Report: Managing Food and Beverage Operations - Hospitality Module, UK

This report examines the food and beverage industry, focusing on various aspects of its operations. It begins by exploring different types of businesses within the sector, such as hotels, fast food chains, and restaurants, and analyzes their advantages and disadvantages. The report then delves into national and international rating systems, including Scores on the Doors, AA Rosettes, and Michelin Stars, to assess food hygiene and quality. Current and future trends, like online food ordering platforms and the increasing use of technology, are discussed. Furthermore, it outlines professional food and beverage management skills, such as leadership, organization, and customer service, emphasizing their importance in organizations like Hilton Hotel. The report also covers legal requirements and standards, including the Food Safety Act 1990 and hygiene practices. Factors influencing consumer decisions, such as outlet strategies and customer satisfaction, are analyzed. The report concludes by summarizing the key findings and providing a comprehensive overview of the food and beverage industry's operations, trends, and management practices.

Managing Food and Beverage
Operations

Contents
INTRODUCTION...........................................................................................................................3
P1 Exploring different types of businesses within food and beverage industry.........................3
P2 Explaining different rating systems used nationally and internationally used in food and
beverage industry.........................................................................................................................5
P3 Discussing current and future trends affecting food and beverage industry..........................6
P4 Demonstrating professional food and beverage management skills within organization......7
P5 Explaining legal requirements and standards that outlets must comply.................................8
P6 Comparing and contrasting different operational and marketing technology for businesses 8
P7 Investigating factors influencing consumer’s decision on choosing outlet............................9
P8 Analysing strategies used in outlets for attracting customers..............................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Food and beverage industry is one of highly competitive industry which provides ample
of services to customers. Present deals with Hilton Hotel which is a giant in hospitality industry
and requires that quality services must be provided. The report will discuss types of businesses in
hospitality sector along with different type of ratings which are imparted nationally and
internationally for clarifying quality of services of firm. Current and future trends in the food and
beverage industry will be discussed. Furthermore, professional management skills required in
organization will be explained in the report. Various standards related to food are also discussed
which firm must comply with. Factors that influence customers to make decisions to choose food
outlet will be enumerated. The strategies which business should employ to attract customers and
attain sales are discussed and make customers loyal towards it.
P1 Exploring different types of businesses within food and beverage industry
S.No Sector Description Advantages Disadvantages Example Employer
1 Hotels It is a paid
lodging
provided to
customers
on short-
term basis.
The services
provided by
them are
quality
mattress
with beds,
dresser,
refrigerator,
TV and
bathrooms.
Hotels also
provide
room
services and
food
services are
provided by
it
(Ciriminna,
Meneguzzo,
Delisi and
Good
teamwork,
presentable
personality,
good entry
level job
positions,
large number
of jobs etc.
Fairly long hours
of job, expensive
accommodations,
and average pay
scale.
Intern Continental
Group Plc. Website-
ihgplc.com
It operates in nearly
100 countries having
5431 hotels and
809889 rooms.

Pagliaro,
2017).
Swimming
pool, gym
facilities are
also
provided.
2 Fast Food The fast
food
industry
provides
food items
like
hamburger,
hotdogs,
fried
chicken and
many other
meals to
customers
by paying
for the
same.
Less time is
needed to
cook food,
cheaper than
other
alternatives,
Career
development
field
Unhealthy as
higher amount of
fat, salt and
additive are
present. Long
hours of work
Leon Restaurant.
Website- leon.co It
operates its business
in UK and
Netherlands.
3 Theme
Parks
It is a place
which has
various
attractions
such as
rides, roller
coasters,
water rides
etc
(Santoro,
Vrontis and
Pastore,
2017).
These are
enjoyed by
children,
adults and
teenagers by
paying entry
fees.
Learning and
development,
prestige and
higher
growth
prospectus
Not sociable
hours of work,
poor pay scale
etc.
Alton Towers, UK.
Website-
altontowers.com
4 Restaurants It is a place
where food
is prepared
Career
advancement
is achieved,
Long hours of
work and low
morale among
Ledbury Restaurant.
Website-
theledbury.com

and served
to
consumers
by
exchanging
with money.
Take-out
and food
delivery
services are
also being
offered by
it. Alcoholic
beverages
are being
sold.
pay scale is
good and
growth is
attainable.
employees due to
continuous work.
5 Contract
Catering
Catering is
providing
food at a
remote area,
at an event
or park or in
aircraft.
There is
wide range
of food
items being
offered by
it.
Opportunities
to broaden
career in
other sectors,
learning and
development.
Pay scale is low,
tedious working
hours
Top Hat Catering,
UK. Website-
tophatcatering.co.uk
6 Prison
Catering
Services
The meals
are provided
to prisoners
in jail by
onsite
catering
company.
The services
offered are
cheap in
comparison
to other
customers
(Long,
Looijen and
Blok, 2018).
Sociable
working
hours,
learning and
development
Low pay scale,
low career
growth.
Clink Charity, UK.
Website-
theclinkcharity.org
7 Hospital The catering Career Unsociable OCS Group UK.

