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The Skills Of Employees 混合餐厅是一家中型餐馆，提供了健康、有机和当代印度和尼泊尔菜等服务。客户将享受我们简单而健康美味的食谱在中度至低价格间,我们与竞争对手不同。混合餐厅的特点是,它提供了四种类型的食品服务使其客户在家吃饭,自助餐、外卖并送家里或办公室。客户可能在家吃饭的餐厅及97个席位之中，将从我们的友好的员工中享受食物和服务。每个星期五的午餐我们将组织自助特价。自助餐桌上，午餐将设置合理的价格。单独的外卖计数器将服务这些客户谁想带走,捡起他们的食物。送货服务将提供每周7天,而是只有一个有限的区域。
业务将在2013年1月开始其操作值此新年。它将是开放为午餐和晚餐7天一个星期。服务将在上午11点半开始,11点结束。餐厅将继续关闭公共假期。
杜巴大街是一个旅游景点,最受欢迎的业务领域。因此我们的运营成本每月租金将比地点的价格更高。 Blend Restaurant is a medium-size restaurant serving healthy, organic and contemporary Indian and Nepalese cuisine. The customers will enjoy our simple and healthy yet delicious recipe at moderate to low price that will differ us from our competitors. The feature of Blend Restaurant is that it offers four types of food service to its customer that are dine-in, buffet, take-away and delivery to home or office. The customers may dine-in at one of the 97 seats in the dining room and will enjoy the food and service from our friendly staffs. Every Friday lunch we will organize buffet specials. The buffet table will be set up with a reasonable lunch price. A separate take-out counter will service those customers who wish to order take away and pick up their food. Delivery service will be available 7 days a week but to a limited area only.
The business will start its operation in January 2013 on the occasion of New Year. It will be open for lunch and dinner 7 days a week. Service will begin at 11:30 AM and end at 11:00 PM. The restaurant will remain closed on public holidays. Durbar Marg is a tourist and most popular business area therefore our operational cost like monthly rents will be much higher in compare to other location.
The Royal Palace of Nepal, which is now a mere museum for the visitors, luxurious five star hotels, shopping mall, food outlets, travel agencies and famous branded showrooms have been a special feature of Durbar Marg. The main advantage of this location is that it is easily accessed through any kind of transportation and there is enough space for car parking. Local Visitor? - Durbar Marg, the heart of Kathmandu where most of the people prefer to visit and shop is centrally located and has an easy access of transportation. Thus, the visitors and the families can easily stop to eat after their shopping. Colleges and Universities? - There are number of colleges within the walking distance. In addition one of the oldest universities near the location has large student bodies. Tourist? - There are two luxury five star hotels - Hotel Yak & Yeti and Hotel de l' Annapurna. Many small-scale hotels, motels, bed & breakfast rooms and inns are also available in this area. Offices and business -Various business and offices are located in Durbar Marg. Blend can make the contract with these offices and can provide special happy hour lunch menu to the staffs.
We believe the target market will visit us and not the competitors because we are more concerned about our customer's health and wellbeing and provide nutritional and healthy food. Once they experience our food they will learn that nutritious food can be fun, tasty and inexpensive.
