Training and Develpoment

1) The customer complained that there was no follow-up regarding her being overcharged by the restaurant, due to the inefficiency of management where the management took their roles and responsibilities lightly. There could be lack of transparency in the management as well, resulting in the lack of follow-up of complaints from customers. Management could also be under fire and constraints due to lack of employees.

The food was not up to expectation mostly due to the reasons of minimizing the cost, hence the cut in quality especially when it comes to raw materials, whereby the management opted to buy low quality fresh produces in wholesale. The kitchen is also facing some expertise problems, where they do not have enough professional chefs on the floor. They served non-freshly made dishes (i.e. leftover food to be served to the customers – in their effort to minimize their cost).

The waiters were not very helpful especially in providing excellent services to the customers. They are also lacking of proper etiquette and professional attitude especially when dealing with tough and fastidious customers (I.e. insufficient care and details in serving the customers – no proper utensils and serviettes provided, slow services, unfriendly). The restaurant, having hired a lot of foreign workers (in their bid to save cost) faces communication barrier and breakdown, among the workers themselves and between them and the customers.

2) Yes, training is absolutely needed for the full service restaurant because there have been many complaints from the customers regarding the service provided. Also, because the upper management have seen that the restaurant never achieved the expected target profit.

3) (a)The type(s) of training recommended, the reason(s) why the training is important:

(i) Waiters:

Training on customer relation skills (how to handle different customers, their appearances and attitudes), communication skills (how to communicate in a good and...