Black Bean's Cafe: Detailed Operational Plan and Implementation Report

This report presents an operational plan for Black Bean's Cafe, a business in the competitive hospitality sector. The plan addresses key components, including human capital (personnel, recruitment, training, and remuneration), marketing strategies (membership systems and advertising), recruitment policies and procedures, and stakeholder consultation. The report analyzes the need for additional staff, outlines training programs, and proposes a membership system and advertising techniques to improve sales. It also details the recruitment policy and procedure, including job descriptions and employee selection stages. The report includes a meeting plan and a report on the implementation of the proposed operational plan, discussing the success factors, the impact of new strategies, and recommendations for future actions, such as the implementation of a free lunch promotion. The plan emphasizes customer service, market sustainability, and financial performance, and the report is well-structured, covering all aspects of the cafe's operations.

Black Bean’s Café Operational plan
by
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18 October 2017

Table of Contents
TASK1.....................................................................................................................................................3
1.1 Human capital..............................................................................................................................3
1.1.1 Key Personnel.......................................................................................................................3
1.1.2 Recruitment..........................................................................................................................3
1.1.3 Training.................................................................................................................................3
1.1.4 Remuneration.......................................................................................................................3
1.2. Marketing Strategy.....................................................................................................................3
1.2.1 Membership system.............................................................................................................3
1.2.2 Advertising............................................................................................................................4
1.3 Recruitment Policy and Procedure..............................................................................................4
1.4. Stakeholder Consultation process...............................................................................................6
TASK 2....................................................................................................................................................7
2.1 Meeting Plan................................................................................................................................7
TASK 3....................................................................................................................................................9
3.1 Report on the implementation of the proposed operational plan...............................................9
References.............................................................................................................................................9

TASK1
Black Bean’s Café is a business that operates in the hospitality sector which is very
competitive and demands the highest level of customer service. For the management to
achieve their goals and market sustainability, they have to develop and implement a detailed
operational plan. An operational program will be of much benefit to the business because it
will majorly focus on the products and services offered and develop strategies to exploit
market share and improve financial predictions. Furthermore, the operational plan will focus
on the significant components of the business namely human capital, financial obligations,
risk evaluation and life span approximation of a project, sustainability, and exit strategy.
1.1 Human capital
1.1.1 Key Personnel
The organization’s employees include two cashiers, five waiters (three on permanent and two
on a casual basis) and one manager. The waiters work in shifts depending on the time. During
peak hours there are three waiters and one cashier and during the off-peak period only two
waiters and one cashier are on duty. The peak hours include lunch, breakfast and dinner.
According to the Australian Workers union, workers are expected to work for a maximum of
36 hours a week (AWU, 2016). Due to the capacity of customers served and market
competition; the business should hire an extra cashier, quality officer, and one part-time
worker.
1.1.2 Recruitment
Black Beans café adopts particular procedures for hiring employees by its policies such as
ads in the newsletters (Scott, 2015). Stylish posters for existing openings should be placed on
the government notice boards. Followed by the scheduling of the interviewing date for the
successful job applicants. The professional interviewing panel will then vet all the potential
candidates after which the successful candidates will be made aware of the terms and
conditions of employment. Employment is only based on merit (Hoque, 2013).
1.1.3 Training
Training should be conducted to the existing employees and the new recruits. The new
employees are to undergo orientation so as to make them aware of their respective roles and
responsibilities, organizational policies, goals and mission (Nadler and Nadler, 2012). The
enterprise should also exploit the method of on job training so as to equip the new (Phillips
and Phillips, 2016). On the job Training method is significant because it will make the staff to

