University Report: Evaluating The Bangkok Eatery's Performance

This report provides a comprehensive review of The Bangkok Eatery, a Thai restaurant located in Melbourne. It evaluates the restaurant across various performance areas, including food quality, customer service, beverage offerings, and ambience. The report highlights the excellent taste of the food, particularly the crispy pork belly stir fry and Massaman curry, while also pointing out areas for improvement, such as the limited beverage options (lack of wine) and aspects of the ambience and waiting times. Recommendations are made for the restaurant to enhance its offerings, including expanding the beverage menu with wine, improving the ambience through sustainable decor and live music, and increasing staffing levels to improve customer service. The report is based on a personal visit and uses primary data collection, providing a detailed analysis of the dining experience at The Bangkok Eatery.

1. DINING EXPERIENCE AT THE BANGKOK EATERY
DATE
STUDENT NAME
STUDENT ID
TUTOR’S NAME
TUTORIAL TIME
UNIVERSITY NAME
WORD COUNT

Student ID and name
2. Executive summary
The aim of this report was to analyse the 'Bangkok eatery' on various performance areas
namely customer services, beverage offerings, food and ambience. It could be observed from
the report analysis that the restaurant could be rated excellent in terms of food taste but it
lacks on some parameters of ambience and waiting time. Moreover, the number of options for
beverages are less and no wine offerings. These were the significant findings.
On top of significant findings, few recommendations have been suggested for 'The Bangkok
eatery' which include more options for hard beverages like wine, better ambience, use of
sustainable decor, provision of live music and increase in human resources to serve the
customers better and derive value for them.
2 | P a g e

Student ID and name
3. Table of Contents
1. DINING EXPERIENCE.........................................................................................................1
2. EXECUTIVE SUMMARY......................................................................................................2
3. TABLE OF CONTENTS........................................................................................................3
4. INTRODUCTION..................................................................................................................4
5. DISCUSSION ON DINING EXPERIENCE...............................................................................4
5. 1 Food at The Bangkok eatery........................................................................................5
5.2 Wine and soft drinks list...........................................................................................6
5.3 Service.........................................................................................................................6
5.4 Ambience.........................................................................................................................7
6. CONCLUSIONS....................................................................................................................7
7. RECOMMENDATIONS.........................................................................................................8
8. LIST OF REFERENCES.....................................................................................................10
9. APPENDIX.........................................................................................................................12
Menu card...........................................................................................................................12
3 | P a g e

Student ID and name
4. Introduction
The purpose of this report is to review restaurant named “The Bangkok Eatery” located at 53-
55 Marcus Road, Dingley Village & Braeside, and Melbourne. It is a Thai restaurant and
preferred by many of the citizens as per research (Yambunjong, n.d.). It provides an overview
of the restaurant and an analysis of the four key factors: customer services at restaurant, food
quality and taste, wine and beverages list / availability, and lastly ambience. The report is
prepared based on one visit; multiple visits could have altered the experience. It is prepared
based on primary data collection, as I have personally visited the restaurant had a meal on
Sunday afternoon. The specific restaurant has been selected because everybody prefers this
restaurant in my friend circle for Thai food, and I love Thai food hence I chose ‘The Bangkok
Eatery’ to be visited and decided to prepare report on the same (Leepaiboon, n.d.).
5. Discussion on dining experience
Name of Restaurant: The Bangkok Eatery
Address: 53-55 Marcus Rd, Dingley Village VIC 3172
Business hours: 4:30-10 pm
Seating Capacity: 60
Description: Real Thai Food
Attributes Poor Average Good Very
Good
Excellent
Food
1. Temperature 
2.Price 
3.Taste 
4 | P a g e

Student ID and name
Service Poor Average Good Very
Good
Excellent
1. Greeting 
2. Waiting
time to be
seated

3.Use
respectful
titles

Ambience Poor Average Good Very
Good
Excellent
1. Lighting 
2. Music 
3. Decor 
Beverage Poor Average Good Very
Good
Excellent
1.Knowledge
of staff (about
wine)

