Managing Hospitality Operations - page 1
Keywords: A critical evaluation of food and beverage operations.
By artclub on 28/08/2010
Level: Postgraduate Diploma
Page Number: 1 of 9 pages: 1 2 3 4 5 6 7 8 9
Managing Hospitality Operations (314) MSc HwTM; Group C
A critical evaluation of food and beverage operations.
Preface
Restaurants and bars play a vital role in hospitality industry. Effective operation of food
and beverage outlet can bring in a lot of money with reputation and brand image. For this
reason, managing operation in the food and beverage outlets is getting great deal of
importance. As a part of our course, Managing Hospitality Operations, we have developed
this group assignment. In this assignment, we have focused on one of the outlets of Miller
& Carter, a renowned restaurant chain, according to the outlet’s operational perspective
from our own looking angle as a customer.
Miller & Carter is a trading name of Mitchells & Butlers Leisure Retail Limited (a
company registered in England and Wales). They include two parts they are restaurant and
bar. This restaurant chain has seventeen outlets all over UK. They term themselves as a
steak and grill expert. In all the outlets, they maintain the same standard.
We visited the Miller & Carter outlet on Cardiff Bay on 2nd
November, 2009. This outlet is
a new one. It started operation on 12th
October this year. This is the first Miller & Carter
outlet in Wales. It is a nice place for business lunch as well as for family feast. This
restaurant offers a wide range of cooked premium steaks and grills. Their beverage menu is
also very rich in terms of varieties. The decoration is truly fantastic with a wide variety of
comfortable seating arrangement. This restaurant is very near to Welsh Assembly building
and a walking distance from City Centre and Atlantic Wharf. The contact detail of the
outlet is given in the appendix section.
In this assignment we have discussed the selected restaurant’s operation with the help of
assessment criteria, identified some major operational issues about their good service
delivery and finally made some recommendations based on our analysis.
Assessment Criteria
An understanding about the customers’ expectations can ensure that the designed and
delivered service meet those expectations. Satisfying expectations are key components in
delivering a quality service. If the operations meet the expectations, or exceed them, it
means the service quality reaches the satisfaction level. Satisfaction is the outcome of the
consumer’s evaluation of a service.
The purpose of this part is to illustrate the assessment criteria that would be used to
evaluate operational quality of Miller
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