Private Champagne Breakfast At 5.8 Undersea Restaurant
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Private Champagne Breakfast
Description of the experience and the contents of the manual
5.8 Undersea Restaurant is the biggest all-glass undersea restaurant. It offers its clients a unique opportunity to dine below the ocean. The restaurant is located at Hurawalhi resort which is a few minutes from Komandoo (Komandoo Maldives, 2018). It accommodates 16 seats and people have a chance to enjoy inventive dishes. One of the restaurant’s popular service is their private champagne breakfast. Their clients are offered an opportunity to enjoy watching magnificent sea creatures undersea as they have breakfast. The restaurant offers Taittinger Champagne, and chance to enjoy the entire restaurant for themselves and a photo shoot (Tori, 2018). The breakfast also includes healthy staples which is a secret special daily breakfast chosen by the Chef. At the operations level, one gets to interact with various stakeholders. Various things are clear about the restaurant, first, they are keen about their standards. They have high expectations for their employees and their efforts in making sure that the restaurant is successful. In the hospitality industry luxury market has become an important factor in gaining competitive advantage. Atwal and Williams (2009) maintain that ‘luxury’ brand is open for debate, however, the natural evolution of luxury and luxury brands being embraced by affluent and wealthy leads to emergence of diverse challenges. The luxury brands are forced to ensure that they are always ahead of their consumers to remain competitive in the market. The marketing of luxury brands has become complex, as the market expands (Azevedo, 2010). 5.8 Undersea Restaurant is focused on providing their clients best experience. Service Escape is one way that the restaurant ensures that their clients enjoy their stay at the restaurant. Servicescapes has important role in developing customers’ impression (Lin, 2004). Hooper et al. (2013) maintains that clients visiting a service or retail store first consider the service environment. The consumers form the initial impression of the service they will get at this stage. The authors also maintain that it is hard for a person to erase first impressions. Therefore, service environment is an important aspect in creating service quality perceptions (Hooper et al., 2013). Therefore, it is vital for restaurant owners to develop the servicescape as a forerunner to service quality assessments. Mainly, it has a direct effect on the clients’ impressions of all services they receive from an institution. It influences their decisions on whether to return to the service that emphasizes the environment of the store. A servicescape is made up of different elements and they translate into particular environmental prompts. Mainly, consumers are impressed by diverse factors when they visit a guestroom (Lin, 2004). For instance, clients in a hotel guestroom has a huge impact on guests’ entire experience compared to a public setting. Hotels focus on creating a “home-like style” to offer a harmonious and comfortable environment to ensure that guests feel comfortable (Lin, 2004). Also, public space like a hotel lobby or a restaurant influences the consumers’ first impression. The guests are able to assess the entire hotel based on their impression of the hotel lobby or restaurant (Paul and Kaufman, 2014). The entire layout and design of the hotel lobby should offer the guest access to various parts of the hotel. It is important to balance the visual impact and functionality of the space. According to Rosenbaum and Massiah (2010), the servicescape framework includes of physical, social, socially symbolic as well as natural environment dimensions. The physical dimensions include manufacture as well as the physical setting. They can be controlled by the manager.
5.8 Undersea Restaurant servicescape framework helps in attracting clients and it represents their service quality (Komandoo Maldives, 2018). The physical dimensions include the fact that the restaurant is built in a way that it has high air quality. Also, there are no noise, ensuring that consumers enjoy their breakfast in peace (Komandoo Maldives, 2018). The hotel has soft music that allows the guests to relax as they have their breakfast. The restaurant is built 5.9 meters below the sea and it is surrounded with 5-inch-thick glass that is made in Japan. The restaurant is equipped with Blue chairs and table glasses that offer a calm and peaceful environment for clients to enjoy their breakfast which is usually open from 8 am to 10.30am. The physical environment offers the consumers a unique and relaxing experience and they are able to feed their curiosity as they observe sea creatures while enjoying breakfast.
