The categories of food and beverage include horticulture, dairy, seafood, wine, grains, the industry has a wide variety of products and it supplies those to retail, food ingredients and food service.
In Australian Economy, food and beverage have major contribution to both employment and financial development. It is the largest industry in Australia by virtue of product manufacturing. The customers of the industry have dynamic needs like product diversity, value, service, and most importantly quality. The variety of food items in the industry bears the testimony of the cultural as well as ethnic diversity in the country. Europe, Asia has also influenced many items available in Australian food industry. Halal, kosher and organic have good quality standards and they are served with certificates. The industry exports their variety of products to 200 markets.
Catalina Restaurant Double Bay Sydney is well known for seafood dishes and it has the popularity to Australian customers for the bar that is designed in the open veranda. It is a family restaurant with beautiful waterfront (“Home”, 2017).
Finding:
Site presentation:
According to Sweeneyet al. (2016), the view of the hotel is amazing and hero of all menus. The entire restaurant is covered by glasses. The customers are thus allowed to see the natural beauty from nook and cranny of the restaurants and so each seat is valuable here. The bar that is designed in the open veranda of the restaurant is amazing (refer to appendix 1). Wambaugh (2016) said the customers will definitely fall in love with Catalina’s outlook. In each occasion, the arrangements are really fantastic on this restaurant.
The exceptional setting of the restaurant with waterfront is indeed attractive and allows the customers to enjoy a beautiful evening with family. The furniture is well organised and the theme matches with the items of the food. Schmidt (2013) thinks watching the take off the sea-lanes through the glass is a lovely experience. The customers can see the activities going around on the bay from the restaurant. The décor is indeed classy and view of the beauty from all tables is a lovely experience.
Ambience:
Spacing is good that creates an effect in the ambiance of a restaurant as stated by Kwaengsopha (2016). The seating arrangement in the waterfront and in the open veranda creates an effect that makes the restaurant a famous one. The customers get comfort while seating, as they do not feel clingy for the space the restaurant has. Seating availability is good and the arrangement is done in a way so that many people do not have to seat in middle places.
Lighting in the restaurant has created a nice effect in each table. The waterfront is lighted with beautiful effects that attract each customer and it is lighted in a way that people from all corners can see the beauty without any obstruction. Smells should be soothing and fresh. Cooking smell from kitchen often disturb the freshness.
According to Lee, Sardeshmukh & Hallak (2016), beautiful music in the restaurant creates an effect that soothes the minds of the customers. It creates a romantic feeling in the interim. No noise comes from the kitchen or outside like some other cheap restaurants.
Service:
Starting from booking to the exit, the restaurant follows a well-developed strategy for attaining customer satisfaction. The customers get confirmation by text. The service providers here are highly professional and they maintain good behaviour with all customers. While entering the restaurant, the customers are welcomed in a professional and warm manner. The service providers treat the customers in a friendly way. The service providers allow the customers to seat on the chairs with charm. They are always on tiptoe to provide service to the consumers. The service providers are united and they introduce themselves a unity to look after all customers that come to their restaurant.
Bujisic, Hutchinson & Parsa (2014) said all the staffs of Catalina have knowledge over the items available and special food on the occasion. They are able to satisfy all the quarries of the customers regarding food quality, wine serving, and everything even without asking restaurant’s chefs.
Reynolds (2013) thinks that the customers should not hurry. The service providers allow the customers to taker long time to go through the menu card and beverage list and select what they are supposed to eat. They never put any hurry or urgency on the customers to order. The customers are allowed to enjoy the divine settings of Catalina as long as they want. Kim provides superb service whereas Simon is no less.
Identification of service issues affecting hospitality industry:
In many cases, it is seen that the customers do not get a quick reply even in time of their urgency of the customers. Pennings & Carson (2014) think when they book, they get an email where they are needed to confirm but if the customers want to change the time, they do not get a quick reply and so they face trouble. So advance communication is the issue that the restaurant is facing. In the case of business meetings, the confirmation is to be done quickly and so delay in confirmation can be the why and wherefore of customers’ trouble.
