shawatina restaurant

BHTM340 Final Project

Abstract
In this project I will discuss the history of Shawatina restaurant, dining room, kitchen,
menu what went wrong and what went right and also about the management and
human resources of the restaurant

Name: Karim basma

ID: 71830472
Table of Contents
Part 1: General information..................................................................................................2
1) History of the restaurant (opening date-expansion...)..............................................2
2) Type of the restaurant................................................................................................3
3) Location comparing to the concept............................................................................3
4) Symbology of the restaurant.......................................................................................4
5) Marketing and promotion strategy adopted...............................................................4
Part 2: Dining room..................................................................................................................5
1) Menu type and categories including prices...............................................................5
2) Menu design and layout, what went wrong, what went right with..........................7
Evidence..............................................................................................................................7
3) Dining room layout, tables and chairs.......................................................................8
4) Bar layout including beverage menu and equipment...............................................9
5) Software systems used in the restaurant and its application...................................9
Part 3: Kitchen and annexes..................................................................................................10
1) Kitchen layout and annexes including kitchen equipment, storage and Receiving
areas...................................................................................................................................10
............................................................................................................................................12
Part 4: Management and Human resources..........................................................................13
1) Organization chart of the restaurant.......................................................................13
2) Job description of (Restaurant manager)................................................................15
3) Recruiting and staffing policies and department....................................................15
4) Compensation and benefits offered.........................................................................16
Final Summary of what changes would you make to this restaurant if you were the owner
or manager? Discuss..............................................................................................................17

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Part 1: General information
1) History of the restaurant (opening date-expansion...)
Shawatina restaurant is one of the oldest restaurant in Sour since the restaurant
opened in 2000. Shawatina began the restaurant as one of the first restaurants
in sour to serve the best Lebanese food of appetizers, beef, chicken and fresh
seafood. Shawatina began the restaurant with a dining room with a capacity of
150 person and with a kitchen able to serve all these people. All people who
wants to eat Lebanese food and fresh seafood they go to Shawatina restaurant
because of the flavor and tasty of the food. Day after day the restaurant has
built and create his own customers that is the most important thing in business
in order to make return on investment (ROI). Arnold Palmer said “when you
serve the customers better they always return on your investment “and this
what Shawatina restaurant did welcoming the guest and serving the guest and
provide the best food quality to the customers. Several years later Shawatina
restaurant expand his restaurant by opening a new dining room especially for
weddings, birthdays, meetings and so on. In addition to the new dining room
they also make an outdoor tables and chairs in the garden with a special kids
play zone. Every year especially in summer in the high season the restaurant
has always reservations for weddings and birthdays and cocktail parties. In
addition to the catering request for making a buffet in the houses and outside
the restaurant this because of the good prices that Shawatina restaurant offer
for wedding and catering. Also Shawatina restaurant make a buffet system
inside the restaurant in the dining room every Sunday from 12 to 6 a clock this
buffet includes many things of appetizers, salads, main courses, dessert, fruits
and beverages. The weddings and the buffet system that Shawatina make it
helps the restaurant to gain a new customers and to maximize the profits of the
restaurant. Inside the restaurant there
was a bedrooms for the employees who
want to rest or to sleeps for the next day
for those who are unable to go home.
This is all about the history of Shawatina
restaurant the opening date and how
Shawatina expand their restaurant by Figure 1 The new wedding room in
Shawatina restaurant

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 opening a new wedding room and kid zone and making buffet inside the
restaurant every Sunday.

2) Type of the restaurant

The type of the restaurant is an ethnic restaurant (Lebanese restaurant) with a
casual atmosphere since the restaurant serve everything related to Lebanese
food and fresh seafood. Everything in the restaurant from the name, logo,
menu, décor, tables, food and service are related to the Lebanese style. This is
very important for the success of the restaurant that everything in the
restaurant is related to the type of the restaurant. When you enter the restaurant
you really feel that you are in a Lebanese restaurant because as we said the
décor and tables and everything is related to Lebanon, When you open the
door of the restaurant you will see in front of the door the fish draining ice so
all the fresh seafood are saved on the ice in front of the customers so the
customers are able to choose what they wants from type of fish.