be aware of what is expected of them and also to instil in them the necessary skills for
providing efficient and effective products and services.
Seminars and workshops should be held twice a year in conference halls and a consultant is
to be hired on contractual basis to carry out the seminars. Additionally, all staff is to taken to
the already established competitors for exposure and knowledge sharing (Singh and Mohanty,
2012).
The management should also undertake capacity building programs as will be planned by the
department of the human resource management at the termination of each financial year. This
will serve to congratulate the employees for their effort and reward the outstanding ones.
Also, such programs will ensure that the workforce is equipped with new skills and
encourage brainstorming (Hameed and Waheed, 2011)
1.1.4 Remuneration
Table 1: Current Remuneration and Incentives
Title 2011 2012 2013
Waiters 50,990.00 70,450.00 130,598.00
Cashiers 324,560.00 432,987.00 898,743.00
Total employees 8 10 17
Total payroll 375,550.00 503,437.00 1,029,341.00
1.2. Marketing Strategy
1.2.1 Membership system
The sales strategy aims at attracting and retaining the first time customers thus promoting
sustainability of the enterprise. (Armstrong et al., 2015). The company should introduce a
Membership system as a sales tactic. This will offer the customers the opportunity of
registering for the membership via email and the privilege of purchase discounts.
Additionally, with this system the customers will be able to purchase products on credit.
Furthermore, they will be able to book for any meal at any time and collect it later. In
addition to the membership system, the enterprise should create an app through which
customers can easily access the products and services.

1.2.2 Advertising
Due to the limited marketing budget of the organization, promotional techniques that are not
costly should be incorporated into the existing marketing techniques. These include an
offering of FREE Lunch day for the first ten customers (Güler, 2014).
The following is a summary of the detailed operational plan
Strategies
Performance
Criteria Timeframes Budget Responsibility Resources
Human capital:
Recruitment Done on merit
Feb to April
2014 3,500
HR-Shop
manager Revenue
Training
Efficiency of
service and
quality delivery
June and
December 2014 8,500
HR-Shop
manager Revenue
Marketing:
Membership
system
Increase of
sales by 30%
May to Sept
2014 5,500
Designated
Employee-
Technical
officer Revenue
Advertising -
Free lunch day
May to Sept
2014 300
HR-Shop
manager Revenue
1.3 Recruitment Policy and Procedure
Policy
This recruitment policy and procedure describe the process for attracting and selecting job
candidates from outside.
BLACK BEANS CAFÉ is committed to its policy of equal opportunity at all phases. The
Hiring teams should ensure the hiring process is well organized and free of any
discrimination (Uggerslev, Fassina, and Kraichy, 2012).
Scope

This recruitment policy and the procedure applies to all employees/potential candidates
associated with the exercise of hiring for Black Beans café.
Elements of the policy
The following are the general steps to be followed by the hiring team:
1. Recognize the necessity of a vacancy.
2. Resolve to hire externally or internally
3. Assess the job description and create a vacancy advertisement.
4. Decide on the best sources to post the vacancy advert.
5. Select the stages of selection and probable timeframe
6. Examine the CVs on the organization data base.
7. Select interim candidates
8. Shortlist submissions
9. Follow all the stages of selection.
10. Conduct background checks
11. Choose the suitable candidate of all for the job
12. Offer the job (Boella, and Goss-Turner, 2013)
N/B: The process may overlap. However, the initial five stages are compulsory.
Creating job descriptions
The hiring team should design vacancy adverts by full job descriptions, and they should be
concise and represent the opening precisely. They should comprise of:
i. A summary of the mission of the business
ii. A brief description of the purpose of the roles
iii. Responsibilities
iv. Qualifications
v. Application procedure

vi. Employee selection stages
vii. Screening of Resume
viii. Screening of phone
ix. Task
x. Interview
N/B: Recruiting managers can alter the stages depending on the demands of the vacant
position.
Interview Feedback
The hiring team should inform the interviewed candidates that they were not selected for the
specific job position.
Revoked offers
If the filled job position is to be reverted, the HR department in consultation with the hiring
manager should draft an official document and communicate to the candidate. The reason for
revocation should, however, be legitimate and abide by the organization policies.
1.4. Stakeholder Consultation process
The process of consultation will be as follows:
i. Identify the need for consultation
ii. Identify the specific group of stakeholders for consultation
iii. Initiate a consultation plan which consists of:
a. An overview of the agenda
b. Timeframes for consultation
c. The method of consultation
d. The key decision maker
iv. Notification of the decision
v. Review, monitoring, and implementation.

