Mission and Functions of Atrium C Afé Restaurant:

set, both natural but also convenient for diners to choose their own food.

2.1.2.2. Mission and functions of Atrium Café restaurant :

With the business product of Buffet, Atrium Café restaurant is the main restaurant in the culinary business and the "big brother" of the F & B family. The restaurant serves customers from 6:00 to 24:00 every day, and every day is something new for diners when coming to Atrium Café.

In addition, the restaurant is also a place for conferences held on the 2nd floor and guests can go down to have lunch at a preferential price included in the meeting room rental price. Every year, many companies organize conferences, meetings, ... in the hotel's conference room and guests can enjoy the hotel's lunch buffet with extremely diverse and rich dishes.

Although it is called a Buffet restaurant, Atrium Café also serves Alacarte when requested by customers. The restaurant's Alacarte menu is extremely rich with more than 30 drinks and foods. In addition, there are also extremely rich and unique cakes to serve customers.

Maybe you are interested!

True to its title as the “big brother” in the F & B family, Atrium Café restaurant brings huge revenue to the F & B department in particular and the entire hotel in general. Not only does it bring revenue to the hotel, Atrium Café restaurant also brings the reputation of Legend Saigon Hotel closer to visitors through diverse dishes, unique scenery and attentive service style of the staff here. Many diners after using the Buffet at the restaurant have affirmed that: “There is no Buffet restaurant with a rich menu and beautiful view like at Atrium Café restaurant - Legend Hotel.”

The restaurant staff and the entire Board of Directors of the restaurant always seek to innovate in the menu, be more attentive in the service style to be able to find a larger source of customers, new customers and maintain the old customers. That not only maintains the revenue for the hotel but also brings in a new source of revenue higher than the old source.

2.1.2.3. Organizational chart and management hierarchy in Atrium Café restaurant – job description of each position :

Looking at the following organizational chart, we can see that the management model of Atrium restaurant is quite simple and clearly decentralized:

 The head is the F & B Manager, this person holds the highest position in the F & B department and is usually held by a foreigner.

 Following him is the Assistant Manager, this manager will be in charge of both internal and external affairs. In addition to allocating customers and attending meetings to make recommendations to increase the number of customers for the restaurant, he will also participate in the recruitment process and conduct a second interview with employees after they have been approved by the HR department.

 In addition, there will be 2 assistants behind him who will take on tasks such as taking care of employees, arranging the Roster, resolving customer complaints, etc. In addition, each different area of the F & B department will have different Managers in charge.

manage.

 Next, supporting these Managers are Supervisors, who are responsible for taking care of small departments of employees. However, at the Atrium restaurant, these Supervisors are responsible for taking care of the two main areas of the restaurant, area A and area B, as shown in the picture.

 Taking responsibility for taking care of each small group of employees is the Captain's job. Not only taking care of them, but these Captains also take the initiative to solve customer problems.

 Finally, the most important people in the F & B department are the service staff. They are the ones who directly contact and serve customers. Meet their legitimate needs. If these employees make mistakes, it can cause the hotel to lose a large number of customers. And lead to unnecessary consequences, possibly damaging the hotel's reputation. Therefore, managers need to train, monitor and manage closely to ensure the best quality of customer service.

DIAGRAM 2.3 F & B DEPARTMENT ORGANIZATION CHART

F & B Management

Assistant Manager

Restaurant Manager

Assistant Manager

Banquet Manager

Supervisor

Waiter/Waitress

Captain

Source: internal document of F&B department of Legend Saigon hotel

2.2. Current status of service quality management at Atrium Café restaurant :

2.2.1. Understanding customer needs and expectations :

 Customers who often visit the restaurant can be divided into 3 main groups, depending on the 3 times the restaurant serves Buffet.

 For breakfast buffet, the customers are the guests staying at the hotel. When they buy room service, they also buy breakfast service.

 Next is the lunch buffet, the customers are usually group guests, they have booked a meeting room at the hotel and therefore they use the hotel's dining service for their employees. However, on Sunday lunches, the restaurant welcomes a large number of outside guests who come to enjoy the special dishes that are only available on Sunday lunches.

 Finally, the dinner buffet is for outside guests who come to enjoy the evening with their family in the warm but no less romantic atmosphere of the hotel.

