(Doc) Managing Profitable Food and Beverage Operations

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Added on 2020-01-15

(Doc) Managing Profitable Food and Beverage Operations

Added on 2020-01-15

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MANAGING PROFITABLE FOODANDBEVERAGE OPERATIONS

Table of ContentsCritically evaluate the DINESERV model and its suitability for restaurant and bar operations to ensure consistency in service delivery and quality...............................................................................3References............................................................................................................................................6

(Doc) Managing Profitable Food and Beverage Operations_2

CRITICALLYEVALUATETHE DINESERV MODELANDITSSUITABILITYFORRESTAURANTANDBAROPERATIONSTOENSURECONSISTENCYINSERVICEDELIVERYANDQUALITYService quality is recognized as a vital dimension to the successful business performance ofcustomer- focused firms. It is an apparent fact that service quality leads to higher profitability andcustomer satisfaction; thus managers invest tremendous effort to measure and improve the servicequality in their business (Dittmer and Keefe, 2009). The present research study has been made on ElParador restaurant which focuses on Dineserv model for the purpose of managing service capabilityand efficiency. In this context, chief emphasis has been made on DINESERV model which istypically regarded as a tool for measuring service quality in restaurants. In the subsequent study,suitability and consistency of DINESERV model has been stated and along with that, itscontribution in operational management of restaurant has also discussed (Enz, 2009). Further,researcher has also mentioned the need of building quality aspects in restaurant services and how itcan be used for becoming the most competent entity. DINESERV is an effective tool for measuring service quality in restaurants and Baroperations. There are many dining choices of a customer. Also, some customers have years ofexperience in dining out. In such cases, if a particular restaurant is not able to meet the expectationsof the customers, it may dissatisfy them (Allen and Albala, 2007). This will result into generation ofnegative word of mouth which can have serious consequences for El Parador restaurant. Dineservmodel assesses the perception of customers regarding service quality of a restaurant. This is arelatively simple tool that helps in determining the views of customers regarding the service qualityof a restaurant. According to views of Dittmer (2009), there are 29 items in Dineserv model whichdetermine the service quality on the basis of five dimensions. These include reliability, assurance,tangibles, empathy and responsiveness. The model is suitable for El Parador restaurant for ensuringconsistency in service quality and delivery (Astroff and Abbey, 2006). This is because, it helps inidentifying the dimension on which the restaurant is weak in service delivery. Identification of thisweakness helps in improving that particular area of service delivery. However, it can be critically analysed that a number of items are included in Dineserv whichmakes it complex to be applied (Bechet, 2008). The large number of items reduce the simplicity ofthe model. Also, these make it a bit time consuming. Moreover, some of the element of servicequality are not quantifiable. This makes it difficult to assess the service quality of the chosenrestaurant. But, Nash (2000) argued that one of the dimensions of this model, which is reliability, isone of the most important dimension which helps in assessing the service quality of the restaurant.This dimension is concerned with the ability of performing the promised service in a dependable

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(Doc) Managing Profitable Food and Beverage Operations