The Skills Of EmployeesTourism Essay：员工的技能1.1业务描述餐饮业在尼泊尔是一个蓬勃发展的企业。餐厅外的家里的趋势已经变得非常受欢迎的，从而使餐饮业更具竞争力。越来越多的人们与朋友和家人外出就餐，对餐厅营业额的增长做出了很大的影响。
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。1.1业务描述——Description of the BusinessRestaurant business is one of the booming businesses in Nepal. The trend of dining outside of the home has become very popular thus making the restaurant industry more competitive. The growing number of people dining out with friends and families has made a great impact on restaurant growth.
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.1.2 地理位置——1.2 LocationA suitable location was found last month in the capital city of Nepal. The restaurant will be located at Durbar Marg, Kathmandu. The lease negotiation for a year is in the final stage. Once the lease is signed, Blend restaurant can then start its operation phase.
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.1.3 目标市场——1.3 The Target MarketThe business is operated with a profit motive. The main objective of any establishment is to earn money from its various possible customers. Blend Restaurant is also operating and providing services, so as to acquire profit through its customers. The market covers a large area of diverse groups of almost all age. It is a touristic area and as well a place where people prefer to eat out. Looking the scenario of an area we believe that customer will come from three major segments:
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.1.4 竞争——1.4 The CompetitionThere are numerous restaurants in our business premises but only few of them will be our tough competitors. They are Nanglo Bakery Café and Nepali Chulo. They are our main competitors because the Nepalese cuisines that they serve are quite similar to ours. In addition, The Bakery Cafe is the oldest fast food restaurant in Durbar Marg and it has number of regular customers. But however we offer a collection of Nepalese as well as Indian cuisines that can attract the customers. Our quality food and high standard of services will differentiate us from them. Blend will be the only restaurant among all that focuses the entire menu on healthy, low-fat cooking. That will be our main advantages.
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.1.5 管理——1.5 ManagementMr. kang is the Managing Director of Blend Restaurant. He is the General Manager of Wimba group, a national food wholesaler and retail store. Since 1998 his company has created a high-profile image, reputation and awards. In 2005 Wimba Group opened a small cafe within the store that became so popular and profitable that he finally decided to expand the concept into a full service restaurant.第二部分：操作程序——PART 2: OPERATIONAL PROCEDURES2.1 人力资源——2.1 Human ResourcesThe skills of employees are a company asset (Barney, 1991) therefore we must ensure that the management team and employee are carefully selected so that their skill set matches the jobs that they will be expected to perform (Jain, 2005). Right people will be given right work because that will maximize their potential to take our business towards profitability. The staff requirements must be planned in order to meet the anticipated customer demand (Jain, 2005). Twenty-one full time employees will be appointed. The staff will be employed on the basis of full time only. In Nepal the trend of working part time is not so popular. Most of the students are dependent on their family's income. However we give chances to volunteer student trainees who are undertaking hospitality subject and wish to gain on the job training as per their course requirements. According to Ruzevicius (2006) sharing the knowledge and providing training to the employee are the most important priorities of an organization. Therefore appropriate training will be provided to the front staff on customer handling, customer satisfaction, Health and Safety, fire safety drill and effective communication. Staffs have to interact and respond with customer in regular basis that means effective communication with customer enhances the level of customer services (Tarricone and Luca 2002).
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)2.2 市场和公共关系——2.2 Marketing and Public RelationsThe blend restaurant is situated in a location which is the heart of the city and the busiest area and is also perfect for the business operation. The attraction for the visitors to visit and dine in this restaurant would be the location and similarly the kind of food we serve in the restaurant which would be the fusion of the Nepalese and the Indian cuisine: the most popular food among the local residence and the tourists visiting Nepal. Similarly the design of the restaurant is medium sized not too crowded where the visitors can have their time for dining in a spacious and friendly environment.
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).2.3 游客体验和服务质量——2.3 Visitor Experience and Service QualityA quality control system is not only an extra in food processing but is something done by large manufactures. Quality control system is essential components of all food connected business.
