The food and beverage aspect of hotel operations is often the most difficult area to control effectively, but it plays a crucial role in customer satisfaction. Improving Food and Beverage Performance is able to show how successful catering operations can increase profitability whilst providing continuing improvements in quality, value and service. Keith Waller looks at the practical issues of improving performance combining the key themes of quality customer service and efficient management. This text will enable managers and students alike to recognise all the contributing factors to a successful food and beverage operation. Keith Waller is Senior Lecturer for the Faculty of Business and Management at Blackpool and the Fylde College. He has extensive experience in the hospitality industry and is a member of the Hotel and Catering International Management Association. He is the co-author, with Professor John Fuller, of The Menu, Food and Profit.

Key Features

Endorsed by Caterer & Hotelkeeper Emphasis on customer/consumer perspective Pragmatic (strategic/tactical) advice with workable examples


Bar and hotel managers; students; practitioners in the hotel and catering industry.

Table of Contents

Introduction; Customer-centred performance improvement; Operational policy; Marketing; Merchandising; Quality; Product and service development; Systems management; Efficient staffing; Summary; Bibliography; Index


No. of pages:
© 1996
Print ISBN:

About the author

Keith Waller

He has extensive experience in the Hospitality industry - spanning both the public and private sectors. A strong working relationship with industry is maintained through his activities as Secretary for the North Western Branch of the Hotel and Catering International Management Association. Interests include the development of information technology, particularly the internet, as a teaching/learning resource. He is co-author, with Professor John Fuller, of 'The Menu Food and Profit'.

Affiliations and Expertise

Senior Lecturer, School of Management, Hospitality and Food, Blackpool and the Fylde College.


'Excellent, succinct and clearly outlines how to improve food and beverage performance.' Senior lecturer, Manchester Metro University 'Excellent bookstyle. A very suitable textbook geared towards modules in food and beverage management at level 3 and H&C Product Development. Bullet points add ready reckoner facility which is welcomed by students.' Course Leader, Napier University, Edinburgh