Service quality and hosting in Kígyósi restaurant

The quality of the service has a huge impact on the guest experience, because no one wants to eat in a restaurant which has great food but for example has slow or impolite staff. It is also important from the company’s point of view to be able to deliver the service at the same level every day. To be able to do this, the management has to know their staff well and they need to select who they want to hire. However, the management also needs to take into consideration, that we are humans, we have better and worse days. So, our performance can be better or worse, but every staff member should try to deliver high quality service independently of their emotions.

If there is a problem with the service quality, than we have a great tool, called Gap model. With this model the management is able to find and correct the gaps. I wanted to set an example, so I decided to work with Kígyósi inn, which is a hungarian boarding house and restaurant. It is located in a national park in the middle of the country. I worked only with their restaurant, because of the limit of the characters. The restaurant does not have problems in any of the 5 gap areas, but I wrote both my negative and positiv thoughts to deeply examine every gap. I got all te information from Kígyósi inn’s page on booking.com (because I couldn’t acces to their original webpage), my experiences and from reviews.

Customer gap

According to my previous perceptions of similar restaurants in Hungary my expectations were not too high. I expected an á la carte restaurant, that serves traditional hungarian meals. I thought there will be a traditionally furnished big place with mostly hungarian guests and long waiting time before the customers get their food.

As I saw later, my expectations were broadly right, except that the delivery was quick and they have guests mostly from abroad. In the end of the day my opinion was, that the restaurant gave a lot better service than I expected. Furthermore, from the reviews I noticed that they can deliver the same level of service, every day, that I perceived.

Knowledge gap

I was never an employee in this restaurant, so I can’t say anything about the company’s provision of their services. However, they are attracting lots of guests every day, who fell in love with the restaurant after tasting their food. As I see Kígyósi inn sucessfully targeted their customer’s needs. The restaurant is located next to a busy highway, so it is a perfect place to stop when someone is on a long road trip. I already mentioned that they mostly have traditional hungarian dishes, which is an especially great idea. All the foreigners, who visit Hungary are interested in tasting our traditional flavours.

The policy gap

There is no problem in this section of the company, except that this idea to serve traditional dishes is a little bit standard in Hungary. Their service is fast and their food is delicious. Warmth and cosiness are the words that describe the place the best. According to the reviews people are satisfied with this restaurant’s service. Furthermore, Kígyósi inn is attracting all customers, who were dissatisfied with the nearby places (similar concept).

The delivery gap

According to my experience their staff is very friendly, helpful and their service is faster than other restaurant’s. The employees are able to efficiently work together and deliver a high quality service. I also checked what the reviews say, and according to them, the only problem is that the staff can’t speak english fluently.

The communication gap

There is no problem with communication in the company. Their advertisements are not over-promising, they are promising exactly what they deliver. In their website they are not sharing better looking pictures of the restaurant, like what a lot of other companies are doing.

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