Although the number of customers coming to the restaurant is large, the number of customers coming to the lunch buffet is usually conference guests. The demand of this group of customers is often not very high and that is why the source of profit from this source of customers is also limited. Because the buffet meals are sold to conference guests at a more preferential price (cheaper than outside guests from 10 - 15%). Although saying that, we still have to

Maintain this number of guests to ensure revenue for the hotel in general and the restaurant in particular during low seasons when there are too few guests.

 Although the target customers of each time are different, in general their needs are the same. That is explained as follows: all customers when coming to the restaurant want to enjoy delicious meals in a luxurious and romantic setting with attentive and dedicated service from the staff here.

 Currently, the restaurant has been applying many methods to collect customer information such as: sending feedback forms, sales staff are always looking for

The most effective method that is being applied by restaurants is to collect customer information from the restaurant staff. Employees always monitor and learn to best meet customer needs. After each shift, managers always gather employees to learn from the shift, point out each employee's mistakes, or praise employees who work well, etc. From there, they can gradually improve their service quality.

 Atrium Café Restaurant is constantly trying to improve its quality to be able to fulfill the commitment of "always bringing the best quality to customers". Managers constantly train, coach, and monitor their employees so that they can serve customers in the best way. To avoid the situation where problems arise but are not resolved satisfactorily, causing customers to be upset, managers always closely monitor the activities of each employee towards their customers.

2.2.2. Establish service quality standards:

The current service standards of Atrium Café restaurant can be said to be built according to the following factors:

 Reliability: It can be said that Atrium Café restaurant has achieved a fairly high level of customer trust because every day the restaurant has welcomed a large number of visitors to use the lunch and dinner buffet even though the restaurant's prices are not average. Especially, on holidays or Sundays, there is a fixed number of customers - loyal customers coming to the restaurant to have a party.

Lunch and dinner buffets or sumptuous Alacarte meals. To achieve that, the restaurant had to go through a long process of building a menu and service style to suit the needs of customers and its 5-star standards.

 Responsiveness: In this factor, Atrium Café restaurant has not performed very well because on busy days such as holidays, Sundays, ... customers still have to wait, and some customers even have the wrong food ordered due to confusion of the service staff. This negatively affects the customers' view, especially those who come to the restaurant for the first time, about the quality of service here.

 Security: in this factor, according to the theoretical basis, we must study 3 characteristics:

 Regarding capacity: the restaurant has achieved this factor through unique and distinctive culinary techniques that reflect the identity of each country. In addition, the presentation and decoration of the Buffet counter are extremely eye-catching, stimulating customers' appetite, making them excited and wanting to return to the restaurant.

 Politeness: the attitude of the staff towards customers can be said to have reached 5-star standards. The restaurant's service staff is being improved day by day, they always participate in short training courses to improve their service ability. In addition, during the working process, they are always trained by managers to be able to handle situations promptly to avoid disturbing customers. They are highly appreciated by the hotel's customers for the quality of service and customer satisfaction. For them, each customer is a god, they always try their best to meet the needs of customers. The majority of the staff here always pay attention to the requirements of customers, responding to customers quickly and fully when they have a request.

 Safety: because the restaurant always achieves a certain number of loyal customers, safety has reached the highest level. Each dish is always prepared hygienically, ensuring the highest stages of food hygiene and safety. The staff always make sure that customers achieve the highest sense of safety when staying and enjoying meals at the hotel.

 Metamorphosis: low-level as well as high-level managers at the restaurant always monitor customer requests, they always learn about customer needs.

How to change to best meet those requirements. Not stopping at the current level of service quality, the hotel is upgrading day by day to best meet customers' needs.

 Tangibility:

 Menu: What products does the restaurant offer to customers, what are the characteristics of these products and services? Do customers have many choices and does the menu reflect the ability to satisfy customers? These are important questions in the quality of restaurant service.

It can be said that Atrium Café restaurant has greatly met the eating and drinking needs of customers with an extremely rich menu (see Appendix 1). Not only that, the restaurant's chefs always change the dishes on the menu to improve it day by day to serve customers best. In May, the restaurant launched a new dish "Beef rolls" to serve customers on Sundays in addition to the famous foie gras dish that is loved by customers.

The menu not only requires content but also presentation. Currently, the way the restaurant menu is presented makes it difficult for customers to recognize the dishes as well as the preparation and ingredients because the language used in the menu is English but most of the restaurant's customers are Vietnamese and Japanese.

