Analyzing Operational Changes: A Finest Catch Hospitality Case

This report analyzes the operational management strategies employed by Finest Catch, a food and beverage outlet, focusing on the impact of changes implemented in their service process. Initially known for excellent service and high-quality food, Finest Catch introduced self-service options, impacting key performance objectives such as profitability and quality. The report discusses throughput time and rate principles, evaluating how these changes affected the restaurant's efficiency and effectiveness. By examining these operational shifts, the analysis highlights how Finest Catch adapted to market trends, optimized resource utilization, and maintained a competitive edge in the hospitality industry, with insights into both the benefits and challenges of their new approach. Desklib offers a platform to explore this and other solved assignments for students.

Hospitality Operations
Management

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
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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 as well 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
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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 process they 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. In Finest 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 the efficiency 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
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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.
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REFERENCES
Books and Journals:
Anning-Dorson, T. and Nyamekye, M. B., 2020. Be flexible: turning innovativeness into
competitive advantage in hospitality firms. International Journal of Contemporary
Hospitality Management.
Gursoy, D., 2018. Future of hospitality marketing and management research. Tourism
Management Perspectives. 25. pp.185-188.
Maier Tolic, G., Klimkeit, D. and Dingeldey, A., 2021. Measuring Customer Delight in Tourism
and Hospitality Operations: Findings from Singapore and Malaysia. In Service
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. Marketing for the hospitality industry. In Modern Hotel Operations
Management (pp. 268-297). Routledge.
Secchi, E., Roth, A. and Verma, R., 2019. The impact of service improvisation competence on
customer satisfaction: Evidence from the hospitality industry. Production and
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.
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