH 4
Figure 2: Cook Freeze method
Source: (Sinha , 2019)
Sous vide
Hazey Sous vide is a form of the cook-chill method, a combination of vacuum sealing in plastic
pouches. This method requires additional costs for vacuum packets and packing materials. This
method used by the Led-bury restaurant because requires high technology, which the restaurant
already has ( Marković, 2010).
Figure 3: Sous Vide System
Source: (Sinha , 2019)
Influences
The production system influences the design of a range of food preparation and production
systems. They reflect impacts on the purchase, housekeeping, maintenance, service, and kitchen
sector. For example, design of Bennett hay restaurants is to give fresh food to the customer in
order to meet the customer’s expectations but the cook-chill production method reheated the
food before serving to the customers, which is against the designs of the company. Production
systems implemented with the motive to use the resources in an efficient way but design to meet
the customer and business expectations, which created a gap for the business (Nazlina, 2013)

RESTAURANT FIELD RESEARCH 5
Comparison of food-production methods
Conventional method Cook-chilled methods
1. The ingredients are used fresh and
buy on a daily basis. The
ingredients, which are dry in
nature, placed in the dry
environment.
2. During the production procedure,
the restaurant cooks on the 70-80
degree Celsius in order to keep
the safety margin (Madriz, 2016).
1. The food is prepared on an urgent basis and
under the appropriate conditions so correct
temperature avoided by the Hazev.
2. In the cook-chilled method, after the food
preparation, it holds on the temperature of 3
degree Celsius for the 90 minutes.
Centralized method Cook-freeze method
1. The food prepared on the point of
service or in pre-portion in which
food is produced on the central
level that transferred on the
ready-to-serve state.
2. There is a separation of
production and service
components.
1. In this method, it is not produced on the
central level and produces in the special
processes with the temperature -20 degree
2. There is no separation between the
production and service components.
Critically evaluation
The three restaurants critically evaluation of food processing and systems can be understood by
the CCP (Critically Control Point). While applying the process and systems weighting of
ingredients is essential after and before the cooking process. Companies who have low capital
they should adopt the cook-chill production method. Hazy restaurant adopted conventional

RESTAURANT FIELD RESEARCH 6
methods because it has large capital for equipment’s resources. Food production and systems
designed to meet customer and business expectations. If the business is involved in the catering
business, it should adopt the cook-freeze method (Nichols, 2018).
Part: 2
Principles
Key principles and methods for planning food preparation and production are important for the
in the growth, processing, manufacturing and in the distribution of the different production
systems. There are seven principles that use in the preparation of food and production. The key
principals are identifying the potential hazards, procedures, and operational steps, critical limits,
corrective actions, and verification. Identification of potential hazards helps in to identify the
variances in the safety procedure and take corrective action on it. Procedural and operational
steps include processing, storage, transport, and harvesting to minimize the risk. Critical limits
keep under control the critical points in the food processing methods. If any barrier arises in the
planning of food preparation, corrective action helps to mitigate the barriers.
Examples
The food production systems methods are used in the restaurants must be used in an efficient
manner. For example, in the production process of the biscuits, the production lines variability
can be persuaded due to changing environment and variable processing units. The approach
helps in addressing the variability of time in the MTS and MTO. The processes increasingly
affected by the changing temperature such as in the production of the biscuits there are vastly
variable areas such as packing, aligning and cooling (van denvan den , 2013).
Recommendations
The main objective of the standard operating procedures is to help the employees to fulfill the
customer's taste and preferences and to gain the better and required quality of products. (The
restaurent times , 2019).

