Customer Success: Jia Wei at Grand Mercure Roxy

Housed at Grand Mercure Roxy Hotel is Jia Wei (家味), a gem in the Katong district located opposite Parkway Shopping Mall that serves quality Chinese cuisine inspired by home recipes. 

Challenges 

Located in a hotel, Jia Wei is a nice casual restaurant that accommodates to the public and the hotel guests ranging from small to large family sizes, and even has 3 dining rooms for private gatherings. 

Being a Chinese restaurant that serves family-sharing food, it is expected that many plates, cutleries & dishes will be served for their guests to enjoy. This would mean that service staff would have to walk to and fro the kitchen to serve its guests. 

“Labour shortage is one of the key problems. So Ourglass Robotics gives us a supporting manpower to service our guests, especially on days where we are fully booked and a lot of manpower is needed.” said Robert Tan, the F&B Director at Grand Mercure Roxy. 

How we helped

Our efficient & help PuduBot was introduced to help the staff of Jia Wei (家味) restaurant to deliver food to customer’s tables, in a safe & efficient manner. Aside from providing a helping hand to the service, it has also became part of the entertainment for guests. 

“It’s quite special in providing our guests an experience. When customers see the robots, they like to take picture and wave - every customer is delighted to see this (the robots)” said Jeanie Shao, F&B Executive for Jia Wei (家味) restaurant.

Ronnie Kua, a regular customer of Jia Wei (家味) restaurant also added how the waiter robot “serves a lot of things and I don’t see any spillage. I think it’s a very good substitute for service”. 

Results

The servers were thrilled to have the addition of a new colleague, as it helps them to reduce the physical labor so that they can focus on providing service with a nice human touch. 

 

Overall, our service robot has helped Jia Wei (家味) restaurant maintained its service standard amidst a growing manpower shortage so that it can continue to serve its quality dishes with a beautiful presentation.                                                                                                                                                                                                                                                                                                                                                                                                                                         

"One of the key points that I have to highlight is the Waiter Robots offer a very effective spare hand to our service staff"

— Robert Tan, F&B Director of Grand Mercure Roxy

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"When we don't have enough manpower, especially when the restaurant is busy. The waiter robot really helps us to deliver the food efficiently"

— Jeanie Shao, F&B Executive of Jia Wei