Whether it’s scheduling nurses at Mayo Clinic, pilots at Southwest Airlines, classrooms at UCLA, or servers at a Hard Rock Café, it’s clear that good scheduling is important. Proper schedules use an organization’s assets (1) more effectively, by serving customers promptly, and (2) more efficiently, by lowering costs. Hard Rock Café at Universal Studios, Orlando, is the world’s largest restaurant, with 1,100 seats on two main levels. With typical turnover of employees in the restaurant industry at 80% to 100% per year, Hard Rock General Manager Ken Hoffman takes scheduling very seriously. Hoffman wants his 160 servers to be effective, but he also wants to treat them fairly. He has done so with scheduling software and flexibility that has increased productivity while contributing turnover that is half the industry average. His gold is to find the fine balance that gives employees financially productive daily work shifts while setting the schedule tight enough so as to not overstaff between lunch and dinner.

Discussion Questions
1. Name and justify several factors that Hoffman could use in forecasting weekly sales.
2. What can be done to lower turnover in large restaurants?
3. Why is seniority important in scheduling servers?
4. How does the schedule impact on productivity?