Managing Service in Food and Beverage Operations – ICM UK

This course shows you how to plan for and successfully manage different types of food and beverage operations, including coffee shops, dining rooms, room service, banquets, on-site food service venues, and more.


3 to 6 Months

Study Mode

Blended Learning

What is Included?

  • Study plans with flexibility of time and space.
  • Globally recognized and verifiable Certificates and qualifications.
  • Premium subscription to GPDP Learning Resources worth US$250.
  • Premium subscription of Typsy–Australia worth US$96. (Video Training Courses)
  • Premium subscription to Internships & Placements Program to build your resume, and prepare for job interviews, with our AI-based video interviewing platform to land the job you want.
  • Lifetime membership of COTHM Community of Hospitality Students & Professionals.
  • Lifetime access to Online Events Portal to attend webinars and talks by industry experts
  • Career Pathway & Education pathway counseling


Am I eligible for this progamme?

This course is most suited to individuals who are at least 16 years old, have a high school education.

English Proficiency

Candidates who do not have English as a first language will have to demonstrate competence in reading, writing, and listening skills in English.

About this Course​

Service is the key to guest satisfaction. This course shows you how to plan for and successfully manage different types of food and beverage operations, including coffee shops, dining rooms, room service, banquets, on-site food service venues, and more. You’ll gain management know-how, planning skills, and hands-on techniques for consistently delivering quality service in every type of operation. Case studies by industry experts encourage you to think critically about situations you may face on the job.

Education Path

After successful completion of this professional qualification any of below certification path:

  • Continues to gain more Hospitality Certifications
  • Continue with Hospitality Specializations
  • Continue with  Hospitality Fundamentals Program
  • Continue with Hospitality Management Diploma

Career Path

Getting certified gives you the skills needed to prepare you for the wide-open world of hospitality. Once you have graduated, you can take several paths to apply your degree.

  • Food and Beverage Management
  • Rooms Division Management
  • Marketing Management
  • Destination Management
  • Human Resources
  • Resort Management
  • Club Management
  • Travel and Tourism Management

This certification can help you grow faster in your existing career as well can open new career opportunity  in the following industry  sectors:

  • Hotels
  • Motels
  • Restaurants
  • Fast Food Chains
  • Café
  • Catering Companies
  • Event Management Companies
  • Travel & Tour Operators
  • Airlines
  • Clubs
  • Cruise Ships


Proctor Required: No
Number of Examinations:
Number of Questions per Course: 200
Time Allowed per Course: 240 minutes
Passing Score: 70%

  • A moc exam is provided before the candidate appears in the final examination
  • A one week notice is required to schedule the final examination
  • All examination are held invigilated by COTHM administration

Awarding Body

Upon successful completion, the candidate will be awarded with:

  • Certification by ICM UK (An Ofqual Regulated Awarding Body.



Chapter 1: Leadership in Food and Beverage Operations

1. Food and Beverage Industry Developments and Trends
2. Leadership: Knowing and Leading
a. Knowing Self
b. Leading Self
c. Knowing Others
d. Leading Others
e. Leading Change
3. Creating Positive, Memorable Experiences
a. Anticipatory Service
b. Making Positive First Impressions
c. Managerial Contributions
4. Economic Considerations
a. Aligning Business and Guest Values
5. Thinking and Acting Like an Owner
a. Six Entrepreneurial Practices

Chapter 2: Food and Beverage Operations

1. Food and Beverage Staff
a. Managers
b. Production Personnel
c. Service Personnel
2. The Team Approach in a Food and Beverage Operation
a. Trust in Work Relationships
b. Service Teams
3. Basic Elements of a Food and Beverage Operation
a. Telephone Courtesy
b. Taking Reservations
c. Tipping Policies
d. Menus
e. Food Production
f. Service Styles
g. Point-of-Sale Equipment
h. Service Trays
4. Food and Beverage Guests
a. Serving Different Generations
b. Guest Complaints
c. Guest Feedback
d. Retaining Guests

