article

ZEN….the Chinese den

About the restaurant-
Located in the heart of the city’s business hub and the most elite shopping complex, the Zen is a prominent place that can be easily spotted at the outer circle of Connaught place in New Delhi. Zen is amongst the city’s finest restaurants and is well suited to both business and leisure travelers to Delhi. As the parking is common in Connaught place there is no scope for private parking but the restaurant does offer valley parking when there is not enough space in the parking lot
Zen, the Chinese specialty restaurant, serves the choicest authentic Schezwan cuisine for lunch and dinner. The elegant restaurant is sectioned into a split level fine dining and a bar. Most intriguing feature is the spiral staircase that caters to both an efficient space management as well as the decor. A high ceiling, glass paneled walls, exquisite Oriental objects d’art create a contemporary Oriental ambience, that exudes style and adds an elegant aura to the place.

Restaurant Service-
This section has been broadly classified into seven segments which can also be treated as the selling steps for the business unit, these include:-
Ø Initial approach/Generating interest-
The first impression was impressive; as I went inside I was welcomed with broad smiles a friendly wish, instantly I was asked for my choice of table as in near the window, facing out or towards the soothing water body inside or next to the cut out above. This made me feel all the more comfortable and important as a guest, evoked interest and a feeling to be around the place. Further as I sat down he pulled the chair for me; everything was in place the menu card was handed to me with due delicacy and sophistication right in my hand
Ø Determining needs/Active listening-
After that dynamic first impression this second step was not up to the mark, as in it was good say satisfactory but not that great. That same waiter who had guided me inside and offered me a seat was now their to take my order. He was quite a listener and responded quite well. For instance I asked him for choupsey and he listed four types then went on to explain how they would differ from each other but he could not really tell me as per my taste which would be the one I could relish, like I asked him for a type which would be a bit spicy and not bland but the one I ordered as per his guidance was totally bland.
Ø Product Knowledge-
This guy was well versed with all information but I would say it was only theoretical, he could not really apply it practically and this has been best explained in the example mentioned in the above (determining needs) point where he made me order a bland dish as against my spicy taste which he was aware off, he listed that dish in spicy category.
Ø Trial close of sales-
I had ordered three dishes out of which two were suggested by him. In this case I would say that trial close of sales was positive.
Ø Handling objection to rejection of suggested items-
This is where the waiter scored all his points, the moment he saw my reaction to his suggested dish (one of them)which turned out to be bland he apologized, gave me an explanation about his misunderstanding and immediately asked to replace it with a dish that would be spicy. His reaction time was minimal before I could say anything or create an effect that something is wrong he set everything right.
Ø Closing sale-
While taking down my order the waiter was cool and calm even though I did my level best to annoy him(asked him a million questions over everything, some of them were even mentioned their and as such there was no need to ask them but I still did that intentionally)
His body language seemed to be impressive and confident that he had managed to impress a client.
Ø Follow up of meal and service satisfaction-
During the meal he came to me about three times ensuring all the right reactions and asking me if I was enjoying my meal and if I needed something else. After the meal while I was waiting for my bill he came in for a feedback with a regular feedback form which was objective seeking comments on ambience ,quality and quantity of food, service time, service level and value for money achieved after dining in the Zen.



Comment on promotional tools-
A number of promotional tools were being used which included tent cards, display tables, special food and beverage offers, etc.
The special offer on food and beverage was two glasses of wine on every fifty dollars spent, since my bill was ninety six dollars he gave me three glasses of wine ,which were again served in a display table from where I could chose wine as per my liking.

Menu layout and presentation-
The menu presentation was impressive, the menu was bound in a leather bound case with leaves imprinted in self on it, and the color of the paper used in the menu card was pista green with the same leaf printed in self that was on the cover. The size of the menu card was 45cm by 30 cm. The font used was very convenient and easy to comprehend; font size used was about 14 for the main dish and 8 for its description.

Conclusion:-
I would grade my overall experience of dinning in the Zen as excellent and would even recommend friends to go their. The ambience, the quality of service and food, the hospitable staff and the waiter who served me were commendable and I would hire that waiter in spite of his wrong initial guidance which I tend to overlook because of his excellent overall performance and ability to manage crises.