Hospitality Food and Beverage Management - Bryans Restaurant - Case Study Example

Hospitality Food and Beverage Business Report Name Institution Tutor Date 1 Table of Contents 1 Table of Contents 2 2 Executive summary 2 3 Problem definition 3 4 Literature review 3 4.1 Management Experience 4 4.2 Food Safety and Quality 4 4.3 Diversity 4 4.4 Customer Service 5 4.5 Dealing with hazards in working environment 5 5 Revenue management 5 6 Recommendation 7 6.1 Elements of Success 7 7. Conclusion 7 References 9 2 Executive summary This report explains the various components behind successful restaurants and links them to the case study of Bryan’s. Bryan’s restaurant needs transformation in order to maximize its profits and reduce customer complaints. The report gives the effective restaurant management practices that enable sustained economic growth. It has also come up with effective management conclusions that relate to any restaurant business. The report explains why customers are important and why proper purchase and storage procedures need incorporation in business. Poor procedures result into food borne illnesses that might be costly to the business. It also explains the importance of practicing food safety measures and management of hazards within working environment. 3 Problem definition According to the case study, Bryan’s restaurant is success but still receives customer complaints and is not performing to its expectation. Therefore, the management needs to know the proper changes to incorporate in order to maximize revenue. Introduction In the restaurant sector, the purchase process has traditionally constituted much labor, paper and pencil, long duration, monotonous routine. It requires knowledgeable buyers, potential sellers and a complete set of inventory and audit procedures. Restaurant need to regulate purchase processes to contain costs while increasing productivity. Inefficiency in purchasing procedures can result into inflated costs of goods hence negatively affecting the bottom line of the business (Kasavana, 2005). Most successful restaurants portray great customer service. Customers are the lifeblood of the restaurant business and in their absence, failure occurs. A goal of enhancing customer service quality is a factor every restaurant should incorporate. Ensuring the customer feels special is essential and it is easy to provide and sustain such great customer service (Miksen, 2013). 4 Literature review The management of restaurant falls among the most demanding professions. Retaining customers, changing demographics and economies, high labor turnover, sweeping trends and varying business cost are some of the challenges (Certificate Program in Foodservice Management).The ability of the manager to create a balance between family and work is essential. It is also important for the business owner to possess the necessary skills. The management should always be ready to make alterations that respond to any changes. Apart from formal marketing, community and customer relations need consideration so that the business becomes part of the community (Parsa, Njite and King, 2005). Successful restaurant operations require experienced managers, good quality food following the safety regulations, diversified menus and appropriate employee retention & customer service skills. Areas of concern also include the ability to regulate cost(Harrison). 4.1 Management Experience A background in restaurant management enables one to become more knowledgeable and find it easy to benefit from the business. Any interested parties should not open individual businesses in fields where they have no experience. 4.2 Food Safety and Quality Scientific research has estimated annual food borne illnesses to be at 76 million. Most of the recorded are linked to public eating adventures. These illnesses are caused and spread through foods or water by bacteria or viruses. In restaurants, the illnesses start due to the inappropriate control of storage temperatures and poor hygiene. Hygiene is observed from the environment up to the workers. Most customers who become ill after visiting a particular restaurant will not return and will spread the bad news. These cases usually affect the business negatively and limit success. 4.3 Diversity This is with regard to the menu. A business can survive if it offers something different from what the competitors offer. This ensures it keeps up with the customer needs and market trends. Imitating the best and diversifying ideas ensures business effectiveness. The area in which a restaurant is located affects the kind of food to offer its customers. Some communities are specific on meals. For instance, people in Texas like Tex Mes foods, at the west coast people like more fruits and at the northeast people like more pastas. 4.4 Customer Service Appropriate customer service makes all business ventures successful while poor service results into failure. Customers can consider going back to a particular restaurant only because of the great service even if the food was poor. Great service is mandatory because restaurants are many and customers are at will not to compromise. The management planning to have great services always makes decisions not based on the operating costs but the customers (Harrison). 4.5 Dealing with hazards in working environment The hazard can be eliminated by complete elimination of the risks associated with it. Substituting the hazard with an option of less effect. Redesigning a particular process to make it safe. Risks can also be reduced by administratively or even the use of personal protective equipment (Saporito). 