TRƯỜNG ĐẠI HỌC CÔNG THƯƠNG TP.

HCM

KHOA DU LỊCH VÀ ẨM THỰC

TIỂU LUẬN HỌC PHẦN ANH VĂN CHUYÊN NGÀNH NHÀ

HÀNG 2

How Noi Brings Great Experiences to

Customers

Giảng viên hướng dẫn: ThS Nguyễn Thị Thúy

Vinh

Nhóm sinh viên thực hiện: Nhóm 10

TP. HỒ CHÍ MINH, THÁNG 4 NĂM 2025

 TRƯỜNG ĐẠI HỌC CÔNG THƯƠNG TP.HCM

KHOA DU LỊCH VÀ ẨM THỰC

TIỂU LUẬN HỌC PHẦN ANH VĂN CHUYÊN NGÀNH NHÀ

HÀNG 2

How Noi Brings Great Experiences to

Customers

Giảng viên hướng dẫn: ThS Nguyễn Thị Thúy

Vinh

Nhóm sinh viên thực hiện: Nhóm 10

 TP. HỒ CHÍ MINH, THÁNG 4 NĂM 2025

BẢNG PHÂN CÔNG NHÓM 2

Tên MSSV Nhiệm vụ Hoàn thành

Trần Thị Ái My 2030222705 1.1 – 1.2 100%

Nguyễn Thảo Nguyên 2030223154 3.1 – 3.2 100%

Nguyễn Thảo Ly 2030222548 2.1 100%

Huỳnh Hữu Tính 2030224438 1.3 – 1.4 100%

Hồng Thị Tuyền 2030224587 2.2 – 2.3 100%

Mai Hoàng Long 2030222446 3.3 – 3.4 100%

 NHẬN XÉT CỦA GIẢNG VIÊN HƯỚNG DẪN

Nhóm sinh viên: Nhóm 10

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TPHCM, ngày 26 tháng 4 năm 2025

(Ký và ghi rõ họ tên)

 MỤC LỤC

CHAPTER 1. INTRODUCTION TO THE RESTAURANT....................................1

1.1. General Introduction.............................................................................................1

1.2. Space and Design Concept...................................................................................1

1.3. Menu and culinary style.......................................................................................2

1.4. Customer Reviews................................................................................................4

CHAPTER 2. HOW THE RESTAURANT CREATES UNFORGETTABLE

CUSTOMER EXPERIENCES....................................................................................7

2.1. Michelin-Level Customer Service........................................................................7

2.2. Atmosphere and service sophistication................................................................9

2.3. Personalized experience.....................................................................................11

CHAPTER 3. HANDLING CUSTOMER ISSUES AT THE RESTAURANT......12

3.1. Reservation Issues at Noi...................................................................................12

3.2. Food Complaints at Noi.....................................................................................12

3.3. Problem about time service................................................................................13

3.3.1. High Volume of Guests...............................................................................13

3.3.2. Staffing Challenges.....................................................................................13

3.4. Kitchen Delays...................................................................................................14

 CHAPTER 1. INTRODUCTION TO THE RESTAURANT

1.1. General Introduction

Noi is located in Four Seasons Hotel Hong Kong, a landmark at the edge of Victoria
Harbour.

Noi, meaning “we” or “us” in Italian, is a Contemporary Italian concept that offers
diners a chance to get up close and personal with Chef Paulo to learn about his
culinary heritage and passion for high quality ingredients sourced from artisanal
producers

Paulo Airaudo was born in the city of Córdoba, Argentina, into a family of Italian
immigrants. At the age of 18, he began his culinary journey, working in various
countries such as Mexico, Peru, and across Europe. He gained experience at renowned
restaurants like Arzak in San Sebastián, The Fat Duck in London, and Magnolia in
Italy.

In May 2015, he opened La Bottega, a modern Italian trattoria, which earned its first
Michelin star in less than six months. In 2020, he relocated the restaurant to a new spot
overlooking La Concha Bay, and just four months later, it received its first Michelin
star—later rising to two stars in December 2021.

After 18 years of pursuing culinary excellence around the world, he continues his
journey in Asia with his new flagship restaurant – NOI Restaurant.

1.2. Space and Design Concept

NOI Restaurant at the Four Seasons Hotel Hong Kong was designed by AB Concept,
reflecting the fusion of Chef Paulo Airaudo's Italian-Argentinian heritage and the
Japanese influence in his cuisine.

