Management of Food an Beverage Operations HOTO4009

Key Dates

Written assignment (individual) 2,4,6,7 Wednesday 23rd November (week 13)

Coursework Brief

Summary information

Type of assessment: Written assignment
Individual or group: Individual

Learning outcomes assessed 2,4,6,7
Submission date: Wednesday 23rd November (week 13)
Assessment instructions
This is an individual assessment. You will be required to individually research a named F&B business in the UK, apply adequate conceptual framework and analyse your findings in a business report format. This assignment should consider service delivery and service failure recovery, drawing on online user-generated content (e.g., TripAdvisor reviews), and you will provide recommendations based on your evaluation.
Your report should address the following key titles:
1. Overview of the UK F&B sector
2. The evaluation of online reviews to identify areas of service excellence and service failure at the same named restaurant
3. Practical implications for service improvement

The word limit is 2500 words (+/-10%) and includes everything from the start of the introduction to the end of the recommendations. The referencing format is Harvard style and you should include a reference list.
Presenting coursework for assessment
Your assignment when submitted should not include your name – we use a system of anonymous marking to reduce the risk of any unconscious bias. For some authentic assessments, there may be an exception to this, so please confirm with your Module leader.
Your assignment when submitted should not include your name – we use a system of anonymous marking to reduce the risk of any unconscious bias. For some authentic assessments, there may be an exception to this, so please confirm with your Module Leader.
Your assignment must be presented in the following format:
• Margins must be set to 2.54cm on A4 paper
• It must be word-processed in 12 point Arial font and double-spaced
• It must be black text on a white or ivory background
• All pages must be numbered
• It should include your student ID number and not your name Suggested structure for your assignment
Cover page – Assignment title, module title and code, student ID number, module leader, word count
Table of contents – Tabulated list of headings and sub-headings with accurate page numbering
Introduction – The purpose and structure of the project. Also a summary of how you collected your data and acknowledgement of any limitations of that process.
Section 1, the UK F&B Sector – You are required to use appropriate text books, journal articles and market intelligence databases to identify the following details:
• Explain the main types of F&B businesses in the UK
• Provide a synthesis of the UK F&B market identifying key brands, target market and market share. This should be developed from market intelligence databases and referenced throughout.
Section 2, Service Evaluation – Research online review platforms for your chosen restaurant (e.g. Trip Advisor), and determine the following:
Identify and categorise a series of feedback occurrences for your chosen restaurant. You will need to decide upon an appropriate date range (but not less than 50 reviews) and how you are going to categorise / organise the data. You will need to consider the qualitative comments, not simply the star rating customers have awarded. Some of the feedback will highlight areas of service excellence and others will highlight service failure.
Analyse the data collected using simple statistical approaches such as frequency tables and mean values and using these identify which areas the restaurant excels in and which it has improvements to work on.

By creating a cumulative frequency diagram of the areas for improvement, you will be able to make recommendations for improving the guest experience.
Section 3, Suggestions of practical implications– You are required to draw on your findings in Section 2 to suggest improvements for areas of concern. Pay attention to the following issues:
• While you may address all the areas of concern identified in Section 2, you can choose to focus on the top three issues identified. In other words, you have to provide recommendations to improve at least three areas of concern.
• Be both realistic and creative. Imagine that the owner or manager of the restaurant in question will read and use your report to improve their restaurant’s services.

Label the file (non-PDF) that you post as follows:
HOTO 4009_Student number:
For example:
HOTO 4009_22078915

Make sure you follow the label instructions for your file exactly as shown above.

Assessment criteria rubric assessment

Assessment Criteria Refer 0-29% Marginal Refer 30-39% Threshold Pass
40-49% Good

50-59% Very Good

60-69% Excellent

70-85% Outstanding

85-100%
Knowledge and Understanding Relevant
concepts are Relevant
concepts are Relevant
concepts are Relevant
concepts are Relevant
concepts are Relevant
concepts are Relevant
concepts are
40% poorly introduced insufficiently introduced. introduced. introduced explained very well
Very poor substantiation introduced
poor substantiation. Poor substantiation. Not all key points are substantiated. Most key points are
substantiated. clearly.
All key points are substantiated explained clearly.
All key points are
substantiated
Application of Theory
40% Concepts/theories are not discussed Concepts/theories are either insufficiently discussed or are presented inaccurately Relevant concepts are
introduced, but limited attempt at application Relevant concepts are
introduced and some attempt at application Relevant concepts are
introduced and applied Relevant concepts are
explained clearly and
accurately applied Relevant concepts are well explained and
accurately applied
Currency and Quality of Resources
10% No evidence of independent research and a very limited range academic and information sources used. Little evidence of independent research and a limited range academic and information sources used. Little evidence of independent research and a limited range of Some evidence of independent research and a fair range of academic and information Good evidence of independent research and a good range of academic and Strong evidence of independent research and an excellent range of academic Very Strong evidence of independent research and an excellent range of academic

academic and information sources used. Several
inappropriate sources. sources used. Some inappropriate sources. information sources used. and information sources used. and information sources used.
Presentation and References Work does not
adhere to the Work does not
fully address the Work does not
address the Work partly
addresses Work mostly
addresses Work fully
addresses Work fully
addresses
10% assignment brief. assignment brief. assignment the the the the
Structure is cvery poor. Poor clarity, tone of writing is not appropriate.
Referencing is inaccurate and incomplete Structure is poor. Poor clarity, tone of writing is not appropriate.
Referencing is largely inaccurate and/or incomplete brief satisfactorily, lacks an appropriate, logical structure.
Clarity is acceptable, uses a formal, professional tone only partly.
Referencing is mostly inaccurate and/or incomplete assignment brief, with a partly appropriate and logical
structure.
Fair clarity, somewhat uses a formal, professional tone.
Referencing is partially
inaccurate and/or incomplete assignment brief, with an
appropriate and logical
structure including
Introduction & Conclusion.
Good clarity, mostly uses a formal, professional tone.
Referencing is accurate and complete assignment brief, with an
appropriate and logical
structure including
Introduction & Conclusion.
Excellent clarity, uses a formal, professional tone.
Referencing is accurate assignment brief, with an
outstanding and logical
structure including
Introduction & Conclusion.
Outstanding clarity, uses a formal, professional tone.
Referencing is accurate

and complete and complete

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