1. ——Kiki Fred Monica Chloe Ariel Echo

2. Content Introduction Environment Product & service Staff Recommendations Conclusion

3. Introduction Reason Target market Operation background

4. Reason  located at the beachfront and gives a natural ambience  Relaxing and joyful atmosphere and excellent Portuguese food  It is same as a family  Not only a simple Portuguese restaurant but also a mirror of colonial history

5. Target market Local Portuguese Local residents Tourist from worldwide

6. Operation background  located at a huge bungalow with an open-air bar  But there are also some blemish in their facilities and services

7. A Unique Menu  Roast Suckling Pig, codfish, mussels, Veal, salad of ripe vine tomatoes  Mediterranean seafood  Stewed clams in wine sauce  Own bread & own vegetables  Drinks

8. Environment External:  At the bus terminal Hac Sa Beach

9. Environment Internal:  Looks as a normal cafes  A quiet garden between the two parts of restaurants  Web site

10. Product

11. Products  There is no doubt that the food in restaurant Fernando is authentic, delicious and distinctive.  Combining the quality and price of the food, the cost-effective we think is not relatively high.  E.g

12. VS Restaurante Platao

13. The service sequence  Long waiting time  Quick delivery service A good and different experience in Restaurant Fernando!

14. Staff Weakness  Lack of Staff  No service standard  Unprofessional outfit  No air conditioning, no ketchup, no baby chair.

15. Staff Strength  Thoughtful waiting area  Product knowledge  Patient communication

16. Use of technology

17. Low technology  Nostalgic restaurant with a long history.  Technology will ruin the whole taste of the restaurant.  Even though all tables are full, most of the time, the guest still wait with a long waiting list.  Only the cashier is using the computer as other restaurants do nowadays.

18. Weaknesses Lack of standard service The unreasonable price for the food No enough staff No update equipment

19. Practical recommendations  Need to wear the same uniform  Need to consider the guests’ consumption ability  Employ more staff to improve the service;  Update the equipment

20. Comments Success Professional in the aspect of the traditional Portuguese food The staff know what to serve A traditional taste and atmosphere fascinates customers Failure The high price and the less food will make the guests feel disappointed Its service still lacks of common standards The technology can be used to offer clients a more comfortable environment

21. As we know, there are a lot of factors to effect a client’s experience to a restaurant Conclusion FoodTechnology Service

22. Reference TTang Zhiping, Talk about the diet in Macao, Food and health, No.10, 1999-10. hhttp://fernando-restaurant.com/ hhttp://blog.yam.com/leo2016/article/16560939 hhttp://www.dianping.com/shop/584818 hhttp://www.tripadvisor.com/Restaurant_Review-g664891- d1064618-Reviews-Fernando_s_Restaurant-Macau.html