You are on page 1of 19

LEVEL 4 DIPLOMA IN HOSPITALITY MANAGEMENT

ASSIGNMENT FRONT COVER


CTH number: 81972

Student name: BADARLA PRASANTH

Centre name: BOSTON

Tutor name: MR. IZAN

Unit title: FOOD AND BEVERAGE SUPERVISION


Centre final mark:
CTH final result:
Plagiarism score:

Student statement
I hereby declare that this assignment is my own work and any uses of materials from
other sources have been referenced accordingly.

Student signature:

Date:

Tutor statement
I hereby confirm that to the best of my knowledge this assignment is the student's own
work and he/she has not collaborated in the production of this assignment with any other
person.
I also confirm that I have a record of this student's progress tutorial/s.

Tutor signature:

Date

INTRODUCTION:..........................................................................
1.0 Evaluate the Effectiveness of food and beverage
operations:.................................................................................
1.1 Set Realistic criteria for the evaluation of Food and Beverage
Operation.................................................................................................
1.2 Analyse the efficiency and effectiveness of food and beverage
operations................................................................................................
1.3Analyse the occupational, environmental and human factors
that effect hygiene,health and safety:.....................................................
1.4 Evaluate the potential impact of non-compliance with
regulatory requirements:.........................................................................
2.0 Develop Food and Beverage Operations..................................
2.1 Allocate human and physical resources that are sufficient to
meet objectives:......................................................................................
2.2 Define the factors that affect the development of menus and
wine lists and recommend changes to meet identid=fied needs and
within budget:..........................................................................................
2.3 Recommend changes to methods of food production and/or
food and beverage services that meet identified needs and within
budget:....................................................................................................
2.4 Explain how changes may influence customers perceptions of
the organisational brand:........................................................................
2.5 Evaluate the quality of staff's selling, customer service skills
and the extent of their product and service knowledge
3.0 Understand how to arrange banquets and functions:...............
3.1Develop plans for banquets and functions that meet the
specification within budget:.....................................................................
3.2 Define menus, wine lists, cooking and service methods that are
appropriate to the banquet or functions:.................................................
3.3 Address hygiene,health and safety issues for each event plan:........

3.4 Specify supervision and staffing arrangementsfor each event


that are sufficient to meet the specification:...........................................
3.5 Evaluate the success of event against agreed:.................................

4.0 Understang how to supervise and purchasing and storage


of food and beverages:...............................................................
4.1 Define purchasing standards appropriate to the item to be
purchased................................................................................................
4.2Analyse the efficiency and effectiveness of the purchasing and
storage of food and beverage items:.......................................................
4.3 Specify storage methods that are appropriate to the item being
stored:.....................................................................................................
4.4 Specify procedures for the issue of stockthat are :...........................

5.0 Manage the performance of staff in food and beverage...........


5.1 Agree targets and objectives that align with business needs:...........
5.2 provide training interventions that meet identified needs:...............
5.3 Allocate and direct work to meet performance targets and
quality standards :...................................................................................
5.4Manage underperformance and in accordance with
organisational requirements :..................................................................
5.5 Analyse the principles of recruitment and selection of staff:..................
CONCLUSION............................................................................
REFFERENCE:...........................................................................

Introduction:
Its a well renowned restaurant to the French cuisine lovers and also one of the top fine
dining restaurants in Singapore Jaan, at Swissotel has set her standards in food and
beverage industry. The word Jaan refers to a bowl, in Sanskrit language. With a 40- seat
capacity, the restaurant serves finest modern French cuisine in high class quality service
standards. Along with standards it possesses an elite interior design that reflects the
creativity and gives beautiful fine dining experience to the customers. All these qualities
leaded the restaurant to achieve 29th rank in Asias top 50 restaurants 2016, sponsored by
S.Pellegrino and Acqua Panna( source:http://www.jaan.com.sg/awards-accolades) and
achieved a lot more awards aiming for the top is considered as its future plan.

1.0Evaluate the effectiveness of food and beverage operations:


Food and Beverage operations should be carried out with an effective plan if not it
negatively impacts the business, which leads to loss. So effectiveness in all sections is
very important in F&B industry.

