Business to Grow

Since the beginning of the COVID-19 outbreak, all restaurants have had to rely on their takeaway and delivery business with discounts for survival. While restaurants like simple bento shops made the transition easily, traditional Chinese restaurants have had a harder time. An outlier, Ocean Fresh Restaurant in Lok Fu Place, started preparing for delivery and takeaway as early as the third day of the Chinese New Year, in an attempt to make up for their lost dine-in business. They broke new ground by introducing takeaway and delivery of dim sum and even banquet dishes, bringing hot stews and desserts directly to customers’ apartments. The restaurant is even poised to introduce an electronic ordering system in the near future.

Working Together as a Team

Andy Lai, Manager of Ocean Fresh Restaurant, started off by producing a menu dedicated to battling the pandemic. The menu includes a variety of dim sum, individual dishes and set menus, as well as a special "anti-pandemic soup" which claims to help strengthen immunity. Having stayed home for a long time, customers were intrigued by the high-quality Chinese food takeaway and began placing orders. Many of these were regular customers living in other districts, while some work or live in the immediate neighbourhood.

Since tapping into the takeaway and delivery market, Andy has spent more time coordinating logistics. All staff members are now busy taking orders and delivering food – everyone is pitching in. "Different departments used to stand alone in the past, but while doing takeaway orders, we have to work as one,” said Andy. “The dim sum, siu mei and serving departments all have to help fill the containers with rice, and then pack and transport the food.”

During peak takeaway and delivery hours, tens of waiters and waitresses have to serve as deliverers, bringing orders to nearby housing estates. Generally, delivery destinations are within a 20-minute walk so the food remains hot when it is delivered. For cross-district orders, Andy will jump into action and personally drive his car to make the deliveries.

Quality Uncompromised Thanks to By-batch Delivery

Andy is committed to serving his customers high-quality food. To prevent orders becoming cold or fried food softening before arrival, Andy and his team work to ensure timely delivery through a seamless process. From taking the order to ringing the customer’s doorbell and delivering the food, there can be no delays. In addition, the process itself needs to take small details into account. Andy gives an example, saying, "Sometimes we steam the fish to 90%, allowing the remaining heat to ‘cook’ the fish to well done on the way."

While Andy can fit up to six tables’ worth of food in his car, in order to keep the food fresh and hot, he prefers making separate, extra trips between the restaurant and customers living in other districts, such as Sai Kung, Hong Kong Island and Yuen Long. "As long as you have good time management between the kitchen and the delivery team, this method of delivery is even better, as it guarantees fresher and hotter food – and happier customers."

Although Ocean Fresh Restaurant has only been open for slightly more than a year, Andy is always thinking ahead, especially as he and his team navigate these difficult times.

In May, the COVID-19 situation in Hong Kong improved slightly and restrictions on the social distancing order have been relaxed. Ocean Fresh Restaurant’s dine-in business, as a result, has improved. “On days when our dine-in business is good, we reduce the number of takeaway and delivery orders with a view to our capacity," noted Andy.

Regardless, higher demand for takeaway and food delivery services is here to stay, so the restaurant plans to continue offering them. "Many good friends have told me that if they have parties at home, they would like to be served with food from our restaurant."

Exploring New Technologies for Customers’ Convenience

At present, there is an electronic ordering system for dining in. By scanning a designated QR code, customers can log in to the restaurant’s system to place orders or add to their existing orders. Ocean Fresh Restaurant plans to supplement this by developing its own online ordering system, such that customers can also conveniently place delivery orders. "The challenges of the pandemic have compelled us to become more innovative with our business. It’s a blessing in disguise."