Philippine E-Journals

THE HEART OF SERVICE ENCOUNTER OF MILLIE’S RESTAURANT IN STO. TOMAS BATANGAS

Roselle M. Simon | Rosse Lyn A. Bautista | Angelica G. Umandal | Maria Aurea T. Princena

Discipline: Education

 

Abstract:

Nowadays, the hospitality industry focuses on external customer satisfaction to the neglect of internal customer satisfaction which must also be satisfied to extend quality service to the guests. This study assessed the services in the dining area of Millie’s Restaurant through survey. Interview with an internal customer who was an employee and with the restaurant manager was conducted. Observation was made through checklist on the compliance of the staff in following the standard service.