1.1 Set realistic criteria for the evaluation of food and beverage operations:
According to my point of view, which I gathered from the book (CTH L4 FOS) and notes
given by my lecturer the following criteria are required for the evaluation of food and
beverage operations.
Customer:
First thing before going to the F&B operations we need to know is that what type of
customer we serve, according to that we have to plan our operations.
Type of service and Layout:
Effective operation need effective layout, which helps to run smooth functions. This can
be designed by considering type of customer, type of service, budget, and available space.
Cooking method and Equipment:
These involve method of cooking whether dry, moist or combination of both. The
equipment selection is done based on type of food and size of establishment.
Lighting and Colour:
Appearance which gives more ambiences to the food while dining. These involve lights,
colours, ceilings, pictures and walls etc. The lighting and colours are depended on theme
of restaurant, occasions and type of customers. These should last longer and efficient.
Cutlery, Crockery, China and Glassware:
These are plates, spoons, forks, glasses and china which should be chosen according to
the type of service and cuisine we provide.
Furniture and Linen:
These involve tables, trolleys, chairs and sideboards. These are helpful in managing
atmosphere of the operation restaurant. These are depended on service we offer.
And also we need legislative requirements and quality standards.
The required criteria for Effective food and beverage operations

ma
u o
ru
,
ei n tl e s
i h t t t
i
t
u
a
dn e
d
u
t
t e rff t
i a
e
r
o
i y
n du v
p
ea/
y
n d
&f
c s
B
fmn
p
d
e
u ts y
/ i
s o
o
ir
e o
et
e s
r

QETSMB
eoafgrtyu
nayfeRpd
C
eSovcg
C
tncTroe
FrteIo
OaioCf
aHvceuS
getp
nLmfiv
arei
yc
Oe
u
t

oi

r
l

e
a

,
r

y
e

r
n

1.2 Analyze the efficiency and effectiveness of food and beverage operations:
The efficiency of food and beverage operation leads to customer satisfaction and cost
control which are maximizing profits of the establishment. The JAAN restaurant
maintains the effectiveness and efficiency in their F&B operations as they are maintained
by Swissotel.
Factors that measures the efficiency of F&B operations and as well as customer
satisfaction are:
Service standards
Customer retention
Response time
Number of returns and complaints
Taste of food and drinks
Hygiene standards
Factors that affect the customer satisfaction and efficiency of operations are

Welcoming the guest


Ambience of the restaurant
Design and layout of restaurant
Quality standards
Staff performance

Availability of service
Food delivery
Billing
Departure attentiveness

The effectiveness of F&B operations can control the cost which helps in maximizing the
profits, and can set targets.
Effectiveness can be maintained by following some of these steps:

Cost effectiveness
Good supervision
Setting standards to service and to recipes
Hiring quality staff/ staff training
Purchasing good quality and conditioned equipment, goods.

These two (Customer satisfaction and Cost control) can be know by the information or
feedback collected from both customers and employees as well as the records.

1.3 Analyze the occupational, environmental and human factors that affect hygiene,
health and safety:
The hygiene is considered as one of the important element in quality standards. The
factors that affect the hygiene, health and safety are:
Occupational, environmental and human factors:
The working place and equipment, which is used, can cause the contamination if they are
not used/ handled properly.
Food and drinks are not stored in proper places and at proper temperature can be the main
reason.
No proper personal hygiene of the staff or handling food by staff having active diseases,
can causes cross contamination. Method of cooking is also one of the major factors.
No proper sanitizing methods used for cleaning the equipment used in the
establishment.Not using good waterand using meat of infected animals.
The micro organisms which can cause damages to the health are protozoa, microscopic
algae, fungi (yeast and moulds), bacteria, cyan bacteria and viruses.

Preventive Steps:
Handling food and goods with proper care and while receiving, storing, preparing and
serving to the guest.
Storing the food and beverages according based on their proper storage temperatures (not
keeping in temperature danger zone).
Sanitizing the equipment and hands that are used to prepare and serve the food. Keeping
the area clean where the food is stored and as well as prepared.
Creating awareness to the staff about how to handle food andconducting regular
inspections.
As an award winner of Asias 29th best restaurant 2016JAAN restaurant maintains its
world class hygiene standards.
1.4 Evaluate the potential impact of non compliance with regulatory requirements:
The requirements which come under legal criteria that affect the F&B operations are:

ISO quality standards


HACCP
NEA (National Environment Agency, Singapore)

ISO 2200 (International Organization for Standardization) which specifies the required
standards for the food safety management in the F&B organization. These are the
guidelines for the food safety management.
HAACP (Hazard Analysis and Critical Control Point) is a process which is used to
control and prevent the bacterial growth in the production of food. This HAACP is seven
steps process.
As the JAAN restaurant in located in Singapore it has to follow the guide lines of NEA,
Singapore.
The National Environment Agency:

Everything from health safety to environment is hygiene to safety is regulated by


NEA.
Gives permission to the restaurants, beverage establishments only if they meet the
standards of NEA or it will revoke their license.
The food handlers have to register in the NEA. It even has a food handlers book
with guidelines.The NEA has introduced a FSMS (Food Safety Management
System) to all the catering establishments to maintain hygiene standards.