3) Location comparing to the concept

Location comparing to the concept is one of the most important thing for the
success of a restaurant. In Shawatina restaurant the location fit the concept of
the restaurant and vice versa. The concept of Shawatina restaurant is to serve
the best Lebanese food and fresh seafood in a Lebanese style. They are located
right by the beach with a spectacular view of the Mediterranean Sea. The
concept which include the brand name, logo, décor, menu, food, service,
furniture, music and also the symbols all these fit the location and the type of
the restaurant. The location of Shawatina restaurant is visibility and
accessibility since it is located in a tourist area beside the beach of sour where
all the tourist when they visit sour beach they can see the restaurant. There is
also a parking area side of the road so the
people can stop their cars. When you sit
inside the restaurant the view of the beach is
attractive and you are eating fresh seafood
with Lebanese food so the customers will
enjoy very much there time with a nice view
and tasty food.
Figure 2 the see view inside Shawatina
restaurant
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4) Symbology of the restaurant
Restaurant Symbology which includes the logo, brand name, the line drawing,
the napkins and the service uniform and also the kitchen uniform it helps to
create atmosphere and the image of the restaurant and it also help to build a
strong brand name for restaurants. It is very important for any restaurant to
focus on the Symbology of his restaurant. In Shawatina restaurant they don’t
focus very much on the Symbology of the restaurant they have their own
service uniform and their own kitchen uniform but they must also put their
logo and brand name on their plates, napkins, tissues and everywhere inside
the restaurant and also on the car delivery and on the bill when you give it to
the customer such as many restaurant to build a strong brand name for their
restaurant. Shawatina restaurant put their logo and brand name on the uniform
of the employees and on the menu outside but they can improve their
Symbology more and more. In Shawatina restaurant they wrote on the service
uniform a very nice sentence ‘ ‫ ’عينك عالبحر‬which reflect the concept and the
location of the restaurant.

Figure 3 )‫مطعم شواطينا (عينك عالبحر‬

5) Marketing and promotion strategy adopted

When Shawatina restaurant open from 20 years ago they made a huge
advertising in the market. After years Shawatina restaurant focused more on

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 the word of mouth strategy of the service and delicious food they provide and
this was also because there was only 2 or 3 competitors in the market so they
are focusing on the word of mouth strategy. Till now Shawatina restaurant are
very weak in the marketing and promotion strategy that they have and on
social media also they are weak they don’t pay on the advertising although
now days we have many competitors in the market not like before. In sour
now days there is more than 15 restaurants beside the beach so the marketing
and promotions and the advertising on the social media and always
communicating with the customers is very important. All restaurants in sour
are focusing on the advertising in the social media and always adding a new
items in the menu which maximize the profit in the restaurant. As we said
Shawatina restaurant still focusing till now on the word of mouth and they
have their own customers for wedding and catering and so on but they lost
many customers who dine in because of the competition in the market and
because of their weak in marketing and promotions.

Part 2: Dining room

1) Menu type and categories including prices
a) Type of the menu: In Shawatina restaurant the type of the menu is A la
carte menu since it offer individually priced items so the guest can order
what he wants from the menu from appetizers, salads, main courses,
and desert so the guest will pay according to what he order.
b) Categories in the menu: The categories in the menu include cold
appetizers, hot appetizers, soups, salads, meats, chicken, fish dishes,
sandwiches and burgers, desert, hot drink, juices and cocktails and Nar
guile.
The categories in the menu are organized as follow:
1. Soups
2. Cold appetizers
3. Hot appetizers
4. Salads
5. Meat
6. Chicken

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 7. Fish dishes
8. Sandwiches & Burgers
9. Desert
10. Juices & Cocktails
11. Hot drinks
12. Nar guile

So the menu in Shawatina restaurant is organized well. It is very

important that the categories in the menu are organized well and
clear.

c) Prices: The prices in Shawatina restaurant are expensive according to

the food quality and service that they provide so the prices are
expensive more than other restaurant in Sour. The cost for two person in
Shawatina restaurant is around LBP75000. I will present for you a
picture for the Items and their prices in Shawatina restaurant.