5 Revenue management Revenue management involves maximizing the revenues by optimally targeting specific customers. Many businesses have used this criterion including hotels. Considering restaurants, the managers always want to allocate their tables by hosting the largest possible parties. They assume that the total bill increase with increase in party size. Managers should consider hosting smaller parties at time rather than have empty tables. The main challenge is to understand the flow of demand of each customer type and optimize the allocation of tables (Bertsimas & Shioda, 2003). Achieving effectiveness in the restaurant industry involves major factors. The financial model depends on industry facts and not optimism. The business concepts are calculated from reliable market analyses. Therefore, the business does not depend on preconceived concepts but meets the want in consumers (Business plan, 2013). Evaluation of risk mitigation plays an important role when creating a business plan. The risks are not dismissed but are strategically mitigated (3). Maintaining steady customers requires a delightful restaurant. The meals should be spicy, wonderful and over the moon such, that even the leftovers can make great lunches. Restaurant owners help improve customer satisfaction as they can customize anything. They need to win customer trust. Classy dining rooms are also essential for customer positive perception. Appealing restaurant menus encourage customers to be satisfied whenever they visit. Simple cleanliness and beautiful decoration ensures customers relax and develop love for the food and restaurant. The employees must practice professionalism with politeness and attention to customers (Sushi & Asian Cuisine). Employee professionalism thrives well in exciting satisfactory work environment. They become proud, start believing hence increased morale, and improve service. This ultimately leads to improved customer service. Management must ensure employees pay complete attention at work and even serve the customers with special needs appropriately. These customers include children, babies, diabetic and the old. Listening to customers is valuable for each employee and the management. Effective communication with the customers creates a great impact between the parties. This is because there is an impression created in any communication and customers appreciate to being listened to. Any management must never tolerate poor behavior and encourage all to abide by the set rules. Employees who act against the required standards of restaurant service hinder the better performance of the business(Miksen, 2013). The employees serving food must have quick access to the descriptions in the menu. This will enable customers get what they want fast (Saporito). Successful restaurant management has fees based on the industry and its encounter with partners with approval against national averages. They also compare restaurant industry costs & analysis against the average local market. The collective analysis of figures ensures the effective business estimations (Business Plan, 2013). 6 Recommendation 6.1 Elements of Success The owner of the business must come up with a unique concept, ensure long-term economic sense of all decisions, adapt reliable technologies and conduct managerial training through shows and workshops. This provides an environment that encourages professional development and consequent productivity. Employees should be aware of the business values and objectives. Proper treatment and incentives to employees helps improve the service delivery of restaurants. The management can decide to add to the dinner-only incentive. Flexibility and the maintenance of business vision, mission and strategies need practice and encouragement. The creation of a cost-conscious culture e.g. proper record keeping and focusing on one theme for development is essential. The management should be ready to commit to both business and family matters. Consistent management helps build a positive organizational culture. Positive organization culture is one of the healthy features of a restaurant business. The managers must also be flexible. The choice of restaurant location is essential, as it is more of a moderating than a mediating factor. . 7. Conclusion The maximization of business efficiency is important to large and popular restaurants that want to increase their profits and remain effective in the market. This explains the surge in the utilization of the point of sales software that tracked customers with regard to time, size and order. Although this tools management to estimate customer service time and see the demanding tables, their seating concept bases on intuition gained through experienced, incorporate cab. Most management stick to the FCFS (first-come-first-served) policy. The best performing food service entities have the management involved in almost all aspects of the business. This ranges from revenue management, human resources, operations, merchandising, training, customer service to marketing. Any management must always take care of any customer complaints fast. They can easily assess the situation and put in place the appropriate counter actions. This openly shows the customer that a higher authority is concerned. References Bertsimas, D and Shioda, R., 2003. Restaurant Revenue Mangement. Available at http://www.mit.edu/~dbertsim/papers/Revenue%20Management/Restaurant%2 Revenue%20Management.pdf Cool handle., 2013. Business Plan. Available at http://pcmacshop.net/business-plan/ Cornell University. Certificate Program in Foodservice Management Harrison, J. P., Operating a Successful Restaurant. Available at http://home.snu.edu/dept/tulsa/snuie/Harrison.pdf Kasavana, M., 2005. E-Procurement: Strategic Sourcing for Restaurants. Available at http://www.hospitalityupgrade.com/_magazine/magazine_Detail-ID-272.asp Miksen, C., 2013. How to improve customer service in a restaurant. Available http://www.ehow.com/how_6402113_improve-customer-service-restaurant.html Parsa, H. G., Self, J. T., Njite, D. and King, T., 2005. Why Restaurant Fail. Cornell Hotel and Restaurant Administration Quaterly, 46, 304-322. E Queensland Government. Division of Workplace Health & Safety. 1999. Workplace Health and Safety in the Fast Food Café & Restaurant Industry. Available at http://www.qast.org.au/Portals/0/PDFS/gde40v1.pdf Saporito, R. The Dining Service Quiz Reveals. Available at www.restaurantreport.com/pdf/dining_service_quiz_restaurant_report.pdf Sushi & Asian Cuisine. 4 Recommendation so far. Available at http://diningverse.com/sushiasiancuisine/recommendations Read More