Food And Beverage Management Assignment On Customer Satisfaction At Bistro

Question

Task: For this assessment you are required to choose a food and beverage concept of your own. You will discuss a minimum of three (3) issues in developing this concept into a functioning F&B outlet. When making your choice, be mindful of viability of turnover to meet operating costs. The assumption is that setup costs have been met. See appendix 1 for a suggested range of issues. Drawing on academic literature, appraised against good industry practice, analyse trends in service, production and menu design appropriate to your concept. Examine the way in which consumer spending will maximise return on investment (ROI) along with customer satisfaction being monitored and maintained.

Answer

Introduction
The current food and beverage management assignment discusses about the food and beverage department which is one of the most important factors, which helps in enhancing revenues within the hotel industry. Products and services provided by the F&B department plays an important role in inculcating success for restaurants and hotels as it is mainly associated with improving customer satisfaction. However, in accordance with the current globalisation customer preferences have been changed adroitly. This study developed in the food and beverage management assignment will evaluate different factors that lead to customer satisfaction through the prism of Food Bistro Restaurant. The former mentioned student is an outlet of Dolphin Hotel, which operates both internally and externally.

Discuss issues that could be encountered with the concept
The F&B department of a hotel is associated with preparing, presenting along with serving it to the customers or visitors both on and off-premises (Mun Woo & Paek, 2019). Henceforth, it can be stated in this food and beverage management assignment that one of the main factors that this department has to focus over is the quality of the food and services. On the other hand, hygiene and cleanliness of the physical environment where the food is served plays an important role in terms of satisfying and attracting customers towards an association adroitly (Lodolo, 2020). However, in order to ensure that the physical environment where products and services are supposed to be solved is clean and hygienic enough evaluation of the effectiveness of lighting, heating and cooling along with rewiring and plumbing has to be made. On the other hand, adequacy of the ventilation along with analysis of the target market has to be discussed in the context of food and beverage management assignment. For instance, a proper understanding of the target market will help in forecasting sales, which can be used to provide services in order to meet organisational expectations accordingly. Additionally, ability of the restaurant in bearing expenses required for advertising the restaurant in remote places when compared to that of the present location can be considered to be another issue outlined in the food and beverage management assignment that could be encountered.

Evaluate how modern food and beverage trends influence customer perception of a food and beverage outlet and its concept
Globalisation and advancement in technology has inculcated changes within customer expectancies highly. In accordance with the data provided by the UK government, the food and drink industry is the largest manufacturing sector of the nation, which contributes almost £28.2 billion to the national economy. These service sector employees almost 4,00,000 people. Export data since 1997 to 2015 this sector has grown by 27%, earned it a name of the fourth fastest facilitating manufacturing sector with Hindi specified time. The business turnover of specified sectors has been 28% with growth in profit by 10% since 2010 to 2015 with 6% growth in employment. In comparison to all the manufacturing sectors present within the nation the growth in consumers has been higher than the 1%, which was experienced by all the other manufacturers. Analysing the above stated factor within this food and beverage management assignment it can be said that competition faced by various associations under this sector is apparently high (Fdf.org.uk, 2020).

In order to enhance the competitive advantage of any service sector, improvement of service and product quality is an important factor. However, as per the report named "Changing tastes" presented by deloitte.com the new preference of healthy eating considered during both informal and experimental dining is one of the factors that is highly affecting food and beverage trends. On the other hand, this report on food and beverage management assignment has also stated that customers are inclined towards food provenance and sustainability. In support of the former stated factor, it has been highlighted that present the customers preferred dining on their own turns. Henceforth, it is needed by the associations to optimise their location, provide services and facilities depending on the occasions file channelling with the customer base in a more connected and authentic way. On the other hand, preference of home delivery and brand loyalty are some of the main factors that affect the buying pattern of the customers. Therefore, it can be said that in order to enhance organisational sales Hotel Bristo will have to focus over providing healthy foods and beverages while arranging home delivery services. Alongside, the preference of premium-isation, which includes gourmet fast food along with indulgence trends are some of the factors affecting customer perception of Bristo effectively (Deloitte.com, 2020).

Evaluate the link between menu concept and menu mechanics. Problems and strengths identified; possible competition and/or opportunities identified.
The process of creating and understanding various customer-buying patterns, through verbal and visual psychology, which can be used in terms of formulating menus in order to gain maximum profit, is known as menu mechanics. However, the menu is simply a list of available products and services that are served by a restaurant. Henceforth, it can be said in this section of food and beverage management assignment that with the help of menu mechanics Bistro can sketch its menu in order to facilitate product sales along with establishing brand image in the market. On the other hand, while evaluating menu mechanics the specified hotel should focus on understanding the importance of first impression along with prioritising popular food preferences with palatable presentation of the menu.

In terms of strength of menu and menu, mechanics the high quality of products served by the specified outlet can be considered. On the other hand, a preferable test which is mostly created with the help of experimental spices founded by the chefs of the restaurant. Alongside, the external decor, which is specially, handcrafted some of the main factors, leading to maximum customer attraction. Nevertheless, pricing strategy along with discounts and coupons offered by the organisation also works as strength for the organisation. However, lesser supply of products and services during higher customer visits is one of the drawbacks of the restaurant. On the other hand, uses of traditional technique for stock count and calculation method is another issue affecting the name of the association.