Figure 4 Some Items and their prices

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2) Menu design and layout, what went wrong, what went right with
Evidence
The menu design and layout play a big role for the success of a restaurant and
to increase the sales of food and beverages and to maximize the profit for a
restaurant.

a) What went right in the menu:

- In Shawatina restaurant the menu reflect the concept and the
ambiance of the restaurant
- The menu reflect the décor of the restaurant
- The menu is a symbol of the restaurant identity
- The menu is organized very well
- The names of the dishes are easy to read and clear and not
sophisticated
- The menu is simple
- The menu is in Arabic and English language
b) What went wrong in the menu:
- The menu is free off pictures in Shawatina restaurant, when reading
menus people are also attracted to images and graphics that will
increase the sales of particular Items
- In Shawatina restaurant the Items are free of food description and
this is wrong in the menu. Every each Item in the menu it must have
a food description of this item which it will explain everything
about the item.
- The menu engineering is very important for a menu. In Shawatina
many Items that are not being sold are still available till now in the
menu and this is cost for the restaurant.
- We must have a menu diversity (new items) that will maximize the
profit for a restaurant and this was not available in Shawatina
restaurant.

The menu design and layout have been called the silent salesperson
of the restaurant so it is very important to make a professional
design and layout for your menu according to the pictures in the

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 menu, food description, names of the dishes, printing and icons and
to focus on the focal point.

3) Dining room layout, tables and chairs

The dining room of Shawatina restaurant has a very nice view to the beach
where the customers can enjoy their experience. The capacity of the dining
room is around 150 person. The décor of the dining room reflect the concept
of the restaurant and the lighting interact with the décor which create a mood
in the restaurant and attract the customers. The most important thing in the
layout of Shawatina is that the dining room is very close to the kitchen so the
food can be served quickly and all the hot food are served hot and this also
make the work easy for the waiters to serve the customers quickly and better.
In the dining room there is 2 toilets one WC for men and one WC for women.
The tables and chairs In Shawatina restaurant reflect the décor of the dining
room, the tables are covered with white clothes and a blue napkins which
reflect the type of the restaurant and with a blue chairs. There is suitable
distance between the tables so the waiters can take more comfort while they
are working and the customers can enjoy more there time. In each table there a
tissues and also ketchup, salt, pepper, tabasco and all the tables are numbered.
Also the new terrace in Shawatina restaurant is very nice, it is a small terrace
where the customers can enjoy their shisha with drinks. There is only 8 tables
in the terrace, the tables are wooden and also the chairs which reflect the
garden terrace. The kids play zone is directly beside the terrace where the kids
can enjoy their time. The new terrace and the kids play zone increase the sales
of the restaurant especially in summer.

Figure 5 Dining room in Shawatina restaurant

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4) Bar layout including beverage menu and equipment
The bar in Shawatina restaurant is located beside the kitchen in the back of the
house and not front of the customers. The bar reflect the concept of the
restaurant and the Lebanese style since the bar is in the back of the house and
very old and the beverages are limited. There is only one bartender who
manage the bar he comes from 11:00 am till 12:00 am and he is also
responsible for the Nar guile in the restaurant. The equipment that are
available in the bar are Ice Machine, expresso machine, mixer for juices,
refrigerator where all the fruits are protect. The beverages menu include juices
and soft drinks and hot drinks and in the below pictures we will see the
beverages that are included in the menu.

