case study- sunny hotel

DON MARIANO MARCOS MEMORIAL STATE UNIVERSITY MID

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LA UNION CAMPUS

Presented to : Dr. Generose Valdez In Partial Fulfillment of the Subject Management Problem and Analysis

Presented By: Tessie E. Abenoja BSHRM III-B

I. INTRODUCTION

A hotel normally is an accommodation place where people lodge, stay for some time. A hotel may have a restaurant inside it wherein food and beverages are served. Under one roof, it is usually called a hotel and restaurant. It is a place where people enjoy the services in exchange of money. Many hotel and restaurant also offer other services like sauna, swimming pool, conference and party rooms, etc. One of the goals of a hotel and restaurant is to ensure the customer’s satisfactions. They monitor customer satisfaction in order to determine how to increase their customer base, customer loyalty, revenue, profits, market share and survival. The hotel wants to make their customers happy and see customer satisfaction as the key to survival and profit.

II. PROBLEM / DEFICIENCIES

Main Problem: What will the management do, especially the director of food and beverages with regards to the Sea Grill Restaurant in the decline of customer satisfaction? Sub problems: a. How will the restaurant improve the attentiveness of food attendants, spread of the services and quality of foods served to ensure customer satisfaction? b. What is the most appropriate type of restaurant to be replaced with “Sea Grill Restaurant” to satisfy the customers?

III. ANALYSIS

The main problem of the study is about the decline of customer satisfaction in the hotel’s Sea Grill Restaurant. . The most recent survey of the hotel indicates that this decline is due to the attentiveness of food attendants, the spread of services and the foods served doesn’t meet the satisfaction of the customers. The service the restaurant provides isn’t enough for the customers. To meet customer satisfaction, what will be the possible things to do? Another is that Sea Grill Restaurant is not appropriate because the name itself signifies it is sea food place and some guests commented it’s odd to eat breakfast in a seafood place. What if the hotel changes the type of restaurant and its name to appropriately provide the needs of the customers?

IV. RECOMMENDATIONS

There are hotels that provide surveys to the customers to know whether the customers are satisfied with their services. Just like Sunny Hotel, it shows on its recent survey that the Sea Grill Restaurant operated by it doesn’t meet customers’ satisfaction. Customers’ concerns are the food attendant’s attentiveness, the spread of the services and the food they served. On the food attendant’s attentiveness, the management should train the attendants to get to know customers and relate to them on personal level. The attendants should put their attention on the customer’s orders, what kind of food or beverages exactly. The attendants should pay attention if the customer’s needs. While on the spread of services the restaurant renders, the management should see to it that the services they provide are well organized and the staffs are well instructed. They may also consider comments or request of the guest in the service they want to have. And lastly on the food they served, the restaurant should make it sure that these foods are well cooked and tastes good for them to satisfy the customer and get their loyalty. The restaurant may also consider the food they serve is presentable. Some customers commented that the type of restaurant isn’t appr opriate to their needs. The hotel may change the type of restaurant it has. It should have a restaurant wherein foods are not only sea foods just like its Sea Grill Restaurant. It may change Sea Grill Restaurant to People’s Taste Restaurant wherein foods served are meat, fish and vegetables. It may also serve breakfast, lunch, dinner and “meriendas”.