ORA by Ettore Botrini combines elements of a concept. A Chef, a location and the One & Only resort far from enough to gain clients’ trust.
Case studies are defined as a research method according to which a phenomenon is examined from several perspectives. The term ‘case’ refers to either an individual or an organization.
In a highly competitive industry such as the hospitality or catering industry where investments are not limited to upgrading infrastructure or hoking up the services provided but also extending to the creation of sound partnerships with the objective to attract more customers, phenomena are observed, whose results are anything but encouraging.
One of the case studies we will analyze is ORA restaurant, residing at the heavily advertised One & Only in Glyfada, whose menu is underwritten by Ettore Botrini highlighting the Greco-Italian heritage of the acclaimed chef and creating a nostalgic dining experience based on seasonality and simplicity.
The following review has been posted on the TripAdvisor website and can be visited by following the link below:
March 2024
Gomel H- 71 contributions- 15 helpful votes
Highly disappointed with restaurant ORA by BOTRINI. One of the worst experiences ever. This restaurant with its rude chef, unprofessional service and low quality food is an insult to One & Only brand name. We were 10 women who planned the lunch on 8th of March to celebrate an International Women’s Day, the lunch was planned three weeks in advance, we chose a set menu from the 3 options sent by them and we did end leaving literally hungry because the food was a disaster. The chef Botrini, who happened to be present there personally said that he has nothing to do with this food and that he comes once a month a we should complain to the chef who cooked the dishes. The question is why then it is named after him? When we complained about the service, the manager said that it is not a fine dining restaurant so we shouldn’t have expected more. Shocking and disappointing experience especially on 8th of March.
Replied on 14/03/24 by Yann Gillet, General Manager at One & Only Aesthesis
Dear Mrs Hansen,
I am writing to you directly as the General Manager of One & Only Aesthesis to address your concerns raised in the review about your experience at ORA by Ettore Botrini.
Firstly, I want to extend my sincerest apologies for any disappointment you and your group felt. It is always our intention to deliver an exceptional dining experience. Upon investigating the situation, I found that the menu was pre-selected by an individual not present at your gathering.
I understand this may have led to a mismatch in expectations, and for that, I am truly sorry. I also want to clarify that Chef Botrini is deeply committed to the culinary excellence of ORA, regardless of his physical presence at the restaurant. His name represents a standard of quality that we strive to uphold every day.
The comment made by our manager was intended to convey that ORA offers a casual dining atmosphere focused on a sharing concept, which may differ from traditional fine dining experiences. It is regrettable that the interaction between your party and our staff did not reflect the high standards of professionalism and hospitality we aim to provide. I assure you that we take feedback seriously and are dedicated to continuous improvement.
Thank you for bringing these issues to our attention.
Warm regards,
yann
When the expectation level is so high that…it’s dizzying
Reading this review we can’t help but dwell on the ‘hidden gem’ of One & Only Resorts at the very heart of the Athenian Riviera and the level of service that seems not to be reflected at the promising One & Only Glyfada, when the customer base of the aforementioned resort is superior and highest with the daily room rate (per season) ranging from 2,000 Euros.
For those who don’t know, in similar-sized hotel chains such as the Four Seasons with the iconic Astir Palace Vouliagmeni, their customers expect the same level of service they will find in similar hotel units in other countries abroad.
I have nothing to do with the food served here
Every restaurant, whether the Chef who edited the menu has a physical presence or not, should avoid such expressions, especially when such profitable partnerships are valued at thousands of Euros.
A lucky or unlucky customer, who chooses the restaurant that bears your name clearly expects more than a tepid and ostentatiously indifferent response especially when the subject of conversation is food!
And no! It’s not the candid camera!
The menu was selected by a person who was not in your…group
Manager Yann Gillet’s response is rather shocking especially when the female team members focused on the poor service, poor quality of food resulting in bad impressions! The fact that reference is made to another person, who selected the menu and was not present at the event has nothing to do with the level of service they received. Would things have been different if they had chosen a different menu and the Service along with the kitchen personnel had cooperated more efficiently? We’ll probably never know! Not before the European elections at least!
When the culinary experience is divided into fine dining & casual…
The level of service is not distinguished between fine dining and casual but is a combination of many factors with expertise being at the flagship of them all. Any business that respects or claims to respect its customer does not discriminate in service, color, race, gender but follows the values of hospitality.
When you rely on the safety of the brand and not on your partners
Exaggerations or raw truth? In any case, more and more companies tend to rely on the brand itself with all the advantages this entails (facilities, huge allocation of capital, strong presence in other foreign countries, distinctions). With the strong feeling of security and comfort offered by the name of a hotel company such as One & Only, the question arises whether part of the company’s philosophy and culture is the continuous training and self-improvement of human resources for top-level service.
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