Figure 6 Beverage menu

5) Software systems used in the restaurant and its application

The restaurant use a numbered guest check to take the orders from the
customers, when the servers take the order the order is copied into 3 copies.
The first one is for the cashier, the second one is for the kitchen to make the
order and the third one still with the waiter in order to check the order if there
any mistake with the customers and to confirm that all food order is served to
the customer without any mistake. This way help the restaurant to control the
orders. All the orders in the kitchen stay save and not thrown away so all the
orders in the kitchen are compared to the first copy in the cashier. No food can
be taken from the kitchen without being paid for by a duplicate check the

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 checks provide an adequate record of sales. Every order that is given to the
cashier is inserted in the system computer and at the end of the day all the
orders in the system are assembled to know the revenue of the restaurant for
the day. In Shawatina restaurant they use this way in taking orders and there is
no machine in the kitchen that it ring when there an order so they use a
numbered guest check with 3 copies for each order to control everything in the
restaurant.

Part 3: Kitchen and annexes

1) Kitchen layout and annexes including kitchen equipment, storage
and Receiving areas...
The kitchen (heart of the restaurant) in Shawatina is under the control of executive
chef with the sous chef and 4 cookers in the kitchen. The kitchen is divided into
sections, section for the salad, hot and cold section and section for the grills. The
executive chef is responsible for the management of the kitchen and for the food
safety and sanitation, the sous chef help the executive chef in the management of the
kitchen and replace the executive chef when he is off and he also control the kitchen
when there is orders and each cooker is responsible for a section. The executive chef
in Shawatina comes at 7:00 am till 6:00 pm and all the cookers comes at 12:00 pm till
12:00 am. The equipment that are available in the kitchen are as follow:

- Under the counter refrigerator

- Standard upright refrigerator
- Microwave oven
- Range oven
- 3 deep fryer
- Grill
- BBQ
- Salamander
- Ventilation hood system
- Freezer
- Food processer
- Sink stainless steel

The kitchen is located in the back of the house and not front of the customers
and directly beside the kitchen on the left there is the steward department for

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cleaning and sanitizing and also beside the kitchen on the right there is the bar
as we said before. As we present before the kitchen is very close to the dining
room so all the food are served quickly.

The preparation area in Shawatina restaurant is located directly when the

customers enter the restaurant before they go up so the preparation area is
down and the kitchen is up and this is a big problem in Shawatina since the
kitchen is very far from the preparation area. The kitchen and the preparation
should be beside each other to let the work easier for the employees and to
serve the customers faster. When the employees want to bring something from
the preparation area they need to cover long distances. The preparation area is
the place where everything is prepared before they are served from the
kitchen. All the ingredients of the daily products, meet. Fish, poultry, frozen
product and so on are received in the preparation area and all the products are
checked before they enter the restaurant so when the chef sign on the paper the
products can enter the restaurant and the supplier can receive money from the
cashier after they see the sign of the chef. In the preparation area there is a
walk-in refrigerator where all the vegetables and the fruit of the restaurant are
protect there in addition to the walk-in freezer where all the frozen product are
protect. The equipment that are available in the preparation area are:

- Table of stainless steel for preparation

- Standard up right refrigerator
- Freezer
- Range oven
- Convection oven
- Meat chopper
- More than 2 sink of stainless steel to wash all the vegetables when
they are received
- Walk-in refrigerator
- Walk-in Freezer for the frozen products (Fish-Meat-Poultry-
Shrimps-Crispy –Escallop…)

The food flaw in Shawatina restaurant begins as follow:

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 a) Receiving all the products that they purchase in a professional way to
ensure that all the product are free of spoilage and they are safety.
b) Storing the foods in the refrigerator or in the freezer or the dry storage it
depend on the type of product
c) Preparation
1. Cold holding and then the food is served cold
2. Cooking
 And the food is served directly
 Cooling the food and then reheating before serving
d) Finally the food is served in the right temperature to the guest.

All the equipment’s in the kitchen are determined according to the menu
Items. The layout of the kitchen is perfect since all the equipment in the
kitchen are arranged in a professional way in the kitchen and in the
preparation area. This help to increase the employee productivity and to
provide a quick service of food.

