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THE FUTURE OF DISTRIBUTION MANAGEMENT IN RESTAURANT INDUSTRY

THE FUTURE OF DISTRIBUTION MANAGEMENT IN RESTAURANT INDUSTRY. Presented by Harmanraj Sindhu And Rapeepan Noppornprom. Source of the article. Journal of Revenue and Pricing Management, March 2011, Volume10, Issue2, P189-194. the author. Sheryl e. kimes.

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THE FUTURE OF DISTRIBUTION MANAGEMENT IN RESTAURANT INDUSTRY

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  1. THE FUTURE OF DISTRIBUTION MANAGEMENT IN RESTAURANTINDUSTRY Presented by HarmanrajSindhu And RapeepanNoppornprom

  2. Source of the article • Journal of Revenue and Pricing Management, March 2011, Volume10, Issue2, P189-194

  3. the author

  4. Sheryl e. kimes • She is a professor of Operations Management at School of Hotel Administration. • She served as interim dean of the Hotel School from 2005-2006. • She served as the school’s director of graduate studies from 2001-2005. • She teaches restaurant revenue management, yield management and food and beverage management. • She holds the Singapore Tourism Board distinguished Professor in Asian Hospitality Management.

  5. continued • She has done lots of research interest. • Published over 50 articles in leading journals. • Served as a consultant to many hospitality enterprises around the world. • Earned her Doctorate in Operations Management in 1987 from University of Texas at Austin. • M.B.A., New Mexico State University • M.A.P.A., University of Virginia • A.B., University of Missouri

  6. Restaurant distribution channels • 4 basic ways • The traditional telephone method • Call centers • Online or mobile through their own website or application • Online or mobile through general third-party reservations sites or applications.

  7. Telephone reservations • It give the restaurant more control over the way they take bookings. • It allows them to have a personal connection with their customers. • During the busy times, it maybe difficult to take the reservation. • It may be seen as problematic from the customer perspective.

  8. continued Telephone reservation can be handled by having their customers call the dedicated reservation call center

  9. Online reservations • available since late 1990s. • have grown in importance and acceptance over the years. • For example, OpenTable.com • 90% share of the US online restaurant reservation market. • approximately 5 millions seats dinners per month.(OpenTable Corporate Presentation, 2010; Severman,2010) • OpenTable, UrbanspoonRez or restaurant website

  10. Third-party site • OpenTable or UrbanspoonRez • offer reservation at a number of restaurant and show customers the availability of reservation at the times. • Pros • is very easy to make, can make 24/7 a day, will get the e-mail confirmation. • Restaurant operators can put their table inventory online. • Cons • loss of personal connection with the restaurant.

  11. continued • In addition, these sites offer additional services that maybe beneficial to the restaurant such as • electronic reservation books, • guest history systems and • table management

  12. restaurant website • Restaurant develop their own website for the convenience of their customers. • But also control the restaurant information that provided to the customers. • While the personal connection is not high if compare to call center method • But it is higher than achieved through the third-party sites.

  13. Things to consider • Customer preferences • Incrementality of business and • Other ancillary services such as electronic reservation books, guest history system and table management.

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