Impact of Changes in Hospitality Operations Management: A Case Study of Finest Catch
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This report discusses the impact of changes in hospitality operations management on the performance objectives of Finest Catch, a food and beverage outlet. It evaluates the principles of throughput time and throughput rate and how the changes in process have impacted efficiency and effectiveness.
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Contents INTRODUCTION..........................................................................................................................1 MAIN BODY...................................................................................................................................1 Focus on two performance objectives most impacted on by changes, critically discuss and justify the impact of these changes had.......................................................................................1 Discuss and apply the principles of throughput time and throughput rate..................................2 Evaluate how the change in process has an impact on efficiency and effectiveness..................3 CONCLUSION...............................................................................................................................3 REFERENCES................................................................................................................................5
INTRODUCTION Operations management in hospitality industry essentially involves utilizing available resources in an optimized manner in order to deliver best services to their customers as well as meeting organisational goals and objectives(Anning-Dorson and Nyamekye, 2020).This project report is based on a case study which is based on a food and beverage outlet named Finest Catch situated at Henley-in-Arden in 2011. Restaurant provides excellent service and exclusive tasty food to their customers. Even they were working on their vision statement which states that it is the place where people will make repeated visits after coming once. Their food service system as well as exclusive taste are much appreciated by people who visit that food outlet. By overlooking the success, owners have opened an another branch of food outlet at Shirley. However, owners of Finest Catch have bring changes in their food service process. Now, guests can not reserve their table on a early basis. Guests have to complete formality while entering in the food outlet by moving to different counters for giving their orders again and again. Even guests are not welcomed in a previous way and do not taken to their seats by waiters. They have to leave their chairs and walk towards the ordering counters for giving their side orders for dessert or drinks. Guests are also provided unlimited soft drinks through drink dispenser at the counter. Taste of their food dishes is same as before and they are running their outlet at a successful state. MAIN BODY Focus on two performance objectives most impacted on by changes, critically discuss and justify the impact of these changes had Performances of businesses are mainly dependent to their abilities to effectively serve to customer needs(Gursoy, 2018).Every business runs their operations in order to meet the demand of market and to satisfy customer wants. Finest Catch serves great food dishes at economical prices to its customer which helped the restaurant in gaining more market attention and increasing their profitability. The restaurant cracks the idea that tasty food and best customer services are two main objectives that can help them to grow business and profitability. But with time, Finest Catch adopts necessary changes in restaurant according to the shifting in trends of market. The restaurant started its take away services so people can enjoy delicious food at the 1
comfort of their home. In addition to that, Finest Catch also adopts more changes in their restaurant which impacts their performances objectives in following ways: Profitable focused objectives-The main reason of commencing business is different for every organisation. But the major objective to continue business operations is earning as much as revenue as possible. Financial objective of Finest Catch has seen some major impact from the changes adopted by company. The restaurant use to have a large number of staff for various activities like cooking food, food service, directing people to their tables, clearance and many more(Maier Tolic, Klimkeit and Dingeldey, 2021).Then the management decides to change the coarse of restaurant by making it a self service outlet. The process has been changed to counter and self service where two ordering points have been made for ordering food. This change impacts the financial performance objective of restaurant as now only limited number of employees are needed to manage guests. The sales and profitability of Finest Catch has been increased since then as the restaurant is focused more on providing better quality food as well as services and less on serving, directing and maintaining place. By this way, more customers visits the restaurant even if there is no place to sit and dine as they can now takeaway food. Therefore, profitability objectives of Finest Catch has been affected by adopting these changes as more customers means more sales. Quality objectives- Finest Catch is known for providing best combination of delicious fish and chips as well as milkshake with ice cream. Even the vision of Finest Catch is “Where people come first and come back again”. The restaurant has been able to maintain the quality of their food and services from its beginning by bringing continuous improvements in operations. By implementing change of self order and service, the management now is properly focused on maintaining quality of operations in order to attract more customers and retain the existing one's. Increased number of people in restaurants maximise the demand for better food, thus the management of Finest Catch has been able to improve quality performance objective in order to effectively meet the various demands of customer. Discuss and apply the principles of throughput time and throughput rate Throughput time refers to the actual time taken to produced a product and provide services to the customers(Pereira, Silva and Dias, 2021).It refers to the period to time needed for the production process aswell as the duration of extra time included in transforming raw material into finished goods. In Finest Catch, the chef take time to produce or make food items 2
