Productivity and Scheduling: Hard Rock Delivers

TUI University

Susan R. Patchen

OPM 500

Module 5 Case Assignment
Productivity and Scheduling: Hard Rock Delivers

Dr. Yufeng Tu
Core and Coordinating Professor

22 March 2008 A restaurant is successful in large part because it is able to provide a variety of products many people will want to purchase. Hard Rock Café has cracked the code of this challenge. Considering forecasting, scheduling, employee turnover and productivity are vital to Hard Rock’s continued success. This paper will briefly discuss each of these areas and what Hard Rock can do to mitigate challenges in each area. Finding the fine balance that addresses employees’ needs and the productivity of the restaurant is the goal of the Hard Rock General Manager Ken Hoffman (1). When forecasting sales in the service industry, businesses must consider several factors related to their business. For restaurants like Hard Rock Café, taking into consideration the season, holidays, time of day, day of week, time of the month in relation to paydays, and meals served is necessary for effective forecasting of sales (2). Using historical data for the year prior is also effective, however, not 100% accurate (1). Events happening in the area can also contribute to the sales forecast if considered conservatively (1). Hoffman must understand these factors directly affect sales in the restaurant. Success can be achieved by accurate forecasting and giving the customer what they want. Another key to a successful restaurant is to understand that employees want to be a part of a team. Feeling important and part of that team goes a long way to making them want to stay with their employer. This can be especially challenging in large restaurants; however, it is not impossible. Benefits and flexible schedules are also great incentives and could be the difference between employees staying and leaving the restaurant. Another incentive is giving them responsibility, letting them take ownership of part of their shift or team. All of these can positively influence employee retention if implemented with the employee in mind without negatively influencing the business. The team concept is a powerful tool in building and maintaining a good staff. Businesses want to keep good, loyal employees. By recognizing seniority in their staff and placing those employees in positions of responsibility is one way to accomplish this. Another tactic is to allow those servers who are senior to have a higher preference in shift scheduling than newer employees. This is a reward for loyalty to the business. It shows employees that the employer cares and is willing to give those loyal employees some preferences. This is also an incentive for new employees to work toward. If they know they will be rewarded for their loyalty, they are more likely to stay at that restaurant longer than if they had no incentive at all. Good service is something expected by the average customer. In the restaurant business, it is vital to the success of the business. Also key is ensuring the shift schedule supports the work load. The schedule in a restaurant can make or break productivity. If there are not enough servers, chefs, dish washers, or managers working during the busiest times, customers will likely not receive the best service possible. Not being able to provide the expected level of service will negatively impact the productivity for that shift, and possibly future shifts if the scheduling issue is not resolved after one shift. Customers talk to other customers, and word-of-mouth advertising is extremely powerful. Effective management of the shift schedule is the solution to great customer service.
Hard Rock Café has three main goals: fun, healthy, and nurturing working environment. Because Hard Rock achieves these goals by providing excellence in forecasting and scheduling, their employee turnover is 50% less than the national average (1). Hard Rock has also been successful with effective productivity for their restaurants (1). Mitigating the challenges associated with this business is how Hard Rock achieves balance with employee and scheduling issues (1). They make employees and customers alike want to stay for the duration.

REFERENCES

1. Prentice Hall, Inc. (2006). Strategic Importance of Short-Term Scheduling. Module 05 Background Materials, PowerPoint Presentation 1. Retrieved 22 March 2008, from OPM500 Course CD.
2. Prentice Hall, Inc. (2006). Scheduling as Hard Rock Café. Module 05 Case Assignment. Retrieved 22 March 2008, from OPM500 Course CD.

References: 1. Prentice Hall, Inc. (2006). Strategic Importance of Short-Term Scheduling. Module 05 Background Materials, PowerPoint Presentation 1. Retrieved 22 March 2008, from OPM500 Course CD. 2. Prentice Hall, Inc. (2006). Scheduling as Hard Rock Café. Module 05 Case Assignment. Retrieved 22 March 2008, from OPM500 Course CD.