Best Practices of Elyu Dampa

on their Food and Beverage Service Operations

A Research Study

Presented to the Faculty of

The College of Business and Accountancy

Saint Louis College, City of San Fernando, La Union

In Partial Fulfilment

Of the Requirements for the Degree

Bachelor of Science in Tourism Management

By

Amate, Justine Zeus

November 2024
 Indorsement

This research paper, “Best Practices of Elyu Dampa on

their Food and Beverage Service Operations,” is submitted

to the Hospitality and Tourism Management as a requirement on

the THC 2 (Risk Management as Applied to Safety, Security and

Sanitation). The study investigates the operational strategies and

customer service practices of Elyu Dampa, aiming to provide

valuable insights into the successful management of a food and

beverage service establishment. The research is intended for use

by restaurant operators and students in hospitality management,

offering a detailed analysis of service practices that ensure

customer satisfaction and operational efficiency. This study is

recommended for review by the faculty, believing it meets the

academic standards set forth by the department and will be a

valuable addition to the hospitality industry.

 Approval

This research paper, “Best Practices of Elyu Dampa on their Food

and Beverage Service Operations,” has been reviewed and approved

by the course facilitator of Saint Louis College as part of the Tourism

and Hospitality Program. The study was carefully evaluated based on

its methodological rigor, relevance to the hospitality industry, and

contribution to understanding best practices in food and beverage

service operations.

Mrs. Remelyn Liclican, MBA

Course Facilitator
 Acknowledgment
The researcher would like to thank to the management and staff of

Elyu Dampa for their cooperation, sharing their insights and experiences

which were crucial for understanding the core of their operations.

Additionally, his appreciation goes to the participants who willingly

shared their feedback during interviews, allowing for a comprehensive

understanding of customer satisfaction at Elyu Dampa. His heartfelt thanks to

his family and friends for their encouragement, and to the faculty of Tourism

and Hospitality for providing the opportunity to pursue this research. Without

their support, this study would not have been possible.

 Dedication

This research is dedicated to the dedicated staff and

management of Elyu Dampa, whose commitment to quality service

and customer satisfaction has made their establishment a top choice

for diners. It is their hard work and passion that inspired this study.

The researcher also dedicate this work to his parents, who have

always been his pillars of support throughout his cademic journey.

Their unwavering belief in his potential has been a source of

motivation.

Finally, this work is dedicated to future students of hospitality

and tourism management, with the hope that it serves as a guide and

inspiration to continue improving the standards of service in the food

and beverage industry.

 Abstract

Best Practices in the Food and Beverage Service Operation:

Case Study in Elyu Dampa Restaurant in San Juan, La Union. This

qualitative research will try to find out the best practice for food

and beverage service operation of Elyu Dampa, popular food that

people love dining in San Juan, La Union. The methods used were

in-depth interview with staff and management and observations

of the daily operation of the study area. Strategies of successful

delivery in food and beverage service are probed through

conducting this study. Major themes that are ensued and

identified are customer-centric service, efficient workflow

management, and maintaining high standards of food quality.

The study emphasized the fact that there is the need for the

proper establishment of a customer relationship and adaptation

of the preference of a customer in achieving service excellence.

Recommendations from the findings are beneficial to other food

service establishments looking to boost their service operation

and satisfy the needs of their customers.

 INTRODUCTION

A. Background of the Study

Introduction

The food and beverage service industry is one of

the most competitive in the hospitality industry. In this

kind of industry, customers are continually imposing

new needs on businesses. The already stringent service

standards continue to evolve. To sustain customer

attraction, service management plays a big role in the

fields’ accomplishments. The focus of this research is

Elyu Dampa, a popular dining place in San Juan, La

Union, which has a “dampa” style of ordering fresh

seafood through informal, customer-centric

arrangements. The restaurant’s innovative approach

wherein the customers personally select fresh seafood

and then have them prepared according to individual

taste is a manifestation of dining experiences that are

most personalized.

For the industry, it is very important to understand

best practices that ensure operational success in

establishments such as this one, especially in tourist-

driven markets like San Juan. Studies so far have

highlighted customer’s satisfaction and service quality

as important restaurant success factors. For example,

being responsive and empathetic while still having a

well-managed workflow is very crucial. Moreover,

according to research, ensuring that fresh ingredients of

excellent quality are offered daily is seen as a good part

of customers’ experience (Brown & Mitchell, 2019). For

instance, according to Alonso and O’Neill (2010), it has

been researched that providing local produce for small

hospitality enterprises holds very great advantages

about the food quality besides having a positive effect

on customers’ satisfaction.

This quality study of service in Elyu Dampa would

attempt to evaluate the given dimensions by

considering the relativities of reliability, responsiveness,

and assurance while using the SERVQUAL model.

Through such analysis, there would be a consideration

of the factors that facilitate the quest for customer

satisfaction and loyalty. The practical insights gathered

from the outcome of this study are expected to be

useful as guides for other food service establishments to

improve their operations toward fitting the changing

likes of customers.