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.2.4 伙伴与联盟——2.4 Partnerships and AlliancesAn element that seems to be frequently lost in small and medium-sized growth strategies businesses is the concept of building your business through alliances – more commonly known as "strategic" alliances and the creation of a "plan" to make the Alliance or partnership in fact happen. If these collaborations are guaranteed by carefully elaborate legal agreements or a handshake during lunch, strategic alliances have proven to be a very successful way to access new markets, new customers or the exercise of a new idea, in order to principal that we all want – to increase profitability.
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.2.5 需求和容量管理——2.5 Demand and capacity managementThe restaurant operation that we will be operating is a medium sized business with moderate pricing of the product and services that can be affordable for the consumers and also a profitable business for us. The pricing of product and services that would be provided in the restaurant would be based and related on various factors, firstly the competitors pricing should be determined so that we can attract the consumers with the lower price than that of our competitors. Other factors are the market price of our suppliers, the rental property of our business and the various costs that incurs for the operation such as the salaries for the staffs, fuels and gases expenses, electricity and water bills, the amenities, furniture and decoration costs this cost would be only during the commencement of the business however we should retain the cost that would occur for the maintenance of these amenities.
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.2.6 财政——2.6. FinanceThe main source of income is generated by restaurant sales by selling food and beverages to customers. In our business area various types of events, entertainment and festivals are organized on quarterly basis like food festival, street concerts, etc. We are actively involving in those events as it takes place.
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)2.7 遵纪守法——2.7. Legal ComplianceWe need to obtain a food service establishment license before starting our operations. The will give us the permission to legally operate our restaurant. Safety of customer and employee at business premises, security of their assets, fire evacuation plan, hygiene and cleanliness are the major responsibilities of our business. We will need fire department permit from Fire Department of Nepal because our business are using flammable materials and is open to public area. We also need a permit from Health Department to ensure the foods that we serve to the people will be of high quality and hygiene. We need to follow the requirements set by government regarding staff working hour, wages, compensation, discrimination at workplace, etc.
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.2.8 可持续管理——2.8 Sustainable managementA business can run and operate in any manner but when we establish a business it is important that it carries out smoothly for the longer period of time. This process of business that doesnt fail and goes along as a sustainable business is important in the present context. A sustainable business have the ceratin factor of making long term relations with the customers as well as the internal employees and suppliers. The sustainability of the business is based on the economic, social and environmental stability. Therefore it is important to manage these as we carry out our restaurant operation. The economic sustainability of our blend restaurant can be managed depending on an ability to identify markets that will continue to deliver business in the long term; to understand what potential consumers are looking for; and to adapt to trends and changes in source market conditions, travel patterns and tastes. This requires effective and ongoing market research to guide tourism development in the destination as a whole and realistic market assessment for individual project proposals (United Nations Environment Program and World Tourism Organisation, 2005). Similarly, UNEP and WTO (2005) explain how the social sustainability can be managed: by respecting human rights and providing equal opportunities for all in society. It requires an equitable distribution of benefits, with a focus on alleviating poverty. There is an emphasis on local communities, maintaining and strengthening their life support systems, recognizing and respecting different cultures and avoiding any form of exploitation in the business. Furthermore, they state the environmental sustainability, can be managed by conserving and managing resources, especially those that are not renewable or are precious in terms of life support. It requires action to minimize pollution of air, land and water, and to conserve biological diversity and natural heritage. So, the while operating out restaurant business these factors are to be taken into consideration. The code of ethics is essential in any business operation our restaurant would also have the code of ethics for the customers as well as the employees. Behaving and carrying out the operation ethically is one of the key for sustainable business, we make sure that our customers behave ethically and do not say anything that can hurt the feelings of other people in the restaurant, and similarly the management and the employees are responsible for the way they behave in the restaurant and create a proper working environment among all the staffs. The restaurant can have some environmental risks such as pollution due to the waste materials that comes out from the restaurant, emission of carbon gas due to the use of more electricity power this can be controlled using natural source of power such as solar panel heating system and cooking technologies and utilization of the electricity and other resources wisely.