Customer Success: Jia Wei in Grand Mercure Roxy Singapore

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. 

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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. 

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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. 

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“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. 

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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. 

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“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 Genie Shao, F&B Executive for Jia Wei (家味) restaurant.

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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”. 

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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.