Hospitality Fundamentals

Case Study

Part One - ‘A Very Unhappy Birthday’

| Service Errors made by staff | Solution to error |

1. | The car park lights were out, there were limited spaces, and the area was untidy. | Set the standard of the car park lights being on at appropriate times, having car parking spaces available and having the area become more sanitary. The staff at the restaurant need to be trained to the standard set by management and enforce the standard, such as cleaning the car park every few hours throughout the night. Management needs to monitor that the staff are cleaning the car park on a regular basis and ensure that the lights are still on until closing. Management then needs to amend the error if it is still occurring, like possibly set a specific staff member to a task throughout a shift. They might also need to change the training so they are able to turn on other lighting if needed or be trained in organising supplementary parking on busy nights such as Prom nights. Also on busy nights, the staff could clean the car park before any customers would start to arrive. |

2. | Customer was waiting for restaurant staff. | Set the standard that all customers should be attended to as soon as they arrive in the restaurant. Train the waiters to meet and great any customers that are standing and not being attended to, implement the training. Management then needs to monitor the staff and ensure they are attending when the customer enters and is waiting. Amend the errors, such as having more staff on a night shift or employing more busboys and reception staff. |

3. | Staff member shows a too familiar attitude. | The standard should be that, staff do not say any personal comments towards the customers, such as commenting on whether the visit is pleasure or business. Staff need to be trained as to what is considered personal and what is being appropriately friendly. This training then needs to be implemented into everyday service. The supervisor needs to watch their...