Si Chuan Restaurant (Buffet and Spicy Cuisine)

Organisational Overview Si chuan restaurant (buffet and spicy cuisine) In nowadays, it is obvious that we not only pay attention to the good quality food but also the customer service as well if we run a successful business. At this moment, the recessive economic lead to a worse situation and the competition is going up rapidly in hospitality industry. So it is essential for us to take the customer service seriously in restaurant. Therefore enhancing the quality customer service can keep customers and what is more meet customers need as much as possible, which is pretty important in business.

This restaurant is in Box hill where the majority of Asian people live. Since 2005, it has already grown up to one of the Melbourne’s favorite restaurant. For current customer’s service: -Staff Numbers: Usually the number of waiter/waitress at the dining room around five, but it depends weekday or weekend. Indeed there is six or seven waiter/waitress in the weekend. And one ground manager, one supervisor, moreover in the kitchen the number of staffs are five such as executive chef, sous chef, kitchen hand, and dishwasher. Sometimes, lacks of workers lead late food supply to customers.

-Service Style: The service style in Si Chuan is Buffet which meaning “help yourself”. The mostly of customer who comes to the Si Chuan are Asian people, therefore provided nice atmosphere and friendly staff to ensure high quality service are necessarily and successfully. In fact sometimes we will never go to some restaurant because of the service was so poor and uncomfortable circumstance even the restaurant was really famous or the price was very attractive. Sometimes, lacks of experience lead misunderstanding customers’ needs.

Food styles: Obviously the food style in Si Chuan is traditional Chinese Hotpot spicy cuisine and rang of tasty Chinese cold spicy dishes. Also they are providing healthy Asian cuisine for every guest. Furthermore Buffet refers to the custom that u can bring whatever you want to eat on the food table. Sometimes, the raw food keep too long time, which means it is not fresh and healthy. Location: The location for Oriental Tea House is 67 Carrington rd, Box Hill; VIC. Firstly the restaurant is located in one of Melbourne’s richest suburbs. Shopping, fashion and entertainment are features of Box Hill with exclusive retail outlets, cafes and restaurants. Moreover Box Hill has a large selection of open space and park for visitors and residents. Especially the main shopping region of Box Hill runs along Box Hill station. The location of the restaurant is fantastic and definite would attract huge number of residents and visitors. Actually that’s the reason why owner will choice the place to establish the business and grown to become one of the greatest Chinese Si Chuan restaurant in Melbourne.

Technology: People are accustomed to get the information from internet. Thus set up an attractively website for the successful business which is necessarily. Website of the restaurant include particular detail such as menu, location, connect detail, photograph of restaurant environment, special cuisine, etc. Furthermore the high technology can be demonstrated in the kitchen area and dining room. For example the slice machines for slice the beef and lamb which can speed providing food to customers.

Customer demographics: Understanding target customer’s demographics help the restaurant determine exactly what your products or services will be, and what kind of customer service strategy work best. Firstly the target customers for the restaurant which are Asian people . So after research they decided to open the restaurant in Box Hill. Secondly they can be attracting more customers by their unique Chinese restaurant. When it comes to expanding business or opening new locations, choosing the right site or targeting the proper customer is necessary.

Perceived position in the marketplace When establish the business they have decided the unique and elegant style of Chinese restaurant. According to the idea of the business the structure inside or outside have to be classical and brilliant Chinese style.

Management style In Si Chuan, as a owner of the restaurant, he has comprehensive command and control the organization. Under him, the manager often centralized with the most important decisions being taken by owner. The employee implement the order and policy.

Mission Statement: Si Chuan is a unique style of Chinese restaurant and created a competitive advantage. The owners believe they business was successful because of their high quality customer service and unique Chinese cuisine. Obviously they have been extended 1 new shop. And they became the most popular Chinese Hotpot restaurant in Melbourne. Although they are try to change the management style to more personality. For the future they are decide to open more new shops surround the Melbourne and provide more new Chinese cuisine to attractive customer. They always believe the business will become successfully because they put much efforts in the company.

