Day 1 - Wang Steak Restaurant

Upon entering Wang Steak Restaurant, I was greeted by a fine dining ambience that I almost could not handle. That was my first time entering a restaurant that was so posh in the design and environment.

Posh Dining Environment

Mr Steve Lin, who is the store manager, gave us a talk on the company's information such as branding and standard of procedures (SOPs).

Wang Steak Restaurant has 428 restaurants with 12 diverse brands, which is almost similar to my company - RE&S Enterprises Pte Ltd which has various brand concepts.

Wang Steak Restaurant has a set of SOPs which can be used across all branches and concepts. For example, the employees will cut the food into smaller pieces if the customers are elderly people (Baby Boomers), and also all employees in the restaurants need to learn how to make balloon sculptures as balloon sculpturing can be done to entertain young children (Generation Z) to encourage them to have their meals. Pregnant customers (Generation Y and Z) will be given cushions for their backs to prevent aching during their meals.

Angry Birds' Balloon Sculptures for Kids

Mr Lin mentioned that Wang Steak Restaurant strongly believes in the value 'Customers are always right' and will never say 'No' to them. The restaurant will try to cater to the needs of the customers as much as they can. One example given by Mr Lin was that if the customer requests for beef noodles which is not on their menus, instead of rejecting the request, they will make the dish for the customer by buying noodles from the nearby store and using the restaurant's beef to prepare the beef noodles.

Wang Steak Restaurant also feels that when the staffs believe in the company's values, they will serve passionately. The company also gives staffs the empowerment to change dishes for the customers should the need arises. However, the staff needs to follow up and report to the supervisor after that.

Another notable thing to note is that the servers will serve the dishes correctly to the respective customers as it was already indicate beforehand. This helps to ensure that the customers will not be asked again.

The restaurant mentioned that it does not have the intention to use iPad to take orders like other F&B restaurants in Singapore as the company wants to preserve the customer interaction between the waiters and the customers.

As for Human Resource aspect, during the hiring process, candidates will be asked if they are really passionate about service. Wang Steak Restaurant will hire any candidates so long they have passion for service. The company also believes that if the staffs are treated nicely and given the empowerment, the turnover rate of the staffs will remain low.

We were tasked to be mystery shoppers in the restaurant and I managed to experience their outstanding service. Before the start of the dinner, I saw the restaurant's welcome note for us and I felt pampered straightaway.

The Mystery Shoppers at Wang Steak Restaurant

Welcome Note by Wang Steak Restaurant

The menu design is as posh as the restaurant's concept.

Menu Design

The waiters tore off the wet tissues packaging and offered us the wet tissues when they saw that our fingers were dirty from completing a certain course such as bread. The waiters also cut the steak for us when they realised we had difficulty in doing so. They also asked us constantly if the food was acceptable for us and would response to our requests quickly without fail. 

The service provided was personalised and prompt. The waiters were attentive to details such as providing aluminium foil to cover the edge of the steak and allow customers hold it up to eat. Throughout the whole dining process, the waiters wore white gloves and showed strong emphasis on hygiene standards. Mr Lin was also patient in explaining to us how to enjoy our course.

Mr Lin explaining to us patiently

One interesting tool to observe was the crumb sweeper which was used to scrap off the food crumbs on the table, which is not commonly seen in F&B outlets of Singapore.

Crumb Sweeper

The fine dining concept and service that I received from Wang Steak Restaurant can be applied to my Company's fining dining restaurant too. By doing so, the customers will feel that it is worth the money spent and in return, they will feel valued too. 

In conclusion, I can sense that both the restaurant and waiters were strongly passionate in their service and that they really serve from their heart. 

Group Shot outside Wang Steak Restaurant