Case Study No.

1:

QUALITY AND SERVICE MANAGEMENT IN TOURISM & HOSPITALITY

Introduction:

Restaurants are a bulwark of local communities in an increasingly difficult

economic context. The restaurant business helps to create jobs in the area,
promotes local agriculture, and keeps your hard-earned money in your
community by keeping it in your pocket. You generate nearly four times
greater economic benefits for your local community when you shop or dine
at a local business or restaurant. Go to a local restaurant and make
memories while supporting the economic growth of your community.

The impact of local restaurants on communities is that they are a place

where people get together and make memories. They are the lifeblood of
regional food culture, preserving farms and recipes from generation to
generation. Your money is put back into the hands of your community and
preserved when you choose to eat at a local business.

Study Questions:

 What is the basis of quality for this kind of situation?

 Who defines quality, the restaurant, or the customers?
 What could the family have done to avoid circumstances such as this?

Concept:

To learn what clients look for in a decent restaurant, we must conduct a

comparative as well as a competitive analysis of our competitors. Other food-
eating options, such as frozen meals, home-delivered meal kits, home
cooking, and delivery, are examined in a competitive analysis, while a
comparison analysis is examined in a comparative analysis. We can add the
traits that customers are looking for to our marketing mix once we know
what they're looking for when they're ready to eat.

Case Study No.1: QUALITY AND SERVICE MANAGEMENT IN TOURISM & HOSPITALITY
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 The base quality of this situation is Quality Food and Positive Experience.

Quality Food:

A decent restaurant sets a high bar for food quality and ensures that every
meal is of the same caliber. Our restaurant's reputation will be enhanced if
we serve high-quality meals, which will encourage our customers to return
for more. Serving good meals on a regular basis necessitates high-quality
ingredients and a skilled cook. To ensure that our customers receive their
food exactly as they ordered it every time, a good cook knows our guests'
demands and works closely with the kitchen staff.

Positive Experience:

A great customer experience is one of the most important features of a

successful restaurant. Our guests should be treated with respect and with a
pleasant attitude by the personnel who interact with them. Servers should be
well-versed in the menu, be punctual in delivering food and beverages to
guests, and be able to rapidly resolve any difficulties that a dissatisfied
customer may have.

The kitchen, food preparation areas, and any other locations that customers
come into contact with should all be kept clean at all times by all employees.
Check your online reviews on a regular basis to see what our customers have
to say about their dining experience at your restaurant.

The goal of "Quality" is to provide value-added products and services that

meet the changing demands of our customers, suppliers, and workers, while
also emphasizing a continuing commitment to customer satisfaction through
education, communication, evaluation, and continuous development.

Key aspects of quality for the customer include:

• Good design – looks and style

Case Study No.1: QUALITY AND SERVICE MANAGEMENT IN TOURISM & HOSPITALITY
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 • Good functionality – it does the job well

• Reliable – acceptable level of breakdowns or failure

• Consistency

• Durable – lasts as long as it should

• Good after sales service

• Value for money

There are both hard and soft numbers that make up quality. A company's
actual quality is a difficult figure to quantify exactly. From the manufacturer's
perspective, it's high-quality. From the customer's perspective, perceived and
expected quality are two soft numbers that assess quality. The customer's
perception of the product's quality is the product's actual quality. The
customer's expectation of quality before getting the product is known as
expected quality.

Quality, like beauty and truth, is in the eye of the beholder, your client. The
customer's perception of a product's value is changing over time, and quality
is one of them. Customers want quality that is appropriate to the price that
they are prepared to pay and the level of competition in the market.

Anne and her family should know how to choose a good restaurant to avoid
disappointments. They should know the quality of the restaurant before they
decide to enter on it. The ambiance, location and customer ratings are
important in choosing restaurant sometimes it can be an advantage or a
disadvantage.

Anne’s family should come to appreciate the ease with which they can place
orders online from the comfort of their own homes or from anywhere else.
Their choice of where to eat might be influenced by the availability of

Case Study No.1: QUALITY AND SERVICE MANAGEMENT IN TOURISM & HOSPITALITY
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 ordering channels such as your branded website or mobile app. When
customers enter their orders manually, they improve order accuracy and
ticket size, just as they do with kiosks.

Conclusions:

Restaurants have always served a human desire for connection and

impacted social ties in addition to their primary function of providing food
and drink. Restaurants are becoming increasingly essential in defining our
economy as well as the structure and makeup of our cities in the twenty-first
century.

All restaurants must find ways to attract new clients while still maintaining
existing customers' loyalty. Customers are the most important aspect of a
company's survival and growth. A corporation must continually give high-
quality products and services to its customers in order to satisfy them.
Because services, unlike goods, have their own set of characteristics,
managing service quality is regarded more difficult than managing product
quality.

Case Study No.1: QUALITY AND SERVICE MANAGEMENT IN TOURISM & HOSPITALITY
This study source was downloaded by 100000787357095 from CourseHero.com on 08-24-2022 06:59:28 GMT -05:00

https://www.coursehero.com/file/127981006/Case-Studydocx/
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