BSBOPS502 Manage business operational plans

Operational Performance Review - Champion’s Sports Bar

Operational area(s) being Bar and Restaurant
reviewed:

Person conducting review: Sandip Dahal

Role: Manager

Date: 19/09/2023

Measures of success or data We have achieved more than we targeted. It is very Successful.
informing this review:
Target variances Bar
KPI Target (Oct and Nov) Actual Variance
Sales $406, 250 $385,654.00 -$20,596
Customer satisfaction 85% 80% -5%
Customer count 20,813 18850 -1,963
Ave. order value $19.50 $20.46 +$0.96
# of customer complaints 10 20 +10
Productivity rate 70% 75% +5%
Profit $325, 000 $289,240.50 -$35,759.5 (-11%)
Explain whether you feel the current operational plan is financially viable:
A compliment to our bar staff for the outstanding productivity rate, good job.
We had a lot more complaints than what we thought. Additionally, customer satisfaction is still 5% lower
than target. Yes, but I’d like to look at the positive side, our average order value is higher, and
everyonehad gone through training sessions and improved so much more.
I know that we have not met our goal because there was a lot of new staff that have not got used to the
job yet. However, it is only November, I am sure that we can do so much better in December.

Restaurant
KPI Target (Oct and Nov) Actual Variance
Sales $356,250 $395,425.00 +$39,175
Customer satisfaction 85% 80% -5%
Customer count 4470 7895 +3,425
Ave. order value 40.13 $50.09 +$9.96
# of customer complaints 10 25 +15
Productivity rate 80% 82% +2%

BSBOPS502 Manage business operational plans

Profit $285, 000 $336,111.25 +51,111.25 (+17.93%)
 Explain whether you feel the current operational plan is financially viable:

Such an outstanding result! Kitchen teams had done very well, compliments to our chef and Janice.
Except for complaints and customer satisfaction, everything else is the pay for our team hard work!

1 Training staff about customer service.

Since many customers are complaining about not seeing any staff that came to their tables, and
there were some staff that chitchatted with each other but did not come to help them.
In this case, we can talk to our staff about our expectations, since this is a busy season, they
need to work hard, be more professional and help our customers. We can train our staff to deal
with the complaints and how to work faster with the orders.
2 More promotion.
Christmas is near; we need to do promotion for Christmas at least 3 weeks before it happens to
increase sales.

Bar: productivity rate, average order value.

What areas have seen Restaurant: sales, customer count, average order value, productivity
improvement? rate, profit.

Bar: Sales, Customer Count, complaints, customer satisfaction

What areas need improving?
Restaurant: Customer Satisfaction, Complaints.

Document any other No

applicable information you
uncovered in your review.

Recommendations