Department of Business /
Department of Hospitality and Service Industries
Bachelor of Applied Management
Graduate Diploma in Hospitality Management
Learning Outcomes Assessed 2, 3, 4 and 5
2 Apply knowledge of concept development, menu style, costing, staffing, total customer experience to given scenarios.
3 Appraise internationally accepted methods of production and service.
4 Apply industry recognised food and beverage cost controls.
5 Analyse relevant legislation and its impact on a food and beverage operation.
Instructions for assessment:
Follow report format over page.
Electronic files should be named: AssessmentName_FirstNameSurname
Assessment drafts may be submitted to the lecturer by email, once per student or group, per assessment, up to five working days prior to the due date.
Unless otherwise directed, ALL assessment work completed outside of the classroom must conform to the following:
- Be word processed on A4 paper
- Use 1.5 line spacing with margins set at 3 cm
- Text is in size 11 font
- Have standard cover sheet attached from the Department of Business.
You are reminded that there is support available to you through Learning Support, details in your course handbook.
The marking schedule is attached.
You are required to:
Write a report (format guidance over page) which includes your discussion as above and includes recommendations of the procedures that require implementation to rectify the issues above. 3000 word count (+/- 10%) not including references and appendices.
- Discuss the objectives of the food and beverage control system and relevant procedures. Utilising your knowledge of food and beverage control systems theory and hospitality legislation, the course textbook and supplied workbooks, other academic writings, legislation websites, reflect on observations in the case study below.
- Deduce with reference to the observations, which control and total customer management procedures are lacking and discuss how these areas would be best controlled using best practice systems and procedures.
- Utilise your knowledge of relevant food and beverage legislation and describe areas where the establishment may be working outside the law and discuss how they would right any areas of concern to meet compliance. Ensuring you discuss any operational issues that may arise from compliance.
- Provide six (6) examples of relevant control documents and provide a template of each in the Appendices, and cross reference into your discussion as appropriate.
The objectives of food and beverage control are to:
- Analyse income and expenditure.
- Establish and maintain standards.
- Establish appropriate pricing strategies.
- Prevent waste and fraud.
- Meet legislative requirements.
- Provide accurate information to provide management with a clear picture of how the business is performing.
Players on Madras Background information
Players is a restaurant/café bar located on Madras St. It is seeking to attract an affluent, upmarket clientele. The business was launched at the end of September last year.
The café is owned by a well-known New Zealand rugby player who has retired from professional sport following a long, successful career. He and his partner have travelled extensively and enjoyed dining in some of the world’s top restaurants including El Celler de Can Roca (Girona, Spain), Dinner by Heston Blumenthal (London & Melbourne) and Eneko at One Aldwych (London). The couple love to socialise and whilst they have no experience of managing a hospitality business, think a restaurant will provide a great platform for their busy social life.
A 24 year-old restaurant manager has been employed to set up and implement the restaurant’s systems and to “take care of the day-to-day stuff”. The outgoings of the business have been exceeding income since opening by approximately $15 000 per month.
The décor is based around a rugby theme. Framed, autographed rugby memorabilia and two large screen TVs dominate the walls. The average price of entrées and desserts is $20.00, whilst mains range between $35.00 and $50.00 per portion. The average price of an alcoholic beverage is $15.00; a flat white coffee costs $5.50.
When the business first opened customers appeared eager to embrace the new business. A lavish champagne and celebrity launch was well attended. People also booked for dinner and pre- Christmas functions. Players was very quiet during January and business has not picked up since.
You are an experienced consultant contracted by the owners to investigate why the business is failing.
You spend two days observing the Players operation and notice the following:
- The restaurant manager has put together an operations manual but it is incomplete. There are no Work Instructions for processes such as opening and closing the restaurant. Staff appear unaware that an operations manual exists.
- The staff like their own Hip Hop, Electro and Rap music, which they play on the sound system for most of the day.
- The quality and appearance of meals served has been variable and there have been numerous complaints. Meals have been supplied free of charge together with complementary beverages to rectify customer dissatisfaction.
- Kitchen and restaurant staff lounge around in the restaurant during their breaks. They read the newspapers and magazines supplied for the customers and gossip. The restaurant manager allows staff to buy drinks and socialise in the bar area after hours and during their off shifts. When the owners drop in to check “how things are going”, they also sit with the staff providing them with free drinks.
