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Literature review of service quality in restaurants
Assessing customer service delivery
Assessing customer service delivery
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Recommended: Literature review of service quality in restaurants
Casablanca is a restaurant that serves some of the most authentic, home feel like, Arabic cuisine and is differentiated by the fact that it serves Halal (hand slaughtered meat that is considered blessed in the Islamic religion). Being located in the heart of Clifton hill (the tourist center of Niagara Falls Ontario), gives it not only the advantage of foot traffic. But also makes it a landmark for the city locals. In Casablanca, the hierarchy of power starts with cleaners, moves up to servers and chefs, then supervisors, then managers, and end at Mr. Dahoui, the restaurant owner. Being organized in departmental Line structure, makes the flow of work in an upward motion and across departments, which leaves the restaurant with some advantages, which are: a) creates a filter to stop all the small problems from occupying the time of the upper …show more content…
This decision will result in adjustments to the organizational structure to insure that communication is smooth not only internally and across departments, but also across franchises to insure that the quality of the food and serves is up to par with the standards. This also means that Casablanca needs to export its managers, supervisors and cooks to the franchisees location to insure that the guid lines are followed and to teach the new staff about our operational strategies. This also means that now the opportunity is open to all the employees to move up the ranks and take over the vacant positions offering a opening for new employees to join the family of Casablanca and grow with the restaurant to reach endless achievements. However this also means that the organization is going to shift into a matrix organizational structure to allow for more of an easier line of communication across all the
...n educated in class. The only new information I encounter is the discrimination towards customers and harassment. Knowledge on how corporation runs and the liability I have already learned in class. What I take out of this interview is that by operating a restaurant and providing service to customers, the owner should always keep the customer’s comfort in mind. Beside the customer, they also need to mind the environment as to how the employee should act with one another; where no one experience threatens or uncomfortable towards each other. I do hope however that in class we will cover harassment but with the limited schedule it won’t be allow. However, the matter on Employment Discrimination will be discussed which is also a big deal in the work industry. Even Nori Nori has a policy that provides equal opportunity towards all current employees and future employees.
East Park Restaurant operates using a hybrid (mixture of vertical and horizontal) organizational structure where Boos reports to the company’s owners. Assistant managers and front...
In addition to that the culture of openness and not holding information for so long on important issues in the company makes it possible for the investors and employees make tough and timely decisions without having in mind the negative consequences that they may be facing if anything goes wrong. Chick-fil-A encourages the employees to be continuously innovative and lead the way in making little decisions both in the kitchen and at service space. For example employees are allowed to modify ingredients of food to feed special customers’ needs. The segmentation of the management structure on the other hand facilitates the ease of communication.
Under corporate governance, the Board of Directors has majority power. After shareholders elect the Board, said Board selects the CEO who is responsible for managing the business. The key problem with Chipotle’s central and formal governance is that their strategy does not encourage innovation or employee moral. Instead, the Board of Directors decides what they feel Chipotle’s franchisees should implement, and tells managers to relay their decisions to in-store employees. Therefore, corporate representatives strive to improve in-store quality through strict supervision of each franchisee. They make decisions regarding all processes from the preparation of the product, customer service, and marketing strategies, which are enforced at each location. This system is slow and decreases efficiency. Since store employees are kept out of the immediate circle, it is difficult for them to have confidence in Chipotle’s operations, resulting in low employee empowerment. Two solutions to consider include bridging gaps between hierarchical levels and making the company more decentralized. Chipotle can implement a few liaisons (brokers and structural holes) to make sure that all professional networks within corporate and store levels are communicating effectively and working as a
Moreover, the company has placed great significance on open and honest communications with the employees on many levels. Even more, leadership expected a plan that would utilize all human assets in a way that would support the organization’s attitude in servicing customers and employees. As such, they found it important to centralize the staffing initiative in order to maintain the unique corporate culture created in the beginning. Every one of these strategies would be focused on centralizing staffing, brining in the best possible employees, and retaining each on a high
PepsiCo can potentially acquire California Pizza Kitchen and integrate it in the company’s decentralized management approach. Since PepsiCo executives have experience in the quick service food industry, it should not be a reach for the company to successfully run this casual dining restaurant. For this venture to be successful, it is imperative that management cut down the operating costs at California Pizza Kitchen through the PepsiCo Food Systems distribution network and improve on the 3.1% operating margin that California Pizza Kitchen is currently operating at.
The restaurant business is a challenging industry and if a company has a strategy that works for them as well as their employees, it should stay the course and tweak as needed.
Looking at IKEA’s organisational structure, the chain of command shows a clear line for messages within functional departments, so therefore; it leads to good communication. For example, looking at the organisational structure of IKEA, there is a clear communication within a human resources department. However, the chain of command is very long from the top to the bottom of the organisation because, there are too many levels of management. This will lead to poor communication. For example, it takes decisions a long time to reach the workers at the bottom of the organisation structure.
“Going forward, the company is well positioned for future growth, and Nigel and his team remain focused on driving franchisee profitability and delivering shareholder value” shares Lead Director Raul Alvar...
Domino’s Pizza is one of the world leaders in pizza delivery. It establishes in 1960 in the United States and operating with company-owned and franchise owned stores in International markets (Dominobiz, 2013). In this essay we will look through the operation management of Domino’s Pizza which in the core operation. Then, I will analyse the 4V model of attribute of demand for the service, the performance objective of the organisation, provide input-transformation-output diagram and supply network of the organisation. Lastly, provide improvement suggestion for Domino’s Pizza core operation.
Three HR management implications for Angelo 's Pizza vision statement: to expand the number of stores and eventual franchise, while focusing on serving high quality fresh ingredients:
The whole organization is controlled by a central authority, the major HR strategies are initiated by the global HR directors (Tayeb, 2005). While the structure seems more complex that the geographic divisions have relative autonomous, each store managers acts as the chef at each store, for example, making decisions on interviewing and selection. While in Cafe Expresso, the whole management style tends to be ethnocentric, which are more likely to have a set of standard HR practices and
What aspects of restaurant work are especially challenging to wait staff, and how does Barcelona’s approach to management help employees overcome the downsides of the job? The aspects of restaurant work that is especially challenging to wait staff would be poor management and customer satisfaction. In this profession of being a wait staff in many instances it is very difficult to please everyone one that you serve. The approach that Barcelona’s management took in helping their employees overcome the downsides of their job they gave them the green light in allowing them to do what was right in making the customers experience a happy one. In giving them this freedom, it made the wait staff feel like they were a part of the organization when it came to decision
Understanding the basic agreements and variable in the franchising process of a McDonald’s restaurant helps to shed light onto how the company has become such a global power in the food ser...
Running a restaurant can be one of the most stressful jobs as well as the most fun and rewarding jobs. If the manager is a good leader with excellent leadership skills and has great followers the restaurant will be rewarded. If not the restaurant will plummet in sales and no one will be pleased. While developing a business. staff is important to running a successful restaurant, it is also essential that management focus on its public relations as well as its sales and marketing strategies.