Different Restaurant That Observation Tourism Essay

Customer service and satisfaction can be difficult to evaluate. One method of evaluating service level is through mystery shopping. Identify at least three types of hospitality business to evaluate for your mystery shopping activity. Create a comprehensive survey for your mystery shopping activity which must include at least ten question relating to a variety of customer service question. After you have finished, review the result and write a report to provide clear information and any pertinent details that further explain the responses.

1.1 Introduction

Three types of different restaurant that I go are Pizza hut, McDonald’s and KFC.

1.2 Report

Three types of different restaurant that observation are Pizza hut, McDonald’s and KFC. The observation are on Friday 5 October 2012, Saturday 6 October 2012 and Tuesday 9 October 2012.

The first mystery shopping that observe are on Friday 5 October 2012, the observation was conduct at Pizza hut. The observe is look at serving time of the food will long time because need to cook. For example, chicken pepperoni need to cook. If many customer we have to wait the pizza around 30 minutes. Next are the observe is look are the staff listening skill very good because they know how to communicate to the customer. Such as, the waiters will reply again the customer order. Beside that the observe is look is the uniform of the staff are neat and beautiful. For example, all the staff wearing neat and beautiful. After that the observe is look at the place that customer eating are neat and clean. Such as, the place that customer eating are neat and clean. Next are the observe that i look are in there the staff very friendship with the customer. For example, the staff friendship with the customer that will give customer will come back they restaurant again.

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The second mystery shopping that observe are on Saturday 6 October 2012, the observation was conduct at McDonald’s. The observe is look at the service time of the food are faster because there food is ready early then the customer coming. For example, burger are ready early then the customer buy it. If any food finish ready then the customer have to wait 5-10 minutes only can get there food. Next are the observe is look are they listening skill of the staff are very good because they know how communicate to the customer. Such as, the staff know what the customer order. Beside that the observe is look is the uniform of the staff are neat and beautiful. For example, all the staff wearing neat and beautiful. After that the observe is look at the place that customer eating are neat and clean. Such as, the place that customer eating are neat and clean. Next are the observe that i look are in there the staff very friendship with the customer. For example, the staff friendship with the customer that will give customer will come back they restaurant again.

The third mystery shopping that observe are on Tuesday 9 October 2012, the observation was conduct at KFC. The observe is look at the service time of the food are faster because there food is ready early then the customer coming. For example, original and spicy chicken are ready early then the customer buy it. If any food finish ready then the customer have to wait 5-10 minutes only can get there food. Next are the observe is look are the listening skill of the staff are very good because they know how communicate to the customer. Such as, the staff know what the customer order. Beside that the observe is look is the uniform of the staff are neat and beautiful. For example, all the staff wearing neat and beautiful. After that the observe is look at the place that customer eating are neat and clean. Such as, the place that customer eating are neat and clean. Next are the observe that i look are in there the staff very friendship with the customer. For example, the staff friendship with the customer that will give customer will come back they restaurant again.

Pizza_Hut_Logo.jpg kfc-forecasts-increase-with-new-breakfast-menu.jpg

mcdonalds.jpg

1.3 Conclusion

From this question 1, I have learn three type of different restaurant how their staff serving, listening skill , the place clean or not? and so on. The first restaurant that I go is Pizza hut, the second restaurant that I go is McDonald’s and the last restaurant that I go is KFC.

QUESTION 2

Assume that you have bought a new shop lot and want to open a restaurant. As a service provider what would you need to consider when you want to open the restaurant and how would you do to get your customer? Do you agreed if say that you need to consider demographic factor in identifying your customer? Why?

2.1 Introduction

Yes, I agree to start a restaurant we need to deciding on a restaurant concept, choosing a location for restaurant, finding the perfect restaurant name, writing a business plan, writing the menu, staffing a restaurant, and equipping a restaurant. Demographic information includes characteristics like age, income, marital status, education stage in the family life cycle, home ownership, sex, zip code, occupation, household size, mobility patterns, ethnic background and religion. Demographic information is a straightforward and basic method of identifying customer.

2.1 Starting a restaurant

To start a restaurant we need to deciding on a restaurant concept, choosing a location for restaurant, finding the Perfect restaurant name, writing a business plan, writing the menu, staffing a restaurant, and equipping a restaurant.

Firstly are deciding on a restaurant. We have to deciding what type of restaurant that want to open will depend of a variety of things. If want to open a restaurant we have to plan what type of food that we like to cook and serve to the customer, in an atmosphere they feel comfortable in.

