group assignment work

1. “Back to Basics–
theDelivery of aUnique
ServiceExperience”
M. Sc in
Inte rnatio nalInte g rate d Re so rt Manag e m e nt
F&BService –
Conrad Lobby Lounge
MB74630 – Jovita TOU
MB74634 – Katrina UN
MB74524 – Jiaqi CHEN
MB74690 – Jane CHAN
MB74631 - Samantha LAM
MB74684 – ZackFONG
Mentor: Prof. Dr. Glenn McCartney
Date of Presentation: 20 Nov 2017

2. Tableof Content
 Introduction & Objective
 Questionnaire
 Result
 Implications
 Suggestions

3. INTRODUCTION &
OBJECTIVE

4. Introduction
Conrad Lobby Lounge
•Located right at the center of Cotai Strip – Sands Cotai Central.
•Next to the Conrad Lobby. Tens thousands passes by each day.
•Operates 20 hours a day covers all meal period and wide range of food
•High fluctuation of business and not directly related to hotel’s
occupancy.

5. Objective
Using SERQUAL to evaluate the strengths and weaknesses of the
Conrad lobby lounge in orderto find a way to provide an unique
service experience to customers.
Method
Date of Research
•From October 28 to November 3
Survey Method
•Personal one-to-one interviews
and distributed SERQUAL questionnaire to customers
by service team.
Mission
To understand consumer’s expectation on creating a unique service
experience.

6. QUESTIONNAIRE

7. Questionnaire

12. Questionnaire
 150 authentic printed copies.
 120 are collected within time frame
 104 are validated.

13. Background Statistic
 n=104
 3% >18yo; 53% age 18-34 ; 44% age >35
 60% female ; 40% male
 16% Local ; 26% HK ; 36% PRC ; 25% Foreign

14. RESULT

15. Result

16. Result
 Overall the score of the five dimensions, the score range of item
mean in each dimension is from 4.31 to 4.69. Furthermore, the
reliability, responsiveness, assurance and empathy factor can
reach the dimension average score (4.54), only tangible
dimension have the score under average. It shows that the
Conrad Lobby Lounge should put more attention in this
dimension.
26/11/17

17. IMPLICATIONS

18. Implications- Menu
 Diverse Menu ---- menu design plays an important role in the
food and beverage industry as it can enhance the satisfaction
of the guest enjoying the food and service in the particular
restaurant or lounge or even hotel.

19. Implications– Tangible

20. SUGGESTIONS

21. Suggestions
 Suggestion from SERVQUAL result:
Provide alternative solutions to solve tangible problems
--- Blankets
--- Music show
Provide more types of choices on the menu with up selling
training

22. Suggestions
 Suggestion from observation:
More information about this redemption to customer, such as
having a page on menu for promoting, decorating an attractive
area for gift display, training and encouraging staff to do cross
selling.

23. CONCLUSION

24. Conclusion
 Overall rating is high at 4.54; lowest at Tangible at 4.31, highest
at Assurance with 4.69
 Suggestion of improvement with menu diversify & hardware
upgrading.
 The team hope this SERVQUAL module could also help local
F&B service for self-accessing and self-correcting.

25. THANK YOU