Improving Service: Managing Response Time in Hospitality Operations

Abstract

Investigates customer attitudes to waiting times in the hotel and restaurant industry, based broadly on Maister′s “psychology of waiting lines”. Results of a survey of 100 customers suggest that customer behaviour is affected by the length of time they have to wait. Also investigates the response times found in typical hotel and restaurant operations managed by Forte plc. Comparison is made between customer attitudes and the firm′s ability to deliver. On the basis of this the company developed ten key action points aimed at improving performance with respect to response times. Explains specific examples of developments in service systems design and delivery in both hotels and restaurants.

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