SOL PLAYGROUND CAFE |
Overview |
SOL Playground Café (SOL) is created to allow stress free dining, we are providing entertainment for the younger generation in a safe environment while caregivers dine and also the creation of menu to cater to different generations in the family. One of its intention is to respond one of the biggest challenges for families with children is to find a suitable location to dine not only with their family members but also different family clusters when they socialize.
SOL is one of the few cafeterias to offer a well-rounded entertainment cum food establishment with a sheltered outdoor playground, an indoor play area and a nursing room. |
Strategy |
Mission |
SOLs’ pro-family business objective is “To provide an
exciting dining experience that involves the entire family”. SOL aims to a wholesome dining experience for families in the areas of providing entertainment for the younger generation in a safe environment, and creating menus to cater to different generations. |
Product & Service Mix |
The products and services that support the pro-family business strategies and goals include menus for kids,
parents and grandparents, both Spanish and local food selections, healthy menu, birthday parties and educational events.
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Marketing & Promotions |
To create awareness and build customer loyalty, SOL provides discounts for readers of WAWA magazines, joint promotions with service providers that offers
balloon sculpting and face/hand painting, 5% discount for tri-generational families.
To incorporate the fun element, SOL also offers weekend attractions for diners such as baking classes for parents
and grandparents, balloon sculpting and face/hand painting workshops for children, party packages for the young and old etc.
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Service |
Service Attitude |
Customer service standards are established at various
touch points and all employees receive product training, familiarization with Standard Operating Procedures (SOPs) covering all key touch points as well as on-the-job training.
SOL believes that customer satisfaction is closely linked to recruitment of staff, therefore the management ensure that staffs possess the ability to interact and communicate with family members. |
Delighting Customers |
To ensure customer satisfaction, staffs are empowered to perform service recovery. For e.g. providing free drink / meal to appease customers.
Additionally, SOL encourages staffs to improve customer service through incentive programmes such as the Bonus Points System and Employee of the Month Award.
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Safety first |
Staffs are trained to handle emergencies such as basic first aid and information on the location of facilities and ways to handle emergencies. |
Infrastructure |
Space & Layout |
The SOL’s layout caters to the needs of visitors of all ages especially in access movement of handicapped and elderly, for e.g. ramps and railings, handicap parking, lift and toilets, exhibits are spaced out to allow access and circulation, resting areas within the galleries, sheltered walkways etc.
SOL’s space layout caters to the needs of customers of all ages, the café has wide aisles for wheelchair bound
customers and for mothers with prams. There is ample space for parking of prams in the café or in the nursing room.
Magazines and toys are strategically placed to ease usage by adults and children. |
Flooring & Facilities |
SOLs’ flooring design, basic and additional facilities cater to the different needs of family members and disabled members. There are ramps at both entrance and exit for strollers, trolleys and wheelchairs; reading corner; a nursing room with baby changing stations and sofa; an outdoor playground that is sheltered; as well as an indoor play area with television, books and toys.
Hygiene and cleanliness standards are put in place to ensure safety of the customers especially kids where areas are prone to Hand, Foot and Mouth disease. A routine for cleaning the play areas and café premise are implemented on a regular basis. |