2.2.3. Building a team of qualified staff to provide good service:

Restaurant staff must serve according to the following procedure:

 Restaurant opening process:

At the beginning of the shift, after signing the “Daily Atrium Café time shift”, the staff will prepare Cutlery (knives, forks), and plates to set the table for the guests. This is a small but cyclical process. Because the restaurant has three buffet times, there will be three stages of opening the restaurant:

 The morning shift will start at 5:30, to prepare for the breakfast buffet. The restaurant staff will set the table with: knives and forks for the main course, coffee cups (put teaspoons, because the evening shift has already placed cups and sugar), and milk. Check other preparations: plates, cups, glasses for guests to use for juice, milk, bowls for

Guests take cereals... One of them has to set up spoons and pick up food in the buffet line. In addition, the staff also has to prepare tea and coffee for guests. Meanwhile, the kitchen staff (hot kitchen and cold kitchen) will arrange dishes and drinks suitable for the morning. These two departments (restaurant staff and kitchen staff) will coordinate together so that at exactly 6am, the restaurant must be ready to welcome guests for breakfast. During this period, the Captain and Supervisor have special responsibilities: checking everything to avoid shortages of food or drinks (tea, coffee, juice, butter, milk, ...), knives and forks, napkins for guests, ... Must ensure everything is ready to serve, avoid disturbing guests while they are eating just because the preparation work is not completed.

 The lunch shift will start at 11:30. However, at 10:30, 2 people must stay behind to help the kitchen staff set up spoons and tongs for the lunch buffet to be completed and ready to serve customers.

 The evening shift usually starts at 3pm. At this time, the staff will wipe down the plates, knives, forks, and glasses to prepare for the Dinner Buffet set up starting at 6pm.

 Buffet service process:

 Welcome guests: It can be said that the Hostess is one of the people who comes to the restaurant early to check the information of the guests who have booked a table, check if the table has been booked (book the Res erved), then prepare other tasks such as turning on the music system, lighting, and cooling in the dining room; can help the waiters set the table if there are many guests that day.

When guests arrive at the Hostess counter, the Hostess will greet them to get information about whether they are guests or walk-in guests, the number of guests, special requests (smoking or not, sitting outside or inside the restaurant...). After guiding the guests to their desired seats, the Hostess will ask the guests about their favorite food and drinks (maybe the guests do not eat Buffet, do not like Buffet coffee, want to order other drinks,...) The Hostess and the service staff will meet the guests' needs.

After the guests sit at the table, the waiter will serve the drinks included in the buffet that the guests have chosen. Then, observe and take away the plates of food that the guests have finished eating (or no longer used), knives and forks, cups, wine glasses, ... if the guests

no longer in use. Note, service staff must always observe to understand customer needs and respond promptly.

After the guests have finished their meal, the waiter must pay attention to know which guests need to pay, which guests are room guests to support the Hostess. If the guests request to pay, be careful with the amount they pay, the guests pay by credit card, foreign currency or discount, free (collect Voucher) ...

After giving the customer change and paying the red bill (if any), you still have to take care of the customer if they still want to sit at the table. The Captain or someone with a higher position will ask the customer about the food and drinks, and see if the customer has any comments about the meal.

See the guest off: Take the guest back to the exit, say goodbye and see you again, wish the guest a nice trip/day.

 Clearing the table: After the guest has left the table, the waiter must clear the table and check to see if the guest has left anything behind (or if the guest has “accidentally” taken the restaurant’s property) in order to promptly return it to the guest. Bring all dirty plates, knives, forks, etc. into the station or bring them straight to the steward to wash.

Prepare to welcome the next guest: the assigned Table setting staff will set up new cutlery, napkins, etc. to welcome the new guest.

 Alacarte service process:

The Alacarte service process of Atrium Café restaurant is the same as other restaurants. First, the Hostess will also bring the guests into the restaurant's dining area. The Hostess will ask the guests if they want to use Buffet or Alacarte so that she can inform the Captain or Supervisor in that area. The waiter will pour water for the guests. At the same time, the Captain or Supervisor will present the food and drink menu to the guests. After the guests have chosen their food and drinks, the waiter must prepare Alacarte bread (including 3 types of bread of the restaurant and 2 pieces of butter) for the guests to eat first while waiting. Then, if the guests order water, the water will be served first, and the knives and forks on the table must be changed to match the dishes the guests have chosen. The last step of this process is to serve food to the guests. The procedures for clearing plates and seeing off guests are the same as those of Buffet.

Comment