Introduction ‘GOOD MOOD IS GOOD FOOD’.
The discussion about food practices and the taste is a colossal point in the everywhere throughout the world. Modern day food desire is getting high and demand.it due to numerous exchanging exercises growing up, for example, hotel and restaurant. Forcefully Singapore is one of the celebrated places on the planet for offering food. A few people are utilized to call Singapore for “Food heaven”. The restaurant is a key certainty for Singapore food industry in light of the fact that the greater part of the Singapore populace occupied with their work and they want to have their food outside the house. It’s turned out to be a more favourable position for Singapore food advertising in light of the fact that they have a tremendous measure of customers. Singapore food industry is extremely competitive.
it as a result of the client a considerable measure of decisions and there a progress in food information. Today customers are no longer simple source of profit there are main factor who impact for the profit. The goal of the exploration is to discover of Singapore customer satisfaction level and how restaurant fulfil their customer needs and wants.Company profile The report will be investigations of Good Old day restaurant visitor fulfilment and how they will satisfy their customer’s needs. This restaurant outlined particularly to look like British colonial house.
The good Old day is a new lounged restaurant on Sentosa island (relaxed 2014).but Good old day restaurant under the one of the popular brand name of “one faber group ‘.this group has over 10 Food and beverage outlet all over the sentosa island and Good old day is one of their main outlet. Methodology The information of the good old day restaurant has been directing by a meeting with restaurant manager and a portion of the front staff, also current consumer loyalty and client input of the restaurant found by sites, for example, Trip Advisor and Facebook. Service of Good old day restaurant Service deliveryA customer is a most imperative reality in the restaurant or any food industry. Since customer does not rely on the restaurant, the restaurant is the one rely on customers. He is the one influencing a chance to make benefit and brand name.
Along these lines GOD restaurant staff continually attempting to deliver level best for their customers. Conveying customers isn’t that simple since it can be an alternate kind of mistake.Gap model 1. Customer gap:Customer gap based on an understanding of their objective market and customer expectation. The good old day has a well clear comprehension of their target market, at that point, it’s turned into a simple thing to diminish service gap. This restaurant is arranged in one of the popular Tourism attractive places in Sentosa Island. Their primary target is Tour group.
There providing quality traditional buffet service for fair price.2. Knowledge gap:The gap between customer expectation and restaurant perception making knowledge gap. But in this restaurant management awareness about customer needs.
As a result of that aside from the buffet service, they have the fast food idea ala-cart menu for non-tour group visitor’s .there for customers can have a quick meal and spare their chance for leisure activities.3. Policy gapGood old day restaurant has their own company policy stand arrangement stands to incorporate staff grooming, attitude, first impression, and commitments, which are imperative for delivering excellent service. This restaurant mainly focusing on staff grooming stranded because it’s giving 1st imprecation for customers. 4. Delivery gapThis gap exposes the weakness of the staff performance.
Ex; lack of product knowledge, the difficulty of managing customer question and issues. For this case Good old day every month 2nd Sunday having communication meeting with their staff and giving product knowledge also sharing staff experience of last month. It’s made clear pitcher about their service delivery. But currently in Good old day has known full well-experienced staff5.
Communication gap”Under promise and over deliveries” is the best solution to reducing this gap. This gap happened over-promising in advertising does not match the actual service. The good old day has many sub-agendas companies for providing tour group. They had some communication issues regarding food prices and quality.it creates many guests disappointed and they lose many customers. Because of this issues nowadays this restaurant direct communication with tour leaders not with argent companies.(https://brainmates.
com.au/brainrants/the-customer-service-gap-model/)Quality and service stranded of Good old day restaurantFood is the main fact of the Good old day restaurant. But as per the Good old day restaurant manager expiries “no matter how tasty our menu, customer wont came back if our staff give any bad experience with customer service”.
Its true fact because customer looking good food as well as quality service.in a service industry measuring quality is not that much easy. Most of the company using REATING model for it but Good old using 5 key points to increase their service quality, there are Friendliness, knowledge, flexibility, attention and marking right. This 5 points are similar to REATING model.Friendliness: good service is all about be friendly and welcoming customers. In good old day restaurant manager or supervisor always welcoming for the guest from enters .after that waiter is the one take caring customers.
This restaurant staff are really friendly waiter might ask customer about their day, help them with make food choice and customer compliments.Knowledge: good old day restaurant most of the customers are holiday visitors, product knowledge is every important for the staff because this restaurant selling traditional Singapore food, then staff should be able to answer question related to menu ingredients and preparation. The biggest challenge of the restaurant staff to serving customers who have food allergic or special needs.in this case their giving good training for their staff, some time management use to send Mistry shopper to check their staff product knowledgeFlexibility: tour groups may change the number of customers may rise and fouls, but in Good old day restaurant staff are able to go with flow and adjust the customer needs. Also buffer style mainly self-service but they train to staff be fixable with bring food from buffet and serve for the guest up on their request Attention: good old day management never want to feel forget but some time kitchen side food can be late, Friday and weekend is most busy nights for good old day restaurant.
But staff never let their service to feel over look. Especially in busy time manager and supervisor use to go ever signal guest and checking their satisfaction.in ala crat orders they use to update about preparation. and make it right: in operation time some mistake can happened.
But good old day restaurant want to make it wright they alwys empower there fronts staff,if guest complian about food or drings staff no need to wait until manger or supervisor to make it wright.they they have power change it but they have to inform to sineor staff to double check with guest still happy with there replace ment