Restaurant Operations and Service Level - Case Study Example

Eater’s Paradise Restaurant Name Course Name and Code Instructor’s Name Date Contents Contents 2 Introduction 3 Restaurant Operations and Service Level 3 Patron Care 5 Restaurant Staff 5 Customer Complaints 5 Customer appreciation 6 Occupational Health and Safety 6 Legal and Ethical Issues 9 Conclusion 10 References 10 Introduction Eater’s Paradise Restaurant Melbourne will be a full service restaurant that offers unique delicacies and cuisines. The Melbourne entity will introduce approved and authentic flavours of Tuscany to the larger Melbourne population. The restaurant will be opened at the Vitoria Garden shopping centre. This restaurant is a chef-driven neighbourhood restaurant that is specialized in serving delicacies from northern Italian cuisines, which emphasize on fine and fresh ingredients available. The restaurant menu is rich and offers a wide range of dishes professionally prepared including grilled and oven-roasted steak, made-to-order pastas, fresh fish, brochettes, as well as flat breads. This employee handbook project, using Eater’s Paradise restaurant as the subject, discusses restaurant operations and service levels, patron care, occupational health and safety, and most importantly, the legal and ethical issues will be discussed. Restaurant Operations and Service Level Eater’s Paradise is a restaurant with excellent food offerings; for instance, the will have standard menu, standard staff training, food prices across all outlets are equal, and above all, the outlet have outstanding décor. In this regard, patrons are apt to receive similar experience across all Eater’s Paradise Restaurants (Garvey, Dismore and Dismore, 2011). Following this explanation, Melbourne Eater’s Paradise Restaurant will automatically offer excellent foods and customer service. Eater’s Paradise will strive to be ranked the best among the Italian chain restaurants operating in the Australia particularly about food, decor and service. Eater’s Paradise décor is exceptionally and attractively done; the Tuscan villa ambience coupled with high draped ceiling (Walker, 2007). The dining area is considerably large organized into three co-located dining areas. Similarly, the well attended bar area is also be equipped dining tables. This restaurant serves northern Italian food that is served in a highly decorated Tuscan villa atmosphere with an open kitchen that offers a variety of made-to-order pastas, steak, fresh seafood, desserts, chops, and flat breads. These delicacies are served in large potions on hand-painted Italian plates (Garvey, Dismore and Dismore, 2011). The unique Eater’s Paradise meals start with a breadbasket that is stuffed with a variety of tasty crunchy, sourdough as well as seeded crackers; and dipping oil is readily provided on customer’s request (Barrows and Hing, 2012). The restaurant also offers a variety of appetizers, flavoured entrees, and decadent desserts, like restaurants along Tuscany Street. The menu offers professionally and classically prepared dishes from original recipes. Some of the meal that will be featured on the menu includes Pasta Alla Vodka, Filetto Di Manzo Tascano, Sweet Potato and Chicken Risotto, and Grilled salmon Fresca. Eater’s Paradise restaurants offer excellent service; the wait staff will comprise of individuals aged 20 and above with exceptional training in hospitality, friendly, and attentive. These upscale dressed wait staff will work together as a team. For instance, during customer’s meals, they will aptly work together in groups of four to ensure that the customer well attended to. Patron Care Excellent customer care creates lasting positive image for any company; in hospitality, caring for your customers is key maintaining customers and attracting new ones (Garvey, Dismore and Dismore, 2011). Eater’s Paradise Restaurants understand that the immediate customer service for their patrons is health. In this regard, they will restore humanity to their customers particularly to dinners who arrive from tiresome out day. The care and concern for the customer, spontaneity and flexibility of frontline employees enhances on-the-spot problem solving. Similarly, making things right with the customer particularly when something goes wrong is key in showing that the company cares for its customers. The discussion below gives a clear view as to how Eater’s Paradise Restaurant will provide great customer service to their guests (Walker, 2007). Restaurant Staff Eater’s Paradise Restaurant staff is well trained and with high credentials and experience in hospitality and restaurant management. For instance front house employees will have excellent customer management skills and they will be up to their task and ensuring that they offer a lasting customer service experience that makes the customer happy; this has make customers to keep on coming back for more (Walker, 2007). They are not just wait staff; they are highly talented, always friendly and not annoying. They work as a team to ensure that the customer gets more than what he expects; they will give customers undivided attention. To lace it up, honest and trustworthy are norms that will be held strongly by Eater’s Paradise Restaurant employees. Customer Complaints Eater’s Paradise Restaurant employees through their abilities to handle customer complaints also will exhibit outstanding patron care. It is common that no matter how hard the business works to provide excellent services; things are bound to go wrong at some point. For instance, forgetting orders particularly in the middle of dinner rash and at times new servers virtually forget all their training. The Eater’s Paradise employees will always work to please customers whenever a complaint is raised by any of their guests. For instance, they will acknowledge the mistake, correct it immediately, and reassure customers it is not what they should expect from the restaurant. Customer appreciation Excellent customer care always speaks for itself; for this matter, the Eater’s Paradise Restaurant will always show true