The social dimension shows that the customers’ perspective is influenced by humanistic elements (Rosenbaum and Massiah, 2010). They represent other clients as well as employees and their impact in the setting. There are different guests who include both residential and non-residents. Mainly, the employees wear casual clothes and walk barefoot which offers a great impression of the services (Komandoo Maldives, 2018). The restaurant accommodates 16 seats. There are various socially symbolic dimensions that present service quality for the restaurant. They include sea object, whereby, guests are able to view different objects such as seahorses and shells as they have their breakfast. The natural dimensions of the restaurant that create the clients’ first impression include the fact that it is under sea which enables them feel that they are away. There is also a lot of fascination as they enjoy their breakfast under the sea and watch sea objects in their natural habitat.
The manual is designed to serve various purpose. It acts a source of information, a guide and a reference in the productive operations of Private Champagne Breakfast at 5.8 Undersea Restaurant. The manual includes important information concerning standards, procedures, business approaches, and major operational areas support required for the everyday operation of Private Champagne Breakfast at 5.8 Undersea Restaurant to ensure that it meets the expectations of the clients.
Key Players in the service Blue Print and Service Ecology Map
There are various key players in the restaurant they include:
Server Assistants
They are tasked with clearing and resetting tables. Their aim is to assist servers’ clear tables quickly. Also, they are involved with service directly with the clients.
Managers
They have direct impact on the success of the restaurant. They work towards making sure that the employees follow the prepared plan when working to attain the restaurant’s objectives.
The customers
The customers are the recipient of great services as well as products. Their interest it to enjoy the services offered by the restaurant and test their food. The assess whether the food meets their expectations in terms of its quality and price. Therefore, the clients are focused the type of food offered, cost and services.
Supplier
The supplier is tasked with providing goods and services to organizations. The supplier has to ensure that the organization receive quality products/ services. Also, they have to ensure that they get the products on time. In 5.8 Undersea Restaurant case, the supplier is tasked with supplying the restaurant with fresh fruit, different foodstuff, and other kitchen products.
Food and Beverage manager
The food and Beverage manager is tasked with planning and controlling the process of ordering food and beverages. The manager is also tasked with managing finances linked to the process of purchasing food and drink.
Marketing employees
They are tasked with the marketing the restaurant to the prospective clients. They interact with the clients directly or indirectly.
Human resource manager
The manager is tasked with recruiting new employees. They prepare employment records and explaining human resources procedures as well as policies.
Food Runners
The food runner is tasked with bring hot food to the customers. They ensure that the food is served while still hot.
Implementation plan of experience for every stakeholder
The server assistants are involved in ensuring that the clients get the best experience to their clients. Their productivity influences value as the clients’ perceptions of value are high. They assist in clearing and resetting tables. They have to ensure that their work is perfect. They also greet the guests and offer them water. Also, at times they can help serve the table.
Steps for clearing and setting tables
- The first step is to take a tray to the table
- Clean the table by clearing the napkins, plates, and glassware
- Use sanitizer solution to spray the table and wipe the table
- Clean the floor
- Take the plates and glassware to the kitchen
- Ensure that they wash their hands and pick a clean tray
They have to ensure that handle one table at a time. Also, they have to make sure that the customer gets a clean table and that the work is done thoroughly. The clients need to get quality services.
They have direct impact on the success of the restaurant. They work towards making sure that the employees follow the prepared plan when working to attain the restaurant’s objectives. Also, they ensure that the customers get satisfactory services.
Steps for ensuring the workers follow the prepared plan
- The first step is planning ahead
- Setting daily goals for the company
- Discussing with the department heads about the goals
- Ensuring that all the employees understand the daily goals
- Next, supervise whether the employees are working towards achieving the goal
- Talk to the employees in case of any issues and motivate workers that do-good work
It is important for the managers to ensure that they get feedback at all times. It will help in correcting any problems. Also, they should ensure that the employees understand the importance of great service quality.
