Olive Restaurant

Company Overview

The Palace Luxury Resort is the largest resort in Bangladesh owning 150 acres of natural beauty. It was made to provide a royal experience like no other in the hills of Bahubal, Habiganj. It offers wide variations of service and relaxing activities that will ensure the ultimate premium feelings that one can have in a hill top. The services include hotel rooms, restaurants, spa, cinema theater, conference hall, indoor and outdoor games, fishing and a lots more.  

Capacity

The Place accommodation comprising 107 Rooms in Tower along with 20 Exclusive Villas, 2 Presidential Villas and 2 Helipads. It has 5 F&B outlets and Room Service, conference facility of 450 people in column less Conference Hall, 2 Cinema Theaters, Ayurveda Spa with 2 Swimming Pools, Indoor Games, Tennis and Basketball courts, Volleyball, Lake for Fishing, Boating facilities, Walking Trail of over 7000 meters and many more. It is a perfect place for nature lovers for quite tranquility. It is also an adventurous destination to explore the charms of the tea gardens and the largest rain forest in Bangladesh.

In order to find out how such a big resort runs smoothly and how its service production management takes place we have chosen this company to do our project for our Production Management Course.

Industry Analysis [Porters Five Forces]

The Palace is a newly made resort with a wide range of services and facilities. In order to analyze its industry value we have conducted porter five forces to find out how the industry of resort is. As we know in porters five forces we analyze the following model;

[pic 1]

Threat of New Entrants: [Low]

We have found that making a five star kind of resort is really expensive to make with facilities like ‘The Palace’ offers, it is really hard to find such resort in Bangladesh as the few numbers of well established competitors are already there in Sylhet division. Big name like Grand Sultan Tea Resort and Du Sai and The Palace itself we have found it highly unlikely to see another big competitor soon with huge amounts of investments.

Bargaining Power of Buyers: [Low]

Even though we have found that in Sylhet division in Bangladesh there are numbers of top class Resort to choose from so buyers will have more bargaining power in terms of choosing which one to go but when it comes to pricing it is pretty much same across all those big name resorts there. So, there is not much bargaining power at all. That is why we considered it low.

Bargaining Power of Suppliers: [Low]

In order to run such a big resort the company needs lots of products from different suppliers so as they can buy in bulk amount and also it is a good opportunity for other brand to advertise their expensive offering to porsche people thorough “The Palace” so it can be presumed that the bargaining power of the suppliers are low.

Threat of Substitute Product and Services: [Low]

There are many hotel and residential resort in Sylhet other then five stars like The Palace. Many people goes there for years but people who pays for five stars will not try to go to such three stars or other hotels. But then again if people see the value is not there or if the money is not worth it they might switch for substitute. We think the threat of substitute product is low because people who want better experience and does not care about price will not go for substitute.  

 Rivalry Among Existing Competitors: [High]

We have seen ‘The Palace Resort’ giving huge discounts on holiday season of Eid at the same time The Grand Sultan and Du Sai have followed the same paths which have shown how they are trying to attract customers without compromising five star qualities. That is we think that rivalry among existing competitors are really high.

Company Analysis [SWOT]

The Palace Resort as a resort has many services and facilities to offer for its customers which is why production management of these services are very tough and big indeed. In order to find out which service we will be focusing on in this report we conducted as SWOT analysis to find out the “The Palace’s” following aspects;

[pic 2]

Strength of The Palace:

1. It is the largest Resort is Bangladesh till date
2. It is situated in Hills which itself is rare among other resorts.
3. Have Integrated BOSE sound system in the entire 150 acres of area for pleasant experience.
4. Swimming pool in a hill top.
5. Indoor games with top of the class modern facilities.
6. 350 employees for them to serve their customers.

Weaknesses of The Palace:

1. Not the biggest hotel in terms of rooms.
2. Does not have enough capacity of food court when the hotel rooms are full.
3. The food service is bad compare to industry
4. Buffet breakfast, dinner and lunch system in their main Restaurant “Olive Restaurant”
5. Not enough cars to provide services to show the visitors around.

Opportunities of The Palace:

1. The Palace Resort is expensive but still customer comes so that the people who are coming are the biggest opportunity to make a super impact on their mind and make them come more.
2. New types of amusement system can attract huge number of people from all over the country.

Threats of The Palace:

• Because The Palace is Expensive once customers comes if the fail to impress them their big competitors will take their customers, we think that is what he biggest threat of  “The Palace”.

Eating is one of life’s pleasure and pride – so is cooking and serving good food to others. A restaurant is a commercial outfit which specializes in the preparation of quality food and to serve them to satisfy the customer’s demands. As we found food facilities is the biggest weakness of “The Palace” Resort we planned on doing our project on the ‘Olive Restaurant’ service of “The Palace”.

