AD ALTA
JOURNAL OF INTERDISCIPLINARY RESEARCH
Pasteleria d´Avó Adélia, Entre Amigos, Jamón Jamón, Tasca
do Joel, table 2).
The research was conducted in October 2019. Visits were held
from Monday to Sunday in all daily interval (morning, lunch,
afternoon, evening).
Table 2: Selected restaurants
Code of
Restaurant
Type
City/Town
Region/District
R1
Family restaurant
Estoril
MA Lisbon
R2
Hotel restaurant
Lisbon
MA Lisbon
R3
Restaurant
Lisbon
MA Lisbon
R4
Coffee house
Sintra
MA Lisbon
R5
Hotel restaurant
Amoreira
Central Portugal
R6
Tavern
Baleal
Central Portugal
R7
Restaurant
Baleal
Central Portugal
R8
Canteen
Ferel
Central Portugal
R9
Hotel bar
Óbidos
Central Portugal
R10
Restaurant
Óbidos
Central Portugal
R11
Golf resort restaurant
Óbidos
Central Portugal
R12
Restaurant
Óbidos
Central Portugal
R13
Coffee house
Óbidos
Central Portugal
R14
Restaurant
Peniche
Central Portugal
R15
Restaurant
Peniche
Central Portugal
Source: Own elaboration, 2020.
a) Place & important visible information. This category
evaluated criteria: (1) name of the restaurant, (2) opening hours,
(3) payment possibilities, (4) other details (e.g. accessible for
kids, disabled person), and (5) parking possibilities. In this
category was important information which a guest can get
before his/her entrance to the restaurant.
All restaurants had a visible name, and they were well labelled;
apart from two restaurants that had small and poorly visible
names and designations around the corner. Some of the
restaurants did not inform at the entrance door about opening
hours and payment possibilities. We suppose that the necessary
pieces of information are important for guests. Majority of the
examined restaurants had no information about other details,
e.g., accessible entrance for disabled visitors, kids friendly,
dog-friendly, etc. Parking places close to the restaurant are also
important for visitors. Majority of restaurants disposes of with
parking places (for free or paid). If the restaurant did not have a
parking lot, the reason was a historical area location (table 3).
Table 3: Place & visible important information
Restaurant
Name
Opening
hours
Payment
possibilities
Other
details
Parking
Total
points
R1
2
2
0
0
0
4
R2
2
0
0
0
2
4
R3
2
1
1
0
0
4
R4
2
0
0
0
2
4
R5
2
2
2
0
3
9
R6
2
1
1
0
2
6
R7
2
0
0
0
3
5
R8
2
2
2
0
0
6
R9
2
2
0
0
3
7
R10
2
2
2
2
3
11
R11
2
2
2
2
3
11
R12
1
0
0
0
0
1
R13
2
0
0
0
1
3
R14
1
2
0
2
3
8
R15
2
0
2
0
2
6
Source: Own elaboration, 2020.
b) Atmosphere & cleanliness. This category focused on criteria:
(1) atmosphere, (2) table, (3) cleanliness of restaurant, (4)
accessibility of condiments, and (5) cleanliness of the toilet
(table 4).
Table 4: Atmosphere & cleanliness
Restau-
rant
Atmos-
phere
Table
Cleanliness
of
restaurant
Accessibility
of
condiments
Cleanliness
of
toilet
Total
points
R1
1
2
2
1
2
8
R2
0
2
1
1
2
6
R3
1
2
2
1
2
8
R4
0
2
2
2
2
8
R5
1
2
1
1
2
7
R6
1
2
2
1
2
8
R7
0
2
2
1
2
7
R8
0
2
2
0
1
5
R9
1
1
2
2
1
7
R10
1
2
2
2
1
8
R11
1
2
2
2
2
9
R12
1
2
2
1
1
7
R13
1
2
1
2
2
8
R14
1
2
2
2
2
9
R15
1
2
2
2
2
9
Source: Own elaboration, 2020.
Some of the restaurants did not evoke a good impression
because of the crowded places, no people inside, and no
welcoming atmosphere. Tables were generally prepared and
clean. The cleanliness of the restaurant was sufficient; some
small deficits caused by crumbs on table or floor,
the tables were filled with leftover dishes from a previous meal,
etc. Flavorings as salt, pepper or olive oil were available on the
table, eventually on request. The majority of the restaurants was
hygienic (with the cleanliness of toilets) by keeping the place
spick and span and implementing hygiene standards and
procedures. If there were some limits, they were caused by
poorly visible labels, not by dirt or impurity (table 4).
c) Menu. The mentioned category evaluated the visual effect of
restaurant offers, information about dishes and special offers
(seasonal, signature dishes, the specialty of the district, etc.).
All menu should inform the guest about the quantity of serving
dishes, price and allergens. These pieces of information missed
the majority of the restaurant´s menu (table 5).
Table 5: Menu
Restaurant
Information
about dishes
Special offer
Total points
R1
1
1
2
R2
1
0
1
R3
1
0
1
R4
1
1
2
R5
1
0
1
R6
1
0
1
R7
1
0
1
R8
1
0
1
R9
1
0
1
R10
2
0
2
R11
2
0
2
R12
1
1
2
R13
1
0
1
R14
1
1
2
R15
1
0
1
Source: Own elaboration, 2020.
d) Guest arrival. This category evaluated the behavior of the
staff during the guest´s entrance to the restaurant. Greetings and
welcoming were asked. The staff, in some cases, did not see
guest arrival. The main reason was the overcrowded eating area
or the lack of interest. We have to state that the majority of
waiters welcomed guests. Some of the surveyed restaurants had
a special reception for arriving guests. The hostess welcomed
them and showed them their table (table 6).
Table 6: Guest arrival
Restaurant
Greeting till 30 seconds
Welcoming
Total points
R1
1
1
2
R2
1
1
2
R3
1
1
2
R4
1
0
1
R5
1
0
1
R6
1
1
2
R7
1
1
2
R8
1
1
2
R9
0
1
1
R10
1
1
2
R11
1
1
2
R12
1
1
2
R13
0
0
0
R14
1
1
2
R15
1
1
2
Source: Own elaboration, 2020.
e) Order process. This category evaluated the behavior of stuff
during the guest´s stay in the restaurant. All processes from
salutation until serving dishes and beverages were assessed.
Generally, the order process in the selected restaurants was
evaluated as an ordinary standard level. We have to state the
- 302 -