In order to make us competitive in the market we will strive for continuous learning and improvement, keep update of every restaurants, focus on in house specials, high employee knowledge and motivation and many more. Once we start our service, customers are going to experience a friendly, efficient and knowledgeable environment. The target market will perceive blend, as the right place for healthy dine-in. Our Human Resource manager will perform strategic planning process of the business to day-to-day operational level. They will forecast the employee requirement on regular basis and if existing workforce is not sufficient then they will recruit and select the staffs accordingly. The HRD will design the training programs and will implement it when there is a space between expected level and current level of skill of an employee. They are responsible for the employee promotion, salary and benefits, manage redundancy, solution to employee complaint/ problems. The Front office manager is responsible for the successful operation of the restaurant therefore s/he should have a leadership quality that can effectively lead the whole front team and work together towards achieving the set goals. S/he has to play a role of knowledge manager who sort out all barriers and customer complains. Manager should ensure that the staffs are doing the right work and if necessary counsel the staff if there is an area to improve. Other duties of front office manager include analysing front office budget, customer satisfaction, conduct customer service training and motivating the staff to exceed the customer satisfaction.#p#分页标题#e# The supervisors are responsible to reports the Front office manager regarding any problems, issues and decision-making. They are responsible for the overall performance of wait staff. It is their duties to oversees and supervise daily operations of the restaurant, conduct the staff meeting, briefing, preparing duty roaster, teaching the upselling techniques to staff. They need to assist the manager to plan, develop and implement business long and short-term goals. The duties of wait staff include preparing table for meal, escort the customer and make them seated and make them feel comfortable, take the order, serve the food and drinks and many more. Staff should be responsible for the health and safety of the customer. They should make sure that dining area is ready to receive customers. They should be knowledgeable about the food and beverage menu and should be able to recommend the customer upon request. They have to keep themselves updated about any changes or in house specials. Most importantly they should apply the upselling technique that will increase the business revenue. Executive Chef works as the general manager of the kitchen and is responsible for the menu planning. He will oversee the preparation of meal and ingredients, food quantity and presentation. He should monitor and ensure resolution to all customer issues and recommendations.? He as well have to look the administrative duties that include the hiring and the firing of kitchen staff, ensuring all staff show up to work, payroll calculation, calculate purchase order cost, placing food orders, addressing kitchen staff complains. Marketing/ public relation manager is responsible for making the website and keeping them update with recent news and promotions, photos, weekend specials etc. they have to actively involved in restaurant's newsletter by sending monthly emails to customers that include news, reviews. Manager should create and build the social networking site like Facebook where everyone can have an access to check and share experiences related to the restaurant. Manager should keep himself updated with industry news, trends and competitors. They should frequently come up with coupons voucher promotions to help bring in new customer and keep current ones coming back. Each department manager will report to general manager and he will be the one who makes the final decision. We expect the staff commitment towards the management and their work. They must fulfill their duties and responsibilities and first and foremost make customer happy and satisfied. In the near future our staff must possess multi skill. They should be able to do a bit of everything. It helps to puts our business in a position of strength when the pressure is on. Staffs that realize they have multi skill will try to look for ways to use them. This keeps them engaged and interested in their job, which is the best way to avoid the employee turnover. We expect a leadership quality from our Restaurant Manager to lead our business towards profitability. They should develop the visionary skill knowing where to lead the business in near future. Recruiting qualified and high skilled employee is our main concern. Firstly we will develop a recruitment plan that is advertised the vacancies and recruit potential candidates to fill those vacancies. Secondly selection is done by screening academic performance and by face-to-face interviews. Preference will be given to experienced people. It is the responsibility of Human Resource Manager or Assistant manager to select the suitable employee. Freshly graduates too will be given chances in accordance to their academic performance. Once the employees are selected induction process will be carried out. New employees will be made familiar with the business environment and management hierarchy. The skill that new and freshly graduate employee possess may not be adequate to carried out required job therefore it is always important to provide them the training programs designed by Human resource manager. We will make sure that the right job is given to the right people.
