Food Production and Service Quality System - Samantha Restaurant - Case Study Example

Title : Name: Student ID: Tutor’s name: Time of tutor: Date submitted: Words Count: 2146 Table of Content Page Introduction 3 Description of the Concept 4 Menu and Wine List Design/description 5 Food Service Area and Layout 7 Food Production and Service Quality System 8 Conclusion 10 References 12 Introduction Samantha Restaurant is a new restaurant that will be located in Fortitude Hotel, a 5 hotel in the Gold Coast area will provide a combination of excellent food at an affordable pricing with an entertaining and fun atmosphere. Samantha Restaurant is the answer to an increasing demand. Customers want value for everything they purchase; customers are not willing to accept food services that do not meet their expectations; and customers want entertainment while eating. In a competitive environment, it is difficult to differentiate one restaurant concept from another. The restaurant will serve organic food that has been hand-cut daily and seasoned to perfections on the premises (Johnston and Lyth, 2000). With our high food volume, there will be no waiting for food since we will have stocked for every kind of food. No other restaurant around this place has tapped this market. With organic food increasing in demand today, this feature will ensure the success of the restaurant. According to Datamonitor, global food industry is expected to reach almost 992 billion dollars by 2014. This represents more than 18 per cent growth in 5 years. Restaurants represent the leading market segment at over 45 per cent of overall industry value. Regionally, Australia holds almost 20 per cent of the world food service industry market share. The Australia’s food industry is expected to grow by approximately 4 per cent in 2014, according to RNCOS. Australia’s market has been driven by an expanding middle class and young population with rising disposable income (Deloitte & Touche, 1997). In the past two decades the organic food industry in Australia has experienced tremendous growth. Since 2000, sale of organic food have reported to increase by 30 per cent (Deloitte & Touche, 1997). This rapid growth in organic foods has been as a result of consumer confidence in organic foods as well as concern about environmental impacts and possible health risks due to conventional food production methods (Deloitte & Touche, 1997). Business Concept Samantha Restaurant will be a moderately priced 150 seat seafood restaurant that will offer family style service of popular Gold Coast area. Fried and grilled selection of shrimp, chicken tenders, oysters, stuffed Blue crabs and fish will be served on large or medium family sized platters, bring back the memories of popular Saturday fish fries that once drew people of different background together throughout the Gold Coast area. The Restaurant will offer a dine-in buffet and delivery to the surrounding area businesses and neighborhoods (Cross, Wilbur  and Richey and Alice, 2009) Customers that will eat in the restaurant will have the opportunity to enjoy Samantha’s restaurant as either in the comfort of their own business or home or dining out experience. Samantha’s restaurant diners for lunch will have their choice of ordering off the menu or buffet service, the restaurant will ensure that customers have enough time to get back to work (Hausknecht, 2003). Background music consisting of popular Jimmy Buffer, Cajun tunes hits and other folk music depicting life at sea will blend various traditional sounds with pop culture of the Old Gold Coast. The décor for the Samantha restaurant will feature wood accented construction that has been blended with nautical theme décor. Diner style tables and chairs will be constructed to blend with a nautical theme (Johnston and Lyth, 2000). These tables will be surrounded with wooden chairs and accompanied by leather covered booths. The location of the restaurant is desirable because it is approximately 1300 to 1600 sq. ft. in a tourist attraction site or neighborhood shopping center. The restaurant will be able to accommodate a minimum of 60 parking spaces that is able to meet the demands of expected customer traffic. Samantha restaurant will be opened 7 days a week, from 0600 hrs to am to 0100 hrs. This is in anticipation of serving continuously during the dinner and lunch meal periods, in addition to late night business deal being conducted by customers waiting for their late night flights to their respective destinations. Menu and Wine List Design/description Samantha restaurant will create an inspirational modern Australian menu with subtle European influences. In additions to a superb a-la-carte menu the restaurant will designed a new set of menu that will show how best international and local produce flavors. Samantha restaurant will boast of an extensive list of over 25 wine selected by the best wine tasters in Australia. The unique selection of wine will comprise of boutique Australia wines as well as some of the rare and best of old world style varieties . Entrée 1) Hot smoked Tasmanian trout with a spiced nectarine salad 2) Spinach and Ricotta cannelloni 3) Traditional prawn cocktail with a remoulade sauce 4) Salad of prosciutto, grilled pears hazelnuts and gorgonzola 5) Wasabi mayonnaise 6) Salt and pepper squid, almond aioli. Main Course 1) Riverina lamb, Date, black currant, saffron. 