Case study analysis about communication problems in the restaurant industry. The report is about a locally owned business named Matador Spanish Cuisine and it focuses on the solutions to the communication problem the business is currently facing.

1. MATADOR SPANISH CUISINE
CASE STUDY ANALYSIS
BY
CLAUDIA GUERECA
MONIQUE GROESCHEL
SHANNON HILLERY

2. 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.

3. STRENGTHS
The 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….

4. DID YOU KNOW?

5. One in four restaurants close or change ownership,
with increasing numbers over the next couple of
years.

6. OUT OF THESE 4 RESTAURANTS ….

7. ONE WILL CLOSE

8. Reasons why the Matador is facing difficulties

9. WEAKNESS
The number of
Customers keeps
decreasing which is
affecting the
business’ profit
levels.

10. COMMUNICATION ISSUE
Poor listening and
communication is
creating unhappy
customers and
tarnishing the
business image.

11. WHO DOES THE PROBLEM INVOLVE ?
• The Wait Staff
• The Hostess’
• The Cooks
• The Bartenders
• The Managers
• The Owners

12. OPPORTUNITIES
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.

13. TREATMENT AND PROPOSED
SOLUTIONS TO THE CHALLENGE

14. EFFECTIVE COMMUNICATION

15. ATTRACTING AND MAINTAINING CUSTOMERS

16. Addressing customers complaints and opinions by offering
comment cards as an option to receive feedback

17. 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

18. A caring, positive atmosphere really
makes the difference between just a
place customers pass through and a
place the guests will remember.
Saying so…

19. 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 can
encounter while at work, and allow
them to correctly handle the situation,
especially those regarding difficult
customers

20. The program will ensure a warm, inviting, and professional environment in the
workplace between employees themselves as well as customers

21. AND FINALLY….

22. Matador Spanish Cuisine
Advertising allows
people to listen to what
The Matador is offering and what they are willing to put
forth in order to provide their customers an enjoyable
experience and excellent customer service.

23. 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.