IntroductionZen Japanese cuisine Restaurant Located at UE square river valley road (A sister outlet of EN JapaneseDining Bar) is a 130 covers restaurant as its name suggest, is a mean to reaching a calm and tranquil senseof being. Reflecting this philosophy in the food culture, executive chef, Masashi Yasui hailing fromKyoto, combines the traditional with a touch of modern to create some of Zen‟s hugely popular signaturedishes. Following closely to its Zen theme, the interior is an order in design between space, form andfunction, representing the quest for tranquility and balance. It is free of clutter and offers soothing andearthen toned expressions of rustic green, grey and red to reflect a harmonious palette of possibilities.Think minimalism combined with modernistic beauty. The restaurant also has a separate bar area withtwo private dining areas. Dining experience both suitable for business dinners as well a casual gathering.1 The restaurant has won award for the Singapore‟s best Restaurant by UXE dining.com in 2010 and Toprestaurant by Simply Dining Singapore in 2009 respectively.En Group of Japanese RestaurantsEn Holdings Pte Ltd was established in February 2000 with the birth of its first outlet, En JapaneseDining Bar in Singapore. Brothers Raymond & Peter, together with Mayumi Matayoshi a native fromOkinawa, they have expanded with outlets dotted throughout Asia, not only show casing Okinawafood, but also traditional and modern Japanese treats as well. The group has Restaurants in Singapore,Hong Kong, Shanghai, Jakarta, Macau and Okinawa.21 http://www.endiningbars.com/profile/2 http://www.endiningbars.com/profile/
Part 1: feel the differences in their Restaurant Management style and analyze thecomponents that lead to their success Restaurant and Assistant ManagerManagement style can have a lot to do with the success in running a restaurant some management stylesare as follows3:Employment /Development of crew: As manager in the competitive food service industry, the greatest 3.1success only if manager actively hire and retain most qualified, talented and motivated employees. Inmilieu, the Zen restaurant manager spent more time training employees by conducting menu tests in aneffort to enhance the staff‟s product knowledge. The manager and assistant manager collaborate everytwo months for the purpose of conducting service training which addresses the following points:complaint handling, effective guest listening, and suggestive alcohol sales. The Zen Restaurant managerand assistant manager demonstrate skills that teach their employees methods to conduct their jobs moreefficiently. Finally, the restaurant manager conducts daily briefings before all staff members to highlightpreferred sales projections and special reservationsSupervision of shift Operations: The challenge of restaurant management supervision observes service 3.1staff members during hours of peak operation. During my observation of this period, I observed thatassistant managers were taking orders from guests when other staff members were preoccupied with theneeds of various tables. In order to ensure a smooth flow of customer service, the restaurant managerpicked orders from the kitchen and distributed them to guests at their tables.3 Restaurant management by Robert Christie Mill Prentice Hall
I observed the effective communication among managers, staff supervisor, and other team members are acentral aspect of restaurant management.One distinguishable aspect that I noticed is that the restaurant manager and assistant manager would askabout the quality of the food from the guests. In addition, both the restaurant and assistant managerswould extend welcoming phrases that stated: “I hope that you are enjoying your experience at ourrestaurant today.” This practice enhances customer feedback and reduces the potential of negativeexperiences. During my interview with the restaurant manager, I was told about the shortcomings ofsupervised shift operations during peak hours which were due to staff shortages.As a result, staff shortages created order delays which lead to negative experiences of the guests.Additionally, the restaurant manager indicated that such situations create extended pressure which leadsservice personnel to give discourteous treatment to the guests. In spite of these challenges, themanagement of the Zen restaurant demonstrated efficient and effective service operation.Recommendation: A true evaluation of a restaurant‟s efficiency can be evaluated during peak hours ofoperation. It is imperative to increase the availability of service personnel and to provide advancedtraining which educates a workforce concerning how to effectively handle the pressures of a restaurant‟speak operation. In the interest of staff efficiency, personnel can be trained by an independent customerservice organization that educates each staff member about proper professional conduct in the restaurantindustry.Motivating the Employee: Managers are responsible for providing a climate within which employeesare motivated to perform. 3.2 In relation to Zen restaurant being an observer I attended the shift briefingand noticed the manager appreciated good customer feedback when reviewing the service performance ofthe last shift. The Zen restaurant has established an “employee of the month” program which recognizesabove average performances and awards each recipient with a fiscal prize. Staff crew has overtimeadvantage. With such schemes not only motivates employees but it builds relationship between acompany and a member of staff as we humans are social being we need witnesses to validate our goodwork.Recommendation: since Zen restaurant operations may be stressful during peak hours for servicepersonnel, it is imperative for the managerial structure to maintain consistent level of motivation for frontline employees. Components that lead to the success of a Restaurant are as follows: Food and Drink: food and beverage offering will play a considerable part in influencing the customer‟s perceptions of the product.4 The culinary essence is authentic Japanese cuisine with a strong creative element. Delightful creations like grilled asparagus with bleu cheese dressing, or an indulgent choice of Kani (Crab) cream croquette & Tori Kousou Yaki, a roasted number of herb chicken wrapped in bamboo leaf, amongst many. Or simply sushi and Sashimi that features live abalone and premium favorites. Restaurant offers extensive selection of sake wines and French wines. Food and Drink create a uniquely dining experience and a value for money.4 Food and Beverage Management ,Pearson custom Publishing
