Hard Rock Cafe Summary

Hard Rock Cafe Video.

Made by team 08.

The Hard Rock Cafe is ranked first as a theme restaurant globally.  Starting with one location in 1971, they have grown to 106 locations worldwide.  What began as a London restaurant based on a Tennessee cafe, has grown into a restaurant that offers not only a meal, but also an experience.  All ten operations management sectors including design of goods & services, managing quality, process strategy, location strategy, layout strategy, human resources, supply-chain management, inventory, scheduling, and maintenance play a part in the critical decisions made by the company to ensure the customers are satisfied with the experience.

Human resources is responsible for finding people who are passionate about music, enjoy serving, and are able to convey the experience to customers to work for the restaurant.  According to Jim Knight, Manage of Corporate Training, since the employees play such an important role in ensuring the company's success, the Hard Rock Cafe would do anything to provide support to improve the skills of their workers.

The Hard Rock Cafe also focuses time on their vast inventory.  The approximately 60 000-piece collection contains Rock and Roll memorabilia, which enhances the experience for customers.  To maintain their $40 million inventory, the company must use an extensive and detailed cataloging system.  Since the memorabilia within the restaurants is replaced and refurbished every five to seven years, knowing what is contained and where it is located is critical to preserving the collection.

Furthermore, choosing the location of each restaurant can have long-term effects on the company's vitality and is not taken lightly.  The country, city, and even street corner where the restaurant will be located are accounted for.  Oliver Munday, Sr. Director of Worldwide Cafe Development, explained that because so much is invested in the decision, a lot of time is spent looking into markets and determining where each restaurant will have the greatest success. 

A layout strategy is used to obtain the flow of food and the movement of customers.  The kitchen is designed to increase the organization and speed at which the food is made.  Additionally, the restaurant and bar layout are customized to guide the circulation of customers to memorabilia and merchandise.  Half of the company's profit comes from its retail shops so optimal layout is essential.  Lighting, sound, screens, and contemporary music are carefully selected to be the most advantageous for the company.  This strategy helps to persuade customers to buy a souvenir and make future visits to the restaurant.

Scheduling at the Hard Rock Cafe is also taken very seriously.  With 23 departments and over 600 people on the payroll in the Orlando location, many factors have to be taken into account.  Sales, community events, seasonality, and trends are tracked so a sales forecast can be made to schedule efficiently and maximize revenue. 

Finally, quality is of the utmost importance to the company.  They review menus and complete food research to guarantee exceptional food quality. Each item on the menu must receive a seven out of seven on quality surveys otherwise it is a failure. Pete Beaudrault, the Hard Rock Cafe CEO, explained, "in the end, the love you take is equal to the love you make". Essentially, the willingness to put in effort to develop the company has led to its success.