Beverage Management Samples for Students †MyAssignmenthelp.com

Question: Discuss about the Food and Beverage Management. Answer: Quality management systems for production and service The food and beverage industry is booming and swiftly moving ahead. Newspapers regularly cover news of expansion plans for the latest theme restaurants or big takeover deals. There are also instances of restaurant and hotel reviews or articles related to home cooking. Television channels are showing multiple cookery programmes all day long. All these has led to the facing of progressively more knowledgeable and refined customers with wider tastes and experiences than ever before by the food and beverage managers. These kinds of customers look for satisfaction, but are very difficult to satisfy. The customers translate their stated and implied needs into a range of expectations regarding the service or products they are going to experience. Not meeting these customer expectations would imply a gap in the customer expectations and the apparent features of the service or product offered to them, with no quality being provided. Quality is important for the industry to uphold its reputati on, build the image, reduce liability, and improve profitability and productivity (Davis et al., 2013). In the food and beverage industry there is a difficulty in managing and ensuring quality because the products and services are mostly intangible, apart from the tangible ones that include physical products. Along with intangibility, there is the threat of variability, perishability and inseparability. Moreover, the industry regularly faces unpredictable demands and lack of the use of technology (Wang, Chen Chen, 2012). To provide the quality expected by the customers from the service and products, the food and beverage industry has a few Quality Assurance (QA) systems existing like ISO (International Organisation for Standardisation, HACCP (Hazard Analysis Critical Control Points), and GMP (Good Manufacturing Practices) standards. These systems and at times their combination are commended for food quality and safety assurance. The cost of maintaining the quality includes conformance and non-conformance costs, appraisal and external failure. The maintenance of product quality identified six dimensions to it: variety in menu items, healthier options, attractive presentation, correct temperature of food served, and fresh and tasty food. The two most significant contributors of customer satisfaction and intentions are the taste and presentation of food. Therefore, to maintain quality, there is a need for implementation of qualitystandardsforrawingredients in the purchase specifications, HACCP regulated receiving systems, proper condition of storing systems, maintenance of storage record, stock movement, price, PAR levels, quality,quantity,recordof delivery, conditionofpackaging, temperature. There is also the requirement of processing systems that take care of forecast volume, recipe standards, standard of quantitiesreceivedfrommajoringredients, size of meal portions and specification of utensils used (Llach et al., 2013). The element of service quality consists of customers and is intangible in nature. The SERVQAL method was developed to calculate the gaps existing between the customer expectations and the service offered. Other than SERVQAL, there is also DINSERVandLODGSERV. The determinants of service quality include tangibility, reliability, competency, approachability, responsiveness, courtesy, assurance, effective communication, empathy and security. The behaviour involving loyalty and repurchase depends on the customer orientation, relationship benefits, quality of food and communication (Gagi?, Teanovi? Jovi?i?, 2013). References Davis, B., Lockwood, A., Pantelidis, I., Alcott, P. (2013).Food and beverage management. Routledge. Gagi?, S., Teanovi?, D., Jovi?i?, A. (2013). The vital components of restaurant quality that affect guest satisfaction.Tourism,17(4), 166-176. Llach, J., Perramon, J., del Mar Alonso-Almeida, M., Bagur-Femenas, L. (2013). Joint impact of quality and environmental practices on firm performance in small service businesses: An empirical study of restaurants.Journal of Cleaner Production,44, 96-104. Wang, C. H., Chen, K. Y., Chen, S. C. (2012). Total quality management, market orientation and hotel performance: The moderating effects of external environmental factors.International Journal of Hospitality Management,31(1), 119-129.