The customers are the recipient of great services as well as products. Their interest it to enjoy the services offered by the restaurant and test their food. The assess whether the food meets their expectations in terms of its quality and price. Therefore, the clients are focused the type of food offered, cost and services.
Steps of customer experience
- Make bookings prior to visiting the restaurant
- Arrive at the location
- Arrive at the restaurant
- Head to the lobby
- View the restaurant’s décor
- Enjoy the services from the front desk
- Enjoy the lighting of the restaurant and the soft music
- Head to the dining area
- Enjoy the calmness of the room
- View different sea creatures through the glass
- Enjoy great breakfast
- Enjoy different activities including professional photography
- Finish their meal
- Wash their hands and continue exploring the hotel
The customers have a chance of enjoying the services offered by the restaurant.
The supplier is tasked with providing goods and services to organizations. The supplier has to ensure that the organization receive quality products/ services. Also, they have to ensure that they get the products on time. In 5.8 Undersea Restaurant case, the supplier is tasked with supplying the restaurant with fresh fruit, different foodstuff, and other kitchen products.
Steps for supplying goods
- Contact the restaurant’s manager concerning the products to be supplied
- Ensure that they have the products required
- Next, they have to make sure that the products, especially food products are fresh
- Develop ways of ensuring that the products are delivered safe
- Inform the restaurant’s management about the delivery time
- Parking the products and making sure that they are safe
- Ensure that information concerning the order is included in the suppliers’ system
- Next, the supplier needs to process the customer inquiries to choosing distribution approaches as well as the transportation options.
- The supplier delivers the products to the restaurant
- Enquire if all the ordered products are delivered
The food and Beverage manager is tasked with planning and controlling the process of ordering food and beverages. The manager is also tasked with managing finances linked to the process of purchasing food and drink.
Steps in offering services
- First, organize the food and beverage for the day
- Ensure all they are fresh
They are tasked with the marketing the restaurant to the prospective clients. They interact with the clients directly or indirectly. The marketing team is involved in the promotion of the restaurant’s services to the world.
Steps for marketing
- The first step is for the marketing team to define the restaurant’s goals
- Assess the company and set the budget and what needs to be achieved
- Defining the target market is another important step (in this case, the restaurant is focusing of individuals that want to have a unique luxurious experience). Also, the target market includes people having different occasions, birthday, engagement and honeymoon.
- Next, the marketing team needs to develop an execution plan. They need to come up with a strategy to communicate their message to the target market. In this case, they will use the internet, billboards and print media.
- The next step is organizing the team involved in the promotion. They need to define individual roles and set a timeframe of achieving their goals.
The manager is tasked with recruiting new employees. They prepare employment records and explaining human resources procedures as well as policies.
Steps for recruiting employees
- The first step is identifying the vacant position and understand the need of hiring.
- The next step is planning what is required, that is, the skills
- Next, they need to focus on ways of ensuring that they advertise the vacant position. The advertisement should include basic position requirements
- Identify the suitable candidate by shortlisting those that will come for interviews
- Interviewing potential candidate
- Identifying the most suitable candidate
- Hiring the new employee
- Training the new employee to ensure that they have the necessary skills needed in the organization
The food runner is tasked with bring hot food to the customers. They ensure that the food is served while still hot.
Steps for serving food
- First, the server should ensure that they announce the food as they present them to the clients
- Put the plate down carefully
- Pick anything that should not be on the table
- Enquire from the quest if they need anything else
- Invite the customers to enjoy their breakfast and ensure that they smile
One competitive advantage of the restaurant is that it offers clients unique experience. For instance, the customers enjoy a special meal prepared by the Executive Chef. The chef prepares healthy staples that include fresh pressed juice, assorted pastries, and exotic fruits. They are offered a chance to enjoy unique breakfast chosen by the Executive Chef (Komandoo Maldives, 2018). Also, they get to enjoy champagne during breakfast which offers a unique experience. The restaurant offers Taittinger Champagne, and chance to enjoy the entire restaurant.
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