Power Point

Summary of hard rock caf

1. Hard Rock caf is one of
the first theme
restaurants
2. Opened its first caf in
London in 1971
3. Has headquarters in
Orlando Florida
4. They currently own about
190 restaurants
5. About 48% cafs sales
are from merchandise
6. About 70% of Hard Rock
Cafs guests are
tourists.
Strategic decisions
1. Design of Goods and
Services:
Tangible Product food
Intangible products
music and experience
2. Managing Quality: Daily
Surveys for customer
satisfaction and Quality
checks for various things

3. Process and Capacity

Design: a.)Welcoming
guests to delivering their
meals.
b.)Process of preparing
the meal.
4. Location Strategy:
Located in tourist
destinations.
5. Layout Strategy: Efficient

Speech
Hi everyone, Today my team members and I will be
presenting an overview of the operations management at
the Hard Rock Caf.
Hard Rock caf is one of the first theme restaurants to
have opened in the world.
They not just aim to deliver a fine dining experience but a
dining event that includes a unique visual and sound
experience not duplicated anywhere else in the world.
They opened their first caf in London in 1971, during the
British rock music explosion.
They are now headquartered in Orlando, Florida.
They own about 191 restaurants in 59 countries
While the restaurants generate 52% of revenue, the
remaining 48% is generated by the sale of merchandise.
About 70% of guests at the caf are tourists.
Now we will describe how the 10 strategic decisions are
applied to the operations management at the Hard Rock
Caf
1. Design of goods and services: at Hard Rock Caf
everything is now based around Rock memorabilia.
Cafs tangible product is the food and the intangible
products include music, memorabilia, and, service.
2. Managing Quality: They do daily surveys on customer
satisfaction, rated out of 1 7 and if its not 7 its a
failure. Apart from this, the quality can be discussed
from variety of perspectives such as hiring the right
people, buying quality food ingredients, engaging good
suppliers, speed of service and friendliness.
3. Process and Capacity Design: Mainly there are two
process:
a.) Welcoming a guest, assigning them seats, taking their
order, processing their order, delivering their order and
finally processing their payment.
b.) The other process is of preparing of the meal.
4. Location Strategy: Hard Rock Cafs have traditionally
been located in tourist locations, but slowly this trend is
beginning to change as the caf it self is turning into a

layout critical for faster and

quality customer service
Everything is done in a
production line

landmark.

6. Human Resources and

Job Design:
- Employees that are right fit
for the Hard Rock image
- Require people who have
engaging personalities and
are passionate about music
7. Supply chain
management:
Have to be aware of the lead
times for the products.

6. Human Resources and Job Design: Employees are

found with the right fit for the Hard Rock image. They
seek people who are passionate about music, are friendly,
and, have engaging personalities. In general they look for
people who are fun loving and love interacting with the
guests.

8. Inventory Management:
Maintaining Inventory of
Food supplies and
Expensive memorabilia
9. Scheduling: Since caf
sales are driven by tourists,
fluctuations in seasonal
demand needs to be
considered.
10. Maintenance:

8. Inventory Management: Like any typical restaurant they

have to maintain critical inventory at the right
temperatures to enable rapid turnover of food. Not enough
inventories not just means decrease in profitability but also
often leads to loss of good will. Hard Rock caf also
needs to maintain inventory of memorabilia with all sorts
of special care, tracking, and storage issues.

5. Layout Strategy: Layout is very critical for efficient food

production, as an efficient layout leads to faster food
production. Everything is done in a production line. The
orders for Drinks go to one place and the order for food
goes to another place. The retail shop adjacent to the caf
adds to the profitability of the business.

7. Supply chain management: The management has to be

aware of lead-time so that by the time they get their
ingredients they are still fresh. Also need to maintain good
relationships with the suppliers to retain the availability of
quality supply.

9. Scheduling: Since the cafs sales are driven by

tourists, the fluctuations in seasonal, daily and hourly
demands need to be considered. This creates a very
interesting and challenging task for the operations
managers at Hard Rock.
10. Maintenance: HRC is open every day (12pm 10pm).
They have a lot of events going on everyday as well, so

maintenance plays an important role in operations. They

need to ensure that all their equipment is working for the
10 hours that they are open so maintenance will have to
be done during slower periods, or off periods.