2) Swordfish, Corn, curry, coconut. 3) Salmon, Horseradish, watercress, pancetta soil 4) 9+ wagyu tongue, Caviar, cuttlefish, crab, ponzu. 5) Salmon, Horseradish, watercress, pancetta soil 6) Venison, Plum, walnut, bitter chocolate. 7) Supreme of Glenloth organic chicken with skordalia oven roasted vine tomato salsa verde. 8) Fillet of Hiramasha Kingfish, green beans with a putanesca sauce, sugar cured crisp panchetta. 9) Desserts 1. Blood orange syrup 2. Cream drunken strawberries 3. Pineapple jelly yogurt sorbet 4. Rhubarb crumble vanilla bean ice cream 5. Puff pastry with saute apples Wine SPARKLING & CHAMPAGNE 1. NV Taittinger Brut Réserve 2. 2009 Domaine Chandon Vintage Brut 3. NV Gosset Grande Réserve. WHITE 1. 2011 Domaine Schlumberger Pinot Gris 2. 2011 Frankland Estate Isolation Ridge Riesling 3. 2011 Frogmore Creek F.G.R. Riesling 4. 2011 Craggy Range Avery Vineyard Sauvignon Blanc 5. 2006 Tyrells H.V.D. Single Vineyard Sémillion 6. 2011 Phillip Shaw No.11 Chardonnay 7. 2011 Marco Felluga Mongris Pinot Grigio 8. 2009 Dennis Pommier Chablis AC Chardonnay 9. 2005 Helm Premium 10. 2010 Clos Clare 11. 2012 Petaluma 12. 2012 Grosset Polish Hill 13. 1997 Leo Buring 14. 2011 mesh Eden Valley 15. 2011 Frankland Estate Isolation Ridge ROSÉ 1. 2010 Château Riotor Grenache/Cinsault/Mourvedre. RED 1. 2011 Paringa Estate PE Pinot Noir 2. 2009 Bodegas Patrocininio Zinio Tempranillo Crianza. 3. 2012 Teusner Joshua Grenache/ Mataro/ Shiraz. 4. 2006 Stoney Vineyard Cabernet Sauvignon. 5. 2008 Ferngrove Estate Malbec. 6. 2008 Alpha Box & Dice Sangiovese/Cabernet. 7. 2010 Gemtree Uncut Shiraz. Food Service Area Design Figure 1 Samantha restaurant will be able to serve a total of 150 customers at any given time. 100 seats will be located in a open area next to the main entrance to the restaurant. The remaining 50 seats will be located in a private room as seen in figure 1 above. Since few customers would want to be served in private rooms. The Vasthu principle will be used because the restaurant is likely to experience large constant flow of clients (Kumar, 2002). The main entrance of the restaurant will be located north of the room that is auspicious direction for food-related business; the cashier location will be in the north-west direction facing east (Kumar, 2002). The kitchen at the restaurant will be placed in South-east location (Kumar, 2002). The restaurant wall will be tinted with light shades. The reception will be designed is such a way that people sitting at the reception faces East direction while receiving payment (Johnston and Lyth, 2000). The restaurant will not be dark and dingy instead the restaurant will be designed in such a way it is well ventilated and enough lights are put in place (Kumar, 2002). Product and Service Quality System a. Foods All our foods will be cooked above the minimum temperature that has been recommended by World Health Organization (WHO). A standard procedure will be developed that will help the restaurant minimize the risk of cross contamination between ready-to-eat products and raw products (Johnston and Lyth, 2000). The quality control at the restaurant will begin from the suppliers who supplied the restaurant with raw materials. An annual supplier audit, namely the STAR Audit will be conducted with the help of ministry of health. b. Suppliers Quality All suppliers with the company will be constantly be monitored through regular submission of quality reports on their products to the restaurant (Thareja and Thareja, 2007). The restaurant will be conducting weekly Quality Assessment (QA) evaluations to staff in order to maintain quality products that the restaurant sells (Thareja and Thareja, 2007). In addition, the restaurant will top up its raw materials from reputable suppliers such as Woolworths, Tesco, Nestle and so forth, as well as from our in-house suppliers such as Region Food, KFC Bakery etc. Our meat product suppliers such as Ralph's Meat Company is closely monitored by Department of Veterinary Services and has obtained the Veterinary Health Mark (VHM) Logo (Johnston and Lyth, 2000). In addition, the company is also an ISO 9001 certified Meat company (Thareja and Thareja, 2007). To our Muslim customers, Ralph's Meat Company animals are slaughtered by personnel certified by Halal Certification Authority-Australia to ensure Halal procedures are met. c. Restaurant Quality The main characteristics for Samantha restaurant excellence will be CHAMPS. C - Cleanliness H - Hospitality A - Accuracy M - Maintenance P - Product Quality S - Speed of Service The restaurant will employ a field of Quality Assurance (QA) personnel to conduct regular evaluation in every department at the restaurant (Thareja and Thareja, 2007). The evaluation will cover all aspects of CHAMPS that include sanitation and cleanliness of the equipments, premises, personal hygiene, accuracy in the serving order, friendliness/hospitality in service, product