A CRITICAL EXAMINATION OF THE FOOD AND BEVERAGE SERVICE TECHNOLOGIES IN THE HOSPITALITY
(A CASE STUDY OF ROBAN HOTELS ENUGU)
TABLE OF CONTENT
Title page i
Approval page ii
Dedication iii
Acknowledgment iv
Table of content v
CHAPTER ONE: INTRODUCTION
1.1 Background of the study 1
1.2 statement of the problem 3
1.3 Objectives of the study 4
1.4 research question 5
1.5 Significance of the study 6
1.6 Scope of the study 7
1.7 Limitation of the study 8
CHAPTER TWO: LITERATURE REVIEW
CHAPTER THREE: RESEARCH DESIGN AND METHODOLOGY
3.1 Research Design 30
3.2 Area of the study 30
3.3 Population of the study 30
3.3 Sample and sampling techniques 31
3.4 Instrument of data collection 31
3.5 Data presentation and analysis 31
CHAPTER FOUR: SUMMARY OF FINDINGS, RECOMMENDATION AND CONCLUSION
4.1 Summary of findings 42
4.2 Conclusion 44
4.3 Recommendations 45
References 46
Appendix
Questionnaire
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND OF THE STUDY
The hospitality industry, and especially the food and beverage industry, continue to develop and change at a startling pace, and despite the current global economic conditions continue to grow and prosper. The provision of food and beverages away from home forms a substantial part of the activities of the hospitality industry. Like the industry of which it is a major part, food and beverage operations are characterized by their diversity. Outlets include private and public sector establishments and range from small independently owned and operated units to large multi-national corporations managing global brands and from prison catering to catering in the most luxurious hotels in the world. It is however very difficult to get hold of consistent statistics about the hospitality industry and about food and beverage operations as there is no one single definition of what the boundaries of the various industry sectors and sub sectors are and therefore what should and should not be included.
The food and beverage sector is an important cornerstone in Nigeria tourism Product. The introduction of advanced technology has been cited by several authors has an important and positive influence on food and beverage services (Sharma & Upneja, 2005). Positive impacts however do not simply ‘appear’, rather they stem from the competent use and exploitation of IT capabilities. Technology has been found to ‘support employees, enhance the quality of service, improve efficiencies, gain competitive advantage, maintain relationships with customers and increase profitability’, while poor investment in technology (along with poor training) is likely to reduce profitability (Milne & Ateljevic, 2011).
Several studies have shown that SMEs in the hospitality sector such as food and beverage sector have special difficulties in maximizing the productivity potential of information technologies (see Milne et al., 2004). Such enterprises are more likely to recognize the limitations of technology and emphasize the importance of ‘the human touch’. At the same time food and beverages services owners and managers are more likely to have to out-source aspects of IT maintenance and may feel more removed from its application to the business setting.
Both managers and employees in the food and beverage industry are divided on the issue of technology and productivity. Some think it enhances staff efficiency, saves time and improves productivity. Others say it in fact creates inefficiencies when it breaks down or requires updating. While technology was discussed as an important contributor to the food and beverage service, most of the technology identified as bringing real efficiency gains is in the front of house environment.
1.2 STATEMENT OF THE PROBLEM
In particular, technological innovations are central to streamlining ordering and point of sale processes. It appears that the food and beverage service sector is recognizing the advantages of implementing technology in the workplace. However, the industry is by no means at the leading edge of technology adoption, and many employees and managers seem unaware of the innovations currently available. Contributing factors are likely to be a lack of long term focus on service improvement, coupled with the up-front cost of implementing technology applications. The latter has a particular impact on smaller food and beverage firms. Employees feel that technology such as wireless personal digital assistants can certainly improve accuracy and record keeping but that such developments must go hand-in-hand with good communication among staff and management if positive productivity outcomes are to eventuate. Technology makes it easier to perform multiple tasks and to do them correctly, especially for new staff. However, some employees also commented that it’s often hard to learn new technology on top of general work practices and this is where many employees felt that a lack of effective training becomes a significant factor. Training on the job may suffice for the basics – but the introduction of new technology and the extra demands it places on staff may sometimes require the input of external training which is beyond the capabilities and resources of food and beverage services.
Therefore, this work intends to take a critical examination of food and beverage service technologies in hospitality industry.
1.3 OBJECTIVES OF THE STUDY
The main purpose for the study is to critically examine the food and beverage service technologies in the Hospitality industry. Therefore, the specific objectives are as follows;
1. To assess the food and beverage services of Roban Hotel Enugu
2. To find out whether Roban Hotels Enugu applies technologies in food and beverage services
3. To examine the technological innovations used for food and beverage services
4. To determine the impact technologies have on food and beverage services.
1.4 RESEARCH QUESTIONS
1. How would the food and beverage services of Roban Hotel Enugu be assessed?
2. Do Roban hotels Enugu apply technologies in food and beverage services?
3. What are the technological innovations used for food and beverage services?
4. What impact do technologies have on food and beverage services?
1.5 SIGNIFICANCE OF THE STUDY
The significant of this study cannot be overemphasized. The contribution of food and beverage sales can make towards total sales is evident but food and beverage costs can make equally significant into overall sales. This necessitates the development of an effective system of control for all areas concerned with the food and beverage function. Technological innovations are a key to successful and efficient food and beverage service in the hospitality industry. Hence, this work will reveal technological innovations that will improve food and beverage services in the hospitality industry.
1.6 LIMITATION OF THE STUDY
The limitations of this study include;
1. Time constraint: The availability of time for carrying out this research work was limited. The short duration of time is not enough for a study of this kind.
2. Attitude of the respondents was another major challenge. Some refused to collect the questionnaires while others did not answer some of the questions. Many of them have to be convinced that the questionnaire will be used for purely academic purpose before they cooperate
CHAPTER T
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