TASK 2
2.1 Meeting Plan
Date of Meeting___13/05/2013
1. Preparation for the Agenda.
2. Inquiries on the operational plan.
3. Upcoming Work.
4. Track implementation process.
Objective Actions Status
1. Detail explanation of the operational plan
2. Allocation of responsibilities to the hiring and marketing managers
3. Empowerment of the respective teams
4. All staff is trained in regard to the recruitment and resource allocation policies.
1. Confirmation of the proposed strategies in the operational plan
2. Inquiries in regard to the proposed timeframes
3. Any other recommendations on the proposed operational plan
1. Possible challenges of project implementation- lack of cooperation from staff and management
2. Recommendations : Staff to be involved in the implementation process

5. Next meeting Date and place. __18/07/2013
6. Next list of Agenda
i. Review of the implementation process
ii. Any problems encountered (Fenich, 2011)
N/B: All employees to be served with necessary documentation before the meeting
(operational plan and recruitment policy and procedure of the company)

TASK 3
3.1 Report on the implementation of the proposed operational plan
The success of the operational program was significantly dependent on factors such as the
cooperation of the stakeholders, the management, and the staff. The plans aim was to ensure
that the organization achieves its mission of quality, effective and efficient delivery of
products and services.
The proposal to increase the number of employees by three was arrived at after examining the
increase in the number of customers served during peak hours. The current policy of three
waiters, one cashier during each work session was becoming complex. Therefore, the
addition of one extra waiter and cashier ensured that customers were served speedily
remembering that the hotel is located in CBD where people are ever in a hurry. Also, the
employment of a quality officer was in line with the goals of the business of providing quality
services. The quality officer also ensured that the services rendered met the market standard
by supervising the food production process and service. Furthermore, the training of
employees enhanced service delivery and career growth of the workers which is expected to
generate long-term engagement and low turnover.
The proposal of membership system introduced the business to the technology world.
Because most of the competitor businesses had not seized this opportunity, it was timely
since the management was not hesitant to adopt the system. The system was also used to
track loyalty of customer members. These proposals came with a cost, but this didn’t worry
the management because the financial feasibility of the organization was considered.
Therefore, the costs incurred were viable, and profitability was guaranteed within the first
two months of proper implementation.
However, the proposal of Free Lunch did not work because there was an influx of customers
due to the quick implementation of the above strategies and thus the food production was
strained, and it was possible to offer free lunch when yet the existing customers are not
served satisfactorily. I recommend that the management implement the promotional strategy
of providing FREE Lunch in the next financial year so as to attract more customers.

References
Armstrong, G., Kotler, P., Harker, M. and Brennan, R., 2015. Marketing: an introduction.
Pearson Education.
Australian Worker Union 2016. National Employment Standards. Accessed on 10 October.
https://www.awu.net.au/national-employment-standards
Boella, M. and Goss-Turner, S., 2013. Human resource management in the hospitality
industry: A guide to best practice. Routledge.
Fenich, G.G., 2011. Meetings, expositions, events & conventions: an introduction to the
industry. Pearson Higher Ed.
Güler, M.G., 2014. A note on:“The effect of optimal advertising on the distribution-free
newsboy problem”. International Journal of Production Economics, 148, pp.90-92. Accessed
on 10 October 2017.
Hameed, A. and Waheed, A., 2011. Employee development and its affect on employee
performance a conceptual framework. International journal of business and social
science, 2(13).
Hoque, K., 2013. Human resource management in the hotel industry: Strategy, innovation
and performance. Routledge.
Nadler, Z. and Nadler, L., 2012. Designing training programs. Routledge.
Phillips, J.J. and Phillips, P.P., 2016. Handbook of training evaluation and measurement
methods. Routledge.

Scott, D.M., 2015. The new rules of marketing and PR: How to use social media, online
video, mobile applications, blogs, news releases, and viral marketing to reach buyers
directly. John Wiley & Sons.
Singh, R. and Mohanty, M., 2012. Impact of training practices on employee productivity: A
comparative study. Interscience Management Review, 2(2), pp.87-92.
Uggerslev, K.L., Fassina, N.E. and Kraichy, D., 2012. Recruiting through the stages: A meta‐
analytic test of predictors of applicant attraction at different stages of the recruiting
process. Personnel Psychology, 65(3), pp.597-660.