Thesis-Chap-1-onwards (1).docx - 1 CHAPTER 1 The Problem...

This preview shows page 1 - 4 out of 87 pages.

1 CHAPTER 1 The Problem and it’s Background Introduction Food and beverage department is one of the great and most useful department for any hotel and restaurant. Although there are some different parts in a hotel. Every F&B is still important. A hotel can’t be complete if there are no F&B department available ( Nabar 2013 ) Nabar (2013), reiterated that the economic success and failure of many hotels is directly tied to the ability of the food and beverage department to effectively plan and control its operations and provide food service that will attract hotel guests. He further pointed out that the Food and Beverage Department is capable of generating an average of 27% to 50% of the total revenue of the establishment precisely because Hotel F&B operates at convenient times for guests against standalone which has fixed hours and also because of that the service 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 element for a company’s success in the market; a leading criterion in determining the quality of service or product to the customers; and it is
2 also crucial for organizational survival. Service quality has been an important subject of research involving food and beverage (F&B) departments of hotels. Despite a substantial number of studies on service quality, the reasons why guests revisit a hotel and why a high- quality service from the F&B department is needed have remained unanswered. This paper aims to review existing literature on service quality management in the F&B departments of hotels, its process, and the effective service quality management framework. This paper discusses explains framework of service quality management in the area of F&B and its application to the hotel industry. Background of the Study Food and Beverage Department is responsible for maintaining high 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 and Beverage Service is the service of Food made in the Kitchen and Drinks prepared in the Bar to the Customers (Guest) at the Food & Beverage premises, which can be: Restaurants, Bars, Hotels, Airlines, Cruise Ships, Trains, Companies, Schools, Colleges, Hospitals, Prisons and Takeaway. Consumer loyalty is a good measure of the quality of services offered to customers. Hotels can create strategies to improve the quality of their services and products by measuring the level of their customers’
3 loyalty. In most cases, customer satisfaction lays out a blueprint that can be used to improve services. It gives the hotel management a reason to understand the needs of their customers and keep on offering quality services (Nurminen, 2007).

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture