Operations Management and Technology
Hard Rock Cafe Singapore: Wireless Technology InnovationThe first Hard Rock Cafe (HRC) opened its doors to the public on June 14, 1971, in London, England. Founded by Isaac Tigrett and Peter Morton, two enterprising and music-loving Americans, HRC was an instant classic, attracting droves of customers with its first-rate, but moderately priced casual American fare, warm service and ever-present rock 'n' roll music and sensibility. Although it was initially decorated with an eye toward eclectic Americana, HRC has ultimately become the world's leading collector and exhibitors of rock 'n' roll memorabilia. Hard Rock began its global expansion in 1982, when Tigrett and Morton agreed to develop their own Hard Rock Cafes in various parts of the globe. (http://www.hardrockcafe.com)One of the franchises of Hard Rock Cafe is Hard Rock Cafe Singapore owned by HPL, the company that "owns 50 percent of HRC Holdings which holds the franchises for the operation of HRC in various Asian countries (Chan, 2004)." The problems that first beset HRC Singapore are: (1) time spent by waiters going from one table to another and taking orders, (2) the kitchen staff had to wait for the waiters to physically bring the order slips before they can start
With faster and more efficient service brought about by the wireless POS technology, more customers can be served and this translates to more earnings for HRC Singapore. In addition to service improvements, "the company has grown a collection of the finest hotels around the world. To remediate the situation, HRC Singapore performed a business process reengineering (BPR) of their order taking, order processing and billing. This particular innovation became a model of operational efficiency and thoroughness and started "Creating a ripple effect 'HRC Singapore is very much a small and medium enterprise,' says Chan Yong Hock. The Ritz-Carlton, Boston revolutionized hospitality in America by creating in a luxury setting (http://www. Part of the new service it offers is what they call the "Technology Butler - Keeps Bugs Out of Laptops and Guests Plugged In (http://www. "The classic concept of butler service is to anticipate even unexpressed wishes and needs of our guests. In addition, provision of "sufficient staff training and gaining of everyone's buy-in (Chan, 2004)" was achieved. The first is the successfully introduction of technology to workers. (Chan, 2004)"At the time the technology was implemented, it was considered something new and truly pioneering but HRC Singapore did not get into the technology without first doing "their homework. As an introductory technology implementation, what HRC Singapore did was outstanding in itself since its output or end-state became a model of operational efficiency. com/)" It is a real wonder that the Ritz saw the importance of technological breakthroughs such as the Internet - considering the Net was only a few years old (commercial release) then. More technologically skilled children can have another venue of recreation to choose from - instead of watching TV in the hotel room or swimming in the hotel recreation area, they can surf the Net at the comfort of their room. com/): Private bath in guest room Lighter fabrics in the guest room to allow for more thorough washing White tie and apron uniforms for the wait staff, black tie for the Maitre d' and morning suits for all other staff, conducive to a formal, professional appearance Extensive fresh flowers throughout the public areas A la carte dining, providing choices for diners Gourmet cuisine, utilizing the genius and cooking methods of Auguste Escoffier Intimate, smaller lobbies for a more personalized guest experience These innovations became the benchmark for what defines service quality excellence and not only are a part of company folklore but an industry wide legend to follow in order to assure that the standard of excellence and elegance be kept by first-class hotels. True to form, the Ritz has kept up with the changing times without losing the vision and legacy of Cesar Ritz - maintaining elegance, class and now technological savvy in the service of the hotel industry.
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Acceptance Essays