Chapter 3: Select Restaurant Food and Beverage Staff

1. Attracting and Retaining Restaurant Food and Beverage Staff
a. Recruitment
b. Selection
c. Orientation
d. Training
e. Retention
2. Restaurant Servers
a. Working as a Team
b. Superior Performance Standards
c. Restaurant Server Duties
3. Buspersons
a. Working as a Team
b. Superior Performance Standards
c. Busperson Duties
4. Attracting and Retaining Restaurant Managers
a. Management Practices and Responsibilities
b. Management Incentives
5. Evaluating Staff Performance
a. Dealing with Performance Issues

Chapter 4: Select Hotel Food and Beverage Staff

1. Banquet Servers
a. Working as a Team
b. Superior Performance Standards
c. Banquet Server Duties
2. In-Room Dining Attendants
a. Working as a Team
b. Superior Performance Standards
c. In-Room Dining Attendant Duties
3. Concierges
a. Concierge Duties

Chapter 5: Select Beverage Service Staff

1. Beverage Server
a. Suggestive Selling and Upselling
b. Preparing for Service
c. Taking Orders
d. Serving Drinks
e. Maintaining Tables
f. Guest Checks
g. Clearing Tables
h. Last Call and Closing
2. Bartender
a. Key Control
b. Standard Drink Recipe Development
c. Converting Recipes
d. Standard Portable Bar Setup
e. Opening Sidework
f. Wash Bar Glasses
g. Prepare Beverages
h. Prepare Orders for In-Room Dining
i. Clean Bartop and Lounge During Service
j. Balance Bank, Make Shift Deposit, and Collect Due-Backs
k. Clean and Secure the Bar and Lounge
3. Specific Beverage Service Procedures
a. Coffee
b. Tea
c. Beer
d. Wine and Champagne

Chapter 6: Responsible Alcohol Service

1. Alcohol Service and the Law
a. Blood Alcohol Concentration (BAC)
b. Liability
2. Checking Identification
3. Alcohol and Its Physical Impact
a. Drink Strength
b. Rate of Absorption
4. Intervention
a. Signs of Intoxication
b. Traffic Light System
c. Stopping Alcohol Service
d. Other Situations

Chapter 7: Menu Development

1. Menu Planning
a. Menu-Planning Objectives
b. Important Planning Considerations
c. Menu Planning and Meal Periods
2. Types of Menus
3. Food Categories on Menus
a. Appetizers
b. Soups
c. Salads
d. Entrées
e. Desserts
f. The Planning Sequence
4. Menu Design
a. Electronic Menus
b. Menu Design Mistakes
5. Menu Trends
a. Value
b. Smaller Portions
c. Local Food
d. Fresh Food
e. Ethnic Food
f. Healthy Menu Options
g. Environmentally Friendly Food
h. Extending Protein Ingredients
i. Breakfast
j. Vegetarian Menu Items
k. Mandatory Menu Labeling
6. Promotions
7. Changing the Menu

Chapter 8: Food and Beverage Supplies and Equipment

1. Purchasing
a. Establishing Quality and Other Specifications
b. Establishing Par Inventory Levels
2. Receiving and Storing
3. Issuing
4. Controlling
5. Supplies and Equipment
a. China
b. Glassware
c. Flatware
d. Disposables
e. Uniforms
f. Linens
g. Furniture
h. Equipment
i. High-Tech Equipment
j. Sustainable Supplies and Equipment

Chapter 9: Facility Design, Décor, and Cleaning

1. Design
a. Planning an Effective Dining Area
b. Selecting a Designer
c. Trends in Design
d. Space Requirements
e. Traffic Flow
f. Other Design Considerations
2. Decor: Creating the Right Environment
3. Cleaning
a. Exterior
b. Interior
c. Dining Area Cleaning Program
d. Cleaning Schedule
e. Cleaning Procedures

