Restaurant Operations and Consumer Perceptions

This assignment delves into the critical aspects of restaurant operations and consumer perceptions, focusing on cleanliness as a vital factor influencing customer satisfaction and repeat patronage. It covers topics such as service quality concerns, Generation Y consumers' preferences, open kitchen designs, cross-cultural studies, halal certification, and the impact of internet postings on restaurant inspection scores. The assignment also includes an analysis of a flowchart illustrating restaurant operations.

Manage Operational Plan

Table of Contents
Executive summary:.........................................................................................................................3
INTRODUCTION...........................................................................................................................4
Discussion on Findings:...................................................................................................................6
CONCLUSION ...............................................................................................................................6
RECOMMENDATIONS.................................................................................................................6
REFERENCES................................................................................................................................7

Executive summary:
Operational plan is the structure which includes the information of the strategies which
are involved in strategic plan. In this report, the strategies have focused more on the maintenance
and cleanliness of the restaurant. The coffee house was visited on two different occasions that is
Christmas and New Year. The main aim of inspection team to visit the restaurant is to check
whether customer were given the best quality of services and food items. Further, they have also
checked the cleanliness of the workplace.

INTRODUCTION
Operational plan is the methods which helps in planning the goals and objectives. It is the
foundation of justification of an annual operating budget request. Operation management helps
in forming and controlling the process of production and manufacturing the business practices in
managing the production of products and services. Coffee house chain is used in this report for
analysing the cleanliness of the area (Ward, 2016). Brunetti is restaurant in Melbourne Australia
which is famous for providing tasty coffee, cakes, sweets and desserts. It was established by Sir
Brunetti in 1985. Present report covers the information of coffee shop and its cleanliness. The
observation of number of customers in the shop has been discussed. Further, the analysis of the
quick services of the coffee bar has been done. Further, recommendations are provided to
improve the customer services.
Brunetti is famous for its coffee and has given special training to its members to make
tasty coffee. They have applied different techniques, skill and learnings of their past knowledge
and experience to give unique taste to tea, coffee and food items. Further, cleanliness, hygiene
and sanitation are the most important concept for every restaurant and cafe to attract the
customers. Brunetti has given more importance to the neat and clean environment and area in its
workplace and has made separate team to look over the entire cleanliness and maintenance of the
cafe.
On the occasion of new year, the number of visitors and customers are appreciable.
Around 500 people visited the shop on the same day. On this festival, the services of the coffee
restaurant are not much effective and quality of the products was very poor. They have given
more importance to the cleanliness rather than best service (McGrath, 2010). Due to more rush
of people, the coffee shop has not treated their customers properly. They are misleading them
and are not providing high quality of tea, coffee, beverages and food.
The restaurant was also inspected on the festival of Christmas, customers at that time are
treated with more loyalty. They were welcomed and provided best services. The restaurant has
also maintained proper cleanliness of its workplace as well as surroundings. They have also
treated the persons with special care and helped them to get best offers of the cafe. They were
served with special tea and coffee and other drinks (Casadesus-Masanell and Ricart, 2010). The
number of people visited on this festival is very large. The company has made proper
arrangements to provide the services to the customers on the time. Further, they have treated

their customers very humbly and politely. They have maintained their cleanliness and
effectiveness in the area. This has helped the customers to get attracted towards the cafe.
In the coffee shop there are 25 members which are currently working in which 10 are
supervisor and 15 are chef in the company. They are trying their best to meet the demands of the
people. The focus of the whole team of the shop is to provide their best services to the customers
on demand (Stutely, 2012). The main thing which the customers like is the cleanliness and
maintenance of the cafe. They are attracted by the services, menus, cleanliness of the shop. The
restaurant has well employed team of maintenance which look after the cleanliness and other
development. The top manager of the maintenance team will look after the management of the
all the cleanliness after every special occasion and daily services. It has assigned various duties
to the team members whose main role is to look after cleanliness of the common place and
kitchen of the cafe. They also look after the wash room cleanliness also.
Further, the manager have to give more attention on the cleanliness of the place which is
in neighbourhood of the cafe so that more customers can be attracted (Burke, Fraser and Greene,
2010). They to special care when some occasion or festival comes because the number of visitors
at this time increases. The well developed system for cleanliness has been used in the coffee
shop in which the members are separately assigned to look over the maintenance of the place.
They were given responsibilities which helps the shop to make their place more attractant.
The inspecting team has also evaluated the cleanliness of restroom and surrounding areas
to analyse the contribution of cafe towards their neat and clean place. They have checked the
cleanliness of the floors and the facilities of the rooms (Steiner, 2010). They have checked that
lighting system and doors and walls of the restaurant are properly maintained or not. The
inspecting team members have inspected the ceilings and architecture of the restaurant to check
whether the building is in proper condition or not and can resist the storm and other natural
calamities. Further, the main thing which they have given more focus is the cleanliness of
surrounding areas as the restaurant is not situated in the industrial areas because their toxic gases
and waste products directly affect the health of the customers.
In addition to this, the team has also analysed the cleanliness of nearby areas of the cafe.
The well maintenance of the neighbourhood areas is also important as the people watch the
cleanliness of the surrounding place. This has helped the people to select the best place to enjoy
their tea and food. The cleanliness matters a lot because the people are more serious for their

