Abstract

Operational efficiency during peak hours is a major challenge in buffet restaurant operations due to high customer volume and complex service flow. Long waiting times, slow food replenishment, and increased staff workload reduce service quality and customer satisfaction. Although buffet restaurants are popular, limited studies focus on service efficiency during peak periods. This study addresses this gap by examining the operational efficiency of a selected buffet restaurant during peak hours and identifying factors that influence service performance. A descriptive quantitative research design was used. Data were gathered through structured survey questionnaires from customers and staff focusing on service time, order processing, food replenishment, staffing levels, and workflow coordination. Respondents were selected using convenience and purposive sampling. Data were analyzed using descriptive statistical tools such as frequency, percentage, and weighted mean. The findings showed that operational efficiency declined during peak hours because of high customer volume and limited staff availability. The most common problems were long waiting times, slow service, and delayed food replenishment. Staffing levels and employee coordination were identified as important factors associated with service speed and table turnover. The findings indicated that congestion during peak hours reduced the efficiency of buffet operations. The study was limited by its sample size and reliance on survey data; future research may use larger samples and direct observation. Improved staff scheduling, workflow coordination, and service procedures were recommended to support operational efficiency and customer satisfaction during peak periods.