Situational Background and the need for higher ratings
Citrus restaurant has been operating in San Diego, California as a French Specialty cuisine restaurant for 14 years since its entry into the industry in the year 2000. So far, the restaurant has procured two stars under the Exxon-Forbes Mobil (formerly Exxon Mobil ratings) and with respect to competition and popularity of dining business in the area, is considering an increase in the star ratings in order to attract more business and gain higher reputation in the industry. However, there are various factors to be taken into consideration to achieve the same and these have been highlighted in the various sections below.
Forbes Mobil 3 star requirements
Forbes Mobil thee star graded restaurants are expected to adhere to a number of requirements. These are preparation of food by a skilled staff in accordance to particular style or cuisine and the service staff needs to exhibit high levels of professionalism and hospitality. Additionally, the décor of the restaurant needs to be of a high quality and must adhere to the theme of the restaurant . So far, Citrus had been providing freshly prepared food and in a clean and well maintained setting and had been considered to incorporate Italian theme wherever possible. To ensure that the restaurant procures a three-star rating, introduction of improved services are necessary which have been highlighted under.
Introduction of new and improved services - planned food and beverage service parameters
As far as the food and beverages are concerned, few requirements such as availability of still water, sparkling water, wine selections by glass (two red and two white), a wide range of French wines and alcoholic beverages such as Benedictine, Chartreuse, Cointreau and Grnad Marnier is mandatory. Along with premium spirits, it is also needed that specialty hot beverages are also incorporated in the menu. From the point of view of restaurant facilities, cot storage, waiting areas, hostess desk, impeccable cutlery, crockery and glassware are essential with the presence of a well established French theme in the décor of the restaurant. In order to ensure that the restaurant is able to upheld high standards of services, especially during visits by anonymous Forbes Mobil auditors, soiled lined, crockery, cutlery ad glassware can never be allowed to accumulate within restaurant service areas.
Menu Changes
Citrus had been presenting a menu which cannot be considered to be fully French as in order to ensure steady flow of revenues a few local favorites were included or French dishes had been altered to increase sales. A three star gradation would mean maintenance of authenticity in the food items to be served and the menu should include food specialties that are essentially French. Even for the material to be used for making menu cards should not use any form of plastic or laminate material and high quality paper needs to be used. This is an important requirement and additionally, it has to be kept in mind that the print quality has to be superior and preferably calligraphic fonts are used while printing .
Familiarity of service staff to higher service standards
A three star Forbes Mobil restaurant has to ensure that guests are well informed and guided about their choice of food and beverages. This means more training is needed for the staff to ensure that they are familiar with all the food and beverages on offer and are able to describe and make recommendations to the guest when needed. Delays in preparation and service of food are unacceptable and there needs to be a greater command and co-ordination in kitchen and among food service staff. Standards are expected to be high in case of specialty restaurants and hence, the management will need to consider whether training and developmental exercises would be necessary.
Infra-structural improvements and changes
Even in terms of infra-structure, improvements are necessary. Apart from ensuring high standards in décor, care needs to be given to ensure that seating arrangement is comfortable inside the restaurant. At the same time, Citrus will need to make arrangements to adhere to the requirement that dining tables are not in the vicinity of areas where guests stand and wait. Uniforms will have to be re-designed as it is essential to give service staff a formal and well presentable looks with high levels of personal hygiene. Care has to be given to ensure service staffs are familiar with non verbal communication as much as possible amongst themselves during operation hours .
References
About.com. (2008, December 17). The Star Rating Process. Retrieved December 04, 2014, from Rating Criteria: Restaurants: http://static.howstuffworks.com/pdf/restaurant-criteria-12-2008.pdf
Hayes, D. K. and Ninemeier, J. D. (2009). Human Resources Management in the Hospitality Industry. New Jersey: John Wiley and Sons.