health and hygiene. They prefer the clean environment as well as best customer services. The
customers always choose the place which is neat and clean.
The cafe has imposed the limit to sample size for all the products. The maximum size
quantity for beverages is 3 ounces and food items is limited to 1 ounce bit size ( Moonen and
et.al., 2010). Further, the cafe has restricted the use of alcohol in the workplace. It is not serving
the alcohol in its premises and does not allow the people which have taken the drink in its area.
This has helped the cafe to maintain its image among the customers.
Discussion on Findings:
It is founded that the cafe has tried to provide the best services to the customers. From the
above findings it can be said that the restaurant has to focus more on its services and behaviour
so that they can treat their customers with full respect. Further, they have to maintain its rooms
and interior areas so that there is no chance of any dusting and infectious diseases (Bryson,
2011). The inspection team has checked the surrounding environment and cleanliness of Brunetti
and found that the cafe needs more strong strategies to maintain the workplace as well as its
customers.
CONCLUSION
From this report, it can be concluded that the hotel has given importance to the
cleanliness and have made separate department to maintain the cleanliness of the hotel. Further,
it has not focused on the service and the quality of the products. Further, the report has also
analysed the cleanliness of exterior, surroundings and interior structure of the restaurant. The
food and beverages are sampled.
RECOMMENDATIONS
It is recommended that the restaurant has to focus more on the quality of products which
it is serving to the customers. The cafe manager has to focus more on the cleanliness of its
surrounding place as well as its own place to attract more number of customers. It is also
recommended that they have to treat their customers with loyalty and with sincerity so that they
can be satisfied and visit the restaurant again.

Part 2 DEVELOP AN OPERATIONAL PLAN FOR A NEW BUSINESS
1. Operational plan for new business
The new business of establishing the restaurant requires various things to be considered.
The new cafe named as Coffee cafe is opened in the famous street of Sydney. To develop the
new business, there is requirement of labour, capital best equipments, facilities etc. The main
goal of the new cafe is to lead in the market and expand product range to meet the customer
need. The new business requires skilled and expert labour to increase the efficiency of the cafe
(Wheelen and Hunger, 2011). Further, it requires the best equipments to make food and coffee
which helps them to meet the demands of the customers on time. To provide best services to the
customers, the most important thing which need to be consider is finance to complete the
requirements of the employees as well as customers.
Key performance indicators
Profit:
The cafe has to consider the gross and net profit in order to understand the success and
loss of the business. Further, the cafe has to regularly check their performance to determine the
success rate.
Cost:
Coffee cafe has to find out different methods to minimize the costs so that they can attract
more customers (Slack, 2015). Low price will surely help Brunetti to increase its profits and
image in the competitive market.
Customer Lifetime value:
Reducing the costs of the products will not sufficient factor to achieve the satisfaction of
the customers. They also look after the services and cleanliness of the cafe. This will help the
cafe to determine the effectiveness of their relationship with the customers. Effective
relationships is very necessary apart from low cost services.
Customer satisfaction and retention:
The cafe has to involve the customer satisfaction score to evaluate that the customers are
visiting the place frequently or not. This will help the authority to know how much their
customers are happy with them and their services (Barber and Scarcelli, 2010).
Employee satisfaction:

