Operational Strategy of Benihana Restaurants
The present report focuses on the operational strategy of Benihana restaurant that combines higher levels of customer satisfaction with better profits for the establishment. Benihana is a Japanese restaurant serving customers in the U.S. with the use of unusual techniques. As can be inferred from the chain’s website, Benihaha (2021) devotes considerable attention to customer experience in all its forms. This idea comprises not only the quality of the food and beverages served but also the artistic effect that multiplies the impression. As per the company’s operational strategy, Benihana is to ensure a combination of quick service and low costs, although the service time is still within the range of a traditional restaurant, not resembling fast-food figures. One of the key impression-building decisions consists of having the food prepared openly in front of the customers. This creates a sense of engagement, adding an interactive component to the customer experience.
Furthermore, the operational decisions made by Benihana support the establishment’s flexibility in the face of demand variability. As explained in the simulation, these restaurants can combine a series of smaller variables that result in significant profit adjustments on the scale of one night (Murillo, 2019). First of all, the identification of less crowded periods of the day to cover with happy hours promotes client turnover before the rush hour starts through more affordable offers. Next, Murillo (2019) states that batching tables is another valuable strategy for Benihana’s operations, based on the current client turn-up patterns. If major shifts in demand are observed, Benihana can address them through changes in opening hours, happy hours, and table organization within the room. Another interesting variable is the modification of dining time. Customer experiences are prolonged at closing time, as no new clients are entering at this point, so shortening the service will not yield positive effects. Thus, through the utilization of these variables, Benihana maximizes its profits while maintaining a unique customer experience.
Benihana. (2021) Web.
Murillo, D. (2019) Benihana Simulation BUSI514. Web.