RESTAURANT FIELD RESEARCH 7
Recommendations to the SOP’s includes the tighten quality-control policies, preventive
maintenance, inventory tracking and training to the employees. The quality of food must be first
preference to the food companies and various tools and policies can be used to maintain quality
such as metal detectors and X-ray systems. Preventive maintenance maintains productivity in
food processing and prevents failure and inevitable accidents. Inventory tracking helps in the
fuller utilization of resources during the production process (The Queensland, 2019).
Task-2
In restaurants, customers play a major role in the operations of the company. The Total Quality
Service (TQS), customer experience and dining familiarity are playing a major role in the
hospitality industry. The three restaurants examples are Bennett Hay, Fox-low and Hazey. Hazev
is one of the famous restaurants of the London, and have a specialization in modern and classic
eastern Mediterranean cuisine of Anatolia prepared by the Turkish chefs. Hazev engaged in
collaboration with major restaurant groups such as TAS and HAZ. This restaurant attracts the
customers by providing customer’s choice of relaxed café and stylish and modern restaurant. Tea
and coffee in Turkish culture attract many consumers. Hazev is one of the famous restaurants of
the London, and have a specialization in modern and classic eastern Mediterranean cuisine of
Anatolia prepared by the Turkish chefs
Bennett Hay of the large restaurants of London and located in the 20 East Bourne, Paddington,
London W2 6LG, UK. Restaurant operations majorly important in the catering service and offers
bespoke support services for hospitality. The restaurant has a hospitality account from which it
booked the services and run the Food-Save program (Hazev restaurant , 2019).
The Led-bury restaurant located in the Ledbury Road, Notting Hill, London, and it's a head chef
is Brett Graham. The type of food restaurant offered in British Cuisine. The Led-bury become
the top ten restaurants in London. This restaurant holds two stars in the Michelin guide. In the
year of 2010 and 2011 this restaurant listed as a UK’s top restaurants in the magazine of
“National Restaurant Awards
The restaurant is a very fast-paced industry and managerial methods are very significant to
handle the business and customers. There are four effective ways to manage the resources in the

RESTAURANT FIELD RESEARCH 8
restaurant. There are different departments in the restaurants and every department use different
resources so coordination between the departments is very important for fuller utilization in the
resources (J Am Diet , 2010).
Figure 4: Managing resources
Source: (Avron , 2017)
Manage resources
The first step to manage the resources is planning and for the effective resource management in
the identification of resources that needed and time management of resources. There should be a
list of finalizing the resources and their time management. The second step to manage the
resources is to take a systematic approach in food processing. Setting a baseline where past-
performance is used for improvement and productivity. Targets and responsibilities are important
while managing resources. The company for efficient use in food processing must adopt
reporting procedures. The waste management team must check on the wasteful resources and
should try to recycle the resources. The restaurant reporting system includes training programs
and efficient use of systems such as a server, manager, and owner. Training sessions of
employees is important and discussing the restaurant policies is very important because resources
based on company, for example, catering business needs different resources (Transportation
costs) (Tetreault, 2018).

RESTAURANT FIELD RESEARCH 9
The next step to use the resources in the management uses technology. By using, the efficient
technology there will be no risk and minimize the mistakes of the staff power. There must be an
efficient allocation of resources to manage the resources in food production. The production and
service department must have a communication channel to discuss the need and usage of
resources (Saeideh, 2014).
Determination of resources
Food production operations include different activities starting from the purchasing raw material,
cooking food and keeping inventory for the raw materials. To decide the future policies
evaluation of business outcomes is very important. The resources that require to delivering a
consistent, safe and timely food production operation, establish routine maintenance checks on
equipment of food production systems. Finance resources are needed for regular repairing of the
equipment in the production systems. Evaluation tools must use by the district manager and
supervisor. Up-gradation in the systems of the production with the new technology helps to
deliver a consistent, safe and timely food production operation (Saeideh, 2014).
Procedures
The customer and business procedure Processes and procedure to utilize the resources in
operations helps to provide innovative and technologically advanced products and services with
decreased budgets. Demand management process gives high-value work with available resource
capacity and delivers the resources in a planned way. The time tracking process is a procedure
that tracks the use of resources with the planned and actual effort. Time tracking process gives
the idea to the manager that where resources are utilizing. Food production systems need time
tracking system for better time management. Reporting on time procedure asses the performance
of resource and develop future planning (Tetreault, 2018).
Example
Hygiene is one of the major factors in the food industry so all restaurants must maintain it on a
regular basis. The example of SOP’s is Handwashing, which includes some steps, firstly the
cooking department must check the quality of raw materials such as vegetables is fresh or not.