The floor in the Shawatina restaurant in the kitchen and preparation area is
made off quarry tile floor that is one of the best floors for the kitchens.

Now I will present for you photos for the preparation area in Shawatina
restaurant.

Figure 7 Preparation area

I will also present for you some dishes from the kitchen
- Grilled shrimp served with sauce tartar
- Grilled chicken served with French fries and sautéed vegetable with
garlic sauce

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 - ‫ورق عنب بالزيت‬
- ‫مشاوي مشكلة‬

Figure 8 Grilled shrimp served Figure 9 ‫ورق عنب بالزيت‬

with sauce tartar

Figure 11 ‫مشاوي مشكل‬

Figure 10 Grilled Chicken

Part 4: Management and Human resources

1) Organization chart of the restaurant
Any restaurant must have an organization chart and I will present for you the
organizational chart in Shawatina restaurant. The restaurant is under the
control of restaurant manager and in the dining room there is a maître d’hôtel
who manage the dining room and also there is a waiters and runners. The
kitchen is under the control of executive chef and there is a sous chef and
cookers. There is a cashier for the restaurant and there is also the stewarding
department.

1. General Manager: Responsible for planning, organizing and

supervising every department in the restaurant

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2. Maître d’hôtel: Coordinates the dining room activities to provide the
best hospitality and supervises the waiters and runners.
3. Executive Chef: Responsible for the food preparation and supervision
of the kitchen staff. He is responsible for everything in the kitchen and
food safety.
4. Sous chef: Helps the chef and he prepares food with the cookers and
supervising the kitchen staff.
5. Cookers: Each one is responsible for his station and the food safety.
6. Waiters: Takes orders and serves the food to customers and provide the
best hospitality toward the guest.
7. Runners / Bussers: Clears the table and helps the waiters in all the
activity of the dining room.
8. Cashier: Receive payments for the food and beverage sold and
responsible for the accounting in the restaurant. This person must be
very honest.

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 9. Stewarding department: Responsible for the cleanness of the restaurant
(Glassware, china and cutlery, kitchen, dining room safety &
sanitation.

2) Job description of (Restaurant manager)

Any restaurant manager should have a job description which it is the duties
and responsibilities of the restaurant manager, the jobs that he should do in
order to maximize profits and to manage a successful restaurant. The job
description of the manager in Shawatina restaurant are as follow.

- Studies past sales record to know all the sales record for the last
year and to improve the number of sales for the current year.

General
manager

Maitre Executive
Cashier Bartender
d'hotel Chef

Waiters Sous Chef

Runners Cookers

Stewards
staff

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 - Forecasting sales day by day and coordinating everything with the
maître d’hôtel and executive chef.
- Making reservation for the customers for the weddings and so on.
- Always making a training plan for all the employees to improve
their skills by cooperating with different companies such as
Boecker.
- Every day sitting with the chef to ensure that everything in the
kitchen is going well without any problem of food quality and
sanitation.
- Working always with the maître d’hôtel to ensure that everything in
the dining room is ready to provide the best quality of service.
- Welcoming the customers and thanking them for their visit.
- When the restaurant is full he helps the dining room staff in taking
orders and checking each table if everything is perfect.
- Ensure customers satisfaction is the most important thing in the
restaurant.
- Every while he makes meeting for all the employees.
- Assures that all the employees in the restaurant are fully informed.
- Controlling everything in the restaurant, because without controlling
everything will be done has no purpose.
- Controls, according to dining room management, employees’
performance, dress, hygiene and sanitation, standards and policies in
the restaurant.