Chapter 10: Sanitation, Safety, Security, Health, and Legal Issues

1. Sanitation Issues
a. Food Safety Risk Management Program
b. Hazard Analysis Critical Control Point System
c. Other Food Safety Considerations
d. Service Staff Training
e. Guidelines for Serving Food
f. Guidelines for Servers
g. Equipment, Furniture, and Supply Guidelines
h. Guidelines for Facilities
2. Workplace Safety Issues
a. Accidents and Injuries
b. Fires
3. Security Issues
a. Vandalism
b. Robberies
c. Bomb Threats
d. Bioterrorism
4. Health Issues
a. Nutrition
b. Healthier Menu Options
c. Food Allergies
d. Smoking
5. Legal Issues
a. Risk Management
b. Sexual Harassment
c. Americans with Disabilities Act
d. Minimum Wage and Immigration Reform
e. Health Care Reform
f. AIDS and Herpes
g. Other Legal Issues

Chapter 11: Labor and Revenue Control

1. Labor and Revenue Control Considerations
2. Establishing Labor Standards
a. Developing a Staffing Guide
3. Forecasting Sales
a. Moving Average Method
b. Weighted Time Series Method
c. Forecasting for Lodging Properties
4. Preparing Work Schedules
5. Analyzing Labor Costs
6. Revenue Control Systems
a. Manual Guest Check Systems
b. Point-of-Sale Guest Check Systems
c. Accepting Personal Checks
d. Processing Payment Cards
e. Point-of-Sale Settlement Devices
7. Revenue Collection
a. Server Banking System
b. Cashier Banking System
c. Protecting Cash after Collection

Chapter 12: Restaurants

1. Casual-Dining Restaurants
a. Casual-Dining Markets
b. Menu Considerations: Food
c. Menu Considerations: Beverages Value
d. Guest Feedback
e. The Dining Environment, Supplies, and Equipment
f. Getting Ready for Service
2. Other Types of Restaurants
a. Fast-Casual Restaurants
b. Quick-Service Restaurants
c. Hotel Restaurants
d. Fine-Dining Restaurants

Chapter 13: Banquets and Catered Events

1. Selling Banquets and Catered Events
a. Markets
b. Sales Strategies
c. The Offer
2. Booking and Planning Events
a. The Function Book
b. Contracts or Letters of Agreement
c. Function Sheets
3. Getting Ready for Service
a. Setting Up Function Rooms
b. Scheduling Staff Members
c. Preparing, Plating, and Storing Food
4. Delivering Service
a. Food Service
b. Beverage Service
c. Protocol for Special Banquets and Catered Events
5. After Service
a. Controls
b. Guest Comments
c. Using Feedback in Planning

Chapter 14: In-Room Dining

1. In-Room Dining Issues
a. Markets
b. Marketing
c. Menus
d. Variations and Alternatives
2. Getting Ready for In-Room Dining
a. Staffing Requirements
b. Forecasting and Staff Member Scheduling
c. Facility Design
d. Inventory and Equipment
e. Preparations for Service Shifts
3. Delivering In-Room Dining
a. Procedures
b. Providing Wine Service and Special Amenities
4. After In-Room Dining
a. Income Control Procedures
b. Guest Comments
c. Using Feedback in Planning

Chapter 15: On-Site Food and Beverage Operations

1. Major Market Segments of the On-Site Food and Beverage Industry
a. Self-Operated and Contract Management Options
b. Branded Food Options
2. Business and Industry Food and Beverage Operations
a. Reducing Subsidies from Host Organizations
3. Health Care Food and Beverage Operations
a. Going Healthy, Local, and “Green”
b. Reinventing the Cafeteria
c. Tray Service—Hospitality Style
d. Spoken Menu Concept
e. On-Demand In-Room Dining
f. Chef Visits
4. College and University Food and Beverage Operations
a. Flexible Meal Plans
b. Serving Policies
c. Menu Planning
d. Encouraging Healthy Food Choices
e. Sustainability Issues
f. Summer Promotions
g. Smart Card Technology

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