(See appendices A and B) Marketing is one of the important factors in any business that is associated with buying and selling of any kind of products and services. This includes advertising, selling and delivering of products and services among the people or the customers. It is all about getting the attention of the target market by using some kind of strategies like slogans, packaging designs, and special events. Popular concept of marketing is just about advertisement and sales of a company but for a company marketing is everything and act as an important tool to acquire customers and maintain relationship with them (investopedia, 2012). Thus, in order to attract as many customers and maintain good relationship with them our restaurant has designed a marketing strategy and has planned to apply some marketing tools. The certain marketing strategies that we will apply for generating the attention and acquiring as many customers as we can are: Advertising: Advertisement is one of the important tools of marketing any business; it would help to provide information and details about our restaurant among the people. Information and communication technology (ICT): Information and communication technology is the latest form of marketing and maintain relation with the customers and partners through the means of networking and internet. We can communicate with them and publish the news about our restaurant by using information technology; a good example of this can be by creating the website, web pages, and sharing our information in social networking sites like face book. Sales promotions: We can also use this important tool of marketing in order to attract the customers; we have planned to give away some free dining vouchers in various contests. Similarly we would also provide our diners' book and provide them to our customers, they can use this book in order to place order of the food and get another food item for free in our restaurant. Public relation and publicity: A good public relation is the key for the establishment and the smooth running of the business. So we will try to improve our public relation by creating a customer friendly environment in our restaurant and providing them great customer service. We will also use different publicity methods to reach every person in the country Personal selling: The promotion and marketing also can be done among our friends and family. So, this strategy will also be used to gain more consumers through personal relationship of our employees and the management team. Publications: The local newspapers, magazines and broachers can be used as the marketing method. Events: To draw attention of people towards our restaurant we will organise different occasional events in our restaurant in which we will provide discounts on various foods and free meals. The present target markets that we are focusing on are the local visitors, college and universities, tourists, office and business but the expansion of the markets is equally necessary for a sustainable business. So, we will be expanding the markets by establishing our branches in other cities and location of Nepal. The establishment of branch outlets in different other places can easily attract more customers for our business.
The environment that we are in is ever-changing, so there is possibility that we face crisis in our business environment as well. A crisis can be defined as any situation that has the potential to affect long-term confidence in an organisation or a product, or which may interfere with its ability to continue operating normally (PATA, 2003). The crisis is always followed with the risk and some of the expected operational risk that can be caused during the crisis period are natural calamities like earthquake, landslides, flood other risks that involves in our restaurant are fire, food poisoning due to food contamination, the risk of staff turnover, competitors, financial and economic crisis. A strategic crisis management is necessary to cope with such risk. In the case of fire we would install various prevention methods like the fire alarms in the restaurant, fire extinguisher, water sprinkler system, emergency exit and contacting the emergency like ambulance, fire brigade. To prevent the risk of food poisoning and food contamination we will strictly follow the HACCP (hazard analysis critical control point) system in the kitchen during the food preparation. The staff turnover can be managed by providing incentives and motivating the staff in our restaurant. For the economic crisis management we have planned to secure and reserve some funds that can be utilized in such period and finally to deal with all these risk and crisis an insurance policy will be made with a reliable insurance company. The PATA's crisis management template will also be used in our restaurant that involves the 4Rs: reduction, response, readiness and recovery (PATA, 2003). The main purposes of quality control have to protect consumers from the danger which means poisoned food. To ensure that customer has quality and quantity of foods to that make them pay. The other thing is that to save the business of providers of deception, damage to the equipment for example some kind of waste in raw materials and accusations wrong by providers, intermediaries or customers. And also make sure that foods that operate in the country are met to be ok. Blend restaurant will offer customers a flawless accommodation and exclusive services of hospitality. Our main goal is to provide an excellent "quality", "service", "Value" and "security" by giving visitors a sense of balance, promoting their well-being and comfort, and giving a sense of connection to nature and health. We will use the ecological food (organic food), without absolutely no side effects. The services offered would be the best in the restaurant industry, making customers feel that they are special and important to us. Our food rates would be reasonable, keeping in mind the value for customer's money. Measurement of customer satisfaction is an integral part of the efforts to improve the quality of product or service, which results in competitive advantages of the company. The services are essentially an intangible experience and it is difficult for customers to evaluate the product before the experience. Not paying attention to the influential attributes intention choice can result in negative evaluation of a client, and may lead to unfavourable results, then, up to 70 percent of sales to new clients can be also very down. Training of staff is an obvious way to improve the quality of the service. Blend restaurant train its staff at all levels in promoting the customer satisfaction and reward with incentives based on customer evaluations, as a means of acceptance of their efforts and establish a model for the rest of the staffs. The managers will be given special training and guidelines to address the complaints of customers, i.e. the ability to distinguish between 'reasonable' and 'unreasonable', act fast, understand and show concern from the point of view of the customer, acknowledge mistakes without being defensive, clarifying the steps necessary to resolve the problem, consider the compensation and persevere to regain customer goodwill.
