SITXHRM003-Assessment-1-Khoa Nguyen

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Victorian Institute of Technology *

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SIT60316

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Business

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Jan 9, 2024

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SITXHRM003 Assessment 1 - Case Study and Identifying Key Performance Indicators Student name : Khoa Nguyen Student number : 49666 Trainer : Gagandeep Sabarwal CURRENT TARGETED The average per head spend currently sits at $20.00 Increase average spend to $25.00 The feedback received per 5000 customers shows 250 (5%) customers were dissatisfied with product and service provisions Improve product and service provisions pro-actively with a target of 98% within 9 months. There have been 37 errors or discrepancies with customer accounts/wrong orders during the past 12 months which resulted in $3,950.00 of losses Maximum discrepancies must not exceed $100.00 per month – F&B manager must be informed immediately There have been 16 complaints related to cleanliness of glassware/crockery during the past 5 months Zero complaints received related to cleanliness of glassware/crockery are acceptable procedures to be implemented to ensure this. Step 1 : Set and measure KPIs Target KPIs Measurement progress Increase average spend per head to $25.00 Training staff to up sale, create new menu dishes and pair with current dishes. Mandatory for big group with 6 pax above to have set menu. Improve product and service Training staff run service, listen all positive and negative feedback from customers. Training chefs and cooks in the kitchen to be consistent with every dishes. Decrease wrong orders Training staff take orders, set limit wrong order monthly. Training BOH staff to be precise with every orders. Decrease complaints about hygiene Training bar staff clean up carefully.

Step 2 : how to meet KPIs 1. Increase spend per head  Sweeten the Deal with Dessert. One of the easiest ways for restaurants to increase the spend per head is to offer amazing dessert deals that are too sweet to pass up. You likely know that simply asking customers whether they want dessert commonly ends with a “no.” Try bringing out desserts on a tray and presenting them in a delicious way and ask customers which dessert they want to try instead of asking a question that can easily be answered with a “no.” You can also have servers mention the dessert specials before customers receive their meals when they are still famished.  Make Your Drink Specials Irresistible. Another simple way to increase the spend per head at your restaurant is with awesome drink deals. In addition to a fun “drink of the day” or unique happy hour specials, why not offer some wine pairings? A lot of customers may be intimidated by choosing the right wine for their meal, so take the intimidation factor out of it and offer expert wine pairings. You can have the server do this or put a “pairs well with..” Right on the menu beside each meal or special. Let the customers have a free tasting of wines or drinks to encourage them to try more options and pair with more courses.  Reward Customers for Spending. One posible way to increase the spend per head is to reward customers for their spending. They will be much more eager to spend more, knowing they will be rewarded for their spending and loyalty  Use Digital Messages to Let Customers Know About Specials. Capture customer email addresses and phone numbers so you can send quick messages letting them know any time you have a special or a new item on the menu. This will not only get customers in your door, but they will be eager to try the new item you mentioned in the message.  Create a Separate Takeaway, Delivery Menu. To increase customer spend per head, offer a special dine out menu. Fill the dine-out menu with items that are easy to prepare and travel well. Also, be sure to avoid any delicate items that could fall apart or melt while being transported. You should also reserve some spots in your parking lot for takeaway customers so they have a dedicated spot to park and can be in and out quickly.  Train your servers Servers are the first and last line of communication when it comes to placing orders. When you have an awesome server who is personable, friendly and talks up items on

the menu, customers will be much more likely to listen to their suggestions and increase their spend per head Make sure your servers know the menu inside and out, can suggest sides, drinks, and desserts that will perfectly complement the meal. Make sure they describe the specials and anything else on the menu in detail that will leave the customers’ mouths watering, and have them suggest post-dinner drinks or an appetizer that sounds irresistible. This will require some training on your part, but it will be well worth it once customers increase their spend per head per your servers’ outstanding recommendations. 2. Improve product and service To decrease the dissatisfied rate of product and service provisions, we should review our internal issues of management, planning, and task delegation first. We will take the following actions: Encourage team members to share ideas and challenges they have met during work Ask help from experts to identify existed and potential problems and also our weakness comparing to competitors Secondly, we should review customers’ feedbacks and do another customer survey to stand on customers’ view to understand their needs. The survey could be delivered either through typical printed questionnaire or online feedback. Thirdly, after collecting information above, we should development strategies for adjusting or improving our product and service provisions which could both fit customers’ requirement and not leading staffs overloading. For example, if customers complain our serving speed too slow but the preparation time can’t be squashed otherwise it would affect products quality, we should find a way to explain to customers and notice customers when they order. Lastly, we will provide related staff training either from internal or external resource and explain the target goal and expected performance of team members and make sure they understand what to improve try their best to serve customers. 3. Decrease wrong orders Prioritize customer requirements for the kitchen The best solution is a restaurant management solution where the Point of Sale (POS) sends orders from the front end to a kitchen display system (KDS). Kitchen staff can see specific customer requirements; such as requests to add or remove specific ingredients or how the customer wants their steak. It’s also possible to add important notes such as allergy alerts. All this information is displayed clearly on the screens, next to the respective order, leaving no room for misunderstandings.

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