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Introduction_to_Hospitality_1_Introduction_to_Hospitality
 Since the Roman Empire’s most fructuous years, in Pompei there were around 160
restaurants near public roads and crowded squares. Also, until X century, China was the place
where you could find numerous sophisticated restaurants with different regional specialties while
through the schools curricula everyone could learn the art of cooking. Therefore, the desire of the
people to achieve and offer more through their culinary services has roots a long time ago.

But how can we do that? How the restaurants and other businesses can provide an
immaculate experience that will make the customers to associate the visited local with a place
that will make them visit it constantly. Or how can we turn a simple new customer into a loyal
one that will now for sure where to rent a room or book a table even if he is not into his local
city? It’s not a bumpy road but the recipe to achieve these has its own grade of complexity. The
answer is by achieving excellence and sharing it through perfect experiences to your customers.

Therefore the purpose of this thesis is to observe what actions must be done and what
milestones should be achieved by a restaurant in order to achieve excellence. In order to be a
practical study, we will take a good restaurant from Bucharest and study characteristics from its
design, menu, typical customers to characteristics such as the mindset of the manager.

In order to have a much more clear view, from a total of 16.000 HORECA companies,
10.000 come from the restaurant sector with 88.000 employees, remaining only 45.000 for the
accommodation field. In the same time, the Romanian market started to educate itself more and
more fact demonstrated by the raised rate of consumption. Thanks to the last indicator this
market achieved 11.2 billion RON while 5 years ago were recorder just 4.5 billion according to
HORA (Organizatia Patronale a Hotelurilor și Restaurantelor din România). It is important to
take into discussion all of these figures because they are demonstrating a certain fact: it’s
profitable to run such a business nowadays in Romania and definitely is scalable. But, in the
same time we have to remind that beside other economic fields, in the restaurant business more
than half companies fail during their first year of activity according to Statista. Another fact to
consider for our study is that we are in the most suitable place, Bucharest being able to offer the
biggest pool of hospitality services owning 40% of locals.
 As we have said, we cannot talk about a special recipe in order to achieve excellence,
although a good way to start the road of shaping the hospitality domain in an efficient way is by
implementing a proper team mindset Such a mindset will be Kaizen. According to Ravinder
Kumar 2019 Kaizen a Tool for Continuous Quality Improvement Noida, Kaizen represents a tool
for continuous improvement, “kai” means change while “zen” means positive. Initially started
with the manufacturing industry by focusing on the quality not on the quantity, waste
management and efficiency, Toyota being the best model.

Speaking about our restaurant it is crucial to take into consideration the willing of the
manager to determine his entire team that the road to success is by treating the issues with
objectivity, accepting the changes that need to be done and wanting all the time to perform better
and better. Therefore, we can consider that a continuous improving mentality is more than
suitable for the hospitality services. In order to please all of your customers, or most part of them
if will be impossible you have to deliver custom experiences according to their desires and based
on their feedback as stated by Silvio Wilde, 2011, Cusotmer Knowledge Management:
Improving Customer Relationship through Knowledge Application, Springer

Thus, in order to properly conduct a business activity in this domain and moreover to take
advantage by this increasing trend and riding it like a big wave instead of getting hit by it and
failing like the majority in the first years it is necessary to act in accordance with as many
excellence factors as possible. Therefore, for a better understanding of this concept this paper
will be organized in the following manner: Firstly, will be presented the literature review which
will rely on excellence definition, its importance, factors for achieving it, value propositions and
competitive advantages , secondly, the methodology section motivates the research design,
presents the case study and details the used data collecting methods, then the findings about the
Chefs Experience restaurant are presented as a report. customer journey with the studied firm.
In the discussion section, we analyze the final findings and trying to identify factors that affect
learning from customers and suggest managerial practices that could improve the clients‘
experience in restaurant.

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