Benihana of Tokyo Essay

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SERVICE An act or performance offered by one party to another. Characteristics INTANGIBILITY : Services are performances, deeds and efforts which cannot be felt, sensed or touched. How do you get customers to take notice of your service when they cannot touch it. The food was cooked in front of the customer by Japanese chefs, and the décor was that of an authentically detailed Japanese country inn. INSEPARABILITY: The service providers physical connection to the service being provided. The customers involvement in the service production process. The Teppanyaki Table The average turnover at the teppanyaki table was an hour which was normally 45 minutes earlier. Above every table was an exhaust hood to remove cooking steam and odors and much of the heat from the griddle. Each table accommodated eight diners with service being provided by a chef and a waitress;each such team handled two regular tables. After a group of eight had been seated, the waitress would take the order and bring whatever soup salad and beverages were requested after which the chef would appear wheeling his cart with the food items to the table. Emphasis on selecting and Training Public Contact personnel The native Japanese chefs were given a three to six month course in Japan in the English language and American manners as well as the Benihana form of cooking. In addition to competition among the chefs to perfect their arts in hopes of becoming the chief chef there was also a travelling chef who inspected each unit periodically and was involved in the grand opening on new units.  Use of Multi-Site Locations Because of the importance of lunchtime business, management wanted to be sure that lot of people were nearby or going by both lunch and at dinner.Most units were located in a predominantly business district,though some had easy access to residential areas.Shopping center locations

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