Service provided by Little Owl and Club Steakhouse - Essay Example

ID Number: Service Visit and Analyzes Assignment Service provided by “Little Owl” and “Club A Steakhouse” This essay deals with evaluation and analysis followed by comparing and contrasting two local service-based businesses. The two service providers selected for this study are two local restaurant service providers named as “Little Owl Restaurant” and “Club A Steakhouse”. Both of these restaurants perform their operations in New York City. Little Owl has set its position in the city through exceptional food quality and customer convenience. This restaurant is well known in the city for casual dining and Mediterranean cuisine. It mainly focuses on delivering innovative dishes to customers which cannot be easily imitated by other players in the market. It can be stated that this service provider though operates in a small space with limited guest arrangements but provides high quality food items to its customers. The restaurant even maintains customer relationship through taking details of their guests and informing them about discounts or new dishes being introduced in their menu list. On the other hand Club A Steakhouse is a restaurant that serves high-end customers and is the most famous steakhouse in the city. This restaurant has differentiated its service through creating an artistic ambience, proper lighting, soothing music and excellent food (Bryson and Daniels 112). Club A Steakhouse was established in the year 2008 and since then it has been able to maintain family hospitality in its service with wide range of choices in terms of menu items. Positive and negative influences of service providers Little Owl restaurant believes that it can maintain its market share through delivering high quality food and develops an atmosphere of casual dining. However I feel that ambience is necessary for any restaurant apart from offering good food. As customers spend their valuable time in food outlets so it becomes essential to create an atmosphere that enhances their experience. The seating arrangement of this restaurant is not appropriate which creates a bad impression on customer mindset. On the contrary, Club A Steakhouse is the perfect destination for all those customers who are looking for proper dining with classic ambience. It has drawn a positive impression about the restaurant and I feel that its sophisticated culture is suitable enough for customers to spend their personal time. The restaurant even gives special attention to each of the customers and organizes private events to promote their service quality. Physical evidences utilized by the restaurants In Little Owl restaurant aroma and structural shape are some of the physical evidences that have influenced my customer experience. This restaurant creates a memorable experience for its customers through its unique structural shape which encompasses few seating arrangements but exceptional customer service. The aroma of its delicacies lightens up the mood of its customers. On the other hand, Club A Steakhouse influences customer experience through its choice of colors, lighting, sound and smell. It can be said that this restaurant takes all possible steps to develop a perfect ambience for its guests (Richardson 56). The soothing background music enables the restaurant to attract customers to its outlet. Customers enjoy not only their wide range of dishes but also its artistic music and environment. Lighting is another factor that draws attention of customer as it utilizes dim lights creating a perfect ambience for couples and hence known as no.1 romantic steakhouse in the city. Other aspects of the physical evidence There are a number of physical evidences of service present in the restaurant. These include a wide area parking facility, a state of the art exterior design and a warm and elegant interior design. The restaurant is located in one of the most famous restaurant neighborhoods of Manhattan which adds to the elegance and the sophistication value of the Club A steakhouse restaurant. The restaurant has five separate dining areas with five different themes (Club A. Steakhouse Corporate Website). The restaurant area is spacious with the sitting areas designed such that there is enough space for easy movement of the customers. The Little Owl is a comparatively smaller restaurant as compared to the Club A Steakhouse. The Little Owl is known for its signature dishes. The restaurant aims to provide enhanced customer experiences at a budgeted cost. The physical evidences used in this restaurant include a fully functional bar area with an exceptional collection of half and full bottles to match the requirements of different customers. The restaurant is located in a premium location which adds to the landscape factor of physical evidence. Use of physical evidence Club A Steakhouse is known for the elegant experience that it provides to the customers. The thematic dining areas are aimed at providing impeccable dining experience and customer service to the diners in the restaurant. The restaurant is renowned for the excellent menu items and is popular as one of the most romantic steakhouses in the city. The restaurant provides sensory delight to the customers through the use of attractive smell and pleasing sight for the eyes. The dining areas are decorated with different photographs to appeal to the sensory factor of the customers. The Little Owl is a small scale local restaurant which focuses more on its cuisine rather than on other physical evidences of service. However, some degree of focus on ‘servicescape’ is present in the Little Owl. For example, the theme of the restaurant provides an upbeat vibe and the unique menu items provide a differential experience to the customers. The provision of unique and signature dishes has made the restaurant a favorite among the local people in New York City (The Little Owl Corporate Website). The excellent food quality and a standard customer service have enabled the restaurant to establish a set base of loyal customers. Recommendations to improve the customer service experience The Club A Steakhouse has an exceptional ‘servicescape’. However, it can improve more by providing value added services like live music in the restaurants, organization of private events and weekend night specials etc. This will help to enhance the customer service value by adding to the dining experiences of the customers. The Little Owl has many scopes of improvement in terms of service provisions. The restaurant should introduce innovative service concepts like thematic dining services. This would attract more customers by creating a differential status for the restaurant. This would also help in adding to the publicity of the restaurant. When the visiting customers will get an innovative and differentiated experience from the restaurant, they would be likely to suggest the restaurant to others as well. This would create more word of mouth publicity for the Little Owl. Works Cited Bryson. John., and Peter, Daniels. The Handbook of Service Industries. UK: Edward Elgar Publishing Limited, 2007. Print. Club A. Steakhouse Corporate Website. Restaurant. 2014. Web. 22 August. 2014. . Richardson. Marie. Serving Methods and Dining Environment Currently Used. IOWA: ProQuest, 2007. Print. The Little Owl Corporate Website. Welcome. 2014. Web. 22 August. 2014. . Read More