The restaurant has to measure the satisfaction level of their workers by conducting
various surveys and meetings. Effective environment in the workplace will encourage the
employees to work hard (Barber, Goodman and Goh, 2011). It is very necessary to achieve the
satisfaction and confidence of the staff members because they are the key roles in achieving the
success of the cafe.
Employee turnover rate:
The cafe has to determine the turnover rate and examine the cafe culture, package and
work environment. This will help them to reduce the problem of employee turnover and help
them to increase the satisfaction level of the staff members.
Monitoring and controlling process:
To increase the business, the cafe company has to monitor the staff related activities.
They have to provide proper guidance to the workers about their targets, work and goals
(Harrington and et.al., 2012). They have to make strong plans for the payment and leave policies
of their workers so that they cannot have to face problems related to their payment. Further, they
have to monitor the purchasing power of the customers in order to understand their taste, choice,
likes and dislikes. This will help the cafe authority to systematically handle all the activities
related to their objectives (Gagić, Tešanović and Jovičić, 2013).
Contingency plan:
The cafe authority has to make backup plan to provide best services in the case of
employee turnover rate. The cafe has to hire extra employees so that the problem employees
shortage can be resolved. Further, it has to make effective plans related to their cafe which can
help them to face typical situations (Chow and et.al., 2010). Further, they have make strategies
which helps them to hold their customers trust and increase their satisfaction level. This will help
them to regain the trust of the consumers in typical situations.
2. Communicate effectively with relevant stakeholders
In order to make the business successful it is very necessary to take advice from the
experts and trainers so that they can guide the entrepreneur in the best possible ways. Further,
they have to communicate the goals which are related to their business operations. The
entrepreneur has planned to increase their market share by 10% by providing best services to
them (Vilnai-Yavetz and Gilboa, 2010). Next target is to make effective plans which helps the
employees to achieve their targets on time. They have to make strategies in which every person

will get right thing according to its specialization. The restaurant has to develop the plan in
which can be more appropriate for fulling the needs of the employees as well as other customers.
The organisation has to engage the team members in the work in the case if there is no
work to do. In the free time, they can provide trainings of their future targets or conduct meetings
or games which help them to interact more with their staff members. Further, they have to
engage the employees in making moire effective by explaining them the new targets and goals
(Choi and et.al., 2014). The cafe manager has to encourage their staff members to negotiate in
the situation when their restaurant is facing the conflicts or misbehaviour from their customers.
3. Memo to all staff members
To: Staff members
From: Human resource manager
Date: 1-09-2017
Subject: Maintenance of cafe
We are pleased to provide you with planning document of the cafe. The memo will purpose the
summary plan of all the proposed plans of the cafe. The cafe will be opened on every day of the
week except Sunday. All the employees will have to report on time and treat the customers with
respectfully. The staff members have to increase their performance and deliver the customers
orders and demands on time. Further, the kitchen equipments specially roaster must be handled
properly so that no bad incident like fire will take place.
The maintenance department team members have to take care about the cleanliness of the cafe
as well as other cleaning related activities. The cafe has planned to focus more on the customer
service and maintenance so every employee has to contribute positively and help the cafe in
achieving its new goals and strategies.
The positive attitude, enthusiasm and contribution of all the staff members have helped the
company to increase its popularity in the market. The meeting will be conducted on the next
week to discuss all these issues and praise the positive contribution of the employees for
helping the company in achieving the customer satisfaction.

4. Gantt charts for weekly operation of the cafe:
Gantt chart helps in analysing the start and end dates of the terminal components. It also
assists in combining multiple tasks into single document. It also helps in maintaining the clarity
and managing time.
Flowchart helps the cafe to understand the main goals and future targets. It is represented
in the shape of rectangles, ovals, arrows etc. It also presents the solution model for the problem.
Flow charts helps in understanding the key concepts and future plans in deep and plays an
important role in making effective strategies according to the plans(DiPietro, Pars and Gregory,
2011).
5. Implementation of different strategies to achieve operational plan in the Coffee Cafe
In order to achieve operational plan the cafe has implemented various strategies which
are defined as follows:
Recruiting, inducting and developing personnel:
Illustration 1: Flowchart
(Source: Flowchart for restaurant operations, 2017)

The manager of the cafe has made strong recruitment and selection process to employee
the best applicants in the workplace. The manager are also providing trainings and development
plan to the new employees so that they can understand the working culture of the restaurant and
provide their best services (Yoo, 2012). They have focused on providing the best help to the
employees which need training for developing their skills and behaviour so that they can treat
positively with the customers. This will help them in understanding how to deal with the visitors
and make them happy.
Acquiring physical resources and services:
The topmost authority of the cafe has used various strategies to increase their
performance and services by acquiring physical resources. They have purchased new and
advanced resources to reduce the physical work and help the employees to provide their effective
services. This will help the cafe to increase its performance and make effective reputation among
the customers (Alonso and O'Neill, 2010). Physical resources like roaster and electric
equipments has played an important role in reducing the physical efforts of the chefs as well as
other employees. Further, they have also provided the best resources and products to the
employees to provide the customers tasty and healthy drinks.
Protecting intellectual property:
The cafe is properly following all the rules and regulations of the government. Further, it
has also given more concentration on protecting its property from environmental as well as
public damage. The cafe has also taken copyrights of its building to protect itself from legal
issues (Zannierah Syed Marzuki, Hall and Ballantine, 2012). It has tried to protect its image,
logos and symbols by achieving the trust and confidence of the customers. The protection of
intellectual property is very necessary in making the things clear and achieving the future goals
and success.
Making variations to the plan:
The cafe authority knows that old plans are not much effective in making the business
successful. Therefore, the cafe has made modifications in its plans and made new strategies
which are interesting and effective (Al-Turki, 2011). These strategies are proved to be helpful for
the employees, customers as well as cafe. The cafe company has also made variation in
employees payment and benefit policies so that must be motivated and do the work more
dedicatedly.

