For the case study attached produce a written report (1500 words) to be presented to the management of the restaurant.
Think about including the following in your report:
• Identify the key aspects of strategic food and beverage management that are used by The Lime and Sombreros Tapas Bar and what can be improved to maintain the success of the business.
• Evaluate the operational and economic characteristics of The Lime and Sombreros Tapas Bar.
• Apply pricing and profitability concepts (menu engineering) for The Lime and Sombreros Tapas Bar and suggest ways of improving the sales/profits of the business.
• Analyse and apply advertising strategies that could be used to improve business, especially if it is decided to expand the business
The Lime and Sombreros Tapas Bar
The Lime and Sombreros Tapas Bar is a 55 cover restaurant that has been operating for one year. The restaurant was a huge success amongst the locals and the management often had to turn down bookings and turn away walk-in customers, especially during Friday and Saturday nights. Furthermore, the restaurant service area is mostly uncovered with only enough room for 25 covers inside. After the first year of operations, the management team held a meeting to decide the future of the restaurant. With a £100,000 loan, the restaurant could be extended to 100 covers with 65 covers protected from the elements during the winter months. With an average customer spend of £15 and an estimated occupancy averaging 75% throughout the year, the team had to decide if the expansion was worth the loan. Loan Interest was at 7% per annum and restaurant gross profits for the first year were around 10%. Furthermore, the expansion would need the restaurant to remain closed for at least 20 to 30 days. The restaurant management team also realised that their tapas food menu may need rethinking, as some of their unique recipes are now appearing on some of the other restaurant menus. However, they have no idea how to start making any decisions, so they hire you as a consultant to help them with ideas. You are given an extract of the menu for the month of October together with prices and food costs as well as the number of items sold during the month of October.
Selling Price £
Food Cost £
Number of October sales
Traditional Spanish omelette filled with potatoes, peppers and onion (V)
Green chilli peppers mixed with soft cheese, stuffed in a deep fried crispy coating (V)
Pimentos con Queso
Sweet baby red peppers stuffed with soft cheese (V)
Croquetas de Manchego
Croquettes of Spanish goats cheese, paprika, chives, thyme and parsley (V)
Champinones al ajillo y crema
Fresh button mushrooms in cream, white wine and garlic (V)
Deep fried potatoes topped with a spicy, red chilli, bacon and tomato sauce
Deep fried potatoes topped with a Canarian mojo verde salsa
Deep fried, fresh chicken wings
Chorizo al Pimentos
Spicy Spanish sausage in a tomato, pepper and onion sauce
Lamb and Lambs kidney stew from the Extremadura region, superbly spiced with red peppers, paprika and white wine
Spanish meatballs served with a tomato and green bean sauce
1.1.3 Weighting/Contribution to the Module Mark
1.1.4 Learning Outcomes Assessed by the Task
Appraise key management issues in food and beverage management relevant for the leisure, business, and corporate industries.?
Evaluate and comment on the challenges and current issues related to food and beverage management.
Analyse and evaluate theories and models related to hospitality, food and beverage management.
Apply theories and models of food and beverage management to service delivery.
Compare and contrast different academic viewpoints to develop a reasoned argument.
Communicate effectively in writing.
Demonstrate a professional understanding of the provision of customer service.
However because of the work and result of call focus work being moderately immaterial, not at all like the unmistakable procedure of item and administration conveyance in plant work, the accentuation inside Call fixates is solely on the nature of correspondence. In conjunction to the physical requests, intellectual prerequisites likewise should be considered, regardless of whether an agent is managing a dissension, or a client benefit call, they all request feeling from staff. The expanding interest for customer focused administrations in a profoundly aggressive business condition, has perceiving that administration specialists can complete enthusiastic work which can be utilized as an imperative piece of the industrialists work process (Hoschild, 1979,1983),to deliver consumer loyalty. In this manner it is in an associations' enthusiasm to grasp the effect of passionate work on staff, to upgrade the adequacy of administration and prosperity of laborers, at last diminishing costs, for example, push, burnout, turnover and truancy (Lewig&Dollard, 2003). Subsequently this written work will layout the idea of enthusiastic work and talk about by and large the expenses and advantages for cutting edge benefit representatives inside Call Centers and for the association itself, before taking a gander at the ways call focus can help bolster representatives. Passionate work was a term developed by Arlie Hochschild (1983) in her progressive examination named 'The Managed Heart'. The term depicts the control of a man's conduct to show suitable feelings, inside a circumstance (chu,2002), recommending that specific feelings felt or not felt by an individual are smothered or communicated keeping in mind the end goal to adjust to social standards. In spite of Hochschild's broadly acknowledged definition, a few scientists have characterized and conceptualized enthusiastic work in various ways. Be that as it may, the hidden suspicion inside authoritative settings, is that passionate work is to control the two sentiments and articulations as per word related or hierarchical show tenets to accomplish hierarchical objectives (Schaubroeck and Jones, 2000).For case, there is little uncertainty that enthusiastic work in a Call Center for staff can be requesting, exhausting, debilitating, repetitive andâ distressing (Carrim et al,2006).