2.0 Develop food and beverage operations:


The food and beverage operation can be developed only with proper planning and by
maintaining the quality standards which can gain the customer loyalty.
2.1 Allocate human and physical resources that are sufficient to meet objectives:
Its not that is easy to meet the objectives of F&B as it involves many things.
Management: The following resources are required for the management to meet the
objectives.
To gain Customer Loyalty: As it can give more business and can gain by giving them
standard quality service along with good atmosphere and skilled staff.
Cost control: The cost control is the common for every F&B establishment. It can be
controlled by proper planning and good supervision.
Quality standards: The quality standards not only involve the service but also cleaning
and maintenance, hygiene and safety standards and good management.
Flexibility: The plan should be changeable according to the market trends.
Targets: These are the measures for our objectives, like gaining customer loyalty,
positive reviews, customer satisfaction etc.
The JAAN restaurant is maintaining all these quality standards, safety and health,
analysis of the market, which made the restaurant as one of the best.

2.2 Define the factors that affect the development of menus and wine lists and
recommend changes to meet the identified needs and within budget:
Menu shows the list of dishes that are available in the establishment. It is affected by the
following

Type Of customer
Type of Service
Availability of equipment and skilled people.
Availability and perish ability of the products
Yield and turnover of the product.

Type of Customer: The customer is very important as he is the one who gives the
business. The customer can be influenced by

Religion and cultural


Healthy food and special diets
Different levels of vegetarianism

The influence on the wine menu is done by the following;

Culture and society customs


Addictions and for enjoy (to get drunk)
Social settings etc.

Changes to be made to meet the identified needs within the budget in general
Purchasing as to be done based on the seasonal availability, quality, and best cost
availability in the market. The prices may include the all overhead costs.

2.3 Recommend changes to methods of food production and/or food and beverage
service that meet identified needs and within budget:
The JAAN restaurant is a French classical Cuisine restaurant as French dishes needs more
equipments and skilled staff to prepare. Everything is prepared with in the restaurant like
using Conventional method. According to my point of view I recommend as the
restaurant is located in the Swissotel, (Singapore) so I would be easy if it has Centralized
Production Method, because the French cuisine of more sauces and stocks which are
either used as bas or for pairing. So it will be easy, can control cost and wastage as well
time efficiency for the restaurant.
Coming to Food and Beverages service, the restaurant is offering a world class service
from the Swissotel management as I recommend no changes but to maintain it
consistently.
2.4 Explain how any changes may influence customers perceptions of the
organizational brand:
The changes that affect the food and beverages organization can be internal, external
factors and personal reasons of customer.
Internal Factors:These are like Hygiene factors, and the type of food we prepare like
comfort food, convenience food or fast food etc.

External Factors:These are like social, economic, cultural and religious factors. As few
religious wont accept eating beef and pork and few practice only vegetarian food.
Personal Factors: These are

Health reasons
Weight loss

Health reasons can be Allergic to some foods, diabetic reasons, low cholesterol; low
sodium etc comes under this.
Weight loss factor is like eating healthy food, special diet like eating only
vegetables/fruits or only drinking healthy fluids.
2.5 Evaluate the quality of staffs selling, customer service skills and the extent of
their product and service knowledge:
Staff selling qualities includes the product knowledge, good communication, patience and
marketing techniques.
Customer service skills: These include the

Good communication skills


Grooming standards
Interpersonal skills
Patience
Empathy
Handling customer complaints

Handling customer complaints is one of the important process as it can gain more
business if it is handled properly, if not it ruins the business. It involves following steps
First hear the complaint then apologize then take action and follow up the action.
Product and service knowledge of the staff:The staff should know the product
knowledge as it is very important the knowledge involves
Food and beverages availability method of preparation, its origin, ingredients used, price
of them.
Equipment knowledge- used for cooking.
Service knowledge- type of service provides for type of food and why, and must know
about local places like tourist places, sightseeing places.

