Hospitality Operations Management: Service Process Evaluation Report

This report delves into the intricacies of hospitality operations management, focusing on cost control benefits, service process evaluations, and the impact of changes on operational efficiency. The analysis centers on The Finest Catch case study, examining how cost-saving techniques, such as reducing expenses and streamlining technology, can enhance profitability and customer satisfaction. The report also evaluates how changes in service processes, like transitioning to a self-service model, influence speed, cost, and quality. Furthermore, it explores the implementation of total quality management (TQM) and its effects on cost reduction, customer satisfaction, and employee morale. The importance of effective supply chain management in the context of food service operations is also discussed, highlighting the need for integrated logistics and product innovation. Overall, the report provides a comprehensive overview of strategies and techniques for optimizing hospitality operations and achieving sustainable success.

Hospitality operations
management

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
Cost control benefits...............................................................................................................1
Evaluation changes in service process could have changed the speed, cost and quality of
operations...............................................................................................................................3
CONCLUSION ...............................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Hospitality management operation is the most fruitful and advancing targeting sector
which influence many customers and buyers to attract towards the company product and
services. Hospitality industry needs to be concern about quality, cost and employee satisfaction.
They need to adopt the best quality products and services to their buyers. For that, company also
needs to adopt the best prices and customer satisfaction. Present report based on hospitality
operation management in which they will be discussing about their cost advantage, quality
advantage and employee retention. Further apart it will also explain about the importance of
customer satisfaction. Present study based on The finest catch case study
Cost control benefits
It is the most essential and required for the organisation through they invest on further
activities for getting customer attraction (Wang, Chen, Lee, 2013). Many of the organisation
applies cost control techniques in order to reduce unwanted expenses and resources. Along with
that, it also provides better opportunity and better environment. This process helps to make
effective and productive environment in the organisation. Moreover, this is the very much
required and effective techniques in order to implement the best effective sources. They also
reduce the unnecessary activity from the business. Such as due to reducing hierarchy
environment or department (Zhang, Joglekar and Verma, 2012). They get new effective product
making targets. They reduce the waiters workers due to which they reduce the process of
making good task. This process creates self service from the customer hand it also helps to
reduce minimum task level. This process makes effective process making and reduce customer
dissatisfaction. Moreover, another process of working is that to implement the effective process
tools. Another objective of the organisation is that to complete the effective process making task.
There are some cost control advantages through company get better working process.
Low Expenses
This is the first advantage of cost controlling which makes things perfect and stable.
Chief benefits of cost controls is that they lower the company overall expenses. By limiting the
amount of employees wages or from reducing the post of waiters, they get low expenses of
salary and wages (Walker, 2016). Through this organisation can better focus on the major
activities of the buines organisation. Through they also provide the best quality services to their
customers.
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Better Records
This is the second benefit of cost control The Finest catch can easily maintain their all
records in better effective manner (Molina-Azorín, and et.al., 2015). This process making good
process of working in order to safe the best possible action plan. This must be according to the
best effective manner. Moreover, The Finest catch can also stable their better relationship with
their customers and employees. Moreover, by knowing how much company will invest or
invested they better focus on the future activities and thinks about the further development.
Money is the most essential factor which needs to be places on correct position.
Gain operational efficiency
Cost control is the best impressive factor to control things in most effective manner. This
process helps to run the business in more efficient manner. Moreover, another necessary process
making good task process making goods and services (Robinson and et.al., 2014). Cost control
management review can allow you to look for better bargains on the goods and services.
Streamline technology: Cost control benefits is the another major effective process of
cost control this helps me for better opportunity growth. Cost control process is the best effective
process making goods and services. Cost control techniques can easily upgrade their technology
in within the store through customer not need to invest much time on the counter. Moreover,
another part of the organisation is that to control the best possible techniques in order to take the
best approachable techniques (Moutinho and Vargas-Sanchez, eds., 2018). This process making
objective gives the best opportunity to take involvement of nay other activities. The Best
technology growth can give better opportunity to the company growth.
Realize procurement effectiveness
Purchasing good from the same vendors can give negative impact on the business. To
keep the good relation with the suppliers. They may keep the cost down and effective.
Policies and general objectives:
It is the another process of making good efforts. All employees of the organisation are
communicated the policies and general objectives can give better effective process to make cost
less. Through company can easily focus on the major important aspects (Mahadevan, 2015).