- The owners dine with a group of friends – the restaurant manager says this happens “all the time and often override any attempts to cut alcohol service to their intoxicated friends”. They also take stock from the bar to supply parties at home.
- Food and beverage products run out during busy times so there are frequent, stressful trips to the supermarket to “top up”. Wastage is high; food that has been bought and prepared for a range of unpopular menu items is frequently thrown away.
- The owners insist their teenaged daughter is employed in the business because “she needs to learn that money doesn’t grow on trees”. She has little interest in hospitality. One of the wait staff comments, “She doesn’t need money because her parents give her whatever she wants”.
- Wage costs are high in relation to sales. You notice staff standing around looking bored with nothing to do.
- Mortgage repayments on the building amount to $5000.00 per week.
- One of the waiters comes to work with their hair dyed purple. When the restaurant manager challenges him about it, he swears and says it’s his hair and he can do what he likes with it. He also comments that the manager never mentioned hair colour when he started the job.
- The restaurant manager does not hold team meetings because he says he can never get all the staff together. He believes in on-job training and delegates this responsibility to the more experienced waiters without checking up on how things are going.
- Dirty mops and cloths are left behind the bar and around the espresso machine where they are clearly visible to customers.
- Their dress standard is not enforced so staff wear whatever they want. You observed the owner’s daughter wearing tight black trousers and a cropped, low-cut top that exposed her naval piercing, tattoo and fuchsia coloured underwear.
- There is a pile of CVs sitting beside the cash register.
- Food containers are unmarked and uncovered in fridges and some items stored in used chemical containers. On questioning the chef about this, he says the containers have been washed out thoroughly.
- There are no signs displayed regarding health and safety, hygiene, non-smoking, liquor licence, certificate of registration, prohibited persons.
- The café employs an experienced barista. Feedback on the quality of coffees is good while this barista is on duty; however, there are complaints about coffee quality when she is not there.
- There have been no formal stocktakes undertaken since the café opened.
- The restaurant manager and chef share a small office, which appears cluttered and untidy.
- Staff are allowed after work drinks and staff meals. They choose whatever they want from the menu.
- Wine sold by the glass is portioned inconsistently.
Required format (see marking schedule and rubric)
Provide a summary of your report for the owners. It should succinctly condense the essence of the report so that the reader can quickly grasp the reports aims, objectives, main findings and recommendations. No longer than ¾ of a page.
- Introduction: Explain the purpose of this report; give the terms of reference; describe the structure of the report.
- Discussion: Includes adequate sections that cover the objectives of a food and beverage control system, control systems that are lacking in the business and procedures you feel are important to rectify the issues, and compliance the business may need to consider. This section will use academic theory as support. (Refer to assignment tasks)
- Conclusions: Keep these succinct and do not introduce any new information.
- Recommendations: From your discussion & conclusions, recommend the policies & procedures for implementation.
- Reference List: Use at least six (6) current and industry-based sources as well as ‘best practice’ theory and use the correct APA (6th ed.) reference format.
Overall: Format, structure, accuracy
Title page, contents page and pagination, sections and section headings, use sub-headings and numbering in the discussion section, write conclusions and recommendations in paragraph format (one key point per paragraph).
Follow the standard formatting rules for line spacing, font, margins and printing.
Assessment 2 Marking Schedule: Case Study: Control Systems Report
|Executive Summary & Introduction|
|Correct use of executive summary.||15|
|Terms of reference.|
|Structure & purpose of report explained.|
|Discussion: topics covered, sources cited|
|Discuss the objectives of the food and beverage control system and relevant procedures.||10|
|Deduce which control and customer care procedures are lacking, discuss how these areas would be best controlled using best practice systems and procedures.||20|
|Utilise your knowledge of relevant food and beverage legislation to highlight areas where the establishment may be working outside the law and discuss how they would right any areas of concern to meet compliance.||10|
|Provide 6 (six) examples of relevant control document templates in Appendices, and cross-reference as appropriate.||15|
|A logical analysis of discussion points||10|
|Supported by discussion and leading on from conclusions.||10|
|References & Citations|
Adequate use of resources (at least six (6) sources).
Variety of relevant sources used.
Current and local information used as appropriate.
In-text citations used correctly & match reference list.
Correct APA format used throughout.
Layout and font, structure, title & contents pages.
Section numbering & headings, pagination.
Accurate expression, grammar, punctuation.
Appendices, appropriate and relevant, labelled correctly.
|TOTAL MARKS: (out of 100)|