1CHAPTER 1The Problem and it’s BackgroundIntroductionFood and beverage department is one of the great and mostuseful department for any hotel and restaurant. Although there aresome different parts in a hotel. Every F&B is still important. A hotelcan’t be complete if there are no F&B department available ( Nabar2013 )Nabar (2013), reiterated that the economic success and failureof many hotels is directly tied to the ability of the food and beveragedepartment to effectively plan and control its operations and providefood service that will attract hotel guests. He further pointed out thatthe Food and Beverage Department is capable of generating anaverage of 27% to 50% of the total revenue of the establishmentprecisely because Hotel F&B operates at convenient times for guestsagainst standalone which has fixed hours and also because of that theservice was provided even on low occupancy.Moreover, Woodruff (2010) as cited by Nasution and Mavondo(2008), that customer satisfaction is considered to be a key elementfor a company’s success in the market; a leading criterion indetermining the quality of service or product to the customers; and it is
2also crucial for organizational survival. Service quality has been animportant subject of research involving food and beverage (F&B)departments of hotels. Despite a substantial number of studies onservice quality, the reasons why guests revisit a hotel and why a high-quality service from the F&B department is needed have remainedunanswered. This paper aims to review existing literature on servicequality management in the F&B departments of hotels, its process, andthe effective service quality management framework. This paperdiscusses explains framework of service quality management in thearea of F&B and its application to the hotel industry.Background of the StudyFood and Beverage Department is responsible for maintaininghigh quality of food and service, food costing, managing restaurants,and bars (“Importance of F & B Department in a hotel,”2010)Importance of F & B Department in a hotel (2010), Food andBeverage Service is the service of Food made in the Kitchen and Drinksprepared in the Bar to the Customers (Guest) at the Food & Beveragepremises, which can be: Restaurants, Bars, Hotels, Airlines, CruiseShips, Trains, Companies, Schools, Colleges, Hospitals, Prisons andTakeaway.Consumer loyalty is a good measure of the quality of services offeredto customers. Hotels can create strategies to improve the quality oftheir services and products by measuring the level of their customers’
3loyalty. In most cases, customer satisfaction lays out a blueprint thatcan be used to improve services. It gives the hotel management areason to understand the needs of their customers and keep onoffering quality services (Nurminen, 2007).