On the basis of above benefits of cost control. All the activities of The Finest catch can
easily implement in their productive manner. Cost control also provide opportunity to focus on
the other activities. Through company can esality get the best effective manner of approach. On
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the other side best controlling factor of The Finest catch can give more growth opportunity.
After, reducing waiters position company starts self service for customer, this process helps to
focus on direct customers (Gu and Ye, 2014). Besides, other employees are focus on their food
process in order to meet the needs of customers. This overall process reduces cost controls and
gives higher profit revenue to company services. Moreover, cost control also provides better
delineation of centres of responsibility, delegation of authority, measurement of performance,
relevant (Xu, and Gursoy, 2015). This may enhance the performance level of the company also
helps to increase quality in their business operation. Operation management is the qualitative
work which introduce new introducing method of working. Controlling benefits always
beneficial for the company to take further best option. The Finest catch can also require some
best efforts to enhance customer services by offering them some new product line benefits and
quality food services. Besides, in case of lack of cost control process. It might give company
negative influences and bad effects on the development process.
Evaluation changes in service process could have changed the speed, cost and quality of
operations
Process is the most important element of business operation in service sector organisation
that needs to improved through application of new ways and procedure that reduce the intensity
of operations. Changes in the process of operations and providing services customers also tends
to provide influence the speed, cost and quality of operations. Hospitality operations
management also refers to the kind of task that offers business skills and acumen to the work in
wide range of areas within the multifaceted industry (Heizer, 2016). Those areas involve the desk
management, housekeeping operations, food and beverage management and the human resource
planning. In present case study, The Finest catch was traditional dinning restaurant where the
customers were able to reserve the table. While entering in to the restaurant, customers was
shown their seats and given menus. Food and drinks were ordered by food service department to
the staff. Earlier the food was presented and plated. The side orders were plated in separate
dishes. Moreover, recently the restaurant has changed its food service process design. The
Process of organisation has usually changed the combination of counter service and self service
(Gibson, 2012).While improvement in the operations, have also provided influence on the
service quality of organisation because its earlier process involving number of operations which
can be removed for increasing the quality of operations (Zhang, Joglekar and Verma, 2012).
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Total quality management can be summarized as a management system for the customers
focused organisation which involves all the employees in the continual improvement. It also uses
strategy, data and effective communication in order to integrate the quality discipline in to the
culture and activities of business enterprise (Brown and Bessant, 2013). There are various
important benefits have been achieved the Finest Catch by making improvement in operations.
Moreover, by changing the process of service in restaurant, management has reduced the
requirement of employees in service staff because the customers can directly order their food and
pay at the counter (Legrand, Chen, and Sloan, 2013).
Moreover, there are various benefits which organization will achieve by total quality
management in their service operations. Total quality management is generally the philosophy of
gradually improving the operations of the business (Brotherton, 2012). This has been
accomplished by management of the Finest catch through application of Self service process by
every involved employee and business partner. TQM is usually applied at the tactical, front line
level, where production ,clerical and low level managers are also deeply involved in it. There
are various benefits have been provided implementation of total quality management in
organisation such as:
Cost reduction: When it is implemented consistently over time, TQM will tend to reduce the
costs throughout an organisation., especially in area of food service operations and warranty cost
reduction. In this case study, changes in the process of delivering service to the customers,
management has reduced the requirement of employee in table service (Gunasekaran, and Ngai,
2012). Now they can use their extra employees for other operations and provide its focus on
providing through delivery of high quality products. Decrease in employee requirement tends to
reduce of organisation for hiring employees and increase their profitability. Since the cost
reductions flow straight through bottom line of profits without any additional costs being
incurred, there can be starting increase in profitability.
Customers satisfaction: Since the Finest catch has better products and services and its
interactions with the consumers are considered as relatively error free , there must be fewer
customers complaints. Improvement in service process of organisation also leads to save the time
limit of customers and they don't have to wait for their order (Vogel, Papathanassis and Wolber,
2012). Critical analysis of case study, provides understand, that Finest catch has also focused on
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its business procedure to improve their customer relations by providing fast and quality of
service delivery. Moreover, a higher the customers' satisfaction will also lead to increase in
marWalker, J.R., 2016. Introduction to hospitality. Pearson Higher Ed.ket share as existing
customers cat on the behalf of organisation to attract more and more consumers.
Defect reduction: Along with this, total quality management in service operation at finest catch,
has a strong emphasis on improvement in quality within the process rather than inspecting the
quality within a process (Gunasekaran and Ngai, 2012). This mainly tends to reduce the required
to fix errors but also makes it, less important to employ a team of quality assurance personnel in
the finest catch.