Secondly are choosing a location for restaurant. Location is vital to the success of any restaurant. There are several factors to consider when searching for that perfect restaurant location, including population base, local employment figures and accessibility. Once you find that perfect location, you will need to make sure you negotiate the best lease possible for your restaurant.

Thirdly are writing a business plan. To prepare for your interview with the bank, we need to do your homework. Creating a business plan that outlines your restaurant and how we plan to make it profitable, will show the loan officer we mean business. Also make sure we arrive at the bank with all the necessary paperwork, including personal income statements, tax returns and anything else the banker ask we for.

Fourthly are finding the perfect restaurant name. Restaurant names may reflect a theme (Mexican, Chinese, Continental), a location, or simply be a play on words. The important thing to consider is the impression it will leave on customers. Select a name that will be easy to customers to remember and spell. Nothing is more frustrating than not being able to find a restaurant online or in the Yellow Pages because you aren’t spelling it correctly.

Fifthly are writing the menu. Your menu is a huge part of my restaurant. After all, it is essentially why my customers keep coming back. They love the food. The layout and design is just as important as what’s listed on the menu. Avoid amateur looking menu designs, such as clip art or photocopied handwriting. Finally, knowing how to price the menu will help increase your profit margins, giving me more money to invest into my restaurant.

Sixthly are staffing a restaurant. Hiring the right staff is crucial to any new restaurant. Good food loses much of its appeal if it accompanied by bad service. Knowing the basic employee roles of the back of the house and the front of the house will help you select the best candidate for the job. Experience counts for important positions, such as head cook, dining room manager and bartender.

Seventhly are equipping a restaurant. Outfitting your restaurant kitchen, dining room and bar is the largest part of your start up budget. Shop around for bargain deals of used equipment and leased equipment. Also understanding needs vs. wants is important in avoiding the pitfalls of buying unnecessary furniture and equipment, which can set you way over budget. Begin with the basics, and once you have those you can pick up a few extras.

1.3 Demographic factor

Demographic information includes characteristics like age, income, marital status, education stage in the family life cycle, home ownership, sex, zip code, occupation, household size, mobility patterns, ethnic background and religion. Demographic information is a straightforward and basic method of identifying customer.

1.4 How to get a customer?

To get a customer using five needs of every customer. Five needs of every customer are every customer comes into the customer situation with differing wants while want are frequently hard to identify and may occasionally be unrealistic. The five basic need are service, price, quality, action and appreciation. The firstly are service. Customer expect the service that they think is appropriate for level of purchase that they are making. A small, spontaneous purchase may have a smaller service need than a larger purchase that has been carefully planned and researched.

The secondly are price. The cost of everything we purchase is becoming more and more important. People and business want to use their financial resources as efficiently as possible. Many product previously considered unique are now considered commodities. This mean that while a consumer previously had to travel to the the local hamburger restaurant to purchase a hamburger, now one can be acquired at many other locations. This make the component of price even more important to the customer.

The thirdly are quality. Customer want the product that they purchase to be durable and functional until the customer decides to replace them. The requirement of quality mandates that manufacturers and distributors produce products that live up to the customers’ expectations of durability. Customers are much less likely to question price if they are doing business with a company that has a reputation for producing a high quality product.

Fourthly are action. Customers need action when a problem or question arises. Many companies offer toll-free customer assistance telephone lines, flexible return policies, and customer are human begins and like to think that they are an important priority and that when a need or question arises someone will be ready and waiting to help them.

Lastly are appreciation. Customers need to know that we appreciate their business. Customer service providers can convey this appreciation in many appropriate ways. Saying “thank you” to the customer through our words and actions is a good starting point. Preferred customer mailing lists, informational newsletters, special discounts, courtesy, and name recognition are good beginnings to showing our customers our appreciation. Additionally, letting them know that we are glad that they have chosen to do business with us conveys a positive message. A fast- food restaurant has a sign in its drive-through lane that say’ ” we know that you could eat somewhere else; thank you for allowing us to serve you.”

1.5 Conclusion

From this question 2, i have learn about how to open a restaurant, how to get a customer and the demographic factor. To start a restaurant we need to deciding on a restaurant concept, choosing a location for restaurant, finding the Perfect restaurant name, writing a business plan, writing the menu, staffing a restaurant, and equipping a restaurant. Next are, to get a customer using five needs of every customer. Five needs of every customer are every customer comes into the customer situation with differing wants while want are frequently hard to identify and may occasionally be unrealistic. Beside that are to get a customer using five needs of every customer. Five needs of every customer are every customer comes into the customer situation with differing wants while want are frequently hard to identify and may occasionally be unrealistic