RESTAURANT & HOTEL F&B OPERATIONS

Cheung Hin Yau, Esther

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Cheung Yeuk Sze, Ceci Cheung Mei Yi, Kathy Chong Ho Ling, Ab

Chung Cheuk Hin,Tommy

HISTORY

The first international franchise operation was established in Hong Kong in 1995. In 1972, Sandy Beal and four college buddies dreamed of opening a place of their own
they could hang out enjoy great food share good times with friends and family.

MISSION

Quality

Means freshness Fresh 100% USDA Choice or Prime ground beef formed into perfectly grilled Provide the best service

MISSION

Passion

People who love what they do and take your enjoyment personally

Expect from the people who take your order and designing our comfortable that are destinations in themselves

MISSION

Pride

Makes us a family Attend to your dining experience with a degree of care and attention to detail unrivaled anywhere Ruby Tuesday wants guest to always leave with a smile

OPERATIONAL ENVIRONMENT

Clean and tidy High-class Advanced technology Plainly visible

OPERATIONAL ENVIRONMENT
Comfortable seat Romantic atmosphere Salad bar Clean and tidy No toilet Main color is red and black, let people feel modern

PRODUCT & SERVICE - MENU

Easy to read and clean Heavier paper gives a feeling of quality No sticker cover the old price Use water resistance paper and lamination Paints an attractive picture Every pages have at least 6-8 items

PRODUCT & SERVICE - STAFF

1 staff serve 5-6 tables Uniform with name tag Neat uniform which is black All staffs wear apron Good service

Recommend the best food to guest Talk with guests

PRODUCT & SERVICE FOOD & BEVERAGE

Lunch: Table d hte Dinner: la carte The photos in menu and food are consistent

Mega size Provide alcoholic beverage

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TYPE OF CUSTOMERS

Age

Above 25
Middle class

Income

Target customer
Local Office lady Family

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MEAL EXPERIENCE 5 BASIC NEED

Physiological

The need to sate ones appetite or quench thirst or the need for social foods such diabetic or vegetarian

It has provide different types of food no only meat, but also spaghetti, salad, seafood and pizza in order to satisfy guests nutritional requirements

Economic

The need for good value, rapid, fast service and a convenient location

The quantity of each dish of food is large although the food is quite expensive
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MEAL EXPERIENCE 5 BASIC NEED

Social

Going out with friends or business colleagues, attending a function in order to meet others

The atmospheres of Ruby Tuesday are romantic and relax and it has comfortable seats so that it is suitable for people have gathering

Psychological

The need for enhancement of self-esteem, fulfilling lifestyle needs, the need for variety, as a result of advertising and promotion

The service of Ruby Tuesday is American service, it makes guest feel high-class.
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MEAL EXPERIENCE 5 BASIC NEED

Convenience

As a result unable to get home or attending some other event, the desire someone else to do the work, the physical impossibility of catering at home.

The transportation of Tsim Sha Shui is convenient, and Ruby Tuesday has bar that guests can enjoy their drinks and ruby Tuesday as their second home.

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KEY STAGES IN PRODUCT AND SERVICE

DEVELOPMENT Product development start from internal Chef will discuss with marketing department about developing the new product

putting the new product into their menu new product that fit the style, image and standard

Provide the new product with a discount in a period of time

test the product by asking customer the fill the review for us and observe the sales of the new product

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PRODUCT AND SERVICE BY CURRENT

MEDIA,
ENDORSEMENTS AND PUBLICITY MATTERS

Current media

Advertising Magazines Internet

no recent endorsements Hang Seng Bank provide discount to customer

Endorsements

Publicity matters

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STRATEGIES FOR GROWTH

Provide the best service for guests gracious smiles and genuine hospitality that greet you at our doors Maintain quality of foods The team at Ruby Tuesday are dedicated to guest satisfaction and look forward to extending next Ruby Tuesday visit.
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STRATEGIES FOR GROWTH

Every guest with an excellent dining experience Few of competitors since steak is not popular in Hong Kong Fully committed to preparing and serving food of uncompromising freshness and quality

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PROCESS & METHOD BY STRATEGIES

Use 100% fresh beef handcrafted Burgers Use seasonal vine ripened tomatoes and crisp leaf lettuce Provide membership and coupon

Loyalty

Staff training

Satisfy the staff , that provide best service to guests

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ENVIRONMENT SCANNING

Social responsibility

Environmentally friendly

An energy management schedule remaining the same temperature 24 hours a day, 7 days a week All copiers and printers are set to print two-sided documents automatically Interior and exterior lights are shut off when not in use The trash enclosure areas large enough to permit containers for cardboard, glass and metal recycling.