The restaurant is divided into two main areas:

- Italian Silhouette: The main dining room, which seats 22 guests, is inspired by
traditional Italian architecture. The interior features deep blue tones, brass, dark wood,
leather, and silver travertine stone. Curved, comfortable seating allows diners to
observe the open kitchen adorned with Japanese tiles.
- Doodle Garden: A relaxing lounge area with a wine bar and panoramic views of
Hong Kong. The ceiling is decorated with sea creature motifs such as koi fish and
jellyfish, inspired by Chef Airaudo's tattoos.

The overall design combines Italian architectural elements with contemporary

interiors, creating a warm yet artistic atmosphere. Private dining rooms are decorated
in pop art style and Renaissance-inspired moldings, showcasing the chef's personality
and personal taste.

1.3. Menu and culinary style

NOI Restaurant’s culinary style is a fusion of modern Italian cuisine and inspiration
from Asian ingredients and techniques, especially Japan. Chef Paulo Airaudo focuses
on sophisticated, creative presentation, along with premium seasonal ingredients. Each
dish tells a story, blending tradition and innovation, clearly demonstrating the spirit of
“fine dining” with 2 Michelin stars.

The restaurant offers a tasting menu. Chefs Airaudo and Troiano deliver a season-
driven set menu that changes every two to three months. The 10+ courses feature a
strong seafood slant with ingredients shipped daily from Japan. The signature dish on
silky egg custard is infused with Ibérico ham consommé that imparts faint smokiness.
The food nods to Italian traditions, but is updated with modern plating and cutting-
edge technique. Excellent wine pairings elevate the whole experience.
Prices for the tasting menu range from HK$1,988 to HK$2,980, excluding a 10%
service charge. The restaurant also offers drink pairing packages, starting at HK$580
for lunch and HK$900 for dinner. Our goal is to offer a unique experience, creating
perfect harmony between seasonal products and techniques in the kitchen, expressing
our culinary philosophy to its maximum. To carry out our mission, we have chosen to
serve tasting menus to all our diners.

Signature Seasonal Menu HKD 2980

 Delighted Taste of Noi HDK 1988

Our range of drinks have been designed to perfectly highlight and complement each
dish.

Drinks pairings formulas start at 580 HKD for lunch and 900 HKD for dinner

Noi offers a unique tasting menu which represents the essence of Chef Paulo’s cuisine
and philosophy, which heavily features Fish and shellfish, raw and cooked. If you have
any allergies, dislikes, or dietary restrictions, even ingredients you would like to avoid,
please let us know at least 96 hours in advance and Noi will design a menu to give you
the perfect experience.

1.4. Customer Reviews

NOI Restaurant is highly rated on different platforms such as: 4.5/5 stars on
tripadvisor, 4/5 stars on google map,...
Many diners praise the creativity and unique flavors of the dishes, especially the fusion
of Italian and Japanese cuisine. The space is described as interesting with unique
decoration, creating a comfortable, unconstrained feeling. The service staff is rated as
attentive and friendly .

But many customers also said that the food was too salty or too sweet, the service was
not as expected, and the price did not match the quality of the experience received.
NOI remains a high-end destination for those looking for a unique and creative menu
in Hong Kong. However, if you’re expecting a “perfect” experience , the
inconsistencies may put you off.
CHAPTER 2. HOW THE RESTAURANT CREATES UNFORGETTABLE
CUSTOMER EXPERIENCES

2.1. Michelin-Level Customer Service

The restaurant is dedicated to perfecting every aspect of hospitality. From the moment
guests step in, they are greeted with warmth and attentiveness. Every interaction is
designed to make diners feel valued and special, creating lasting impressions.

- Elegant yet Inviting Atmosphere

Noi features an open kitchen, allowing guests to witness the artistry behind their
meals. The restaurant is divided into two unique spaces:

Italian Silhouette – A refined dining area with an intimate setting.

Doodle Garden – A laid-back lounge offering panoramic views of Hong Kong.

- Innovative Seasonal Menu

The restaurant offers a tasting menu, carefully curated with seasonal ingredients. Every
dish combines traditional Italian flavors with a modern twist, ensuring diners have a
fresh and unique experience each time they visit.
- Chef’s Personal Touch

Chef Paulo Airaudo is deeply involved in creating each dish, prioritizing high-quality
ingredients sourced from small-scale suppliers and artisans. His philosophy of using
the best produce translates into an exceptional culinary journey.
 Chef Paulo Airaudo

2.2. Atmosphere and service sophistication

Atmosphere:

Elegant and modern design: NOI boasts a space designed by AB Concept, a renowned
international design firm. The interior features a modern, minimalist style that still
exudes luxury and warmth. Details such as soft lighting, refined table arrangements,
and the use of high-quality materials create an upscale dining environment. Stunning
views: Some areas of the restaurant, especially the "Doodle Garden" section, offer
breathtaking panoramic views of Victoria Harbour in Hong Kong. This is a significant
plus, adding romance and a special touch to the dining experience. Private spaces: The
restaurant is divided into different areas, including a main Italian-inspired dining area
("Italian Silhouette") with limited seating, creating a sense of privacy and tranquility
for diners. There is also a lounge area ("Doodle Garden") with a more relaxed
atmosphere. Curated music selection: Chef Paulo Airaudo, the restaurant's owner,
personally selects the playlist, drawing inspiration from the 80s and 90s, contributing
to a unique and enjoyable dining ambiance.

Service Sophistication:

Professional and dedicated staff: As a two-Michelin-starred restaurant, NOI

emphasizes the highest quality of service. The staff is well-trained, knowledgeable
about the menu and wines, and always ready to meet every customer's request politely
and attentively. Attention to every detail: From welcoming guests, arranging seating,
introducing dishes, to serving and bidding farewell, every action is carried out
meticulously and professionally. Unique Omakase menu: NOI offers a seasonal
Omakase (chef's choice) dining experience, featuring dishes prepared with fresh
seafood and high-quality ingredients, showcasing the creativity and skillful techniques
of the head chef. This also demonstrates trust and respect for the guests' culinary
journey. Refined beverage pairings: The restaurant prides itself on its impressive wine
collection and pays special attention to sparkling tea pairings that harmonize
beautifully with the dishes, providing a diverse and rich dining experience. Separate
space for children: NOI has a private dining room where children under 12 are
welcome, demonstrating consideration for all types of guests.

2.3. Personalized experience

During my journey through Hong Kong, one of the most unforgettable experiences
was an evening at NOI — a culinary gem of modern Italian cuisine nestled within the
prestigious Four Seasons Hotel. From the very first step inside, the artistic ambiance,
soft lighting, and contemporary decor created a space that felt both luxurious and
inviting. But what truly touched me was how NOI told a story through its food. The
degustation menu was not just a series of dishes — it was a thoughtfully curated
sensory journey, leading me from one surprise to the next. Every course, from the
opening amuse-bouche to the final dessert, was like a piece of art, showcasing
creativity and a modern Italian spirit through the hands of chef Paulo Airaudo. The
handmade pasta with black truffle stood out as a highlight — delicate, fragrant, and
masterfully executed. The service also deserves special mention — the staff were
attentive, knowledgeable, and made me feel genuinely welcome, as if I were a valued
guest in their home. That evening was more than just a meal; it was a moment to
remember — where cuisine, emotion, and artistry came together in perfect harmony.
CHAPTER 3. HANDLING CUSTOMER ISSUES AT THE RESTAURANT

Noi, an upscale Italian seafood restaurant at Four Seasons Hotel Hong Kong, prides
itself on delivering an exceptional dining experience. However, like any high-end
establishment, challenges such as reservation issues and food complaints may arise.
Effectively addressing these concerns enhances customer satisfaction and maintains
the restaurant’s stellar reputation.

3.1. Reservation Issues at Noi

Given Noi’s exclusivity and high demand, securing a reservation can sometimes be
challenging. Problems such as overbooking, last-minute cancellations, and
miscommunication may inconvenience guests. To prevent and resolve these issues:

 Utilize a precise reservation system: Noi likely employs an advanced booking

system, ensuring accuracy and minimizing errors. Guests should receive
confirmation emails or text messages.

 Manage cancellations proactively: A clear cancellation policy prevents disruptions

and allows waitlisted customers to secure a table.

 Offer flexible alternatives: If a guest’s reserved table is unavailable, staff can

provide an elegant lounge experience at Doodle Garden or suggest a later seating.

 Train staff in customer service excellence: Well-trained hosts ensure smooth

communication and handle reservation discrepancies professionally.

Additionally, a customer on Tripadvisor, HandsomeXO, praised Noi’s

professionalism in table arrangements and the luxurious ambiance, reflecting the
restaurant’s dedication to an exceptional dining experience.

3.2. Food Complaints at Noi

With Michelin-starred Chef Paulo Airaudo curating Noi’s menu, expectations for
food quality are high. Despite meticulous preparation, customers may occasionally
face concerns regarding taste, portion sizes, or specific dietary needs. To manage food
complaints effectively:
 Engage in active listening and respond graciously: Staff should acknowledge
concerns respectfully, ensuring guests feel valued.

