case analysis power point
TRANSCRIPT
MATADOR SPANISH CUISINE
CASE STUDY ANALYSIS
BY
CLAUDIA GUERECA
MONIQUE GROESCHEL
SHANNON HILLERY
THE MATADOR MISSION STATEMENT
The Matador is dedicated to raising the
status and awareness of Spanish food and
culture. Our mission is to operate a profitable
business that will provide the best and most
genuine product and service around. We are
committed to providing the highest level of
customer service, and will strive for customer
satisfaction.
STRENGTHSThe Matador has excellent Spanish cuisine
and a fun family friendly atmosphere. This
local business has branched out from a
single location in Juarez, Mexico, to
Multiple locations in El Paso and Las
Cruces, but….
DID YOU KNOW?
One in four restaurants close or change ownership, with increasing numbers over the next couple of years.
OUT OF THESE 4 RESTAURANTS ….
ONE WILL CLOSE
Reasons why the Matador is facing difficulties
WEAKNESS
The number of
Customers keeps
decreasing which is
affecting the
business’ profit
levels.
• Poor listening and
communication is
creating unhappy
customers and
tarnishing the
business image.
COMMUNICATION ISSUE
• The Wait Staff
• The Hostess’
• The Cooks
• The Bartenders
• The Managers
• The Owners
WHO DOES THE PROBLEM INVOLVE?
• In order to be successful in
this industry, owners must
make sure to attract and
keep as many customers
as possible. For this to be
attainable, they must learn
to listen to their customer
feedback and their
employees’ opinions.
OPPORTUNITIES
TREATMENT AND PROPOSED
SOLUTIONS TO THE CHALLENGE
EFFECTIVE COMMUNICATION
ATTRACTING AND MAINTAINING CUSTOMERS
Addressing custumers complaints and opinions by offering
comment cards as an option to receive feedback
PROMOTING A POSITIVE AND SAFE ATMOSPHERE FOR THE
EMPLOYEES TO LET THEM KNOW THAT THEY ARE BEING VALUED AND
HEARD, AS IT WILL ALSO CREATE A LOYAL STAFF THAT IS WILLING TO
ENCOURAGE GOOD CUSTOMER SERVICE
A caring, positive atmosphere really
makes the difference between just a
place customers pass through and a
place the guests will remember.
Saying so…
A training program that
includes hands-on methods
like simulations and role
playing for the employees to
be aware of the multiple types
of personality they canencounter while at work, and allow
them to correctly handle the situation,
especially those reguarding difficult
customers
The program will ensure a warm, inviting, and professional environment in the
workplace between employees themselves as well as customers
AND FINALLY….
Advertising allows
people to listen to whatThe Matador is offering and what they are willing to put
forth in order to provide their customers an enjoyable
experience and excellent customer service.
Matador Spanish Cuisine
CONCLUSION• Each challenge this small chain of restaurants is
currently facing can be surpassed by making a
few changes to the way management/owners
handle day-to-day business. Although it might be
hard to adapt, these small alterations will ensure
the company’s success as well as an overall
increase in profits.