The Olive Restaurant’s Layout

[pic 3]

Effectiveness of the Layout Design

• It has enough space so handle 110 at  a time
• Kitchen is very near to the Buffet Service Bar, so that they can serve fast meal from the kitchen
• All tables and chairs are well organized
• Train employees in effective customer service techniques, not just in the legally-required food handling and safety procedures. 
• Establish and enforce clear policies about attire, hair and makeup, for example - neat and clean are the key words here. Remind them that being casual and friendly doesn't mean being overly familiar with customers.
• The kitchen staff cooks from a prescribed menu daily

Ineffectiveness of the layout Design

• More than 110 people come at a time during lunch and dinner which is beyond capacity.
• Guests are touching the food in the serving bar, so chances of contamination are very high.
• In the off peak season, visitors number get low. So food served at buffet spoiled which may increase higher cost. This may lead lower profit.

Capacity Management and Customer Handling

• The ‘Olive’ dining hall of the Palace Luxury Resort can serve 110 guests in a single buffet dinning. Apart from the head chef and a sous chef with a support team of three food preparation staffs in the kitchen, a team of 11 staffs is also present to serve a range of duties like tending the food bars, replenishing dishes, tending to the dinners etc. Moreover, a supervisor always keeps watch of the whole operation for smooth execution.
• They manage their capacity of serving guests in a way that it can ensure the fullest use of their potential and minimize the waste of resources as much as possible. To keep this operation efficient they have a list of rules to handle the operation and deal with the guests.  Everything on this list of rules is the responsibility of every staff of the buffet but if anyone is not authorized to do what is necessary, they have to immediately get someone who is A manager or supervisor is always visible in the ‘Olive’ dining hall and keeps an eye on employees in both the dining room and at the buffet serving area. The manager also makes sure the kitchen staff is keeping up with the demand at the serving bars and make sure they are keeping ahead of need.
• The staffs of ‘Olive’ make sure that every serving tray must have its own serving piece. When a staff sees that a serving piece has been placed in the wrong tray, they pick it out immediately and replace with a clean serving piece.
• There are plates and silverware always available. When the number of plates or any particular utensil starts to get low, they bring out more immediately. They do not wait for them all to be gone. Also, they correctly label every item out on the buffet. If an item has been changed out of its location by any guest, they change the label at the same time.
• Items that will drip are placed at the front of the buffet server and not behind other items so that they will not drip into when served. The dining is kept clean throughout a buffet dinner/lunch dinning. Serving area counters are wiped down and floors are kept clean of food items dropped including around and under tables.
• At least three staffs are always dedicated toward the job of walking around the dining hall to help the guests in any way they are required. Three staffs are stationed to man the serving bars and inspecting the food.
• The trays of food are stirred regularly around the entire buffet to not allow any tray to become dry. The temperature of food must be kept at a specified level - hot foods must remain hot and cold foods must remain properly cold. To do so they check the serving trays regularly with a food thermometer to make sure temperatures are correct.
• When a tray of food is half full, one of the dinning staffs at the serving bar alert the kitchen that more is needed. They do not allow any tray to become empty. Because, a great deal of the food waste can be saved by bringing out only a little at a time to the buffet and refilling it often.
• Parents with children are requested when entering that, children under 12 must be accompanied to the food bars and may not go up alone. Signs of reminder are posted visibly at the food bars.

• If there is a carving station (if there is a bar-be-que option in the ordered menu), a carver is present at all times and within sight of the carving station - ready to serve the next person who steps up without delay.
• If beverages are served at the table, table staffs ask diners if they would like a refill as soon as the glasses are just a quarter full.
• Finished plates are picked up from a table promptly. Plates are never stacked up on a table before they are picked up.

• The authority at the ‘Olive’ said the effectiveness and efficiency of their capacity management is also due to the consideration given when hiring for the positions that will have direct contact with customers or guests. Hiring friendly and engaging people helps define the face of their operation and deliver the memorable customer experience they want

Network Diagram (AON)

[pic 4]

At the very first stage Olive Restaurant prepare an expected guest and stuff chart. Following to this stage, they get involve with three simultaneous task – first one is arranging and storing required inventory for food preparation, second one is crockery arrangement and the third task is to set up table layout in the dining hall.  After food inventory arrangement they start preparing the food on the other hand after crockery arrangement and set up table layout they start decorating the dining hall. After preparing food they present it in the buffet service bar. In order to help the customer to get the food, managing and cleaning dining hall they arrange a service team in the dining hall right before serving the food in the buffet service bar. Finally the dining hall get close after getting the bill payment from all the customer