â Yet to unmistakably show these emotions to administration or clients would be in fitting. As call focus staff are required to seem lively and inviting. Accordingly from these 'guidelines', which can be learnt from our regular collaborations, through instruction, socialization and fine - tuned by singular encounters and socially managed settings, we realize when and where to look dismal or happy, fearsome or dreadful (Payne&Cooper, 2001) Numerous associations have show decides concerning the feelings that workers ought to exhibit in experiences with clients, customers, or individuals from general society (Hochschild, 1983). These show rules stipulate the substance and scope of feelings to be shown, alongside the recurrence, force and term that such feelings ought to be shown (Morris&Feldman, 1996). These show principles might be unequivocal in association preparing materials, or they might be understood in authoritative standards (Sutton&Rafaeli, 1998). For instance, Call Center agents take part in work intelligently with clients on either inbound or outbound approaches activities, for example, deals and telemarketing, item or administration data, and client questions and dissensions. These representatives play out a vital part in the administration of client connections. As a result, benefit segment associations have looked to determine the manner by which representatives 'introduce themselves' to their clients. This has prompted especially obtrusive types of work environment control as agents are currently by and large checked for benefit quality and additionally profitability. In most call focuses there are consistent endeavors to build the quantity of calls taken per worker and lessen both client ring time and wrap time (Taylor&Bain, 1999). However governs are additionally upheld to be bright upbeat, agreeable, tame and pleasant, notwithstanding the client's conduct. As the way in which agents show their emotions towards clients critically affects the nature of administration exchanges (Ashforth&Humphrey, 1993). Verifiably, the nature of the connection is frequently the administration gave (Leidner, 1996). The conduct of the worker is accordingly vital to the achievement of the administration exchange. These opposing yet deviated weights both make part conï¬‚ict for representatives yet give a top notch benefit (Knights&McCabe, 1998).To control these clashing weights managementâ concocts perpetually inventive approaches to remove the greatest, and most genuine, exhibitions from enthusiastic workersâ 'smilingâ and meaningâ it'â being theâ point (Payne&Cooper, 2001). From a comparative perception Hochschild (1983) noticed how 'enthusiastic discord' can happen when a worker's actual sentiments are unique in relation to their communicated feelings. Moving further to recommend how people manage passionate cacophony by either 'surface acting' or 'profound acting'. Surface acting being the push to accomplish just the declaration of feeling, for example, one call focus operator conceded, 'I make the correct commotions saying sorryâ€¦I don't generally mind' (). While profound acting is a cognizant endeavor to create and convey the required feelings, and to deal with the circumstance properly, by attempting to genuinely relate, accept and experience the clients nervousness. Ceaselessly, scholastics, for example, Ashforth and Humphrey (1993) have noticed that when representatives profound act, there may not be any enthusiastic disharmony, but rather there is still effort associated with accomplishing the suitable feelings to take after show rules. Notwithstanding, colossal endeavors to manage expected practices of quiet, respectful and strong conduct, paying little heed to how agents are truly feeling, or being dealt with by a client, either through surface or profound acting there may come a state of sickness, fatigue and burnout, through constant passionate work (Hochschild,1983). Suggestively, more so when an agent is ceaselessly surface acting. This is upheld by Schaubroeck and Jones (2000) in an examination of unfriendly representative wellbeing results, found that weights to express constructive feeling inside a man's activity was decidedly identified with physical side effects. With more than 20% of a Call Center cooperations, containing outrage and verbal manhandle from a client (Grandey,Dickter&Sin,2004).Which is regularly kept up all through the term of the dissension, in spite of an agents endeavors to appease the shopper (Scherer&Ceschi,1997). Obviously confronting threatening conduct and mishandle could prompt physical signs of despondency rising as working environment stress, for example, hypertension, coronary illness, even fuel growth (Mann,2004) because of concealment of an agents genuine emotions, which may cause a burnout. Which in the end may prompt a stretched out battle to mind and represent emotions ` (Mann,2004). One clarification is that representatives may think that its more hard to manage more elevated amounts of communicated positive feeling while surface acting, this makes pressure inside the person. Frame this worker may then 'break character' by enabling their actual sentiments to 'spill' into the phone discussion (Totterdell&Holman,2003). The high control framework utilized in a Call Centers i.e. scripted working of reactions and the wide learning and desire from clients proposes that if this occurs clients perceive this and feel the ability to 'fortify administrations control endeavors criticizing workersâ€¦.complaining to representatives bosses when benefit [does] not live up to their desires' (Leidner,1996,p.40) as clients are presently ready to recognize the contrast between certifiable 'quality administration' and 'faked quality administration' (Taylor,1998, p. 87). This in its-self prompts higher stressors inside the activity. In examining her comparable discoveries, Grandey (2003) recommended that enthusiastic discord depletes agent's assets, abandoning them with too little assets to keep from 'breaking character'. This consumption of assets may likewise make the individual receive a system of 'withdrawal practices' keeping in mind the end goal to adapt to work requests to preserve assets: to be sure, passionate fatigue has been observed to be related with higher rates of representative nonappearance (Deery et al,2002), as control weight from a few edges turns out to be excessively to control. >GET ANSWER