RESTAURANT FIELD RESEARCH 10
Before starting the production process apply soap from the dispenser and should discard the
paper towel in the trashcan (Hazev restaurant , 2019)
Task-3
The Led-bury used different approaches to monitor food production. Restaurant internal
operations are complex nature and very tough to handle. Monitoring is important from the
manufacturing process to the finished product. CCP (Critical control point) is one of the best
methods for monitoring food production in the restaurant. The Led-bury adopted CCP
monitoring system to ensure food safety in the production. Food safety is significant for food
companies because customer’s health safety is a major concern of the company. The Led-burry
adopted GMP or prerequisite programs for the monitoring purposes that ensure compliance, for
example, allergenic materials must be stored separately from the non-allergenic materials
( Suomi Oy, 2017)
The employees perform the monitoring activity in the Bennett hay and Hazey restaurant so the
company provides monitoring sessions to the employees of the company. The monitoring
sessions include on-the-job practical institution, group training or online training.
Documenting the system is the easiest way of monitoring the food production and processes so
The Led bury drafted the document form the manufacturing process until the finished product.
HACCP monitoring method: In this method, the manufacturing process monitored the raw
material quantity and time management written in the monitoring draft. Serving and taking
orders monitoring is also written in the report. The HACCP monitoring implemented by the Led-
bury to evaluates the strength and weaknesses of the food production and processes (Sinha ,
2019).
Variances
Variance means lost and gained in inventory for a specific period of sales and physical stock at
the start and end of the period. The identification of variances in safe and efficient operation can
be performed by the risk assessment. The risk assessment helps to identify the variances in the

RESTAURANT FIELD RESEARCH 11
safe and efficient operation. It states the differences in the operations and suggests the corrective
action on it (Madriz, 2016).
Deviation
The possible effects of deviations to establish processes and procedures as it affect the customer
and business at some time. In the critical control point, processes the managers set the critical
limits that create communication problems between the different departments of the restaurants.
The major deviation that arises in the restaurants it failed to meet the critical limits, which is set
by the management. The critical control point analysis needs time investment that creates
deviation for most restaurants. The critical control point analysis hinders the growth of
management by putting some limitations (Madriz, 2016).
Comparison
The HACCP and CCP monitoring method are implemented in the production methods. The
HACCP model is mainly to identify the hazards in the restaurants that likely to cause harm to the
production systems and operations of management. The critical control point is to accurate
record for the future and verification. HACCP provides a good manufacturing process and CCP
helps to identify the critical limits in the manufacturing process (Noorwali, 2016). HACCP is
used for the hazard analysis and CCP is used to determine critical points in the production
systems and procedures. HACCP and CCP efficiently identify the potential variances such as
changes in prices and deviate from requisite cooking times and temperature for raw material
foods. HACCP and CCP dealt the variances through record-keeping procedures, procedures for
verification and monitoring points (J Am Diet , 2010).
Example
HACCP helps to establish monitoring procedures in the operations of restaurants and manage
preset plans in case of any deviation. For example, if the raw chicken in not heated up or cooking
on the 165 degrees F so before serving to the customers it requires to heat up on 165 degrees to
save the customers from illness. In the case, cooling food does not meet with cool-down time it
would be rejected and discarded. The monitoring procedures of HACCP system will identify
when the critical limit is not met (Considine, 2012).

RESTAURANT FIELD RESEARCH 12
The example of CCP in food production is cross-contamination and segregation, allergen
management and cooking, reheating, thawing. This helps in the mitigation of the cross-
contamination problem during the food production systems.
Recommendations to SOP’s
 Identify the weak areas in the organization and make the preset plan for those high-risk
areas of priority.
 Explain the efficient use of SOP’s in the management and for the constant use encourage
the staff about the product quality.
 The result outcomes of product quality must determine on the basis who is performing
and how the record is used.
 Selecting quality control experts in the food production system is the most significant
recommendation to the SOP’s that check every product quality. Technical writers for the
assurance of product quality are significant (Beverly, 2019).
Variance
Variance means lost and gained in inventory for a specific period of sales and physical stock at
the start and end of the period. The identification of variances in safe and efficient operation can
be performed by the risk assessment. The risk assessment helps to identify the variances in the
safe and efficient operation. It states the differences in the operations and suggests the corrective
action on it (Avron , 2017).

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.
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