quality standards, good maintenance and speed service (Johnston and Lyth, 2000). Above all, the restaurant will put a policy in place that will follow a strict temperature control and shelf life of all our raw products that ensures the foods that are served to our clients is safe and fresh. The Samantha’s management will employ a “mystery customer” from time-to-time which she will evaluate and score customer’s experience in the restaurant. The restaurant will set a minimum standard of 90 per cent as passing score for every evaluation carried out. Feedback from the “mystery customer” taken from the evaluation will be studied and used to continuous improve the restaurant. In addition, the restaurant will work with a reputable surveillance organization to check against the CHAMPS concept that has been employed at the restaurant (Johnston and Lyth, 2000). In order of the management to maintain and improve the quality of service at the restaurant and ensure that customers satisfaction, quality employees are required and that, in turn, require the restaurant practices such as ongoing staff training and strategic career development planning (Johnston and Lyth, 2000). Therefore customer needs and expectations must be at the centre of any HRM and service quality strategy and be emphasised throughout all organisational operations so as to sustain a successful operation. d. Samantha HACCP Program The restaurant will establish a mandatory HACCP (Hazard Analysis Critical Control Point) program. HACCP program is a management system that is used in every food establishment for assurance of food safety that is served to customers (Sperber and Richard, 2010). The whole process includes identification, evaluation and control of hazards i.e. biological, chemical and physical to ensure food served at the restaurant is safe (Sperber and Richard, 2010). This process will be applied at the time raw materials are received at the restaurant until that time food is served to the customers (Hausknecht, 2003). In addition, Samantha will be audited and certified by a reputable certification body such as ISO. All restaurants’ Critical Control Points (CCPs) will be included in the daily operations checklist which will be used in all the departments at the restaurant. e. Food Storage The restaurant will use FIFO (first in, first out) rule on the raw materials that is delivered to the restaurant. In other words, raw materials will be used in order they are delivered (Mitchell, 2004). All foods will be kept wrapped and clean (Mitchell, 2004). Each item in the refrigerator freezer and dry storage equipment will be sealed and the container labeled. The refrigerator temperature will be kept below 36 degrees F. Food stored in the freezer will be kept at below 0 degrees, and those items stored in dry storage will be kept between 40 – 60 degrees F with a relative humidity of 40 – 50 per cent (Mitchell, 2004). Conclusion When the restaurant provides quality food at an unbelievable price in a friendly and clean, and entertaining environment, the restaurant will be the talk of town. Therefore, the execution of the restaurant concept will be most critical element in the planning, The main focus of the business will be to serve quality food at an affordable price. The customers at the restaurant will have large selection of prepared food. 30 items will be on the menus that are full of zest and flavor at an affordable price. Customer being satisfied is our priority. Reference Cronin, J.J. and Taylor, S.A. (2000), “Measuring service quality: a reexamination and extension”, Journal of Marketing, Vol. 56, July, pp. 55-68. Cross, Wilbur  and Richey, Alice M. (2009).  The Prentice Hall encyclopedia of model business plans. Prentice Hall  (also has disk of PDF's for templates)  Covello, J & Hazelgren, B (2010). The complete book of business plans: simple steps to writing a powerful business plan, Sourcebooks Trade Publisher, London. Debelak, Don. (2008) Perfect phrases for business proposals and business plans.  McGraw-Hill. Deloitte & Touche. (1997), The business plan: a Deloitte & Touche guide to writing a successful business plan, Deloitte & Touche Publisher, London. Gummesson, E. and Grönroos, C. (2005), “Quality of products and services – a tentative synthesis between two models”, Research Report, Center for Services Research, University of Karlstad,Sweden. Hausknecht, D. (2003), “Emotional measures of satisfaction/dissatisfaction”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 1, pp. 25-33. Johnston, R. and Lyth, D. (2000), “Service quality: integrating customer expectations and operational capability”, in The Proceedings of the QIS Symposium, University of Karlstad,Sweden, August. Kumar, V. (2002). Vastushastra. New Dawn/Sterling. p. 5. Mitchell, D. (2004). Safe foods: the A-to-Z guide to the most wholesome foods for you and your family. Penguin. pp. Ch. 15. Sperber, William H. and Richard F. Stier. (2010). "Happy 50th Birthday to HACCP: Retrospective and Prospective". FoodSafety magazine. pp. 42, 44-46. Thareja, M and Thareja, P. (February 2007). “The Quality Brilliance Through Brilliant People”, Quality World 4 (2). Read More