3.0 Understand how to arrange banquets and functions:


Arranging the banquets and functions require the banqueting skills which involves,
selection of menu, themes and seating, for different types of events.
3.1 Develop plans for banquets and functions that meet specification within budget:
Developing plans for banquet and functions needs complete knowledge over banqueting
and food and beverage that serve in the events.
Basically the food should contain wholesome amount of nutritional elements and
beverages should be able to consume. The menu plays an important role, so it should be
designed according to the customer requirement or based on the type of event, under the
supervision of Ex. chef, Director of banquet and event manager. The food should be
cooked based on yield management which involves the number of packs and method of
cooking as it helps in maximising the revenue.
Besides the menu the seating arrangement and theme plays their role in attracting guests.
The seating arrangement has to be done according to the customer requirement or
according to the event. In some cases, we need to educate the customer to know their
requirements and its a part of banqueting skills.
3.2 Define menus, wine lists, cooking and service methods that are appropriate to
the banquet or function:
In many cases banquet doesnt have menu, wine lists, and cooking and service methods
as the banquet remains flexible to the both host and management. But there are few that
have their own menu, service and cooking methods.
Menu: In terms of restaurant - its a list of dishes that are available in that establishment
along with their prices. But when coming to banquet the menu which cannot be the same
all the time it changes from to the event to event, customer to customer. In many cases
banquets doesnt have a specific menu but it was designed by the Ex. Chef according to
the host requirements (involves yield management at the time menu preparation).
Wine lists: This doesnt mean only wines but also the list of beverages (alcoholic and
non-alcoholic) that can be provided/ available at the time of the function. There is no such
appropriate menu for the banquet but can suggest a menu according to the type of event.
This wine list can be prepared by both the host and F&B manager based on the
availability of the beverages in the establishment and type of the event.
Cooking methods and Service methods: Cooking methods completely depends on the
menu and production department whereas service it depends on the theme or host
requirement.

3.3 Address hygiene, health and safety issues for each event plan:
The hygiene, health and safety issues are raised due to the

Lack of knowledge over equipment, chemicals and safety regulations to the staff
Lack of training to staff
No proper usage of equipment and chemicals
Lack of maintenance and failure of equipment
Unavailability of safety equipment
Lack of concentration on the work

These issues can be rectified by the following these steps:

Giving training over the usage of equipment and chemicals to staff


Proper maintenance
Proper sign allocations like fire exit, alarms etc.
Most importantly good supervision.

3.4 Specify supervision and staffing arrangements for each event that are sufficient
to meet the specification:
To meet the specification in service the following service arrangements has to be
supervised
Pre-service: The service arrangements taken before the arrival of customer. This involves
the Mise-en-place i.e.; cleaning the tables, table setup, side station and equipment
checking, reservations and service briefing.
Service:The service arrangements taken by the arrival of customer. These involve the
following procedure.
Welcoming and escorting the guest to his seat.
Give him the menu and take order, tell him the suggestions if he asks. Repeat the
order for avoid errors.
Service him and take care until he was finished.
Maintain decent billing and escort him to the departure.
Post-service: the service arrangements taken after the departure of the customer. This
involves clearing the table, arrange table setup for next, discuss about the customer
remarks, service improvements, sales and staff performance.

3.5 Evaluate the success of the event against agreed criteria:


The success of the event always gained the customer satisfaction. But to gain customer
satisfaction one have to meet the following criteria

Quality of service and service standards


Customer retention
Service time and response time
Taste of food and hygiene standards
Number of complaints and action taken for the complaints

These measurement criteria can also help to achieve and improve the staff performance,
helps in motivating the people and helps in controlling the cost.

4.0 Understand how to supervise the purchasing and storage of food and
beverages:
Purchasing and storing are important things to consider as they directly affect the cost
control and hygiene factors.
4.1 Define purchasing standards appropriate to the item to be purchased:
Purchasing standards are the qualities that are maintained from the purchasing to till its
utilization. It involves ordering, receiving,and storing.
The purchasing department will give order to the supplier with required specifications of
the product. When the supplier delivers goods he issues a delivery note to the hotel.
Under purchasing department representative, store man and departments staff supervision
the goods are checked and received. The receiving procedure
Meat items

Should check if it is fresh or not.


Avoid contaminated meat (meat
received in improper storing
temperature).
Check the packing.

Beverages
Check the expiry date and the seal.
Check for ant breakages or leeks or
rust or dent.
The label should be in good
condition.

The received items list should be noted and signed by both supplier and hotel receiving
in- charge. Damaged goods should be sent back. The goods are sent to store room and
collected by departments according to their requirement.
4.2 Analyze the efficiency and effectiveness of the purchasing and storage of food
and beverage items:
The efficiency and effectiveness of the purchasing and storing of food and beverage items
are known as they maintained fresh until they are consumed by the customer. These
involve storage and cooking.
The goods should be maintained in proper storage conditions

FRD

ofr

e
z

ges
r

o
t
ad
gs
eo

ni

e
t
r

e
The storeroom must be maintained clean. Cleaning schedule has to be followed. It should
be locked and allow limit access to only authorized person.
Make sure there are proper ventilation, space and labeling facilities. The storing rules
should be followed like store the heavy objects, meat items at lower selves and items
should be stored at least 30cms above the ground to avoid cross contamination. Cleaning
should be done regular bases. Maintain the temperature levels.
4.3 Specify storage methods that are appropriate to the item being stored:
The storage methods are

Room temperature for non-perishable products.


