Restaurant 9inety 2wo

Nature of Services

Restaurants

Intangibility: Ambience, spatial layout, furnishings.

Heterogeneity: Consistent service, staff recruitment & training, managing the expectations of customers

Inseparability: Teamwork, quality control, menu preparation, seamless service delivery

Perishability: Use of a reservation system, the use of a casual workforce and dedicated local staff to come in during unexpected peak periods.

Restaurant 9inety 2wo

The Service Environment

Heterogeneity

Inseperability

The Service Environment at Restaurant 9inety 2wo

People at Restaurant 9inety 2wo

Service Environment

The Services Marketing Mix

Perishability

Intangibility

Owner-Operator Business

Restaurant 9inety 2wo has a unique service environment that offers:

Nishii et al. (2008) provides support for the contention that "employee attitude is strongly associated with customer satisfaction"

Reputation: Renowned for service excellence

According to Kincaid, C,. et al (2009) "the servicescape takes on greater importance for patrons who spend extended time in the facility (e.g., restaurants)"

Front of House & Kitchen work together

= seamless service delivery!

Reservation System: patrons are strongly urged to make a booking

Restaurant 9inety 2wo positions themselves

above their competitors using:

Personable service: owners and staff members have long-standing friendships with customers

Experienced service delivery – the Head Chef and kitchen staff provide meals that are culinary delights

Casual Workforce: Ability to call on casual staff who live close by to come in when demand peaks unexpectedly

Personal selling: Staff are personable and have developed close friendships over the years with their patrons

Service levels are of an extremely high-standard

The Building: Built in 1877,

Beautiful, Historical

& Iconic

Intangibility

Accommodating – the staff are willing to accommodate special requests and to cater for large numbers and walk-ins

· Restaurant patrons spend longer periods of time at a restaurant compared to many other types of services

Single sitting: Restaurant does not do multiple sittings so when customers dine they are often there for hours

· Diners want the staff at a restaurant to be able to provide them with recommendations and to make them feel welcome and important

Heavy investment in staff training

The decor: mood lighting, open fireplaces

modern yet comfortable furniture, features

Heterogeneity

·Being an Operator-Owner Business distinguishes Restaurant 9inety 2wo from many of their competitors

·The Country Town feel of the restaurant makes it a favourite amongst the locals

·Potential staff can walk in off the street and many are local University students, however the restaurant owners take the time and effort required to recruit only the very best front of house staff and to train them well

·The Head Chef ensures that kitchen staff have a genuine ‘passion’ for food to ensure that they are able to present the best possible menu outcomes

·The ‘family’ ties the owners have established with their regular diners keeps them coming back again and again

Empathy – the staff will help out their regular customers by getting their orders ready promptly and by knowing what they want

Promotion of discounts during less busy periods

Empathy: Staff know their customers well and anticipate their needs

Atmosphere & Ambience: Soft music, friendly and experiences staff

Recruitment of staff who are passionate

Inseperability

· Diners want the familiarity of home with the added features of dining out, such as table service and ambience

Seasonal demand:

Restaurant is busier during winter months due to warmth of open fireplaces & homely feel

· People who are dining out expect this to be a special & memorable experience

Top Chef: Brett Melhuish

"I think the two of us working together day in day out, whether it's in service or not is what makes the restaurant what it is today" Rob -Restaurant Manager

Staff Uniforms: Professional Black uniforms with immaculate presentation

Reliable staff – casual staff on call and staff cross-trained to move from kitchen to waiting if needed

A highly respected business in the Bathurst region!

Perishability

http://www.9inety2wo.com/