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.