Hospitality and Tourism Services Management

Running head: HOSPITALITY AND TOURISM SERVICES MANAGEMENT
Hospitality and Tourism Services Management
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HOSPITALITY AND TOURISM SERVICES MANAGEMENT
Hospitality and Tourism Services Management
One of the new trends in hospitality and tourism sector is the use of the e-order
system in restaurants. In e-order system, the customers use digital gadgets like smartphones
to order for foods and drinks (Mardani et al., 2015, pp.1034-1068). With the high levels of
digitization, most of the customers have preferred the restaurants with this system, instead of
the manual one that is too tedious. Thus, for a restaurant to attract more tourists, the e-order
system is one of the vital aspects to provide. One of the restaurants that have implemented
this technology is the Little Hu Nan Restaurant. It is situated in 17 Goulburn Street
Haymarket NSW 2000 Australia. Some of the benefits that the restaurant experiences in
using the e-order system are serving many people as everyone is using smartphones enabling
the customers to feel the value of the services by reducing errors by the staff, the
establishment of strong service management and increasing service quality, among other
benefits.
The e-order system in the Little Hu Nan is helpful as most of the tourists visiting the
place have smartphones and these smartphones helps them to place their orders, receiving
them, and paying for them without making very long ques. Notably, since the concepts of
social media and smartphones have become common, consumers want to see the technology
also applied in dining matters. One of the surveys conducted by Technomic (Vaughn et al.,
2015) says that consumers are attracted to restaurants that assist them in getting food and
paying their bills without making queues in the restaurant. The aspects of many having
smartphones have led to the restaurant develop different ways where customers order for
foods using the phones. One is the mobile ordering, where buyers place the order of foods
that they want using the phones. This has been used in the fast food chain hotels. The other
way is through iPod order kiosks where customers order foods from the stall. The method is
meant to reduce the time spent by clients while making lines in the kiosks. Besides, there is

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the Facebook ordering where restaurants form pages, where their customers order and pay for
foods, after which they are delivered to their homes. These ways are beneficial to restaurants,
for example, the Hu Nan as the buyers see the menus in the phones with clear pictures. Thus,
the easily order and get the foods of their choice, which has attracted most of them as the
hustles of making lines is reduced.
The other benefit of the e-order system in a restaurant is on reducing staff errors
which are very common in restaurants. Staff errors are common in restaurants that serve
people from different places indicating that languages are different. Whenever language
barrier is evident among people, communicating becomes hard which would lead to wrong
orders. With the e-order system, the errors are reduced in various ways. One is that correct
information reaches the right person (Partington et al., 2015, pp.e23-e33). The idea means
that where a customer sends data to the customer care agent, the data would not get to the
cook. This is because the e order system has better communication channels which ensure
that information reaches the right person. Several benefits are realized in this, one being that
trust is built between the communicating parties. In most cases, buyers prefer being served
by people whom they trust with their health. This is to say that where information reaches a
different person from the intended, chances of distortion is high, that would lead to the needs
of the customers not being met. The other benefit of right information reaching the intended
person is that there are no delays. When a customer targets a certain cook for services, they
are sure that the person is responsible for serving them and thus delays are not expected. With
that, the customers rely on them and do not fear that delayed services would be experienced.
Errors in the kitchen are also reduced by the e-order system, where customers do not
worry about wrong dishes being delivered. Considering that the restaurant serves many
people, who have different tastes and preferences, the order system, should be accurate in
ensuring that customers get the food they have ordered for (Xiang, 2018, pp.1-7). The

