Hard Rock Café is customized to meet cultural needs, to reduce response time to meet customers requirements. They offer meals, entertainment and most importantly an experience. They are composed of 12 hotels/casino, live music venues, and a huge annual Rockfest concert. They also sell merchandise. All this is offered with the main goal of selling an experience.
They are unique, the go beyond both the physical characteristics and service attributes to encompass everything that impacts customer’s perception of value. They base their strategy on the concept of “Love all, Serve All”. This means to give a place where all will always be welcome regardless of age, sex or class. Survey are done on a regular basis to evaluate quality of food and service at the café. Scores are rated on a 1 to 7 scale, and if the score is not a 7, the food or service is a failure.
Process and Capacity Design
They are always looking for new markets. They start by analising the environment and then determine the corporate mission. With this information they form a strategy. In their strategy, they evaluate the mission, external opportunities, external threats, internal weaknesses and internal strenghs.
Hard Rock Café is composed of 106 locations in 38 countries. Their location strategy is to locate their facilitys in a turist area or environment. Their 70% of guests are tourist. They also take in consideration, political risk, currency risk, social norm, brand fit, social costs and business practice in that location. Each merchandise in each location are different. The merchandise have the logo of Hard Rock Café and the name of the country where it was located.
Thwy tend to put a lot of memorabilia. Their memorabilia consist of items which are worth over 40 million. Their strategy is to incorporate the audiovisual element, bar element, and the people element (the most important) to make a...