Chierichetti et al. (2015) said wait service is another issue that some customers face. First and foremost, the waiters show hurry and greet warmly but later, they provide slow service. Council (2016) thinks the customers, who spent a good amount of time in the interim, get slow service in the last hours, which is a rising issue of the Catalina restaurant that is needed to focus on.
Product delivery:
New Autumn-cocktail is amazing in taste and the cheesecake of this restaurant is too gooed to eat. It is a wonderful experience of dining here (refer to appendix 2). The oyster recipes are good. Snapper, pavlova and most importantly pork loin that is cooked on slow steam for 24 hours has amazing taste. The sauces they provide are truly good. They do not take charges for the loaves they serve. Loaves are unlimited, which is served with house-churned butter.
Min & Lee (2014) thinks that if food presentation is highly decorative, the restaurant gets fame. They serve wine by keeping similarity with food. The match brings curves on the faces of the customers. But sometimes, the service providers push the customers to take more wine, which is an issue of this restaurant. Smoked Salmon, Beautiful Barra, Sea Scallops are the sensational dishes that are provided in this restaurant. Miller (2015) said Caramelised Fig is their best desert by virtue of taste.
Jackson (2016) saidfood is highly expensive in Catalina but the tastes are matched with the prices for most of the menus. Wagu steak is not satisfying as per some customers’ feedbacks. Morton bay-bug can be taken in place of that, which is a bit tasty. The oyster recipe is fantastic to eat but some customers find the bread as stale. The bread are often taken from the refrigerator and toasted. The bread are thus become tasteless. Tuna fish items are really bad in taste as it is seared only on one side. The excuse that the service providers give that it is a new recipe and so it is cooked in this way as per the chef’s choice is embarrassing. The chefs are needed to cook according to the choices of customers.
Recommendation of eradicating weakness of the industry:
The water-view is indeed worthy of praising but to improve that view and to bring the touch of innovation in the surroundings and the view of Catalina restaurant, the symbolic view can be created. The Catalina restaurant has been successful to the backbone in achieving the praises from all Sidney people for the view it offers and more improvement in the view can increase the restaurant’s popularity.
They can arrange view like the theme of opera view can be created. A new innovative theme can be used by utilizing the water view so that the restaurant can have a particular theme. Food quality is good and nothing to recommend for that matter but they can introduce some food items by keeping in line with the theme they would introduce. It is specific because the authority can arrange a theme view by using their open water view. It can be easily obtained as the authority is concerned about the design of the surroundings and so for a better view, the authority would take steps. The authority would surely agree to this and the resources are needed are affordable to the restaurant authority. The attempt to introduce a theme is time-based as it will not take a long time.
The restaurant is to be colored in a way so that it perfectly matches with the theme of the restaurant. The music should also be played to enhance the application of the theme. Colour should be matched with the type of Catalina. The restaurant should be coloured with warm colors because such colors create an optimistic effect in minds.
The restaurant is to develop the advanced communication system. The automated system of confirmation is to be developed so that it can allow the service providers to change the booking time as per the demand of the customers. With this system, only confirmation can be done. The customers and service providers can cancel booking but a change in booking is not done in the system. So, one more option is to be introduced in the confirmation system. The automated system is needed to be upgraded for that matter.
Bacon et al.(2016) said confirmation is often delayed and this thing should be focused on. This is specific as to upgrade automated confirmation-system is clear to the authority and the authority can do it. It is measurable as the up gradation is obtainable by a software developer. The authority will agree to this as the delay is indeed frustrating for many customers. It is realistic as the restaurant is pretty expensive and so the authority has the resources to invest in the software development. Within 3 months the system can be upgraded, it will not take a long time.
More waitress and waiters are to be recruited. The staffs are knowledgeable and so training is not needed as the authority provides enough of it. But they are to involve an HR manager in their restaurant to manage all the employees and their performances. Reward system can be introduced so that the waiters can be motivated and focus on attaining more customers. More people are to be recruited so that no delay occurs within the floor. According to Kwaengsopha (2016), if the customers have to wait for food and service, the business will soon be on the rocks.
