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Zack & Vita
Tutor: Prof. Margaret Chen
SERVICE MANAGEMENT
CONTENT
• Introduction
• Overview of Research Target
• Customers Service Encounters
• Customer Survey
• Service Recommendations
• Summary
INTRODUCTION
OVERVIEW OF RESEARCH TARGET
• Name of the facility: Finga’s Base Camp
• Manager: Chef Dereke Bruce
• Location ; Facilities: At 61 Zhongming South Road, Taichung.
• Product and Service: Foreign cuisine
• Target market: Adults, Foreigners
• Atmosphere: Foreign themed casual decorations
• Number of employees: Over 30 persons
• Number of years in business: 18 years
CUSTOMERS SERVICE ENCOUNTERS
Case Study A
Spain Youngsters Socialization Outing
CUSTOMERS SERVICE ENCOUNTERS
Case Study B
Married American Returners
CUSTOMERS SERVICE ENCOUNTERS
Case Study C
Students’ Expedition
CUSTOMERS SERVICE ENCOUNTERS
Overview
1. Shuttle of socialization
2. Authentic Foreign Food
3. Innovative market
CUSTOMER SURVEY
70%
30%
Nationality Origin
Foreign
Local 80%
20%
Regular / First-timer
Regular
First-timer
Overall Ranking of Satisfactory
Additional Comment:
1. Bathroom could use some upgrading. 2. The boss is very friendly.
Criteria Ranking (from 1 to 10)
Food 8.5
Atmosphere 8.0
Service 7.5
Hygiene 7.0
Price 8.5
The Boss 9.0
Overall Satisfactory 8.5
SERVICE RECOMMENDATIONS
• Potential up-scaling & upgrading
• Organizing FOH crew to different division (eg: Maître’d)
• Implying / integrating Taiwanese cuisine into menu
SUMMARY
A restaurant runs differently with the concept developed by its owner. Management of a restaurant determines how high the restaurant could achieve.
Despite having the opportunity of upscaling and greater earning, Chef Dereke carries on with casual dining to feast more people on the economic scale. Although having less domestic support, Chef Dereke insisted to bring the traditional foreign cuisine rather than acculturate to local preference. His concept also making Finga’s as one of the most authentic foreign cuisine restaurant ranked in Taiwan.
Standing for 18 years in business proven Finga’s Base Camp managed to keep most of its customers’ loyalty. Customers’ loyalty is build from Chef Dereke’s interacting and receiving feedbacks from customers, as well as low-cost foreign dining experience.
THANK YOU
Question & Answers
