Foodservice Management: Marketing, Service, and HR Systems
Course ID: SHA506 Learn how to enhance the customer experience and improve internal systems at your foodservice operation. Examine how market research drives decisions about service style and service level, and learn to overcome customer- and employee-related management challenges. |
Description
As the old business maxim goes, “You can’t manage what you don’t measure”. Success in high-volume foodservice hinges on management’s willingness and ability to measure, analyze and make smart decisions about business processes. The key lies in foodservice market research. In understanding customer values and meeting expectations, market research can help drive decisions about service style and service level, taking a more strategic approach to influencing value perception.
Explore sources of market data and information, learn how to monitor the customer service experience and use research information to develop a new business concept or even reposition an existing concept. Observing the correlations between reservation policy, staffing and scheduling can help you find the right balance between the three to optimize restaurant efficiency.
The course also shows how a manager can use HR systems to achieve better results in recruitment, selection, orientation, training and retention. Learn to hire and train staff who can deliver the kind of food and service that suits the company brand and addresses customer expectations.
Position your restaurant for long-term sustainability by incorporating market research, a systems approach to customer service and operations, and proper lifecycle management strategy.
Who Should Enroll in This Course?
This course is designed for foodservice professionals interested in creating a positive customer service experience and increasing revenue by taking a systems approach to operations and human resources.Enrollment
To register, contact an Enrollment Counselor at info@ecornell.com or 1-866-326-7635 (+1-607-330-3200 from outside the United States).Certificate programs are eligible for eCornell Payment Plans. Discounts are available for military personnel, veterans, and Cornell University Alumni. eCornell programs are not eligible for financial aid or federal Pell Grants. Contact an enrollment counselor for more information.
July 25, 2012
September 5, 2012
Click 'Enroll Now' to see available dates beyond September 5, 2012.
Certificate Information
This course can be applied toward the following certificates:Additional Information
Benefits to the Learner
After completing this course, you will be able to:- Assess your market using market research data.
- Develop a restaurant concept.
- Influence customer value perception.
- Use service systems and human resources systems more effectively.
Authoring Faculty
Stephen A. Mutkoski, PhDSponsoring School
Cornell University's School of Hotel AdministrationTotal Learning Time
Approximately 3 - 6 hours over a 2-week period.