 Offer alternative dishes or modifications: Given Noi’s emphasis on seasonal

ingredients, chefs can adjust meals to accommodate preferences.

 Maintain rigorous quality control: Consistent ingredient sourcing and cooking

precision minimize complaints.

 Encourage constructive feedback: Regular reviews from guests help refine

offerings and elevate the overall dining experience.

A customer on Tripadvisor, HandsomeXO, also praised Noi’s Italian Omakase

experience, highlighting its creativity and innovative approach to fine dining,
reinforcing the restaurant’s commitment to exceptional food quality.

3.3. Problem about time service

3.3.1. High Volume of Guests

 Overwhelms kitchen and service staff capacity.

 Increases pressure across all stages, from order taking and food preparation to table
service.
 Causes delays not only in food delivery but also in ancillary services (drinks, bread,
etc.).Potential Solutions:
 Implement more efficient reservation management, allocating time slots
appropriately.
 Increase staffing during peak hours or implement overtime strategies.
 Utilize technology to optimize order and service processes.

3.3.2. Staffing Challenges

Impact:

 Inexperienced staff handle situations slowly and awkwardly.

 Staff shortages lead to overload, compromising service quality.

 Affects coordination between departments (kitchen, service, sommelier).

Potential Solutions:

 Invest in professional training to enhance staff skills.

 Build a stable and experienced workforce.

 Create a positive work environment, fostering engagement and teamwork.

3. Complex Menu:

Impact:

 Each dish requires meticulous preparation and presentation time.

 Demands high skill from chefs and service staff (dish explanations).

 Puts pressure on the kitchen, leading to delays without proper coordination.

Potential Solutions:

 Optimize food preparation processes for efficiency.

 Provide service staff with in-depth menu knowledge.

 Consider adjusting the menu to reduce kitchen workload during peak hours.

3.4. Kitchen Delays

Impact:

 Equipment malfunctions, ingredient shortages, or preparation errors.

 Directly affects food delivery time, causing guest dissatisfaction.
 Disrupts the meal's rhythm, degrading the dining experience.
Potential Solutions:

 Conduct regular equipment maintenance to ensure stable operation.

 Implement strict ingredient inventory management to prevent shortages.
 Enforce rigorous quality control to minimize preparation errors.
5. Table Management:

Impact:

 Inefficient seating arrangements hinder staff movement.

 Ineffective table rotations lead to prolonged guest wait times.
 Disrupts restaurant flow, causing disorder.

Potential Solutions:

o Optimize restaurant space design for smooth traffic flow.

o Utilize modern reservation and table management systems.
o Train staff in observation and flexible table coordination skills.
3.4 Problem about Payment (Billing Issues)

1. Incorrect Charges:

Impact:
 o Causes distrust and dissatisfaction among guests, especially in a high-
end establishment.
o Damages the restaurant's reputation and prestige.
o Leads to disputes and complaints, wasting time and resources.
Solutions:

o Thoroughly verify orders before billing.

o Train staff in accurate payment system usage.
o Provide detailed and easy-to-understand bills.
o Have a system in place to double check the bill before giving it to the
customer.
2. Service Charge Confusion:

Impact:

o Creates confusion and disputes regarding the final amount.

o Affects guests' tipping decisions.
o Leaves a negative impression of the restaurant's transparency.
Solutions:

o Clearly state the service charge on menus and bills.

o Train staff to clearly explain the service charge.
o Provide additional explanation for customers, avoiding
misunderstandings.
3. Split Payments:

Impact:

o Causes delays and confusion during payment.

o Inconveniences guests, especially large groups.
o Increases pressure on cashiers.
Solutions:

o Use a payment system that supports split payments.

o Train staff in fast and accurate split payment processing.
 o Inform customers about split payment limitations ahead of time, so they
can prepare.
4. Payment Method Issues:

Impact:

o Causes inconvenience and frustration for guests.

o Leads to awkward situations and payment delays.
o Affects the overall dining experience.
Solutions:

o Accept a wide range of payment methods.

o Clearly state accepted payment methods.
o Regularly check the payment terminals.
5. Tax and Gratuity:

Impact:

o Causes misunderstandings and disputes regarding the final amount.

o Affects guests' tipping decisions.
o Leaves a negative impression of the restaurant's transparency.
o .
Solutions:

o Provide detailed bills that clearly separate tax and gratuity.

o Train staff to clearly explain these charges.
o Provide clear information regarding taxes and gratuities.