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Operation Analysis

The purpose of carrying out an analysis of operational measures is to establish an understanding of how operational measures serve as pivotal factors that determine the eventual success and/or failure of an establishment. It is for the same reason that the restaurants selected for the purpose of this study are those that have experienced considerable success in the past. By doing so, the paper will be able to highlight a set of best management practices with relation to the implementation and monitoring of operational measures in the industry.

A total of three factors were chosen for this study with two specific factors assigned to the study of each hospitality unit. The reason because of which the factors of employee empowerment, customer satisfaction and employee satisfaction were chosen for the purpose of this paper is that all three of these represent key areas of concern in not only hospitality units but also as thresholds of management and company performance. These factors provide a reflection of efficiency and effectiveness with which an organization operates and therefore satisfy the purpose of the paper. Hard Rock Cafe

Brief Introduction The Hard Rock Cafe is a multi-national chain of restaurants that is based in Florida. The restaurant

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is known for its rock and roll theme which is riddled with memorabilia that dates back to the early days of rock and roll music. The restaurant began operations in the early 1970s and has expanded across the US and around the world since then (Heizer, Render and Rajashekhar 2009). While the Hard Rock has also expanded into numerous casinos and hotels, the key element remains the Hard Rock Cafes that are present around the world. Monitoring Customer Satisfaction

Customer satisfaction is considered to be an element of critical importance at Hard Rock Cage. It is because of the very same reason that Hard Rock Cafe monitors customer satisfaction in a highly innovative manner. The technique used brings together technology and concern for customer satisfaction. The purpose of doing so is to develop the very core of the restaurant so that it is aligned towards the development and achievement of customer satisfaction (Berta 2003). The reason for the development of this particular approach is that Hard Rock Cafe is a hotel that relies almost purely on tourism for the larger part of its revenue.

In order to sustain its share in the tourism industry, Hard Rock Cafe has to face off extensive competition from other tourists sights and restaurants (IBM 2004). As a result, the restaurant now seeks to make use of CRM as a key element in the development of customer satisfaction (Ziff Davis Enterprise 2004). Employees at hard rock cafe are frequently required to adjust to customer requirements. However, this is not an employee level approach but is exercised on an organizational level (Hard Rock Cafe Retail Sales Associate 2009). Hard Rock Cafe stresses on the integration of flexibility in its human capital.

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