Catering
Services
services
such as diet
food, low
calorie food
to patients
in hospitals
are provided
by them
leading to
satisfaction
level of
patients.
advancement,
Good pay
scale.
working hours. Website- ocs.com
8 Full service
restaurants
Large
variety of
goals food
menus are
available
Employment
is good,
career
advancement
Long working
hours
Zizzi
Website- zizzi.co.uk
9 Fine dining They have
specific
menu which
attracts
customers
Career
advancement
Low pay scale Adam’s restaurant
Website-
adamsrestaurant.co.uk
10 Branded
restaurants
Usually are
for higher
income
people and
fine food is
provided
Good salaries Long hours of
working
Prezzo Restaurant
Website-
prezzorestaurant.co.uk
P2 Explaining different rating systems used nationally and internationally used in food and
beverage industry
The various rating systems which are provided internationally and nationally are as follows-
Scores on the doors-
The stores on the doors are used to rate restaurant for identifying level of food hygiene.
FSA (Food Standard Agency) decided to approve 6-tier system which is known as FHRS (Food
Hygiene Rating Scheme). 0 is provided for urgent improvement necessary, 1 stands for major
improvement necessary (Davis and et.al., 2018). On the other hand, 2 stands for improvement
necessary, 3 is for generally satisfactory, 4 is good, whereas, 5 is very good. Thus, with the help
of these ratings system, food hygiene is inspected.
AA Rosettes-

It is another important rating system which inspects restaurant’s food for making analysis
that hygiene and food quality is up to the mark or not. It has star ratings from 1 to 5 showing
standard quality for hotels, accommodation and self-catering. On the other hand, it also assess
and rate accommodation which falls under Common Quality Standards (CQS). Thus, these
ratings are provided to hotel and restaurant and customers can effectively make a choice.
Michelin Stars-
Michelin stars are rating system used by Michelin guide for grading restaurants on their
quality. There are three types of stars which are provided to grade hospitality sector. One star
effectively stands for a very good restaurant, two stars are offered for excellent cooking that is
worth a detour. Three stars signify exceptional cuisine that is worth a special journey. These stars
are provided for judging restaurant’s food quality.
Hotel Stars-
The hotels are graded on the basis of five stars starting from 1 which is lowest and 5
which is one of the exotic hotels. One star signifying basic need are met and moderate price
attracts people (Huang and et.al., 2017). Two stars have good furnishings and facilities are given.
Three stars provide spacious accommodation, good rooms, pools are offered. Four star provides
front desk service, bellhop service, parking facilities and are located at major attractions. While,
five stars are imparted to high-class hotels providing high degree of personal service,
accommodation etc. Prices are more of five star hotels.
P3 Discussing current and future trends affecting food and beverage industry
The food and beverage industry is highly competitive and organizations are planning and
implementing new tactics to lure consumers so that sales can be accomplished in a better way.
The current trend in food industry is affecting whole industry. Uber Eats which is an online food
ordering and platform which provides food to customers at their home when order is made by
them. The working is simple as people can read menus on their phone, order and pay from
participating restaurants from Uber Eats app. They have option to give tip at delivery. The app
effectively detects location of customer and then displays restaurants which are open at that time
and closed ones are separated beforehand.
Meals are delivered by taking cars, bikes or on foot for shortest distance. When order is
placed, consumer gets notified with regards to total price of meal added with delivery fees.
Consumers can track their orders and as such, food is delivered to them. Thus, in the future,
more development will take place leading to offer variety of services to customers at their
doorstep in effectual manner (Colchero and et.al., 2017). On the other hand, food sustainability
and corporate responsibility is increasing and firms are providing food by keeping in mind
environmental safety. It can be analyzed that there will be robot waiters in increasing number
which will serve food to people in the restaurant based on pre-planned mechanism. Owners and
firms have started using robots as waiters so that food can be delivered without involvement of