Lunch Set Dinner A‟LA Carte Buffet Level of service: Service is an interface between the product and the consumer. The level of the 4.1 service can have a considerable influence on the success of restaurant. In context with Zen restaurant the service personnel have well developed social skills, exhibits professional behavior and the ability to work in the team. Service personnel are consistent and timely. Service crew greets guests upon arrival. Most importantly they fail to connect with guests through small converse. During my interview with the manager he admitted the shortfalls within the level of service during peak hours because of lack of communication with kitchen. It is recommended that they should overcome the shortcomings within the level of service and maintain healthy relations with kitchen and staff needs. service staff can help to solve the problem of food delay by checking with the chef, most importantly serve crew need to give quick response to the guest regarding food delay if food order is taking more time then service crew can offer some complimentary sushi by offering complimentary sushi, service crew is able to prevent guest waiting for the food and at the end lead to deterrence of complaint. Well Groomed Service Crew. Cleanliness and Hygiene4.2: Dining out is a treat to body and soul.5 Cleanliness and hygiene issues are relevant to the premises, equipment and staff. Atmosphere development leads to the creation of emotion. It is created through the combination of number of factors such as design, décor, lighting, furnishes, acoustics, the attitude of the staff. 6 In relation to Zen Restaurant staff is neatly groomed, staff uniform is clean and ironed properly, chefs at sushi live counter wear5 http://www.helium.com/items/406844-hygiene-and-cleanliness-in-restaurants.6 Remarkable service culinary institute of America, John wiley and sons ,Inc.
chef caps, and live kitchen is well organized. Restaurant remains spick and span during the operation hours, furniture and fixtures appear mechanically good, room temperature is comfortable. The menu book is not clean with lots of amendments, most importantly I observed one service crew was wearing sleepers such effects can really hamper the appetite of the guests. Zen restaurant has its own hygiene and cleanliness policies and manager himself trains the service staff regarding basic fundamentals of hygiene. The overall cleanliness and hygiene are up to the mark despite some drawbacks. Recommendation: It is imperative for the management to reinforce new policies of the cleanliness and hygiene at regular intervals. Execution: Employees are the key to execution of the concept. This involves finding the right kind of people and training them to provide the level of service demanded by the customer. 3.3 It is imperative for the management of the EN group to ensure that employees have the skills to perform to a standard and provide wide range of employee‟s activities for instance: handbook of customer handling, written job description and training manuals. This will help the staff and management of Zen restaurant to give excellent service. Part 2: look into the different types and styles of F & B services and operations. Investigate andevaluate quality standards, maintaining and monitoring the health and safety issues in food andbeverage operation.The type of service offered at a restaurant is determined by the menu, the skill and training of personnel,the ambience, and the market the restaurant trying to reach. Each form of service is designed to meet thespecific needs and demands of distinct circumstances. Any combination of these styles may be used atdifferent times if consistent with the restaurant„s concept. 6Restaurants can be divided into three basic styles:Fine Dining: fine dining establishments offer luxurious and comfortable surroundings, usually includingtabletop, silver, china, linen and crystal. A typical menu offers many choices of food and wines. Theservice staff attends to every detail of the guests experience in a fine dining restaurant. 6.1Bistro: The most common type of dining in American cities today, bistros is referred to any simple, cozyrestaurant. Service is polite, attentive, and efficient in this level of restaurant. 6.2Casual/Family: This category of restaurant encompasses family-style restaurants, diners, many themerestaurants. The principles of good service apply here as well. The menu is relatively extensive and has afixed menu and fixed price. 6.3Ethnic Restaurants: They offer a cuisine and theme that combine to provide a gateway experience. Themost popular ethnic restaurants continue to be Japanese, Indian, and Italian. Ethnic restaurants have longbeen dominated by independent but are now seeing the proliferation of chains as well. Zen restaurant isunder the category of ethnic restaurant it offers wide variety of authentic Japanese cuisine food with 7incessant customer service.7 Management in the Hospitality Industry by Tom Powers and Clayton W.barrows John Wiley &Sons, Inc .