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as per the order of the customer. It is very important for the producer in Finest Catch to manage their time to produce food product and offer fast services to retain their loyal customer base for long term. To apply this in their processthey measures how much they take time to make one dish, from taking order to customers to sourcing inputs to producing final product to sale and satisfied the expectation of customer. Whereas, throughput rate refers to the term which explain the rate which an organisation processes and produces its goods or services(Rowson, 2019).The main motive behind this term the throughput rate is often to determine and minimise the most effective cost of resources in the manufacturing process. InFinest Catch, they can use this principle by purchasing raw material in bulk as well as use them in most effective ways to reduce the wastage and cost in the production process of food. As they can use all these resources in most effective way to make the product and services creative. Such as they can take order with all customer and make similar item collectively to reduce the cost of fuel and raw material as well as for this they can also save their time which are wasting on making same item again and again. Evaluate how the change in process has an impact on efficiency and effectiveness The Finest Catch restaurant take changes as previously they offer their food services by going to the customers and take order to them as well as also provide billing services on their table. But in recently they change their process as they start take away services in their restaurant. As customer have to do self services to give order and bills they have to go on reception and take food from kitchen window(Secchi, Roth and Verma, 2019). All these changes has great impact on theefficiency and effectiveness of Finest Catch which improve their productivity as well as profitability. Previously they hire more staff to provide all these services to the customers on table which also leads to extra time and cost. By introducing these changes in Finest Catch, it is beneficial for them as they hire less staff which save their money, cost and time as well as customers directly order to manager that takes less time as compare to before. All these changes has great impact to improve the quality of their services and reduce their cost of hiring extra employees for providing services to the customers to earn money. CONCLUSION From the above presented information, it has been concluded that operation management can be understood as the administration of business processes for gaining high level of efficiency 3
in an establishment. Operations management in hospitality industry is concerned with business activities like food & beverage, logistics, recreational activities, tourism and many more. Finest Catch provides excellent services and exclusive taste at its initial stage and its appreciated by people. Performance objectives that are undertaken in this report are profitability and quality. These two terms are used by organisation for maintaining their progress throughout their operations. It is imperative for restaurant owners to access the profit levels in organisation. Changes which are made by managers of Finest Catch provides an opportunity to them to hire less staff which helps in investing those resources in other operations like maintaining exclusive taste through recruiting professional chefs. This practice helps in improving their effectiveness and efficiency. Changes in processes have an overall impact on the operations of Finest Catch. It helps them to increase their efficiency by maintaining that earlier taste and people with low staff. Throughput time can be explained as the actual time which is undertaken by organisation for producing a product. This has improved efficiency of operations of Finest Catch in a rational manner. 4
REFERENCES Books and Journals: Anning-Dorson, T. and Nyamekye, M. B., 2020. Be flexible: turning innovativeness into competitiveadvantageinhospitalityfirms.InternationalJournalofContemporary Hospitality Management. Gursoy,D.,2018.Futureofhospitalitymarketingandmanagementresearch.Tourism Management Perspectives.25.pp.185-188. Maier Tolic, G., Klimkeit, D. and Dingeldey, A., 2021. Measuring Customer Delight in Tourism andHospitalityOperations:FindingsfromSingaporeandMalaysia.InService Excellence in Tourism and Hospitality(pp. 57-71). Springer, Cham. Pereira, V., Silva, G. M. and Dias, Á., 2021. Sustainability practices in hospitality: Case study of a luxury hotel in Arrábida Natural Park.Sustainability.13(6). p.3164. Rowson,B.,2019.Marketingforthehospitalityindustry.InModernHotelOperations Management(pp. 268-297). Routledge. Secchi, E., Roth, A. and Verma, R., 2019. The impact of service improvisation competence on customersatisfaction:Evidencefromthehospitalityindustry.Productionand Operations Management.28(6). pp.1329-1346. Torlak, N. G., Demir, A. and Budur, T., 2019. Impact of operations management strategies on customer satisfaction and behavioral intentions at café-restaurants.International Journal of Productivity and Performance Management. 5