Hard Rock Cafe takes customer satisfaction into account by modern day techniques as well as traditional techniques. Not only does the restaurant collect customer feedback through customer comment cards but careful observation of customers is also made while they are present in the premises. Special care is taken to ensure that no mistakes are made in the orders. It is perhaps because of the same reason that Hard Rock Cafe spends a considerable volume of its resources on staff training aligned with the use of technology for customer satisfaction.
One such example can be found in the application of advanced networking infrastructure implemented by Hard Rock Cafe in Singapore (IBM 2004). The new system, developed by IBM Retail Store Solutions, allows wait-staff at the Hard Rock Cafe to function with virtually zero error. Automated entry systems are used to transmit orders from the tables to the bars and the kitchen where preparation for the order begins even before the waiter has physically reached the bar or the kitchen.
This is done by providing waiting-staff with hand held devices that they can use to transmit orders to the kitchen and the bars without having to go all the way to them. This allows
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It can be observed that the most important manner in which this allows Hard Rock Cafe to develop and track customer satisfaction is through the development and analysis of consumer preference databases. As a result of the usage of technology, Hard Rock Cafe is able to track preferences in frequent consumers as well as general seasonal changes in consumer preferences; as a result the Hard Rock Cafe is able to develop menu items that are meant to appeal to changing preferences of the consumers (IBM 2004).
Popular items are identified almost immediately and this also allows Hard Rock Cafe to cross-sell items based on the tracking of consumer preferences. The discussion shows that Hard Rock Cafe recognizes customer satisfaction as a factor that is influenced considerably by the variables of pricing, staffing, and promotion activities. As a result, all of these factors are put into the perspective of how they can be fine tuned and aligned with the intent of developing customer satisfaction.
Monitoring Employee Satisfaction Hard Rock Cafe has come a long way from its original foundations. It is now a part of modern day American culture and is frequently represented as a part of the American dream. However, while Hard Rock Cafe continues to provide its consumers with its exemplary and widely applauded services, the cafe and hotel chain has also made significant developments in the area of employee satisfaction. Employee satisfaction is taken as a key factor for success at the Hard Rock Cafe.
However, the restaurant takes a different perspective towards employee satisfaction than is traditional in this regard. Hard Rock Cafe chooses to exercise management strategies and practices so that employee satisfaction can be addressed in each strategy implemented. Each new strategy is not only designed to ensure that the customers are satisfied but also designed to ensure that the employees are facilitated and their jobs become easier for them.
The reason because of which employee satisfaction takes on an undeniably important role for Hard Rock Cafe is because the restaurant is primarily known for its environment and in this regard it becomes imperative for the customer to have a good experience during his/her visit; and employees form the most essential part of the environment. In addition, Hard Rock Cafe also ensures employee satisfaction by implementing a salary system that is based on performance and commitment. An employee working at Hard Rock Cafe does not necessarily have to be of a high rank in order to acquire a bonus.