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restaurant kitchen e order system has several benefits to both the consumers and the cooks.
One is on accurate track fulfillment time, which is enhanced by the Kitchen Display Systems.
By the use of the screens, the kitchen staff determines the time to take for the order to get
ready. Since the customers have access to this information, it becomes easy to identify
mistakes whenever they are spotted. For example, if a customer orders for beef pizza and the
screen displays a chicken pizza, the buyer contacts them, and the mistake is rectified. The
other benefit in e order restaurant kitchen service is that the cooking process is simplified.
With this system, the cooks know the number of dishes they are to make every day. This is
different from the manual method, as cooks work on guesses where they prepare meals
hoping that the customers would prefer them. However, the e-order system is suitable as
cooks prepare foods based on the order placed which makes their work easy. Apart from that,
the system prevents cases where two cooks would prepare similar meals that could lead to
wastage. Instead, each cook is allocated their dish which not only makes the work easy but
also ensures that the needs of the customer are met. In fact, the system allows online contact
between the cook and the buyer to make follow up process easy.
The e-order system also reduces errors in the restaurant by easing the understanding
between managers, staff and the customers (Harman, 2017). Unlike the manual operation,
the e-order makes all activities in the restaurant clear as keeping track becomes easy.
Whenever communication is made easy, understanding becomes possible, which contributes
to quality services to the customers. With that, each knows their role in the restaurant. For
example, where understanding between managers and staff is ensured, the leaders allocate
duties easily, where the workers specialize in the areas they are good at. With that, each
person works to play their roles in the hotel which eases the work in the place. Easy
understanding also contributes to better solving of the problems that arise. For example where
connection issues between the restaurant and the customers are spotted; the issue is easily

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sorted due to teamwork in the place. This is enabled by the-e order system because keeping
track of the processes is made easy. Apart from that, the decision-making process becomes
easier and conclusions made are acceptable by all. This is because, whenever the
management is about to make decisions, customers views are considered as they
communicate with the digital gadgets. This is of benefit as the buyers' needs and expectations
are met. In the manual system, involving the consumers in the decision-making process is
hard, as they are only available while they are in the restaurant. With the e-order system, the
case is different as communication between the customers and management is paramount.
With the reduced staff errors, customers are satisfied and happy with the high-quality
services offered and this is one of the main goals of the restaurant. Like other businesses,
restaurants success is determined by how well the customers are served. Customer
satisfaction is ensured where the needs and expectations of the buyers are met. Notably, food
buyers do not prefer buying from different places. Instead, they identify the most suitable
location for them and permanently stick to the restaurant. On the other hand, there is stiff
competition in the hospitality and tourism sector, where each restaurant is working to attract
more customers. In doing so, making use of the e order system is one of the ways to ensure
this. Customers find it easy in ordering and getting the foods that they need. Since the process
is easier, especially with the idea that making queues is reduced while the relationship
between the customers and the restaurant is close, customer satisfaction is evident. This is
helpful as they would not only stick to buying in the restaurant but will also refer other
people to the hotel. This increases the number of buyers to the restaurant which contributes to
more income. This is to say that the e-order system in the restaurant has become useful in
reducing common mistakes for example in passing information, in the kitchen as well as
ensuring understanding between the management and the customers, which results to
customer satisfaction that is beneficial to the restaurant (Cagliano et al., 2015, pp.928-963).

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The other benefit in the-e order system is on building strong service management in
the restaurant. In any organization that serves people, having stable control is one of the main
factors to consider, in ensuring that the activities run normally. It is the management that
determines the division of labor, avails the necessary resources and control activities,
meaning that it is the center of all activities. With the-e order system, the restaurant's
management becomes stable as keeping track of activities is easy. Several benefits are
realized where the leadership sector is reliable. One is on organizational culture. Culture
refers to the behavior adopted by stalk holders in an organization which defines their way of
doing things. Notably, where the e-order system is incorporated, the worker's cultural values
are well known. By that, they work in a way that, they operate as a team which is important
in delivering the desired services (Molina et al., 2015, pp.41-54). For example, the restaurant
has the culture of minding the welfare of the customers before theirs. Other examples of
cultural values in the restaurant are honesty, respect, dignity, and understanding. With a
strong culture, the management becomes easy which meets the needs of the consumers.
The e-order system also ensures strong service management by attracting more
employees. Unlike in the early days, where people looked for jobs to get money, most of the
current workers are not interested in the amount of money they earn. Instead, they want a
working environment that gives them a chance for advancement in their careers as well as
personal fulfillment. With the e-order system, where each employee knows their roles, rights,
and responsibilities in the workplace, most prefer working in the restaurant, instead of other
places where the confusion is experienced. Several aspects of the restaurants are evident, by
the use of the e-order system which has led to employees' stay. Motivation is one of the
aspects where employees are given the morale to work in the organization. Some ways used
in ensuring this is offering incentives to them, gifts of appreciation as well as holidays. By
that, the employees enjoy working in the organization, because their welfare is considered.