3) Recruiting and staffing policies and department

In Shawatina restaurant when they have a job vacancy they usually search for
former employees, they usually use this type of recruitment to fill the job
vacancy in the restaurant. They use this type of recruiting because it has many
advantages the restaurant knows everything about the former employees they
know their strengths and weaknesses and the former employees know the
restaurant very well. In Shawatina restaurant they don’t have many labor
turnover especially in the kitchen they prefer to have same employees for
many years. Many employees in Shawatina are in the restaurant for more than
10 years. The employees (fixed employees) are in the restaurant for all the

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 year and in the high season (summer) they bring more employees that they
work only in summer. As we said the former employees that the restaurant
brings when they have job vacancy it’s a very good type of recruitment since
the employees are known in the restaurant and it also reduce time for the
restaurant in making preemployment testing and interview for the employees.
So in Shawatina restaurant they don’t use the social media for recruiting
employees and many people who wants to work they go to Shawatina
restaurant since the restaurant is known in the market. In the kitchen usually
the chef who choose the employees that he prefer. The most important thing
is the low turnover of employees in Shawatina restaurant especially in the
kitchen that is the most important.

4) Compensation and benefits offered

In Shawatina restaurant they offer a direct financial compensation and also
indirect financial compensation. The direct compensation include the salaries
of the employees, the salaries in Shawatina restaurant are different from one
department to another. In the dining room the highest salary is for the manager
and then the maître d’hôtel and then the waiters and finally the runners. In the
kitchen the executive chef get the higher salary and then the sous chef and
finally the cookers. All the fixed employees in the restaurant have insurance
and social security CNSS. The indirect compensation include the holiday
which it’s offered to the employees every year they take 15 days holiday in the
low season. Also when they have a big wedding in the restaurant the manager
distributes bonus for all the employees for their hard work this give motivation
for the employees in the restaurant. On the EID (Festival) the manager
distributes money for the employees after a hard work in Ramadan. Every
Sunday the restaurant gives all the employees in the restaurant tips for the
kitchen staff, dining room staff, bartender, cashier, dishwashers and also the
manager but the waiters in the dining room they collect double tips than
others.

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Final Summary of what changes would you make to this
restaurant if you were the owner or manager? Discuss.
Finally if I was the manager of Shawatina restaurant I will make many changes to
maximize the profit more. First change I will make in the restaurant is changing the
décor and menu to improve it more this will be a cost for the restaurant but it is very
important for any restaurant to update his décor and menu after a years. In Shawatina
restaurant they are in the same décor from the day that they open till now, the
customers always need to see new thing in the restaurant and they also need a menu
update such as a new items in the menu so if I was the manager I will work at this
very much. Second if I was the manager in the restaurant I will create a professional
marketing strategy for the restaurant by making a new products development and
working very much on the social media to attract the customers to the restaurant as we
said before that Shawatina are very weak in the social media. I will sit with the
executive chef to study the menu and adding a new Items for the menu and deleting
the Item that are not being sold this is known as a menu engineering. Third I will
improve the Symbology of the restaurant more by putting the logo and the brand
name of the restaurant on the plates on the delivery car and everywhere in the
restaurant. The Symbology of the restaurant in my opinion is one of the most
important thing for a restaurant since it is a part of the concept. Finally to create a
hospitality in the restaurant and making an incentive program for the motivation of
the employees so I will make the employee of the month in the restaurant this will
create a competition between the employees and a teamwork. So the employee of the
month will earn a certificate which it is important for his career and also he will win a
small amount of money. This will help the employees to provide hospitality toward
the guest and also making suggestive selling to increase the sale and maximize the
profit in the restaurant.

Appendix

Figure 1 The new wedding room in Shawatina restaurant0.....................................................2

Figure 2 the see view inside Shawatina restaurant...................................................................3

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Figure 3 )‫مطعم شواطينا (عينك عالبحر‬..............................................................................................4
Figure 4 Some Items and their prices.......................................................................................6
Figure 5 Dining room in Shawatina restaurant.........................................................................8
Figure 6 Beverage menu...........................................................................................................9
Figure 7 Preparation area......................................................................................................12
Figure 8 ‫ورق عنب بالزيت‬...........................................................................................................12
Figure 9 Grilled shrimp served with sauce tartar....................................................................12
Figure 10 Grilled Chicken........................................................................................................13
Figure 11‫مشاوي مشكل‬...............................................................................................................13

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