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Mr. and Mrs. Jones had booked a table at a restaurant for their 5th wedding anniversary, but upon arrival found no record of their reservation. They were seated at a small table in the back and experienced long delays and poor service throughout their meal. When attempting to complain and get an apology, no staff were available to speak with them. They were very unhappy with their experience and will not return to or recommend the restaurant.

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17 views3 pages

Answer

Mr. and Mrs. Jones had booked a table at a restaurant for their 5th wedding anniversary, but upon arrival found no record of their reservation. They were seated at a small table in the back and experienced long delays and poor service throughout their meal. When attempting to complain and get an apology, no staff were available to speak with them. They were very unhappy with their experience and will not return to or recommend the restaurant.

Uploaded by

Gil
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Part A - Evaluate practices for quality service provision and identify

any failings Assessment Scenario

Mr and Mrs Jones were looking forward to celebrating their 5th wedding anniversary in style and had
great plans for their special evening. Mr Jones decided to book a table for two for dinner at the recently
refurbished Cape Lighthouse, a restaurant with commanding views over the Coral Sea.

To ensure a nice table with views for this occasion, Mr Jones had contacted the restaurant 2 months prior
to make a reservation with a male staff member who appeared to be very professional. The booking was
then confirmed by telephone with Alex, a waitress, 1 week prior to the booked date.

On their anniversary Mr and Mrs Jones arrived at the restaurant; however, they found there was no
booking in their name. Staff were unable to locate any booking information. Mr Jones was asked whom he
had spoken to, to make the reservation and provided the details of staff; however, this was somehow
shrugged off and they were asked to wait at the entry to see whether a table could be arranged.

As it was a Friday night the restaurant was busy. Mr and Mrs Jones had to wait 15 minutes before they
finally were led to a small table the back of the restaurant near the kitchen doors.

After a further 15 minutes they were attended to by a drink waiter who took their order for an aperitif. The
Joneses placed their food and wine order and their entrees arrived after 30 minutes. The white wine to go
with the entrees did not arrive and the drinks waiter seemed to ignore their eye contact.

The main course for Mr Jones arrived within 5 minutes after the entrees had been cleared, however Mrs
Jones’ meal did not arrive for another 20 minutes.

Mrs Jones was terribly upset with the service and was almost on the verge of leaving.

When Mr and Mrs Jones went to pay the cheque on their way out, Mrs Jones was expecting an apology
from the restaurant staff with regards to their booking and the delay in the service, unfortunately no one
was around even to talk about it.

Mr and Mrs Jones decided that this was the last visit ever at this establishment. They definitely would tell
their family and friends about their dining experience at Cape Lighthouse.

Task
Address each of the following questions relating to the case study.
 
 

1. Identify Mr and Mrs Jones' customer needs and expectations in this case study. What would a
customer expect not only on an important occasion like the mentioned anniversary but on each
occasion when visiting an establishment?

Response
 
 
 
2.What could be the likely effects of this incident for the business and custom down the track if the
customer service issues are not addressed?
Response
 
3.You are the General Manager of the Cape Lighthouse and the experience of Mr and Mrs Jones has
come to your attention.
 
You are determined to make contact with the customer to attempt to resolve the issue and achieve a
positive outcome. Draft a letter which clearly outlines the steps you will undertake to contact Mr and
Mrs Jones and how you will try to solve the issues. (This could be used as guidance for a telephone
conversation for contact).
 
Response
 
 
 
4. Considering Mr and Mrs Jones' recent experience, it is important to assess if there are recurring issues
with customer service at the Cape Lighthouse. How will you determine if this is a one-off issue or if there
are persistent problems? Outline your approach.
 
Response
 
 
 
Policy development
 
5.You are required to develop a policy and procedures for each of the following problem areas
which were evident:
 

1. Bookings
2. Staff Presentation / Greeting / Hosting
3. Reporting requirements / staff hierarchy (General Responsibilities and who is to be contacted in
case of an issue - if your industry sector varies [events, cookery, tourism, accommodation] you
may use the hierarchy which is commonly relevant to that industry sector)
4. Customer Service Procedures for Service (Orders, timelines, attendance)
5. Dealing with complaints

 
Each policy needs to include:
 

1. The policy name: Dealing with complaints

 The aim or purpose


 The details of what is included
 The procedures included to achieve the purpose 
 What are the requirements to train staff to be able to perform the procedures?
 How will this policy and its effectiveness be monitored and evaluated?
 To whom will this policy be made available? How?

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