physical waiter and as a result, faster delivery of meals can take place. Hence, it can be said that
robot waiter system in restaurant will evolve at a higher pace and customers can take effective
services. Moreover, Uber Eats will also expand in coming future making its presence in more
markets so that people can order food at their convenience.
P4 Demonstrating professional food and beverage management skills within organization
Hilton Hotel is one of the leading luxurious hotel of UK. Food and beverage management
skills are of much importance. There are various skills which must be possessed by manager and
are as follows-
Leadership skills
The leadership skills must be possessed by food and beverage manager so that he may be
able to effectively motivate workers in achieving group goals and Hilton Hotel can accomplish
set objectives. He has to communicate standards to staff for cooking, give orders and talk with
customers. He makes sure that staff is trained with newer food techniques and healthy standards
are followed by them (SKILLS YOU NEED TO SUCCEED AS A FOOD AND BEVERAGE
MANAGER. 2018).
Organization skills-
This skill is essentially required because to organize food is difficult task. Moreover, it is
manager which looks out for labor, beverage costs, working and cleaning schedules etc. He also
has the talent of who has to be hired or not. Training manuals and induction process are to be
followed in order to understand what items are right or correct for operations.
Consumer service-
The customer service is an important part in Hilton Hotel as it offers variety of meals to
people and consumers have to be satisfied so that people may frequently visit to hotel and sales
could be increased in a better way. It is required so that he should be friendly and courteous so
that they become happy and visit at regular intervals.
Discipline-
It is required that food and beverage manager should be disciplined and approach in that
manner by which constant and top quality services can be provided to customers in the best way
possible. It intakes discipline to be punctual and to pursue needs of clients. This helps to Hilton
Hotel to attain higher profitability can be accomplished (Bayona-Saez and et.al., 2017).
Humility-
It is an important professional skill which food and beverage manager as he should be
humble so that more and more people will visit the restaurant and sales could be achieved.
Hence, by this attitude, customers get attracted to hotel.

P5 Explaining legal requirements and standards that outlets must comply
The main agency in UK which regulates FSA (Food Standard Agency) which provides
the way by which business has to incorporate changes in getting quality food to be eat by people
in effectual manner. Food Safety Act 1990 which inspects that food should be of top quality and
businesses do not include in anything in meal and treat food in any manner which would damage
health of people eating the same. Food should be labeled, advertised and not anything shall
falsify it.
In relation to this, maintaining and cleaning of equipment is required to be kept by Hilton
Hotel. Making sure that staff washes their hands before handling meals. Cleaning and
disinfecting food areas and equipment in between tasks particularly when raw food is handled.
Using cleaning and disinfection items as per manufacturer instructions. Disinfection items must
met BS EN standards, check labels of either of two codes BS EN 1276 or BS EN 13697.
According to FSA, all items, fittings and equipment that food touches should be
effectively cleaned and necessary disinfected, if fear of contamination takes place. In good and
repaired condition, equipment should be kept (Food Hygiene: A guide for businesses booklet.
2018). It must be installed in a way allowing cleaning of equipment and surrounding area as
well. Moreover, fitted with appropriate control device. If a chemical additives have been used or
to be utilized for preventing corrosion of equipment and containers must be accordingly used in
practice. Hence, it is required that Hilton Hotel engaged in hospitality sector should follow and
comply with these standards and legal requirements so that it may be able to carry out
operational activities in the best way possible. Moreover, it will also earn good quantum of
profits by delivering hygienic food to consumers. If it does not follow all requirements, then
operations can be hindered and consumers may lose confidence.
P6 Comparing and contrasting different operational and marketing technology for businesses
Operating technology
Payment technology has become part of payment mechanism of hospitality industry up to
a high extent. It can be analyzed that there are different payment systems which are used by
Hilton Hotel in order to make payments to parties and also take money from customers by
providing them with necessary services in exchange of money. The technologies such as debit
card, credit cards, internet banking, mobile banking, POS (Point of Sales) are some of payment
technologies which are used instead of giving cash (Wood, 2018). These are used by hotel as
they are quite secure and easy access cannot be taken as it is secured with password. Thus,
payment technology is used firm either to make payment to suppliers of raw materials or to
receive payment from customers as they avail services.
Marketing technology
Social media is one of the modern ways of attaining wide attention of people being
present at various social media channels. Hilton Hotel is benefited as promotions regarding