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ENVIRONMENT SCANNING

Menu

main menu materials for Ruby Tuesday has the following certifications: SFI, FSC and PEFC. main menu is printed on FSC certified paper that is produced with 10 percent to 30 percent post consumer waste

TUEGO & Product Packaging

T-Sack plastic bag can be recycled TueGo burger box is made of recyclable paperboard

Supplier Partnerships

major salad dressing provider converted to a pouch system reduced our waste by 72% and reduced landfill waste by 320 tons per year.
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Use the average number of dishes ordered in past

BUYING METHOD & FOOD SERVICE SKILL

Buying method-Buy-and-hold method

Ruby Tuesday buys large quantities of an item at a good price and the vendors is responsible for storing the item until it is needed by operation

Food service skill

American service Food is prepared and plated entirely in kitchen Placed before the guest A minimum amount of specific procedures

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DEFICIENCIES IN THE COMPANY'S PRACTICES

Culture

Different culture between Hong Kong and America Over size( America size)

Atmosphere
Not suitable for children Not suitable for the business man Not quite

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THE FLOW OF COSTS THROUGH

THE

VARIOUS FOOD AND BEVERAGE ACTIVITIES

Basic Operating Purchasing

activities

Receiving

Storing Issuing

pre-preparation(butchering, vegetable cleaning, etc.) portioning preparation(cooking, baking, salad and sandwich making, etc.)

service accounting and sales

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TECHNOLOGY MANAGEMENT

Information technology department

From downloading pricing to your point-of-sale systems

creating proprietary tools that improve Guest satisfaction and your bottom line

Real-time operational reports and statistical information It is convenience for people to realize what can eat inside the restaurant

Electric menu on the wall

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RUBY TUESDAYS PURCHASING MANAGEMENT COST CONTROL

The principal purpose of food and beverage planning and control systems is

to

avoid excessive costs by reducing waste and other forms of loss to a minimum, without sacrificing the quality or quantity of the food which goes to the customer.

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PURCHASING MANAGEMENT COST CONTROL

An effective control procedure will serve other purposes as well:

1.aid in developing popular menus 2.aid in improving the quality of the product 3.aid in pricing for profit

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RISK MANAGEMENT - OBESITY

Causes of obesity
Ruby Tuesdays diet rich in calories, high saturated fat and sugar content, and with poor nutritional value, contributes to obesity. In order to solve this problem, Ruby Tuesday detrude salad bar

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RISK MANAGEMENT
The global financial crisis of 2008 The economic loss may cause laid off, or get lower salaries. Owing to Ruby Tuesday is high price restaurant ,in order to attract customer, Ruby Tuesday detrude some promotion

Credit card discount Member card discount

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HUMAN RESOURCE
It makes good business sense to value every employee. it will give their staff a better chance of building a stable and motivated team. Encourage internal promotions to build employee loyalty and encourage staff to stay and grow with the business.

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S.W.O.T ANALYSIS
Strengths Provide intimated service Staffs with good attitude Food with good quality - fresh and delicious

Weaknesses
Without toilets(in Tsim Sha Tsui)

The size of dishes are too big for Hong Kong people Lack of promotion
High prices are set not affordable Staffs speak in English while reservation
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5 branches in HK increase accessibility

Provide membership more attractive

S.W.O.T ANALYSIS

Opportunities
Utilize the advanced technology - apps in smart phones and tablet PC Trend in having foreign cuisine

Threats
increasing number of competitors e.g. Outback steakhouse, T.G.I. Fridays Trend in having a healthier diet Trend in keeping fit

Gain positive word-of-mouth from the website, such as Open Rice.

Improvement in airline service provide much fresher ingredient

Economic recession

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MASLOW'S HIERARCHY OF NEEDS

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SUGGESTIONS Make sure the washrooms are clean ing the shopping mall Remind the guest about the size of meal or there is a take-away service Do more promotion Provide set dinner Arrange staff who can speak in Cantonese in reservation section Make a apps in i-tunes and Andriod Provide more vegetable instead of salad bar only

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REFERENCE

http://www.rubytuesday.com/

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THE END