NAME: TIMBAL, ZAIRA V. COURSE/YR. AND SEC.

: BSHM 4 – 1D
SUBJECT: Quality Service Management in Tourism and Hospitality

CLASSIC SAVORY (SM EAST ORTIGAS BRANCH)

Chosen Hospitality Establishment

Most of our family's special occasions are celebrated by a simple dinner on

Classic Savory in SM East Ortigas' branch. As a returning restaurant customer, I
evaluated their service based on my experiences every time I visited their
establishment. Overall, when it comes to their product services, it's good, but it's not
something to die for. The food prices are reasonable for its serving size, taste, and
quality. However, it seems like the standardization of the recipes was neglected. Being
a returning customer, we can quickly notice the difference in the taste of the same dish
every time we return. Their performance is quite okay. Booking a reservation is
sometimes hard because this restaurant is a hit, especially during weekends. When it
comes to their reliability, the staff could provide service as promised. Our foods were
delivered in less than or precisely the promised time. The staffs were also attentive and
responsive to our requests. Additional orders were also given to us fast. Classic Savory
is a casual dining restaurant, so I can say that they already meet the standard and
qualities when it comes to conformance. The prices were affordable and perfect for
family gatherings. They were generous with the serving size, and the foods were tasty.
The place itself is comfortable to dine in. The tables, couches, and restroom were clean.
There are no signs of roaches or bugs around the area, making the dining experience
more convenient. The durability of the products was also quite good. The quality of our
take-out foods can last up to 2 reheats before their quality lessens. Regarding the
restaurant's ambiance, you can quickly tell that Classic Savory is Filipino-Chinese-
themed because of the decorations and interiors. The restaurant used wooden chairs
and tables to justify their theme, and there were also banderitas hanging around in
some areas. The lighting is good, not too dark and not too bright. Their aircon inside the
establishment was not functioning well, and sometimes it can affect our dining
experience. Overall, the service product quality of this restaurant is high, using the
expected standard of a casual dining restaurant.
Service setting is the physical environment or background in which service is
rendered. It paints an idea to clients, customers, stakeholders, and employees on how
service would be in tangible and intangible features and appearance. In my opinion,
Classic Savory's service setting is of high quality. Starting with the ambiance, the
restaurant is satisfying the customer's experience by creating a mood that the customer
favorably perceives. The classical background music is perfect for setting the mood
while eating. The music isn't loud, allowing us customers to have a series of
conversations while having a meal. The spatial layout of the restaurant was just right.
The customers and staff can move smoothly without disturbing anyone. These create
the visual and functional service-scape for delivery and consumption. Chairs, tables,
utensils, and the overall place were all clean and comfortable to dine in. The staff
always made sure to clear the table once the customer was done with all their business
inside the restaurant. When it comes to the lighting, I can say that it's contributing to
setting the establishment's mood. However, there were times that some of the lights
were not functioning well, and somehow, it can turn the restaurant dark and gloomy. In
my opinion, there's no need for the restaurant to undergo the process of redesigning its
service setting. However, some areas need to be improved when it comes to it. Service
process redesign aims to boost efficiency while also enhancing service quality. The goal
of the redesign is to minimize the number of service failures, shorten the completion
time, increase productivity, and improve customer happiness.
Service delivery can be described as the customer's way of measuring the
restaurant's efficiency. The process needs to be efficient to meet customer
requirements and satisfy them. With my experience in Classic Savory, I can say that I'm
satisfied with how they deliver their service. The staff greeted us with a genuine smile
the moment we entered the establishments. They were also attentive in attending to our
needs and requests. Enthusiasm can be seen in the way they're delivering the request.
Staffs were also flexible in adapting to the specific needs of the customers. It was a
good service; however, some areas need to be considered. As we were having our
meal, the staffs were too loud, chitchatting when free at work. Their noises distracted us
customers who just wanted to have dinner peacefully. Then, some foods that were
served to us were already cold, including the soup. Other than that, the service delivery
was good and can meet the quality of a casual dining restaurant.
NAME: TIMBAL, ZAIRA V. COURSE/YR. AND SEC.: BSHM 4 – 1D

ACTION PLAN
GOAL: Development of staff professional development program to be presented during staff meeting.
PURPOSE: To help the staffs to improve their professionalism and performance during work hours.

PERSON(S) RESOURCES
STEPS REQUIRED EXPECTED OUTCOMES
RESPONSIBLE NEEDED
Conduct an orientation to After the orientation, staffs will be
ensure that the staffs fully more knowledgeable about their
 Managers  Personnel
understand their job duties and jobs. They will also know the
 Staffs  Time
functions and what the overall importance and what are the dos
outcomes of the job entail. and don’ts.
The staffs will undergo a special
training about customer service,
employee professionalism and Employees conduct themselves
 HRM  Personnel
attitude that will last for a professionally in view of
 Staffs  Time
month. Front staff should be customers and other employees.
trained to tackle critical
customer-facing situations

Establish a Professional
The staff will be monitored
Development Committee to  Personnel
 Administration professionally by the established
oversee the undertaking of  Time
committee.
needs assessment.