vtc hm2011 popo[整理]

vtc hm2011 popo[整理] Kwun Tong Vocational Training Centre Advanced diploma in Hospitality Mangagement Hospitality Management – Individual Assigment Quality Service in Spaghetti House Name: Yuen Ka Po Class: AHB Class number: 32 Tutor: Michelle Contact 1. Introduction P.3 2. Background P.3 3. Physical evidence P.3 4. Example of physical evidence in spaghetti house P.4 4.1 Lighting and atmosphere P.4 4.2 The uniform and the service of the staffs P.4 4.3 The food and the beverage P.4 4.4 Location P.5 4.5 The Menu P.5 5 Recommendation of improving physical evidence in spaghetti house P.5 5.1 Lighting and atmosphere P.5 5.2 The uniform and the service of the staffs P.5 5.3 The food and the beverage P.6 5.4 Location P.6 5.5 The Menu P.6 6 Conclusion P.6 7 Reference P.6 1. Introduction Nowadays, there are a lot of restaurants in Hong Kong, but not everyone can become famous or maintain their business. It is because there are a large number of competitors in Hong Kong, besides the service quality and food quality, also have to attend the physical evidence. This also is an important element that how it can affect the guest’s mind as well as the first image of your restaurant giving. These three elements are really basic and important to a restaurant if it wants to attract more people as well as have a positive reputation. 2. Background Café de Coral is a chain of fast food company of Hong Kong which was established in 1968. In the beginning, it provided food to the organization in Hong Kong and was doing the food manufacturing business. Otherwise, Café de Coral was listing in Hong Kong Stock Market in 1986. Nowadays, Café de Coral is doing business more than three country such as Macau, American, Canada. Specially, Café de Coral has established the other type’s restaurant such as Bravo le Café, Manchu Wok and The Spaghetti House (Wikipedia, 2009). In this report, I had chosen The Spaghetti House to analysis the reason of what physical evidence there is as well as the influence of the physical evidence. Also giving the recommendation and find out something can be improve. 3. Physical evidence What is physical evidence? Physical evidence means service cannot be experience before it is delivered, this therefore potential customers perceive greater risk when deciding whether or not to use a service. Also to reduce the feeling of risk, it is often vital to offer potential customers the chance to see what a service would be like. These two points can be done by providing physical evidence. On the other hand, physical evidence has been defined by Zeithaml & Bitner as: - The environment in which the service is delivered and where the firm and the customer interact, and any tangible commodities that facilitate performance or communication of service. 4.Example of physical evidence in spaghetti house 4.1Lighting and atmosphere About the lighting and atmosphere, the spaghetti House the light is more softy, the soft lighting, it’s coupled with the restaurant's soft English R&B music, it’s let the guests can be more relax, enjoyable and in a very comfortable place for their meal, and the guest will have good atmosphere to talk together. Also, it has a good feeling for the guest to take a rest in there, just like the couple they may like to eat in there. 4.2The uniform and the service of the staffs The staff’s uniform of The Spaghetti House give the customers have a professional feeling. Because of the uniform are black and white. Black color can give people a professional feeling. Also the white color can give people are tidy and clean feeling. The services of the staffs are courtesy and competence. When we went in the restaurant and took a seat, the waitress had asking us want some cold water or hot water. It can show that they understand the customers what they want. Also they can pack the tableware quickly. Those can show us their efficiency is high. At last, the staffs will say goodbye to the customers when we want to go. I can see that they are very polite. 4.3The food and the beverage The quality of the food and the beverage in Spaghetti House, drinks, the drinking tube has black and white dominated, any beverage can make the guests according to their need to increase the how much of sugar they need, so it can let customer to feel more enjoy in the. On the other hand, the food of spaghetti house, Food of soup, although longer is pending, but enough heat, and it’s a good taste. Entrees are pasta, the weight is less, but the taste is moderate, it’s not too spicy, and the staff will give the guest cheese powder and spicy oil to let them to own Add seasoning. 4.4Location The location of spaghetti house for our project is located in MongKok, it is a busy area in Hong Kong, many people would like to go to MongKok during their holiday, and there is a shopping spot of tourists. The shop is in the basement of Argly Centre, there are two fast food shops next to spaghetti house, and it is Café de Carol and KFC. The location of this shop is quite good, because there are many teenagers would like to shop in this shopping centre, and about Café de Carol and KFC is different from spaghetti house, so that they will affect the business of spaghetti house that they got a lower price of food, that teenagers can afford it. 4.5The Menu The menu of Spaghetti house is clear and concise. The menu’s words are writing by English and Chinese. It can give the local people to see also the foreign. The size of the word is not bigger for the older to see. The menu has a photo for the customers to see. It is better for the customers who cannot see English and Chinese. Also it is better than the menu not have photo and print by black and white color. 5. Recommendation of improving physical evidence in spaghetti house 5.1Lighting and atmosphere But on the other hand, the lighting is not enough light, so when the guests that they watching the menu, they maybe will feel more difficult to see it, so the spaghetti house may tuned a little more light, or have some spot light to let the guest can see the menu clearly but didn’t lose the atmosphere. 5.2The uniform and the service of the staffs There are some recommendations for the staffs. First, the uniform can design some new style. It is because the color of the uniform is prim. It cannot show the staffs their energy. It is better to design the color such as red or some light color. Second, the company maybe give the staffs have some training. The training can about the politeness to the customers, the efficiency and the safety of the pantry of the meals. It is good for the restaurant if the staffs are possess of the required skills and knowledge of the service. 5.3The food and the beverage The drinks are relatively too small cup, it may increase a little bit more and the food can also increase a little bit for the customer who can eat a lot. 5.4Location We think they can change their location, because in Argly Centre not too many people can afford the higher price, and Spaghetti House had two strong competitors in same centre, that more teenagers would like to have fast food more than western restaurant. If it located in Lang Ham Place, it might more suitable for their business. 5.5The menu For the recommendation, the company can design to add another language into the menu such as Japanese and Italian. It is because Hong Kong has many Japanese travels and it is provide Italian food. It is good for the company to attract more customers to go to eat. Also the size of the words maybe can bigger. It is hard for the older to see the words clearly. So the company maybe considers changing the words bigger. 6. Conclusion In conclusion, i can know every restaurant has the own problem about physical evidence or the other hands even they are the large company and have a higher reputation. if the Spaghetti House had improve their physical evidence to a perfect situation such as increase the baby chair, amount of staff and the other point we bring up in the recommendation, it would increase the level or class to the Spaghetti House. Also, the reputation of Café de Coral can be enhance in the indirectly way. 7. Reference