discount on visiting for specified time period, any offer can be posted on social media channels
and marketing activities can be achieved through this within quick time. Channels such as
Facebook, Twitter, Instagram and Tumbler are utilized by organization in order to lure customers
and avail services in the best way possible. It can be assessed that by using this marketing
technology, firm can easily save expenses made on traditional marketing and also it is a time-
saving technique. Thus, advertisements are posted on these channels and firm is able to
accomplish sales in a better way as promotions are done with ease (Raikos and Ranawana,
2017). Hence, digital technologies have helped hospitality firm in attaining benefits quite
effectually.
P7 Investigating factors influencing consumer’s decision on choosing outlet
There are various factors which influences customers decisions in choosing outlets which
are as follows-
Price-
It is one of the major factor by which customers decided whether to eat food or not. This
has major influences as outlet has expensive food, then customers will not get influenced to eat
food as they will attract to other outlets. Thus, it is required that prices should be affordable so
that consumers may visit restaurant and sales could be increased.
Quality-
Quality is another factor which impacts decision to eat food. If outlet provides quality
food even at higher prices, then also customers will visit as they have perceptions that high price
generally offers high quality food. Thus, food quality leads to choose people to effectively eat
food in outlet.
Type of restaurant-
The type of restaurant is another factor as different perceptions and demands. Some likes
environment of outlet, while other likes restaurant which provides them with additional value-
added services. Moreover, some prefers dining in soothing music. Thus, it can be said that type
of restaurant has major influence on people (Caraher and Perry, 2017).
Speed of service-
The services should be provided in a fast manner as it has better impact on customers. In
relation to this, it can be said that where food services are fast, people likes to visit more
frequently. If services are not speedy, then customers do not visit restaurant. Hence, it is needed
that speedy services should be offered so as to attain loyalty of customers in a better way.
Location-

This is another reason which impacts customers in getting attracted towards restaurant in
the best way possible. If outlet is situated in a heart of city and located at major attractions, then
people will get influence. This will provide firm will with increased revenue as people will come
(Freire and et.al., 2017). On the other hand, if location is not good and within main city, then
customers would not visit leading to decreased in sales.
P8 Analyzing strategies used in outlets for attracting customers
The strategies which effectively influences customers and they get loyal are as follows-
Brand positioning-
It is one of the crucial strategies to effectively make customers attract towards outlet. If
outlet is offering UK food, then it should offer Mexican food also which will position brand in
the best possible manner (Popkin, 2017). This is because people will eat both types of food and
strategy will work quite effectually.
Packaging-
People attracts when food is packed in stylish manner. It is required that basic logo
should be designed on the menu card. Moreover, if any drink is served which is packed, then also
it should have proper packaging and designing so that customers may attract and logos have
strong impact on them.
USP (Unique Selling Point)-
Biggest strategy is to offer customers which are not provided by other businesses. USP is
main thing which sets aside outlet from other. Something new should be offered to customers so
that they may easily attract towards it. Baskins and Robbins stands uniquely as it introduces new
flavors every month and customers get attracted.
Social media marketing-
It has become quite amazing strategy of modern times to lure customers and promotes
products in the best way possible. By providing advertisements on the social media channels
such as Facebook, Twitter, Instagram and other related channels are quite useful for promoting
restaurant best possible manner (Backholer, Blake and Vandevijvere, 2017). People click
pictures of food and post review of food with outlet. This enhances marketing activities which
are quite important for attracting present generation.
Festive offers-
Festivals and several other occasions can also serve as major strategy to attract customers
and earn profits as sales are increases. Even without hosting any events, outlet can offer
discounts on items and then lure customers in effectual manner. This helps to earn revenue and
procure more number of customers.

CONCLUSION
Hereby it can be concluded that food and beverage industry provides variety of services
to lure customers. They attract people by offering with ample of services which create sense of
loyalty among them towards organization. This effectually helps restaurants to earn desired
amount of profits. Hilton Hotel also deploys superior quality services and attracts customers with
exotic services. Additional services are also provided which procure guests towards it. The
outcome that can be generated from this report is that food standards such as imparted by FSA
are required to be followed in order to carry out operations. The cleaning and hygiene are
important elements in hospitality industry which needs to be taken with much care. It is required
that superior services should be provided for better ratings.
REFERENCES
Books and Journals
Davis, B. and et.al., 2018. Food and beverage management. Routledge.
Huang, H.W and et.al., 2017. Current status and future trends of high-pressure processing in food
industry. Food control. 72. pp.1-8.
Colchero, M.A and et.al., 2017. In Mexico, evidence of sustained consumer response two years
after implementing a sugar-sweetened beverage tax. Health Affairs.36(3). pp.564-571.
Bayona-Saez, C. and et.al., 2017. Open innovation in the food and beverage
industry. Management Decision. 55(3). pp.526-546.
Wood, R. C., 2018. Strategic questions in food and beverage management. Routledge.
Raikos, V. and Ranawana, V., 2017. Designing emulsion droplets of foods and beverages to
enhance delivery of lipophilic bioactive components–a review of recent advances. International
Journal of Food Science & Technology. 52(1). pp.68-80.
Caraher, M. and Perry, I., 2017. Sugar, salt, and the limits of self regulation in the food industry.
Freire, W.B and et.al., 2017. A qualitative study of consumer perceptions and use of traffic light
food labelling in Ecuador. Public health nutrition. 20(5). pp.805-813.
Popkin, B. M., 2017. Relationship between shifts in food system dynamics and acceleration of
the global nutrition transition. Nutrition reviews. 75(2). pp.73-82.