Running Head: SCHEDULING AT HARD ROCK CAFÉ
Case Studies3 – Scheduling at Hard Rock Cafe
Chelynmae Fuller
OMGT 410 – Operations Management II
November 27, 2012
Instructor – Bruce Stephens
Southwestern College Professional Studies
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SCHEDULING AT HARD ROCK CAFÉ
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THE SITUATION
Hard Rock Café at Universal Studios, Orlando is the world’s largest restaurant; it has a capacity
of seating 1,100 people on two main levels. In a restaurant, business there is a typical high
turnover of Eighty to one hundred percent. Hard rock Manager, Ken Hoffman puts scheduling at
utmost importance. Hoffman conducts an effective way of handling scheduling by using
scheduling software and flexibility for his 160 servers, while maintaining a fair treatment for his
employees.
THE PROBLEM(s)
Restaurant business’s has a higher turnover rate of eighty to one hundred percent. Hard Rock
Café in Orlando employs 160 servers to meet the hectic high population of customers that the
café serves daily. The problem is maintaining an amicable work environment while providing an
outstanding customer service, and proper scheduling plan for the employees.
THE CRITICAL FACTOR(S) BEARING ON THE PROBLEM(S)
Critical Factors are avoiding becoming a statistics of restaurant’s higher turnover rate. Providing
an effective and prompt customer service at all times. In addition, finding balance between
financially productive work shifts while setting the schedule to avoid an overstaff during lunch
and dinner hours.
THE DISCUSSION OF POSSIBLE SOLUTION
1. Maintaining and meeting weekly sales forecast and using scheduling software.
2. Staying in close contact with the visitor’s bureau to be aware of current events.
3. Allowing the servers to bid for their weekly work schedules.
SCHEDULING AT HARD ROCK CAFÉ
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THE RECOMMENDED SOLUTION
In order to meet the sales forecast numbers after each meeting, the management calculates how
many people it needs to serve in certain events or group. Once the management has the number,
the servers can submit requests forms, which they enter into the software’s linear programming
mathematical model. Once the information is entered the software sets the schedule, and the
servers has a little say on their work hours, which helps maintain an amicable relationship
between management and the servers.
THE REASON(s) FOR POSSIBLE SOLUTION
The reason for possible solution is to ensure that by proper scheduling, the usage of the
organization’s assets are more effective in serving customers promptly and more efficiently by
lowering costs. The solution will also ensure that the café will find a fine balance that will give
the employees a financially productive daily work shift, by setting the schedule tight enough to
avoid an overstaff between lunch and dinner.
THE ACTION(S) REQUIRED
Once the Hard Rock café determines the number of staff needed, the servers submits’ their
requests forms. The scheduling is done based on seniority and the individuals with priority
ranking from one to nine, and how important they are to fill each day’s schedule. The employee
has the ability to negotiate work schedules with each other. The system that the café
implemented raised the sales per labor-hour, and decreased the high turnover rate. The result is
an understanding between the managers and employees to meet the organization’s forecasted
sales and customer service needs.
THE SCHEDULING AT HARD ROCK CAFÉ
REFERENCES;
Heizer, J. H., & Render, B. (2010). Operations management. (10e ed.). Prentice Hall.
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