Premier Inn Sunbury Kempton Park

The hotel is situated on Sunbury on Thames which is a walking distance from Kempton race course and short drive distance from Twickenham international stadium. The property consists of 109 rooms, a restaurant and a bar. The restaurant is operated by Table Table brand owned by same company. It got 74 covers and operated for breakfast and dinner.

Service package of the Restaurant

Service is an activity or series of activity which is intangible in nature and give solutions to customer’s problems (Gronross, 1990). Service package is the package of goods and services provided in the same environment and in the case of restaurant it will be food and services provided in same restaurant. Basically it consists of four elements that will provide a consistent image for an organization. The four types of service packages are supporting facilities, facilitating goods, explicit service and implicit service.

Supporting facilities

This is the physical resources should be available before the service which is going to support the service operation. It can be location, building, unique features, interior décor, supporting equipments, equipment lay out, up to date machines and furniture. In the case of Premier inn restaurant there are many supporting facilities helps to do the service. Restaurant building with four divided section itself is a supporting facility. It got 7 round tables for 4, 6 rectangular tables for 4, 8 square tables for 2, 1 oval table for 6 and 74 chairs. The decorations include indoor sculptured bushes, props, spot lights, and wooden floor. The breakfast area consist of a hot plate for the hot buffet, chiller for fruits & yogurts, and a Costa coffee machine. There is one micros, till, printer, card payment machine, and special of the day board in the restaurant reception. The restaurant uses equipments like stainless steel cutleries, wine glasses and paper napkins for the services. The restaurant is in first floor and kitchen is situated in the ground floor. There are two small lifts connecting restaurant and kitchen one with hot plate for the food and the other one is for the dirty cutleries.

Recommendation

The fixed layout of the supporting facilities should arrange in manner to achieve the performance objectives of operations. There should be a stair case directly from restaurant to kitchen in case any problem with the food lifts otherwise the service going to be effected. Two micros needed in the restaurant and currently it is running with only one micros, during busy dinner time waiters are queuing in front of the micros and taking more time for the process. All these changes will helps to achieve the performance objective and the wrong layout of the resources will reduce the speed and result in long queue, the time process will increase inflexible operation and this lead to high cost.

Facilitating goods

These are the materials purchased or consumed by customer or provided by the company. In the restaurant facilitating goods will be food and beverage which is consumed by the customers. This is the important one in the service package and this will be the main focus of the customer’s expectation. The three main focus areas of facilitating goods are its consistency, quantity and selection.

Consistency:- Consistency in production is very important for the restaurant. The kitchen always keeps consistency in portion size, in taste and availability of the food items in the menu. But many times it has been noticed that the waiting time in the busy time has more than standard time and the food is getting cold because of time taken from kitchen to restaurant through lift.

Quantity: – Premier inn is a value for money brand and they provide good portion of food and beverage for a medium price. For premier inn breakfast the customer can consume unlimited food& beverage from the buffet. Dinner portions are pre plated and same quantity for each and every item except the items from the kids menu. The wines served by bottle and by glass as well 125ml, 175ml and 250ml. Coffees are served in two measures primo and medio.

Selection:- The breakfast beverages selections got choice of Costa coffee or selection of tea and four types of juices. There are minimum of 4 varieties of flavored yogurt, seven types of cereals, fruit salad and mix berry compote on cold buffet. The hot buffet consist of fried egg, scrambled egg, premium pork sausages, back bacon, mushroom, grilled tomato and baked beans. There are two types of menu available for the dinner regular ala carte dinner menu and meal deal value for money menu which is a table d hot menu and restaurant provide a kids menu as well. Dinner menu consists of sharing platter, starters, steaks, burger, pizza, fish, desserts and special of the day.

Recommendation