Morale: It is also considered as continuous and proven success of TQM and in particular the
participation of workers in that important success will lead to a noticeable improvement in the
morale of employees at workplace. This also in turn tends to reduce the employee turnover of
organization and therefore reduces the cost of hiring and training new employees (Cetin and
Dincer, 2014).
However, TQM in organisation requires a most effective and important method of training
period for those employees who are involved in it. Moreover, training will be able to take away
the people in organisation from their work, this will actually have a negative short term effects
on the costs.
In addition to this, Supply chain has its important role in the process of food service
process within organisation operating business in hospitality sector. TQM mainly improves the
quality of employees operations and their communication towards customers which tends to raise
the profitability of enterprise in the market. Effective supply chain management has enabled the
finest catch to improve its product flow through the appropriate requirement of customers and
sales forecasting and also improvement in the inventory management to attain the bull whip
effect and avoidance of under production. In the case study, the Finest catch has also improved
its supply chain which will provide them various important benefits which are mentioned above:
 Higher efficiency rate: When the finest catch is able to incorporate its supply chain,
integrated logistics and product innovation strategies, they will be in great position to not
predict the demand of its products as well as to act accordingly (Wang, 2012). In case
study, It was analysed that Finest catch has sustained its customers by reducing the
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service timings that needs to be enable to adjust the more dynamically to the non-
fluctuating economies, emergency market and shorter the product life cycles.
 Decrease cost effects: As per case study, improvement in supply chain of the Finest catch
has reduced their cost different areas which is an important benefit for organisation
(Boella and Goss-Turner, 2013). The important ones improvement in inventory systems,
adjustments in the storage space for the finished goods that eliminates the damage
resources, improvement in their systems responsiveness to the actual customers needs
and the improvement in their relations with the distributors and vendors etc.
 Increases output: It is also one of the main benefit of supply chain management is the
improvement in communication with customers (Wang and et.al., 2013). This will add to
the coordination with the shipping and transport companies, vendors and the suppliers.
Thus, it can be said that changes in food service process will also make leads to change in speed,
cost and quality of business operations for the organization.
CONCLUSION
In this report, it is concluded that management of operations in hospitality industry
implies to the improvement made by organisation in providing service to its customers in
restaurants. Case study also provide understanding that Finest catch has also changed its food
service process design. These changes have intended to improvement of total quality
management at workplace that provide various benefits such increase speed, reduce cost and
increases its quality of operations.
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REFERENCES
Books and Journals
Boella, M. and Goss-Turner, S., 2013. Human resource management in the hospitality industry:
A guide to best practice. Routledge.
Brotherton, B. ed., 2012. International Hospitality Industry. Routledge.
Brown, S. and Bessant, J., 2013. Strategic operations management. Routledge.
Cetin, G. and Dincer, F.I., 2014. Influence of customer experience on loyalty and word-of-
mouth in hospitality operations. Anatolia, 25(2), pp.181-194.
Gibson, P., 2012. Cruise operations management: Hospitality perspectives. Routledge.
Gunasekaran, A. and Ngai, E.W., 2012. The future of operations management: an outlook and
analysis. International Journal of Production Economics, 135(2), pp.687-701.
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analysis. International Journal of Production Economics, 135(2), pp.687-701.
Heizer, J., 2016. Operations Management, 11/e. Pearson Education India.
Legrand, W., Chen, J.S. and Sloan, P., 2013. Sustainability in the Hospitality Industry 2nd Ed:
Principles of Sustainable Operations. Routledge.
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cruises. CABI.
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relationship management and hotel revenue management. International Journal of
Hospitality Management, 31(3), pp.864-874.
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restaurants: An application of green supply chain management. International Journal of
Hospitality Management, 34, pp.263-273.
Zhang, J. J., Joglekar, N. and Verma, R., 2012. Pushing the frontier of sustainable service
operations management: Evidence from US hospitality industry. Journal of Service
Management, 23(3), pp.377-399.
Walker, J. R., 2016. Introduction to hospitality. Pearson Higher Ed.
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Molina-Azorín, J. F., and et.al., 2015. The effects of quality and environmental management on
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Robinson, P. and et.al., 2016. Operations management in the travel industry. CABI.
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Xu, X. and Gursoy, D., 2015. A conceptual framework of sustainable hospitality supply chain
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Rahimi, R. and Kozak, M., 2017. Impact of customer relationship management on customer
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