2.price 
3.value 
5. 1 Food at The Bangkok eatery
I had ordered one of the specialties of the Bangkok eatery. It was the crispy pork belly stir fry
and I would like to mention that it was worth having it. The dish was so crispy and tasty; not
only was the dish crispy but the meat was very tender and soft. I just loved having this dish at
Bangkok eatery and would like to recommend this dish to others as well. If I talk about the
staff and serving chef, they were so polite and they also greet us when we get the dish and he
ensures that the food is alright and then gives it to the customers (Aden, 2018).
I also ordered the Massaman curry with crying tiger salad and I must tell you that both these
dishes were very tasty and rich is Appearance. I took these dishes home as takeaways and I
really recommend these dishes as well. They are a good choice for takeaways.
5 | P a g e

Student ID and name
The dish I had at Bangkok eatery definitely met my expectations and I enjoyed the way the
food was served. The quality of food was just awesome. I definitely recommend this place for
exotic cuisine.
5.2 Wine and soft drinks list
The Bangkok eatery is one of the most attractive places with multiple options for food and
beverages. The restaurant primarily serves on soft drinks under beverages and no specific
wines are served here under hard drinks. The Bangkok eatery serves soft drinks, diet coke
and lemonade (small can and 1.25L variant as well).
I like lemonade too much so I ordered the lemonade can with food. The taste was just
authentic. They served me the lemonade with ice cubes. The lemonade was served in glasses
and the glass was nourished with mint leaves on a small umbrella to have mint flavor while
taking a sip. Not only was the taste of lemonade good, the glasses in which the lemonade was
served was elegant and rare. I found the price to be reasonable and as I mentioned the
peculiarity of the beverage was combination of lemon with coriander leaves. Other drinks
include diet coke, Pepsi and red bull energy drinks.
5.3 Service
The customer serves at Bangkok eatery was just fantastic. I was received well by the manager
and was guided to a good place. As I went on weekend, I had to wait a little long, that was a
negative but otherwise it was a good experience. The chef and waiters also greeted me before
serving the dish that we ordered. The welcoming was fantastic.
6 | P a g e

Student ID and name
The staff advised me on the specialty of Bangkok eatery and also explained about the
ingredients of that dish. The staff including managers and waiters looked properly trained
with knowledge about various dishes and subsequent ingredients.
As mentioned, I had to wait a little as it was a weekend and the service time was fair enough.
I would recommend digitization at Bangkok eatery so that the orders can be processed
quickly and wait time would reduce.
5.4 Ambience
The ambience at the restaurant was very good. There was a light instrumental music that was
played and the ambience at night was very cozy. They had wonderful theme lights which
were not so bright and made the restaurant look elegant. The soft lighting concept was one
thing I liked the most as I do not prefer bright lighting. The air conditioning was fair enough
but not comfortable. People were talking very loudly and hence there was a lot of noise. The
seats were not so comfortable and all the decor were made from single use plastic. However,
the Restaurant was very hygienic and clean and food served was very tasty. From ambience
perspective, I would rate it a little lesser as compared to other outlets.
6. Conclusions
The report has been prepared on ‘The Bangkok Eatery’ food situated in Dingley Village &
Braeside, and Melbourne. Through this review, it has been found that the food and services at
restaurant are superb, but are let down by the food variants. The restaurant is still working on
small scale hence there are many areas which can be improvised and deliver better experience
to their customers. The restaurant is highly preferred for its food quality and price. The
customer service at Bangkok eatery was just fantastic. Chef and waiters also greeted me
7 | P a g e

Student ID and name
before serving the dish that we ordered. The welcoming was fantastic. The Restaurant was
very hygienic and clean and food served was very tasty. From ambience perspective, I would
rate it a little lesser as compared to other outlets (Golani, 2017).
7. Recommendations
In light of the above review, the following recommendations are made for ‘The Bangkok
Eatery’ restaurant based on personal experience and academic journals.
Variants in beverages should be included: It is essential to have variety of food and wine for
all age group as mentioned in several researches. The restaurant has variety of food but does
not have options in beverages. It was observed that the restaurant has only three types of soft
drinks available lemonade, coke and diet coke. The wines variety could have been added as
per my view. They can probably start by introducing 5 variants of wines. However, the
Bangkok Eatery is a small outlet started recently hence it would take time to include full
fledge meal course and wines in their menu. Still, people have appreciated a lot as restaurant
offers good menu with reasonable price and appropriate food quality and taste was
maintained which is suitable for individual and families (Kumar & Bhatnagar2, 2017).
More number of trained staff should be added: Although outlet is comparatively small and
cozy, number of customers served are approximately 60. And it was observed that restaurant
has been preferred for a greater number of takeaways also. As restaurant is offering range of
meals and menu with reasonable price and best quality, number of visitors are visiting the
place frequently. It is essential to have enough staff to serve the customers effectively
(SABIR, 2014). It has been preferred by middle income earner families and students. Hence,
the restaurant can’t be seen completely empty, it has number of guests coming in and out.
8 | P a g e

