The Summit Resort is a boutique Relais & Châteaux property, one of the few in the United States. Summit holds the prestigious designation for both the hotel and the restaurant. The chef, Sandia Chiang, holds the honor of designation as a Relais & Châteaux Grand Chef. Chef Chiang has been the Summit’s chef for eighteen months. She gained the Grand Chef status shortly after becoming the Summit’s chef. Chef Chiang has increased the quality of the food served and the amount of revenue and profit from food sales in the restaurant. As the reputation of Chef Chiang has grown the occupancy rate of the resort has increased.
The Summit’s general manager is Hernando Garcia. Mr. Garcia is very pleased with what Chef Chiang has done with the restaurant and the fact that these changes are also contributing to increased occupancy in the resort. He is also concerned because the improvements in the restaurant are not reflected in the banquet kitchen. He hired Chef Chiang with the understanding that she was the executive chef for the resort not just the restaurant.
Mr. Garcia has observed that Chef Chiang directly supervises preparation of every item served in the restaurant. Chef Chiang personally develops all menus and recipes. She checks and adjusts the flavor of every food item prepared in the restaurant kitchen. Chef Chiang is known for saying, “this is my food, and the quality of every item depends on me.”
Mr. Garcia has also observed that Chef Chiang has placed one of the properties two sous chefs, Chef Lee, in charge of banquet food preparation. In the eighteen months that Chef Chiang has been at the Summit Mr. Garcia has only seen her involved in banquet preparation twice, when Chef Lee was ill and when he was on vacation. In both instances she expressed full confidence in Chef Lee’s culinary team and made few changes to any item prepared, instead focusing on organizational issues.
The banquet manager has begun to receive complaints from guests that the food served at their function was not what they expected. The comment often heard by the banquet manager is, “The food was good but it was not as good as what I have been served in the restaurant.” The banquet manager has brought this situation to the attention of Mr. Garcia, pointing out that they will soon be up for review by Relais & Châteaux.
Case Study Analysis Questions
• What is the challenge that Mr. Garcia must address?
• What are the variables involved in the challenge?
• What should be Mr. Garcia’s top three goals in addressing the challenge? List the goals in order of importance with discussion/ justification?
• Develop a plan of action for Mr. Garcia to successfully address the challenge, achieving the goals previously listed.
The Summit Resort is a boutique Relais & Châteaux property, one of the few in the United States. Summit holds the prestigious designation for both the hotel and the restaurant.