Enhance customer service The restaurant industry is the largest private sector employer. Food quality, ambiance, and facility sanitation do have an ostensible impact on where a customer decides to dine. Service is the competitive edge that often falls short of diner's expectations. Create, construct and communicate service standards and expectations that will not allow customers to "escape" your business. 1. Attitude Many restaurant Servers work in the industry in order to pay their way through school or supplement income from their "real" jobs. They do not consider restaurant service work to be worthy of their acumen, and thus treat the position with either indifference or outright disdain. Diners easily perceive this attitude, and it negatively reflects in the overall restaurant service experience.

2. Atmosphere This is the way your establishment looks and feels. Is your music too loud? If it is, it creates a confusing atmosphere where you and your customers could have problems hearing and understanding each other. The music needs to be tasteful and relaxing.

3. Clean There have been many surveys by market research companies revealing that customers place cleanliness at the top when deciding where to dine. We did a survey and seventy five percent said if the restaurant was not clean, they would leave. Having a clean kitchen is great, but the customer doesn't usually see it. The restrooms need to be clean, stocked, have no graffiti on the stalls or doors, and have proper lighting. Train your staff to check these often and it may have positively impact of the establishment.

4. Coach Restaurant Managers spend more time scouring spreadsheets than developing their team member's service skills. Superior service improves spreadsheet numbers. Above all, managing means coaching, teaching, and mentoring. 5. Ordering

Adept Servers save steps. The most effective way to do this is communicating with a table, "Is there anything else I may get for you?" This is a customer's last chance for the time being to order what they need. Running Servers in circles by ordering one item at a time not only impedes service, it is also rude.

Restaurant experts write books delineating tips for improving restaurant service. Unfortunately, the experts are bound by tunnel vision and incorrect logic. While Servers directly affect the quality of restaurant service, many additional factors play a vital role as well. The additional factors rarely receive attention, but they are as important as the beaming person who effusively greets you with, "Good evening, and welcome to!"

6. Staff Good manners are a must! Saying please, thank you, and may I help you should be a requirement. Also make it a rule that they need to be professional and not use foul or offensive language. Remember, this starts with you and the way you treat your staff. Body language is another part of good manners. Never stare, look past a customer, and roll your eyes. Instead smile, make eye contact, and greet your customer as soon as possible. Customers are less likely to leave when you're busy if they are acknowledged right away.

7. Accuracy Give the customer your undivided attention and repeat their order to them. We all make mistakes, including the customer and this will help insure that they get what they want. Even doing this, sometimes the customer will tell you their order is not right, but never get defensive even though you know that they were the ones at fault. Just apologize and tell them you want to make the order right.

Monitor and review CSQ Seek feedback from internal and external customers on an ongoing basis * We can get feedback from internal customer by asking. * We have to ask customer that they like our service or not. * We can get feedback from external customers by using internet (e.g. Questionnaires, Customer/staff feedback forms) - Observe and monitor the adherence to quality service standards by staff * We have to tell our staff to give good service with customer. We have to train our staff to be nice person. - Give feedback to staff on their performance * We have to tell staffs that they have good enough service or not. We have to avoid customer complaint. - Communicate new approaches to all those involved in service delivery within appropriate timeframes * We have to deliver our food as fast as possible. - Provide open channels of communication with management for customers and staff. * We have to make relationship with our customers and staff. For example, we give customer or staff some discount in their birthday. We have to keep good contract with our customer and our staff. Always ask them how going on in our restaurant, they are happy or not with our food and service.

To sum up, ensuring customer service quality has become one of the most important aspects when running business. If customers will be lost and the business will surf from lack of patronage, which lead to lower revenues ,as a result ,it will be break down.

Attach Questionnaire Questionnaires & Customer feedback Do you like spicy food? 0 yes 0 no How often do you have Si Chuan food? 0 week 0 month How often do you have dinner outside? 0 week 0 month Do you like Chinese food? 0 yes 0 no Do you like our service? 0 yes 0 no Do u think any improvements for our service? Staff feedback Do you like your job? 0 yes 0 no What thing would you like us to change? ………………. How do you think about our food? ………………. Do you have any problem with your job? 0 yes 0 no Are you happy to work here? 0 yes 0 no