Student ID and name
Although, the existing staff is very efficient and quick, it is recommended to hire few more
skilled chefs and waiter to make the overall service more efficient and effective. It would
reduce waiting time. They can hire it on temporary basis on weekend to avoid the fix cost
labor cost and make experience more effective (openforbusiness.opentable.com, 2019).
Ambience can be improved: I visited the restaurant and observed that restaurant is clean,
tidy and cozy yet can be improvised. As such customers appreciates the way it has been
designed but what I feel is that the tables and chairs can be replaced with better and color and
quality. However, the existing dining reflects ancient looks but bright colors will attract more
customers and can enhance the overall experience. The chair should be replaced with low
cost sofas and bean bags. The crockery kept on tables can be replaced with better quality and
color. Live music can be added on weekend to improvise the overall experience.
Furthermore, all the décor should be made from sustainable products to make it more
environment friendly (Aldaihani, 2018).
Follow customer journey Map: It is recommended to follow customer journey map to deliver
better service and experience to the customers. It is important to take appropriate steps at
each stages where customers are getting in contact with our restaurant executives (Agius,
2018).
9 | P a g e

Student ID and name
Figure: Customer journey map (Agius, 2018)
8. List of References
Aden, 2018. 4 Ways To Maintain Restaurant Service Standards For An Impeccable Guest
Experience. [Online]
Available at: https://www.posist.com/restaurant-times/restro-gyaan/restaurant-service-
standards.html
[Accessed 6 October 2019].
Agius, A., 2018. How to Create an Effective Customer Journey Map. [Online]
Available at: https://blog.hubspot.com/service/customer-journey-map
[Accessed 6 October 2019].
Aldaihani, F. M., 2018. actors Affecting Customer Loyalty in the Restaurant Service Industry
in Kuwait City, Kuwait. Journal of International Business and Managemen, 1(2).
Golani, N., 2017. Factors Influencing Customer Satisfaction &. International Journal for
Research in Applied Science & Engineering , Volume 4, pp. 629-639.
Kumar, S. & Bhatnagar2, D., 2017. Factors Affecting Customer Satisfaction of Food and
Beverage. IOSR Journal Of Humanities And Social Science (IOSR-JHSS) , 22(9), pp. 65-71.
Leepaiboon, P., n.d. A Model of Consumer Decision-Making. [Online]
Available at: A Model of Consumer Decision-Making
[Accessed 6 Ocotber 2019].
openforbusiness.opentable.com, 2019. REPORT: What Guests Want in a Dining Experience
– and What Restaurants Are Getting Wrong. [Online]
10 | P a g e

Student ID and name
Available at: http://vuir.vu.edu.au/15627/1/Leepaiboon_2007compressed.pdf
[Accessed 6 October 2019].
SABIR, R. I., 2014. Factors Affecting Customers Satisfaction in Restaurants. International
Review of Management and Business Research , 3(2), pp. 869-878.
Yambunjong, P., n.d. IMAGES OF THAI CUISINE AND THAI RESTAURANT AMONG
TOURISTS. [Online]
Available at: http://www.ijbts-journal.com/images/main_1366796758/0060-Premruetai.pdf
[Accessed 6 October 2019].
11 | P a g e

Student ID and name
9. Appendix
Menu card
12 | P a g e

Student ID and name
13 | P a g e

Student ID and name
14 | P a g e

Student ID and name
15 | P a g e

Student ID and name
16 | P a g e

Student ID and name
17 | P a g e

Student ID and name
18 | P a g e

Student ID and name
19 | P a g e

Student ID and name
20 | P a g e