Preface; Acknowledgements; 1Food and beverage operations and management; 1.1 Food and beverage operations; 1.2 A systems approach; 1.3 The hospitality industry and its products; 1.4 The business environment; 1.5 The legal framework; 2Concept development; 2.1 Systematic approach to developing a consumer-product relationship; 2.2 Market research; 2.3 Market segmentation; 2.4 Idea evaluation; 2.5 Completing the concept development; 2.6 Setting goals and objectives; 3Product development; 3.1 The food and beverage product; 3.2 Quality in the management of food and beverage operations

3.3 Creating the consumer-product relationship3.4 The consumer-product relationship as a dynamic process; 4Operational areas, equipment and staffing; 4.1 General considerations; 4.2 A systematic approach; 4.3 Health and safety; 4.4 Food production areas and equipment; 4.5 Food and beverage service areas; 4.6 Food and beverage equipment; 4.8 Staff management considerations; 5Food production; 5.1 Types of menus; 5.2 Menu planning; 5.3 Food production systems; 5.4 Volume in food production; 5.5 Purchasing; 5.6 Operational control; 6Beverage provision; 6.1 Safe, sensible drinking

6.2 Types of wine and drink lists6.3 Developing wine and drink lists; 6.5 Purchasing; 6.6 Further consideration on wine provision; 6.7 Storage and beverage control; 7Food and beverage service; 7.1 The nature of food and beverage service; 7.2 Food and beverage service systems; 7.3 Customer service vs resource productivity; 7.4 Customer relations; 7.5 Managing volume; 7.6 Sales promotion; 7.7 Managing the service sequence; 7.8 Revenue control; 8Events, conferencing and banqueting; 8.1 Overview and structure of the events sector; 8.2 Sales and marketing; 8.3 Staffing considerations

8.4 Managing the event process9Appraising performance; 9.1 Approaches to appraisal; 9.2 Appraising revenue; 9.3 Appraising costs; 9.4 Appraising profits; 9.5 Appraising the product; 10Making strategic decisions; 10.1 The origins of strategy; 10.2 Assessing current performance; 10.3 Assessing organisational capability; 10.4 Strategic analysis and planning; 10.5 The basis of strategy; 10.6 Strategic direction; 10.7 Strategic direction; 10.8 Evaluation criteria; Appendices; A: Operational calculations; B: Operational and financial ratios; C: Budget and trading results: comparison and evaluation

PrefaceAcknowledgements; 1Food and beverage operations and management; 1.1 Food and beverage operations; 1.2 A systems approach; 1.3 The hospitality industry and its products; 1.4 The business environment; 1.5 The legal framework; 2Concept development; 2.1 Systematic approach to developing a consumer-product relationship; 2.2 Market research; 2.3 Market segmentation; 2.4 Idea evaluation; 2.5 Completing the concept development; 2.6 Setting goals and objectives; 3Product development; 3.1 The food and beverage product; 3.2 Quality in the management of food and beverage operations

3.3 Creating the consumer-product relationship