Types of Food and Beverage service:French service: The most elegant service is French service consisted of three or four table setting, witheach setting accommodating number of courses. Guest would sit down and eat all the courses for a givensetting.. Modern French service is performed from a cart called Guẻridon, meats, poultry may be cookedin kitchen, but they will be carved or deboned on cart. For some food, preparation must occur in kitchen,and only service is done from the cart. Salads, desserts and other foods may be prepared completely at theguẻridon from raw foods. Employees who perform French service will be more numerous and more 8skilled than in any other service.Chinese Service: The setting for Chinese service is quite tradition. Japanese and other Asian cultureservice is based on Chinese service. The amount of labor used is minimal, but amount of ware used isextensive since food is usually served in individual dishes. Chopsticks are used for almost all foods,except for soup and dessert spoons. Food is dished into large platters, bowls, and other containers andbrought to the table where guest select their own food. Many Chinese food operations set a circular wheelin the table centre so guest can rotate it and share food. 9Zen Japanese restaurant falls beneath thesynthesis of Chinese style of service Waiters use tray to bring foods to the table and guest receives fullycooked, hot food served in swift and tasteful fashion by the servers of Zen restaurant. As a guest finishesa dish, especially soup, the servers will remove the empty dish and replace it with fresh one. Wine cups 9.1however are not removed.Russian Service: Russian service is mostly used for banquets, is less showy than French service, but it isquicker and no less elegant. In Russian service ,all food is fully cooked and artfully arranged andgarnished on large platters in the kitchen and guest may choose portion size and server may exhibit skills.6.4English Service: In English service the method of serving private dining room or restaurant food inwhich a waiter or waitress serve each guest from a large dish, starting with the host or hostess (or a guestof honor if any) at the head of the table. In a more formal version (requiring a high degree of skill andshowmanship), the host or hostess carves the meat and dishes out vegetables on each plate which thewaiter or waitress serves first to the guest of honor (if any) and then to other guests. 6.5American Service: American service is usually found in bistros and casual restaurants in Americanservice, all cooking and plating of food is completed in the kitchen. A waiter picks up the plated food,carries it to the dining room, and set in plates in front of the guests from the right hand side this allowstwo three plates to be held in the left hand side and arm while serving the right. American service is lessformal, more accessible and fast. 6.6Quality Standards Quality standards need to be developed in two areas procedural and convivial.Procedural Aspects: The procedural aspects consist of what is involved in getting in the products andservices to the customer and consist of: 3.48 Management by Menu Lendal H.KOTSCHEVAR and Diane Withrow, John wiley and Sons,Inc.9 Presenting Service Lendal H.kotschevar and Valentine Luciani – John Wiley & Sons,Inc
Incremental flow of Service: Ensuring that there are no obstacles in any part of the restaurant3.5.Recommendation: Zen Restaurants needs to set standards to prevent delays in service during peak hours.Guests can be seated in alternative sections, ensuring even spread of people throughout the restaurantduring peak hours.Timeliness: It means giving guests they want when they are ready for it. This involves setting standardsas relative how long guest should wait before being greeted, before being seated, and before a food andbeverage order is taken and delivered. 3.6 Zen Restaurant service personnel maintained timeliness byfollowing the standards of timeliness.Anticipation: Anticipation ensures that customer never have to ask for something –that service providedbefore customer request it. 3.7I observed in the Zen restaurant that guest arrived with little children;booster chair was offered by the server automatically.Communication: The provision of top notch service requires accurate, complete, and timely information 3.8is required. Between servers, bussers, chefs and manager ..Apparently during zenith hourscommunication between chefs and servers lacks in the Zen restaurant as some times servers picks wrongorders. It is recommended that proper coordination among chefs and servers is requisite for the smoothflow of the operations.Customer feedback: To determine whether or not customers are satisfied with the level of service 3.9provided, it is necessary to get reaction from them. For instance when the server delivered the food tome in the restaurant the first mouthful of food has barely been chewed when the server comes in aperfunctory way to inquire about the food. Such activity ensures that how important is customer feedbackto the Zen restaurant staff.Convivial Aspects: The convivial dimension of service is made up of the following:Attitude: Refers to way people act, think, or feel and is expressed through the way they act and the things 3.10they say. A smile is a visible manifestation of positive attitude. When I entered the Zen restaurant apulchritudinous girl smiled at me and wished me “good evening” on the other hand I noticed that otherservice personnel lacked smile. Thus standards could be set that in all exchange of glances with guestsemployees should exhibit smile.Tone of voice3.11: Zen restaurant has already set standards to ensure that their servers communicate in anenthusiastic, friendly, and talk softy.Suggestive Selling: The server‟s job is to expose customers to items that might enhance the experience ofthe meal3.12. Every employee is a sales agent for the Restaurant. Staff must be trained to refer andrecommend sake wine, desserts and other specialty items. Ironically, while having dinner at the Zenrestaurant, not a single staff member approached me about wine promotions or the exotic Japanese dessertspecial. Recommendation: in spite of Restaurant management claim that they train staff about suggestiveselling but I notice none of the staff practicing suggestive selling technique. It is imperative for themanager and supervisor to constantly check their staff is performing what they are being trained.The setback in quality standards in Zen restaurant is that service staff is not fluent in English language.