appreciation to their customers. The restaurant’s manager will achieves this through giving customers personal and undivided attention. This will have immense positive impact to customers, as they will always feel special each time they visit the restaurant (Smith and Nicholson, 2012). Occupational Health and Safety This is a field concerned with protecting the safety, health and welfare of individuals engaged in work or employment (Garvey, Dismore and Dismore, 2011). The main objectives of occupational health and safety are to make sure that employees work in a safe and healthy work environment. Occupational safety and health also covers the safety and health of co-workers, customers, family members and employers as well as other people who are exposed to or are affected by the workplace environment. Restaurant safety for workers, employers and customers is a critical issue that Eater’s Paradise restaurant observes (Walker, 2007). For instance, the employees are trained and equipped with OSHA standards and the management has made it a duty for all employees to follow these standards. Food preparation involves the use of different kitchen equipments and with regard to these; employees are exposed to the following hazards: Machine Guarding Knives and Cuts Kitchen equipments Strains and Sprains Slips/Trips/Falls Fire Solutions that Eater’s Paradise Restaurant has in place for the following workplace hazards are as follows: Before operating, any machinery or equipment employees should: Get trained in their use Put on personal protective equipments as provided by the employer Use any machine guarding provided Always ask for help if you are not sure how to do something Be aware of age restrictions exists for workers under the age of 18 from cleaning or using certain machinery and equipment (Walker, 2007) Ensure to follow manufacturer’s instructions for machine use and cleaning Employers on the other hand should follow OSHA standards including: following OSHA Machine Guarding Standards: for instance, all machines should be properly guarded. Similarly, they should follow the child labour laws that do not allow workers younger than 18 to operate or clean machines that are out of their range of use. For cutting objects including knives, saws, and cleavers, they should be handled safely for instance: When cutting, cut in direction away from the body Keep the fingers and thumbs away from the cutting line Use protective clothing such as steel mesh or Kevlar gloves provided by the restaurant Use a knife only for its right purpose and use the appropriate knife for the cutting activity Store the cutting objects in the designated storage area when not in use Avoid placing knives at the edge of the countertop Do not store sharp objects including knives in sinks between periods of use Don’t talk with co-workers while using a knife and when interrupted, stop working and place the knife on a secure surface In order to avoid slips/ trips/falls Promptly clean up food spills as well use cones to identify wet areas Wear appropriate waterproof non-slip footwear The restaurant management on the other should follow OSHA standards including, keeping the workplace clean and orderly and in a sanitary condition, floors should be kept dry, provide warning signs for wet and slippery surfaces In case of fire Fire alarms Fire extinguishers should be appropriately located in accessible locations Emergency exits should be opened for easy exit Individuals should not use elevators Proper signage should also be provided Legal and Ethical Issues Legal issues for starting up a new restaurant include: Zoning: this dictates the type of building that should be developed in a particular place Licensing: restaurants are tasked with serving food and by doing so they must be licensed by the controlling jurisdiction in the city, county or state Business structure: the business structure that you choose is another concern; for instance, it affects how financial responsibilities are assigned in terms of tax and debt. Ethical Issues for starting up a new restaurant include: Employee relations: wages, scheduling, and employee appraisal are some of the key issues that affect employee relations in a restaurant setting (Garvey, Dismore and Dismore, 2011) Food safety: the patrons of any restaurant place health and their entire lives in the hands of the restaurant; in this regard, improper labelling, poor storage, and selling of expired food items are some of the tempting financial issues that can lead to serious injury as well as food poisoning of the patrons (Bowie and Buttle, 2011) Supplier standards: the restaurant should be familiar with their suppliers; like in the above explanation, financial consideration can prompt the restaurant to go for substandard supplies which on the other hand might harm the patrons Conclusion Melbourne Eater’s Paradise Restaurant is a restaurant that will offer northern Italian delicacies to the Melbourne population. Given the fact that it will be one of the best restaurants in the state, it will have the skill, experience and knowhow of running restaurant business. In this regard, it will offer excellent services to its patrons including superb patron care. Similarly, it will take into consideration occupational safety and health of the workforce. Significantly important to note that, Melbourne Eater’s Paradise Restaurant will have to comply to the legal regulations of the land as well effectively address in advance the ethical issues that the restaurant may face in the course of its operations. References Barrows, C., and Hing, N. 2012. Club Management Issues in Australia and North America. Sydney: Routledge Publishers Bowie, D., and Buttle, F. 2011. Hospitality Marketing: Principles and Practice. Sydney: Routledge Publishers Garvey, M., Dismore, H., and Dismore, A. 2011. Running a Restaurant for Dummies. Sydney: John Wiley & Sons Smith, A., and Nicholson, M. 2012. Sport Management: Principles and Applications. Queensland: Routledge Walker, J. 2007. The Restaurant: From Concept to Operation, 5th Ed. Sydney: John Wiley & Sons Read More