Theoretical Framework

The theoretical aspect of this research will be

based on the Service Quality (SERVQUAL) model. Using

this model, service is appraised in terms of dimensions

like reliability, responsiveness, assurance, empathy, and

tangibles. These are the dimensions upon which Elyu

Dampas’s service delivery will be appraised, that is, how

well the restaurant meets the expectations of the

customers.

To this effect, the research will consider

Herzberg’s Two-Factor Theory to determine the extent to

which the quality of service received has been

influenced by the job satisfaction level of the

employees. Through this study, an integrative approach

will be pursued in analyzing customer experiences as

well as the perspective of the staff in drawing factors

that are helpful for successful service operations.

Review of Related
 One of the leading concepts emphasized in a

customer-centered service in the food and beverage

industry is that it affects the attitude and loyalty of the

customer. As explained by Kotler et al. (2014),

“Customer satisfaction is based on perceived service

value,” while the SERVQUAL model conducted by

Parasuraman, Zeithaml, and Berry in 1988 maintains

that five dimensions are vital in influencing the

difference in service quality. The five dimensions

identified are reliability, assurance, responsiveness,

empathy, and tangibles. Elyu Dampa allows customers

to choose what seafood they will be having for dinner

and how they would like it prepared-that is completely

in line with Brown and Mitchell's study in 2019 that

proved individualized service creates satisfaction in

customers and that Hyun and Han, in their study in

2017, claimed that experience tailored to the person

creates repeat business.

The fresh nature of the ingredients is core to the

dining experience. Alonso and O’Neill, 2010 claims that

the use of available and fresh local produce boosts food

quality, which is central to customer satisfaction. Elyu

Dampa’s model allowing the choice of fresh seafood by

a customer fits this view and should appeal to the

ecoconsumer, as posited by Lee and Hwang, 2018.

Besides, workflow management should be efficient,

considering peak hours. According to Ryu and Han

(2011), Kimes (2017) opines that the implementation of

table management systems can improve services.

Employees’ satisfaction would directly impact

service quality since motivated employees offer better

quality customer services. Herzberg’s Two-Factor Theory

(Herzberg, 1966) outlines hygiene factors and

motivators and how these influence employee

performance, of which Kim et al. (2017) concurs when

they state that cherished employees exhibit higher job

satisfaction and improved customer interface. Lastly,

the restaurants boost local tourism, according to Telfer

and Wall (2000), because unique dining experiences

elevate regional appeal. The importance that Elyu

Dampa places on having fresh seafood not only appeals

to locals but also attracts tourists, in line with Buhalis

and Costa’s observation that culturally integrated

restaurants differentiate themselves in competitive

markets.

Statement of the Problem

 What is the best practice in food and

beverage service operations at Elyu Dampa?

 Through what channels do these best

practices help in customer satisfaction and

loyalty?

 What approach does Elyu Dampa use to

keep in check service quality and efficiency?

Importance of the Study

Restaurant Owners. This study employs the practice

selected to enhance the operations, with the end result

being higher customer satisfaction and loyalty. This

study can be considered as a guide to other food and

beverages establishments looking forward to

streamlining the service delivery, optimum workflow of

its processes, and adapting the desires of the

customers.

Students and Researchers. In hospitality and

tourism management, the knowledge acquired in the

practical application of service quality theories such as

SERVQUAL shall enable them to gain even a more

profound understanding of good management practice

bridging the gap between academic theory and real-

world operations. Local Tourism Authorities. They

can make the results of the study a tool for upholding

standards that would comply with their expectations as

visitors. Further, this would enhance the region as a

dining place even as it vies with San Juan, La Union, as a

dining destination.

Consumers. Indirectly, it will benefit because of

enhanced quality service that will deliver better dining

experiences and satisfaction they can get during their

visit in a place like Elyu Dampa.

Definition of Terms

Dampa. A Filipino dining concept where customers

select fresh seafood from a market and have it cooked

to their preference at nearby restaurants, often

emphasizing a communal and casual dining experience.

Customer Satisfaction. The measure of how well a

company’s products or services meet or exceed

customer expectations, reflecting their overall

experience and feelings towards the brand.

Service Quality. The assessment of how well a

delivered service meets customer expectations, often

evaluated through dimensions such as reliability,

responsiveness, assurance, empathy, and tangibles.

Fresh Ingredients. Food items that are minimally

processed, not preserved, and are typically in their

natural state, ensuring better flavor, nutritional value,

and safety for consumption.

Staff Training. The process of equipping employees

with the necessary skills and knowledge to perform their

job effectively, enhancing their performance and

contributing to the organization’s goals.

Hospitality and Tourism Management. The study

and practice of managing various aspects of the

hospitality amd tourism industry, including hotels,

restaurants, and events, focusing on customer service,

operational efficiency, and overall guest experience.