Chilled temperature (8c to 18c) for semi- perishable products.
Refrigerated (0c to 5c) for perishable products
Frozen (-18c to -24c) for high perishable products

Meat items and sea food:Theseare high perishable products should be stored in frozen
temperature.
Dairy products: These are perishable products so they must be stored in refrigerated
temperature.
Vegetables and fruits:They are like semi-perishable products they must be stored in
chilled temperature for long and freshness. (Vegetables such as potatoes, garlic and
onions should be store in room temperature).
Wine and Beer:The wine (sparkling wine, white wine) and beer should be stored in chill
temperature as well as carbonated drinks also. The red wine should store in room
temperature.
Spirits and Liqueurs: These should be stored in room temperature as they have high
shelf-life.
4.4 Specify procedures for the issue of stock that are appropriate to the item:
The stock that are food and beverage products are issued to the following sections

Kitchen
Bar and Mini-Bar
Room service
Coffee shop

Procedures to be followed while issuing food and beverages products: The food items
should be issued to the section through requisition from only and it should contain

Name of the section


Date
List of items issued
Quantity of each item
Signature of both receiver and issued one.

The following books are also maintained for overall view of running stock and sales such
as transfer book, bin cards, cellar stock ledger etc.

5.0 Manage the performance of staff in food and beverage:


The staff performance is very important to gain the customer satisfaction. To enhance the
performance from the staff it need to be managed correctly.
5.1 Agree targets and objectives that align with business needs:
There will be targets and objectives for every business, but some align with the business
needs. They are

Customer loyalty and satisfaction


Positive reviews
Work efficiency supervision
Cost control
Quality standards and hygiene

Even though there are a lot of targets and objective but the above align with the business,
as they are important to gain the business. They also became the business needs to gain
the business, especially in food and beverage establishment.
5.2 Provide training interventions that meet identified needs:
Before training is provided, the first thing to identify the area thatneed training. The
JAAN restaurant has identified its areas where the training is required by doing research.

Handling customers and complaints


Handling equipments
Grooming
Product knowledge
Health, hygiene and safety

These are the main areas that are identified which need improvements. The training is
given in the form of program which includes the theory, demonstration and practical
training.
5.3 Allocate and direct work to meet performance targets and quality standards:
Well structured rules are required to allocate work for each and every employee to gain
efficiency and quality standards. The JAAN restaurant which is a part of Swisshotel, has
a good structure to allocate work. It also needs to be identified where the work is
required. Work is allocated in the form of shifts and shifts are known by Duty roster,
which explains place, time and number of staff is required to perform the work. The staff

is also trained to know their duties and responsibilities in work. The training is given on
to meet the targets and quality standards.

Terms and conditions of employment


Duties and responsibilities of the designation
Health safety, fire, first-aid regulations
Rules and policies of establishment

5.4 Manage underperformance and in accordance with organizational


requirements:
Underperformance can be managed by updating and improving quality standards as they
should meet the market conditions as well as the original standards.The equipment and
technology improvement also helps in gaining more performance of the establishment. It
should be improved according to market trends like online ordering etc.By hiring/
training the skillful employees, who can do multitasking performance.By maintaining
records of the performance and area which needs to be improved.These are some of the
steps to do in order to change underperformance to target performance with
organizational requirements.
5.5 Analyze the principles of recruitment and selection of staff:
The principles of the recruitment of staff arebased on the organization needs and budget
issues. The selection of staff is done based on the requirement and standards of the
organization. The importance of the recruitment and selection is that the recruitment
changes the performance of the organization. Selection of skillful staff helps the
organization to gain more businesses and staff having multi-skill helps the management
to get more efficient work which helps in reaching the targets. These help in maintain
standardsof the organization. The job analysis had to be made before job selection. Job
selection should be done based on the qualification. After selection job descriptions and
specifications should be given to the staff.

Conclusion:

Reference:
2014 Swisstel Hotels & Resorts. All Rights Reserved... (2016). Jaan
restaurant. Available: http://www.swissotel.com/hotels/singaporestamford/dining/jaan/. Last accessed 08th march 2016.
CTH (2013). Food and beverage supervision. Singapore: Boston business
school. 7-137.
Government of Singapore. (2016). Food Hygiene. Available:
http://www.nea.gov.sg/public-health/food-hygiene/foodhygiene-standards-in-singapore. Last accessed 23/03/2016.