Hospitality and Tourism Services Management
Added on 2021-06-15
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Running head: HOSPITALITY AND TOURISM SERVICES MANAGEMENT 1Hospitality and Tourism Services ManagementStudent’s NameInstructor’s NameInstitutionDate
HOSPITALITY AND TOURISM SERVICES MANAGEMENT 2Hospitality and Tourism Services ManagementOne 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 (Mardaniet 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 (Vaughnet 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
HOSPITALITY AND TOURISM SERVICES MANAGEMENT 3the Facebook ordering where restaurants form pages, where their customers order and pay forfoods, 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. Withthat, 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
HOSPITALITY AND TOURISM SERVICES MANAGEMENT 4restaurant 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 whereconnection issues between the restaurant and the customers are spotted; the issue is easily
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