Maintaining and monitoring the health and safety issues in food and beverage operation.Health and safety is the legal requirement for every food service organization. Many laws governing foodsafety are administrative laws established by food and drug administration. Food and drug administrationregulates everything from food processing and labeling to packaging. In order to be protected fromlawsuits, the food preparation should be inspected regularly to ensure no hazards exist. For example,Hamburgers should be cooked to 160degrees to kill bacteria. Salmonella bacteria is found in beef andpoultry cooking meats until all juices run clear can prevent spread of salmonella bacteria. The duelresponsibility of the employers and employees at work is to ensure that the premises and equipment aresafe and that they are kept safe to prevent accidents. All receive training in accident prevention. Allpotential hazards should be reported. Good management involves stimulating staff interest and motivatingemployees to set goal to achieve the higher standards of hygiene and safety within the organization. Riskassessment, food hygiene policies, hazard analysis and critical control point (HACCP) Food hygieneaudits and first in first out are the mechanisms that can help the food and beverage operation to maintain 10appropriate health and safety.In relation to the Zen Restaurant they have a very basic health and safety policy like: hand washing,wearing disposable gloves for ready to eat foods, chiller and freezer maintenance, hazard analysis andcritical control point (HACCP) and personal hygiene and habits in kitchen. Apparently they don‟t employcolor coding labels for chopping boards which can result to cross contamination. I observed mosquitoesinside the restaurant. It is evident for the management to revise their existing health and safety consistentwith the advanced ones. The complexity of the observed subject matter can lead to further inquires is explained below: The tent was strained beneath the alfresco seating area.Figure 1Figure 2 Fan is incorrectly installed and making strains on the cloth.10 Remarkable service the Culinary institute of America, John Wiley and Sons ,Inc
Figure 3 fan making strains on the tent.Figure 4 Poorly arranged employees lockers visible to the guestsThe above pictures exhibits that Zen restaurant management is enable to monitor the maintenance aspectof health and safety. Maintenance is the most decisive aspect and normally takes time to repair andsometimes costs are high. It becomes imperative for the management to address the maintenance issuespromptly so that guest may experience incessant service not only from food and service crew but from thehealth and safety aspect as well. ConclusionFrom the above, it can be concluded that Quality standards, Maintaining and monitoring the health andsafety issues, type, and style of service play a pivotal role in overall success and failure of the restaurant.Zen restaurant has shortcoming in respect to health and safety issues and level of service it is imperativefor the Zen restaurant is to employ an appropriate training programme for the employees and guaranteethat all staff complies with those policies to maintain high standards of hygiene and level of service. ZenRestaurant demonstrates the capability of executing the strategic mandate for making money whileresponding to the needs of their guests through revitalized food and beverage. Alfresco seating
References1. http://www.endiningbars.com/zen/about/ http://www.endiningbars.com/profile/2.3. Restaurant management by Robert Christie Mill Prentice Hall.4. Food and Beverage management, Pearson custom publishing.5. http://www.helium.com/items/406844-hygiene-and-cleanliness-in-restaurants6. Remarkable service the culinary institute of America, John Wiley and sons ,Inc7. Management in the Hospitality Industry by Tom Powers and Clayton W.barrows John Wiley &Sons, Inc.8. Management by menu Lendal H.KOTSCHEVAR and Diane withrow ,John wiley and sons,Inc.9. Presenting Service lendal H.kotschevar and valentine luciani – John Wiley & sons,Inc10. Hotel management operations by Denny G Rutherford and Michael J O’Fallon John Wiley &sons , Inc.