Goldilocks, Sm San Lazaro

In: Business and Management

Submitted By esem16
Words 877
Pages 4
QUALITATIVE - OBSERVATION - RECOMMENDATIONS
Store Inside/ Outside
From the outside, the store is very attractive because it displays its cakes and pastries which look very delicious. And when you enter, inside the store is clean but the space is limited. You have to fall in line when choosing what to buy, then you have to fall in line again to pay for your order, it is because of the limited space. Even the tables and chairs are placed close to each other.
If expanding the store is inconvenient, then maximizing the space and organizing the store should be their priority.

Order-Taking
In taking our orders, the crews of Goldilocks are not that accommodating. They are snob because they did not even ask us what we would like to order as an additional to our prior order. They simply input what we order then that’s it. They are very mechanical. Even the security guard, he looks so tired of what he does. Another thing is that they have a lot of counters but only one counter is open.
They must manifest some hospitality as what the Filipinos are best known. They must also hire more people to satisfy or serve their customer properly and for them to always have open counters especially during peak hours.

Dining Experience
Because of the limited space, it makes difficult for us to sit and place all our orders on our table, not because we ordered a lot but because the table was small. But the overall dining experience was good. The service personnel are all helpful. One thing that we noticed is that when we asked for water, the customer will be the one to go to the refilling station.
Maybe they should assign personnel to be responsible for giving water to their customers. It is a simple thing but it builds customer relationship.

Service Quality
In service quality, some of the dishes in the menu are not available. Also, they have a poor quality of service…...

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