“SALLY BEEFAND REEF RESTAURANT”

In the case of the sally beef and reef restaurant I come across a story about the

importance of making sure all employees are trained correctly and following the

same procedures. If one wants to provide exceptional service, it should be

consistent with each employee. It is crucial that a manager not only focuses on how

their business is doing as a whole but also a focus on what is causing their business

t run the way it is. Also to consider that it may not be employee’s fault but the

fault of their own. In this scenario, a problem arises between an employee and

manager. The employee has not been trained properly, working their way, but still

managing to provide exceptional service for the customers. However, when it

comes to an important day where the business must show that the employees are

the following service procedure, the employee is left unsure of the correct serving

standards that employees must follow. This then results in the manager

confronting the employee telling her sha has ruined the business reputation with

headquarters. To employee is left shocked and reconsiders permanently work for

them in the future. This shows that the reason this situation occurred is because

of the manager’s improper training, not knowing how to be successful in service

recovery, and having no communication. One can not expect an employee to change

their ways after they have been praised for something that have been doing for

two years.

When it comes to the position of the manager, he should have trained and

specify what he wants from his employees. If the manger wanted the employee to

know that the service procedure was essential to know then he could have

explained that in her training. He could have explained that is necessary to use it
on important days like the one they had, but not on the other days, or if it was a

set procedure that all employees must follow. Overall communicating what he

expects his employees to know. And also consistency is key and if every customer is

receiving the same high-quality service, then it can help main the restaurant’s

image the same and create a brand for themselves. Just like the book that Ive’d

read there state that when the employees follow the procedures, they perform

task correctly and provide consistently customer service. This enhances the quality

of your organization’s product and services.

Overall, the problem for this case stems from improper training and

employees not taking the initiative of asking questions. The business focus should

be on their understanding their guest wants and needs and providing exceptional

service. There should be better communication within the establishment, as well as

knowing how to be successful in service recovery. If there was more organization

and preparation for that day of the mystery shopper, this situation could not have

occurred but since the manager assumed everyone was on the same page, it

resulted in a downfall for the company.