Answer to Part 3 – question 1:

When I arrived at the counter there were two people active. One woman in a black shirt (I assume the manager) and one regular employee in white clothes. The employee was stocking some ingredients and the manager greeted me with ‘good morning’. I was very obviously looking and thinking, but the manager did not ask me anything. Instead, she went to the back to restock straws and took her own time. When she came back I asked for the size of a juice by lifting one up. She answered with the size and confirmed it was freshly squeezed when I asked if it was fresh or not.

One I took the juice she asked if I wanted to eat something too, so I kept on looking to the screens and the menu book on the counter. Nothing was asked or suggested. Eventually I asked if I could order a sandwich and I picked the ingredients. Both the smashed and cut avocado did not look fresh and appealing, all brown, so decided not to choose avocado. After choosing the ingredients I asked for the price and the manager told me she would charge me a ‘Caprese’ sandwich, because I selected similar ingredients. She asked if the sandwich needed to be heated up, instructed the employee what I ordered and directed me to the checkout, where I paid the juice and sandwich with the employee and he started to make the sandwich afterwards. No additional items, ingredients or extra’s were offered. During the checkout proces an foreign manager or boss stopped by, everyone greeted him, and the manager of the store explained they were preparing and cleaning at the moment.

At the same moment, more customers approached the counter and another female employee in white clothes showed up and she approached the new customers in front of the counter very friendly and asked them actively what their appetite was and she explained about the menu. Something that did not happen to me. Once the sandwich was ready the employee asked if it was to eat in or take away, and when I asked for a bag to take away, he wrapped the sandwich in a big paper bag. The juice was packed in another paper bag. There where no carry bags available, which was quite inconvenient, since I had luggage, an extra handbag and now two paper bags that are difficult to carry. The employee wished me a good day and the manager smiled at me when I left the restaurant.

Answer to Part 3 – question 1:

I arrived at 21:30, the whole airport was very quiet. When I arrived at the restaurant there were only three other customers. I approached the cashier, as the other customers did, and we were rerouted to the ordering area. I read the menu and what really looked appealing to me was the burger, but it wasn’t really in the price range I’d expect to pay unfortunately. I also noticed the juice menu, but when someone else ordered a juice before me and I saw that they were given the pre-made juices, with floating bits of fruit in them, I decided not to order a juice, since I thought it would be freshly made and the displayed juices were not very appealing. Instead, I ordered a Corona and a cheese and tomato toasty.

The staff were very polite and engaged me through our the whole ordering process. When I questioned about gluten free bread I had to repeat my question a few times. Its unclear to me if the staff (mis)understood or if she just said “oh no” as she didn’t understand my question. The whole ordering process was quick and timely. The cashier asked me if I wanted to have anything else, nothing particular, beside what I ordered, which I friendly declined. I did not stick around at the venue to eat my food as I ordered it to go. The sandwich was tasty but I would have preferred it to be a little more toasted as the mozzarella wasn’t very melted. Overal it was a good experience.

Answer to Part 3 – question 1:

I arrived at dinner time, which is rush hour for the outlet obviously. The staff looked slightly stressed because of the number of orders. As soon as I knew what I wanted to order I went to one of the staff to place the order. The staff that helped me did not greet me, and there was no explanation even after I asked which types of bread there was available for the ham and mozzarella sandwich, and if I could choose between different kind of breads.

After my order I was send to the cashier. He greeted me, but not with a sincere smile. It was on a ‘robotic’ way actually. He did not offer any extra’s or upsell, so I did not make use of any extra cakes, add-ons, or anything like that.The drink came very fast after I paid the bill. The sandwich arrived three minutes after that. The sandwich tasted ok, it was warm, although I expected it to be more pressed like a real panini. Overal the experience was ok.

Answer to Part 3 – question 1:

I arrived at the outlet around 17.10, it was packed with customers. Everyone behind the counter and in the kitchen looked busy. There were at least 8 people in front of me lining up to take the order. When it came to my turn, I’ve made a decision of what to order from the menu I saw on the top behind the counter.

The staff who took my order looked friendly and approachable, she greeted me, I told her I want the Italian burger. I didn’t ask much about the menu, it looked pretty clear to me. I asked about the different kind of lettuce they had, and one by one she pointed out and named the lettuces. After that, she asked if I want it dine in or take away, and asked if I wanted to order anything else, which I declined. I paid with cash and she gave me exact change, the receipt and a table number. I sat on a small table in a corner and my order came around 10 minutes later. The person who delivered and took away the empty plate was also friendly, always with a smile on his face.

I like the burger, the brioche buns were not too hard, the patty was warm and delicious. I wish it had more parmesan in it though. But overall it was good.