Service Efficiency. The ability to deliver services in a

timely and effective manner, minimizing waste and

optimizing resources while maximizing customer

satisfaction.
 METHODOLOGY

B. Methods and Procedures

Research Design

A qualitative research design was adopted. The

interviews and observations included here were

conducted to open up the service practices within Elyu

Dampa.

Study Site and Locale

The study was undertaken in San Juan, La Union.

In said place, Elyu Dampa has taken its place as one of

the hotspot dining places in town, famous for seafood

meals and dishes.

Data Measure

Semi-structured interviews with management and

staff were conducted to gain insight into their

perspectives on service practices and challenges. An

observation of daily operations helped in better

understanding how all these strategies are practically

implemented in place.

Data Collection Procedure

Key persons on staff, such as the manager and

head chef, were provided with in-depth interviews to

discover the ways they manage their service standards.

The observation was made during peak dining hours to

know how the system relating to the flow of service was

managed while with customers.

Data Analysis

The interview transcripts and field notes were

then subjected to thematic analysis in order to come out

with repeating patterns and themes that will be derived

in order to come out with a very important theme, which

then will be placed within the context of the theoretical

framework in terms of understanding Elyu Dampa’s

practices against their industry counterpart’s best

practice.

Ethical Considerations

All respondents were enlightened on the reasons

for carrying out the research and their rights to

withdraw from the study at any point in time. Informed

consent was sought before interviewing them and all

information about respondents had de-anonymized to

conceal anonymity. No detail sensitive operation

concerning Elyu Dampa was revealed in the course of

the research.
 RESULTS / FINDINGS

C. Findings and Discussions

Clear customer engagement and consistent quality

service drove the success of Elyu Dampa. Training programs

for the staff focus attention on customer service, reflected in

the good responses from patrons. The restaurant feature

allowing customers to make their selection of seafood and

cooking style offers lots of personalization within one’s dining

experience, thus why repeat customers will be attracted. This

is true for the SERVQUAL model; in this model, responsiveness

and empathy are critical factors in achieving customer

satisfaction. These observations also reveal the coordination

of the employees during peak hours so that even though it

may be full, it becomes efficient at times when it is needed.

It Is supportive because, just like other studies, they

proved that customer-centric service plays a very important

role in the food and beverage industry. From this Elyu Dampa

personalized approach to service that offers customers a

customized order according to individual preference, just like

other studies similar to this one that produced findings that

 say personalization will be valuable in experience especially

when dining out.

SUMMARY, CONCLUSION AND RECOMMENDATIONS

D. Summary, Conclusion and Recommendations

Summary

The research paper “Best Practices of Elyu Dampa

on their Food and Beverage Service Operations”

examines the strategies and practices that contribute to

the successful operations of Elyu Dampa, a popular

seafood restaurant in San Juan, La Union. The study

makes use of the qualitative methods like in-depth

interviews with staff and management as well as direct

observation of the daily operations to see how Elyu

Dampa sustains a high level of standards in customer

service and operational efficiency.

The identified themes include, first and foremost,

a customer-centered service, efficient workflow

management, and the assumption of commitment to

preserve high-quality food. A measurement of the

quality of service and employee satisfaction through the

SERVQUAL model and Herzberg’s Two-Factor Theory

indicates that paramount elements leading to customer

satisfaction and loyalty include personalized customer

experience, rigorous training of staff, and emphasis on

freshness and quality.

Conclusion

The operations of Elyu Dampa in food and

beverages have really thrived with attention to

personalized customer service, efficient management of

peak hours, and its high requirements for quality food.

Its approach where customers are given the freedom to

pick whatever seafood and how it should be prepared

creates an experience that is only rivaled by repeat

visits.

It also raised the employees’ training for effective

service and sympathy, which establishes a

corresponding characteristic of SERVQUAL model in an

excellent service. The survivability of Elyu Dampa in the

competitive food and beverage business of San Juan, La

Union, was because it has an ability to respond toward

customers’ tastes and preferences really capable of the

operation management.

Recommendations

To achieve service excellence, Elyu Dampa must

continue investing in more rigorous staff training

programs that hone skills in customer engagement and

service efficiency. Such a mindset will help ensure that

its staff is adequately equipped to adapt to new

expectations from customers and deliver quality,

consistent service. Further, extending the type of

personalized service would further enhance the dining

experience.

For instance, menu boards and options showing

seasonal catches or offering customized side dishes

allow potential customers to build attraction to such a

restaurant and give repeat customers other reasons to

return. Implementing digital solutions such as table

management software, or even mobile order systems,

for example, could speed service at peak times, thereby

reducing wait times for customers. With a systematic

feedback system, like surveys or online review sites,

Elyu Dampa would be able to listen for and keep track of

changing preferences and better tailor the service.

Last is that Elyu Dampa should benchmark

industry practices often to enable the restaurant to

adapt new strategies in order to stay competitive in the

food and beverage service sector.


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APPENDICES