Monitoring and documenting performance:
The cafe has monitored the performance of its employees as well as its share market to
gain more profits. They have also conducted the surveys and interviews to determine their
performance. This has helped them to modify their menu and taste of the drinks. The cafe has
also provided feedback to its employees so they can feel that someone is regularly observing
them and they can increase their productivity (Waters, and et.al., 2013). Further, they have
monitored the customers demands and taste in every season so that they can understand their
choice and provide the services and products according to it.

REFERENCES
Books and Journals
Bryson, J.M., 2011. Strategic planning for public and nonprofit organizations: A guide to
strengthening and sustaining organizational achievement (Vol. 1). John Wiley & Sons.
Burke, A., Fraser, S. and Greene, F. J., 2010. The multiple effects of business planning on new
venture performance. Journal of management studies. 47(3). pp.391-415.
Casadesus-Masanell, R. and Ricart, J. E., 2010. From strategy to business models and onto
tactics. Long range planning. 43(2). pp.195-215.
McGrath, R. G., 2010. Business models: A discovery driven approach. Long range
planning. 43(2). pp.247-261.
Moonen, B., And et.al., 2010. Operational strategies to achieve and maintain malaria
elimination. The Lancet. 376(9752). pp.1592-1603.
Steiner, G. A., 2010. Strategic planning. Simon and Schuster.
Strategies to achieve operational plan
Stutely, R., 2012. The definitive business plan: the fast track to intelligent planning for
executives and entrepreneurs. Pearson UK.
Ward, J., 2016. Keeping the family business healthy: How to plan for continuing growth,
profitability, and family leadership. Springer.
Wheelen, T. L. and Hunger, J. D., 2011. Concepts in strategic management and business policy.
Pearson Education India.
Slack, N., 2015. Operations strategy. John Wiley & Sons, Ltd.
Al-Turki, U., 2011. A framework for strategic planning in maintenance. Journal of Quality in
Maintenance Engineering. 17(2). pp.150-162.
Cleanliness in restaurants
Barber, N. and Scarcelli, J. M., 2010. Enhancing the assessment of tangible service quality
through the creation of a cleanliness measurement scale. Managing Service Quality: An
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Barber, N., Goodman, R. J. and Goh, B. K., 2011. Restaurant consumers repeat patronage: A
service quality concern. International Journal of Hospitality Management. 30(2). pp.329-
336.

Harrington, And et.al., 2012. Generation Y consumers: Key restaurant attributes affecting
positive and negative experiences. Journal of Hospitality & Tourism Research. 36(4).
pp.431-449.
Chow, A. J., And et.al.M.A., 2010. Exploring open kitchens’ impact on restaurateurs’
cleanliness perceptions. Journal of Retail & Leisure Property. 9(2). pp.93-104.
Vilnai-Yavetz, I. and Gilboa, S., 2010. The effect of servicescape cleanliness on customer
reactions. Services Marketing Quarterly.31(2). pp.213-234.
Choi, J., And et.al., 2014. A strategic cleaning assessment program: menu cleanliness at
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Yoo, S. A., 2012. Customer perceptions of restaurant cleanliness: A cross cultural study.
Alonso, A. D. and O'Neill, M. A., 2010. Exploring consumers’ images of open restaurant
kitchen design. Journal of Retail & Leisure Property. 9(3). pp.247-259.
Zannierah Syed Marzuki, S., Hall, C.M. and Ballantine, P.W., 2012. Restaurant managers'
perspectives on halal certification. Journal of Islamic Marketing. 3(1). pp.47-58.
Waters, A.B., And et.al., 2013. Impact of internet posting of restaurant inspection scores on
critical violations. Journal of environmental health. 75(10). pp.8-13.
Gagić, S., Tešanović, D. and Jovičić, A., 2013. The vital components of restaurant quality that
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Online
Flowchart for restaurant operations, 2017. [Online]. Available through:
<https://www.edrawsoft.com/restaurant-operations-flowchart.php>. [Accessed on 1st
September, 2017].