Model and simulate restaurants operations to improve productivity and service level: A case study in hospitality industry

Abstract

This study presents a family-style restaurant simulation model using the ARENA software to optimize resource utilization, enhance customer satisfaction, and improve service time. Family-style restaurants are characterized by their unique local service style, where large dishes are served for sharing among diners. To ensure operational efficiency and customer satisfaction in such establishments, a simulation-based approach is adopted, leveraging the capabilities of the ARENA software. The simulation model considers various factors, including service time, parking lot and staff resources and also kitchen operations, to optimize resource utilization, avoid customer lost, and improve customer satisfaction. By analyzing different scenarios and configurations, the research can promote restaurant owners to identify opportunities to streamline operations and minimize resource wastage. Customer satisfaction is a critical aspect of family-style restaurants, and the simulation model incorporates various parameters, such as expeced waiting time, service speed, to evaluate and enhance customer satisfaction levels. Understanding the impact of different service strategies and resource allocations on customer experience allows restaurant owners to make informed decisions to improve overall satisfaction. Furthermore, service time plays a pivotal role in the efficiency and profitability of family-style restaurants. The simulation model analyzes the process affected the time in system of the customers, identifies potential bottlenecks, and explores opportunities for process improvement to reduce service time and enhance overall productivity. Through the integration of ARENA software and restaurant simulation, this study offers valuable insights for family-style restaurant owners and managers to optimize their operations and improve overall performance.