The Blend Restaurant will be built with a concern for its effects on the Earth and the environment through a good impact design. The Blend Restaurant that will be built at a standard level, also Blend restaurant will serve as model of simple creation in the natural environment. The choice of construction methods and materials of the storm and the management of wastewater, and renewable energy resources will contribute to the sustainability of the healthy and built a sustainability environmental restaurant. Blend restaurant would like to have partnerships and have alliances with some of the major five star hotels like; Hotel La Meridien Kathmandu Gokarna forest Golf resort and spa Hyatt Regency Kathmandu These five star hotels, Resort and Spa are mainly attracting international tourists and also local tourists too. By having an alliance and partnerships with these star hotels by Blend restaurant, the main benefits are to get that tourists for Blend restaurant by have a contract with those hotels.
The contract with Blend restaurant and the hotels will have some special quotations in that it tells the hotels must sent the tourists to Blend restaurant for at least two meals in a day (breakfast, lunch ,dinner) . And the Blend restaurant will provide some special food items to those tourists from the hotels with a very good. The business should have a basic concept and understanding of that which period is likely to earn more revenue than during the general period. This is known as yield management and requires knowledge of guests' expected behaviour, plus an understanding of which business is most beneficial to the restaurant (Quain, William J; Sansbury, Michael; Quinn, Dennis, 1999). So, to earn as much revenue in a pick period we would arrange various special events with special pricing during the local festivals, weekends, new years and christmas. Similarly during the low season or the normal weekdays when there are less flow of guests we can arrange and encourage the customers for take away and some promotional offers, such as less price Tuesday offer where we can lower the price in some of the specific food items that can help to generate more consumers even in the low sales period.
The target markets that we have cannot be termed as seasonal markets as there is the general flow of the customers at any time. However there are some special ocassions when the flow of customers are expected to be high, occasions such as festivals. During this period the restaurant would follow some strategies for the smooth operation which can be first come first serve policy, enouraging for takeaway and also arranging the customer waiting lounge, this measures can be followed in order to manage the crowding, queues and visitors flow. To maximize the revenue we are planning to provide catering services up to 100 people at a time. In addition we will bring the live music performance on every weekend that will attract the people towards our restaurant. This will give our customer the opportunities to enjoy the food and music with their family and friends. We can also make our restaurant an ideal place to organize a corporate meeting and events, social gathering, birthday parties and more. We will give our best effort to provide better food and services to customers.
(See Appendices C) The legal responsibilities toward our customer, employee and environment are as follows: Food Act, 1996: A person intending to open a restaurant business must obtain Food & Beverage licensing prior to operation. This act makes sure that the quality food is being delivered to the consumer and is harmless to their health. Labor Act 1992: According to this law employee should not be forced to work for more than eight hours a day and should be given one-day leave each week. No child should be employed in any establishments. Local Government Act 1999: According to this law the people or employee from ethnic communities, socially and economically backward region should be provided with opportunities. Environment Protection Act 1997: The carbon gases and waste material coming out of kitchen is an environmental issue. This act involves in preventing the pollution and protecting the environment. According to this law we need to get a special permit if we are burning any waste materials, discharging anything in sewers, using products that produce gas. Anti discrimination Act (1998): This act will resolve the racial and disability discrimination and bullying act /behavior among the employee in the workplace.
The risk and threats of our business may include fire, natural hazards, crime, accidents and food poisoning. The fire brigade statistics has confirmed that commercial cooking activities results in large number of fire each year therefore the fire extinguishing equipment like fire blanket, portable fire extinguisher, automatic fire suppression systems should be serviced at least every six months. Floods and earthquake represent major business risk for the restaurant. It brings a huge damage to the business premises. Health and safety of customer and employee should be of high standard in order to reduce exposure to injury and accidents at the premises. Amenities like broken ceramic, glasses must be placed at the safe place. Floors should be kept clean at all times. If the mopping has been done the wet signage should be placed so that everyone will be aware and will reduce possible accidents. Our whole management team will try our best to manage those risks and won't let the negligence occur at our premises. |
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