HOSPITALITY AND TOURISM SERVICES MANAGEMENT
The e-order system also increases team cohesiveness among the departments in the place.
Cohesiveness is important, in ensuring that workers function as a team with specific goals to
meet.
The e-order system also ensures stable service management by shaping the workers to
acting in a certain way which improves efficiency in the workplace. With the e-order system,
specifically with the comments made by buyers, the management identifies both strengths
and weaknesses experienced in serving the customers. Afterward, the issues are addressed
where the workers are directed into working in certain ways. Since they are consulted at the
decision-making point, the workers follow the directives. With that, efficiency in the
workplace is improved which is not only helpful to customers but the restaurant as a whole.
Where this is ensured, the aspect of professionalism and being responsible at work is boosted.
Every business aims to ensure that activities are done professionally which ensures quality
services. The e-order system ensures the same as work is divided in the right manner and thus
one specializes in the area they are good at and exercise their profession. With that, the e-
order system insists that the employees working in the restaurant must have acquired a certain
level of skills, for them to provide professional services. Even though trained workers
demand higher pays, they are useful as they have acquired the right skills needed in serving
the customers.
The final benefit evidenced by using the e-order system is increasing the quality of
services to the customers. One way to ensure that services given are of high quality is making
use of technology which boosts activities by making them fast and right. Part of the
technology is the e-order system which ensures that customers are served in the right manner
and that their demands are prioritized. Apart from that, the e-order system has ensured that
services to customers are swiftly and correctly done. For example, immediately a customer
orders for a certain dish, the expert in the field gets the information and begin preparing the

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meal. Notably, confusion is lowered as the staff keeps contact with the buyer in making sure
that the demands of the client are met. The system is thus different from the manual one
where the relationship between the staff and the customer is not well established. Quality
services are also offered, considering the satisfaction of the staff and customers that is
evident. One way to ensure satisfaction easily understands the information given by the
customers. As said before, the buyers place orders by the use of their phones where the
information reaches the staff and the meal prepared. Since the communication channel used is
direct and reduces the occurrence of errors, the customers are satisfied with the services
offered (Chathoth et al., 2016, pp.222-245). The system also ensures quality services by
letting the customers develop the feeling of freedom, relaxation, and enjoyment while being
served. This is ensured by the issue that they are allowed to order for food in any place since
the physical appearance in the restaurant is not necessary. This makes the customers feel that
they have the freedom to order for food from any point which reduces stress for example in
making long queues in the restaurant. The management services are also made easy, as each
person in the place is aware of what is needed from them. In fact, the system ensures that
follow up activities are less, since people know what is required of them. Where the
customers and the staff are satisfied, loyalty in the workplace is boosted. Employees become
committed to serving the restaurant while the customers prefer buying from the place all the
time.
In conclusion, basing the paper on the importance of e-order system in the Little Hu
Nan Restaurant, it is clear that the technology has boosted operations in the place, making it
gain a competitive benefit in hospitality and tourism industry. The e-order system has
reduced staff errors by ensuring that information reaches on time and to the intended people,
kitchen operations are boosted to meet the needs of the customers and understanding between
the involved parties is enhanced, which leads to customer satisfaction. Through the system,

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the management system has been made strong as the restaurant has developed its culture, the
relationship between the management and the workers established as well as cohesiveness.
By that, employees are directed to work in certain ways thus providing professional services.
Quality services have also been offered, by making good use of the technology which has
ensured that services are swift and correctly offered which leads to the satisfaction of both the
customers and the staffs. All these benefits among many others makes e-order system very
important in restaurants and many restaurants should strive to incorporate it in their
operations.

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References
Cagliano, A. C., De Marco, A., Rafele, C., Bragagnini, A., & Gobbato, L. (2015). Analysing
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Chathoth, P. K., Ungson, G. R., Harrington, R. J., & Chan, E. S. (2016). Co-creation and
higher order customer engagement in hospitality and tourism services: A critical
review. International Journal of Contemporary Hospitality Management, 28(2), 222-
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Mardani, A., Jusoh, A., Zavadskas, E. K., Khalifah, Z., & Nor, K. M. (2015). Application of
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Harman, B. (2017). U.S. Patent No. 9,805,351. Washington, DC: U.S. Patent and Trademark
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Xiang, Y. (2018). Set self-service sales and online customization in one of the product
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