So, on occasion, when the rush is seen in the hotels, more staffs are to be recruited on part-time basis. This is specific as to recruit more staffs are not tough and it is clear to the authority. This is measurable as involving an HR manager is obtainable and the manager will look after recruiting and performances. All stakeholders will agree to this as the work pressure will be reduced and customer satisfaction will come. It is realistic as much resource is not needed, only on part time basis some employees are to be engaged on occasion. It is time-bases as little time is needed for the first step of keeping an HR manager.
In the case of product delivery, the dynamic choices of the customers are to be analysed by the restaurant authority and product development should be in accordance with their choices. Chefs are not to be allowed to cook in accordance with their own choices only and they have to respect others’ choices. If customers complaint about the taste of any food item it should be replaced with another item that tastes good. The customers are to be asked about what type of recipe they will love to eat and they can be openly discussed about the way the food is cooked if they want. In this way, the trust and satisfaction of the customers can be attained.
Conclusion
Quick delivery of foods along with maintenance of customer trends is the key to maintaining flexibility. If the industry takes care of the wellbeing, budget, and health of the customers and supply quickly, then it will be called as a flexible industry. Some customers think that the authority should be careful of all these when they charge such a high price. This issue can lead the business on the rocks and the chef and authority are needed to look after this fact. Product delivery, décor, furnishing, ambiance are scrutinised and necessary recommendations are put forward in this study for the improvement the restaurant is needed.
References:
Bacon, D. R., Besharat, A., Parsa, H. G., & Smith, S. J. (2016). Revenue management, hedonic pricing models and the effects of operational attributes. International Journal of Revenue Management, 9(2-3), p.147-164.
Bujisic, M., Hutchinson, J., & Parsa, H. G. (2014). The Effect of Ambiance, Food, and Service Quality on Restaurant Customer Behavioural Intentions.
Chierichetti, F., Dasgupta, A., Kumar, R., & Lattanzi, S. (2015, January). On learning mixture models for permutations. In Proceedings of the 2015 Conference on Innovations in Theoretical Computer Science 5(09), p.85-92..
Council, N. S. (2016). North Sydney Economic Development Strategy.
Home. (2017). Catalina. Retrieved 18 March 2017, from https://catalinarosebay.com.au/
Jackson, D. (2016). Douglas Snelling: Pan-Pacific Modern Design and Architecture. Routledge.
Kwaengsopha, A. (2016).Ability and Necessary of Food Design That Needs Knowledge for Adding More Value of Restaurant In Bankok: In Global Conference on Business & Finance Proceedings 11(01), p. 399
Lee, C., Sardeshmukh, S. R., & Hallak, R. (2016). A qualitative study of innovation in the restaurant industry. Anatolia, 27(3), p.367-376.
Maxwell, P., Rhein, B., & Roberts, J. (2014). Catalina A to Z: A Glossary Guide to California’s Island Jewel. 6(02), p.55-69.
Miller, W. H. (2015). Cunard-White Star Liners of the 1930s. Amberley Publishing Limited.
Min, K. H., & Lee, T. J. (2014). Customer satisfaction with Korean restaurants in Australia and their role as ambassadors for tourism marketing. Journal of Travel & Tourism Marketing, 31(4), p.493-506.
Pennings, M. W., & Carson, S. J. (2014). The cultures of Restaurant Australia: epicurean food experiences for tourists in south east Queensland.
Reynolds, A. (2013). A short history of Italian cafés and restaurants in Sydney. Modern Greek Studies (Australia and New Zealand), 10.
Schmidt, C. (2013). The swimsuit: fashion from poolside to catwalk. A&C Black.
Sweeney, J., Sweeney, J., Armstrong, R. W., Armstrong, R. W., Johnson, L. W., & Johnson, L. W. (2016). The effect of cues on service quality expectations and service selection in a restaurant setting: A retrospective and prospective commentary. Journal of Services Marketing, 30(2), 136-140.
Wambaugh, J. (2016). Floaters. Bantam.
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