Operations Management
Date : 9th Dec, 2024
Service Blueprint of a Restaurant
Group 6: PGDM A
Name Roll No.
Tia Agarwal 02
Shruti Agrawal 05
Neha Gupta 26
Mohd. Hassan Khan 45
Pratham Kokare 48
Event 1: Entering in the Restaurant (7:00 pm)
We entered in to the restaurant with the warm greetings by the
guards and after entering observed all around and restaurant was
crowded with lots of people and it seems like it was a very popular
restaurant. The ambience and decor of the restaurant was quite
aesthetic and subtle.
Event 2: Waiting in the Waiting Room (7:10 pm)
Staff directed us to wait in the waiting room as the place was
crowded and it may take some time for the table to be ready for us.
Staff requested us to wait for 10-12 mins.
Meanwhile, the back-stage staff was cleaning and making table
ready to sit.
Event 3: Seated on the Table(7:25 pm)
After all the cleaing, staff asked us the number of pax and directed
us to the table where we can be occupied. Later on we settled on the
table and ensured that we are comfortable. Staff offers us water and
handed over the menu card.
Event 4: Browsing and Ordering Food & Drinks (7:30
pm)
We went through menu card and were unable to decide what to
order so we asked the supervisor about the suggestions. But supervisor
was unable to figure out right choices for us. He could not suggest
proper dishes as per our taste and prefrences.
So we ordered the food and drinks as per our own taste and
preference. Supervisor noted down the order and communicated it to
the chef. Then, chef confirmed it with supervisor and divided the task
among its team.
Event 5: Waiting for the Food to be Served(7:40 pm)
After ordering the food, we calmly waited for the food to be
served. We asked supervisor about the time required for the food to be
getting ready. He said it will take almost 15-20 mins for the food to be
served.
Event 6: Food and Drinks served (8:05 pm)
After almost 25 mins food and drinks were served. Staff served
the food in the plates and then we enjoyed the food. While having the
food staff continuously ensured that food was appropriate and do we
need refills or repeat orders.
At the end, staff offered that whether we would like to have
dessert or not. We ordered it as per our individual choices. Some of the
choices were available with them whereas some of the choices of
desserts were not available.
Event 7: Bill Payment (9:00pm)
After having delicious dessert, we asked for the bill and paid the
bill. Supervisor asked for the feedback and then we give them feedback
as per our experience.
It was an amazing experience visiting the restaurant.