Bristo was planned to be located at a place with a dense population in order to enhance organisational sales. However, the former mentioned factor has inculcated risk factor for the restaurant through the enhancement of competitors within the location. On the other hand, maintaining a skimming pricing strategy along with proper stock count and locating suppliers in regards to the food and beverage management assignment can be considered as the other factors of competition for the specified restaurant.

The sporting nature of the target market of Bristo can be considered as an opportunity for the restaurant as it can expand the menu with various other signature dishes. The association can utilise on-going trends by introducing diet foods and organic salads within the menus. On the other hand, alternative methods revenue generation during slow business hours can be utilised by the association adroitly.

Examine four (4) techniques and strategies within this food and beverage management assignment that assist hospitality organisations in managing internal and external customer expectations and ROI, measurement tools and perceptions of the food & beverage operation
The internal customer of an organisation includes the employees whereas the external customers stand for consumers or buyers. In order to enhance and establish brand image in the market it is essential to meet customer satisfaction adroitly (Gonçalves, 2018). Employees help an association in meeting its aims and objectives through the exposure of quality products and services whereas consumers and buyers are the main stakeholders developing the organisation on revenue (Heller, 2017). Different techniques that can be adopted by the association in managing both internal and external customer expectation are detailed in the next section of food and beverage management assignment:

Internal customers

• Divide job rows on the basis of talent and skills
• Provide proper training in order to mitigate skill gaps

External customers

• Providing high quality dishes which delicious in taste and attractive to the eyes of the buyers
• Providing coupons discounts to the customers visiting the outlets on a regular basis.

Some of the ways outlined in the current scenario of food and beverage management assignment that can be adopted by the specified association in order to measure both internal and external customer satisfaction are listed as follows:

• Net promoter score- the specified scale is associated with evaluating the overall customer satisfaction, which can be used for both the types of customers (Situmorang, Rini & Muda, 2017). Feedbacks collected from employees and the customers can be used in order to create an insight about the factors that are required for enhancing organisational performance adroitly.
• The customer effort score- this helps in measuring and recording the degree to which a customer agrees or disagrees. It helps in measuring the satisfaction level of both types of customers accordingly (Sampath, 2018).
• Customer satisfaction score- in this process various questions asked to the customers in order to collect their insight about organisational performance and develop henceforth (Bhattacharjee, Tiwaree & Chauhan, 2018).

The term perception can explain as an influence formulated true realisation and experiences gathered from real incidents. Entrance of eating and drinking to a traditional background plays an important role in affecting customer perceptions. On the other hand, maintenance of cultural influences along with ethnicity in sitting arrangements can be used as a benefit to improve customer perceptions adroitly. In terms of the specified association, handcrafted decor, which focuses on environments and decor items from the ancient civilization, can help the consumers with organic foods served by the restaurant.

What are the control measures that could be put in place to manage operating costs in the context of food and beverage management assignment?
Cost control means is associated with reducing organisational expenses as a whole in order to enhance profits earned. Sum of the control measures that can be considered in order to manage costs are given as follows:

• Considering both cost price and negotiation price while sketching sales price of a product or service
• Focusing on vendors for the on-going business
• Providing proper training to the staff in order to obtain discounts
• Portray fiscal discipline as a mandatory value of the association

Conclusion
Evaluating the above-illustrated study within this food and beverage management assignment it can be highlighted that Bistro has to enhance service quality in order to meet customer expectations. On the other hand, preference of the travellers in terms of buying clean and hygienic food should be considered important by the association, as it will increase customer attraction by meeting regular names accordingly. Alongside, various processes that can be implemented in order to transform the specified association into a successful outlet facility have been described into the food and beverage management assignment.

Recommendation

• The specified outlet Bistro should focus on designing a menu along with developing menu mechanic skills.
• A focus over seating arrangement especially that for the travellers should be e provided by the outlet managers
• On the other hand, special attention on physical environment of the overall restaurant has to be provided

Reference list
Mun, S. G., Woo, L., & Paek, S. (2019). How important is F&B operation in the hotel industry? Empirical evidence in the US market. Tourism Management, 75, 156-168.

Lodolo, E.J., 2020. Sustainability through Management of Water, Process and Product Hygiene on Food and Beverage Sites. Journal of the American Society of Brewing Chemists, 78(1), pp.1-15.

Gonçalves, J. (2018). Analysis of F&B best practices in the hospitality industry to improve the attractiveness of intercontinental restaurant in Lisbon-Akla (Doctoral dissertation).

Heller, M. (2017). Real-time, ongoing employee feedback: The perk that actually retains. Strategic HR Review.

Situmorang, S. H., Rini, E. S., & Muda, I. (2017). Customer experience, net emotional value and net promoter score on muslim middle class women in medan. Food and beverage management assignment International Journal of Economic Research, 14(20), 269-283.

Sampath, S. (2018). U.S. Patent Application No. 15/803,855.

Bhattacharjee, M., Tiwaree, P. S., & Chauhan, R. (2018). U.S. Patent Application No. 15/385,277.

Fdf.org.uk. (2020). Retrieved 5 May 2020, from https://www.fdf.org.uk/publicgeneral/FDF-GT-Exec-Summary.pdf

Deloitte.com. 2020. Retrieved 5 May 2020, from https://www2.deloitte.com/content/dam/Deloitte/uk/Documents/ConsumerIndustrialProducts/deloitte-uk-casual-dining-market.pdf