Decision Making and Problem Solving

Solve the Problem

Utilising the steps of problem-solving that you have learned about, solve the problem presented
in each scenario. Refer to the model answer given at the end of this document if needed.

SCENARIO 1

Lucy the hotel Manager is walking through a public space at her hotel when a Guest
approaches her and explains that she had a bad experience in her room this morning.
She proceeds to explain to Lucy that there was barely any water pressure in her shower
and that the water was running cold. The Guest informed Lucy that when she called to
report the issue, she was told that engineering has a lot of requests but that they would
send someone as soon as possible. The Guest is not happy with this solution and made
sure to let Lucy know.

1. Describe the problem:

2. Search out the cause/get the facts:

3. Define the problem:

© Copyright Lobster International S.A. 2019. All rights reserved. 1

Decision Making and Problem Solving

Solve the Problem

4. Develop alternative solutions:

5. Select the best solution:

6. Implement - Convert to action:

7. Follow up:

© Copyright Lobster International S.A. 2019. All rights reserved. 2

Decision Making and Problem Solving

Solve the Problem

SCENARIO 2

According to Guest feedback survey results, Guests have indicated that food quality is not
up to standard. The complaints ranged from food being underseasoned, to lack of
variety and no vegetarian options. The feedback includes that this is not ideal for any Guest,
but especially for a longer staying Guest, it is even worse.

1. Describe the problem:

2. Search out the cause/get the facts:

3. Define the problem:

4. Develop alternative solutions:

© Copyright Lobster International S.A. 2019. All rights reserved. 3

Decision Making and Problem Solving

Solve the Problem

5. Select the best solution:

6. Implement - Convert to action:

7. Follow up:

© Copyright Lobster International S.A. 2019. All rights reserved. 4

Decision Making and Problem Solving

Solve the Problem Model Answers

SCENARIO 1

Ryan the Restaurant Manager is faced with a lot of decisions to make on a daily basis.
Some more complex than others. We will look at how the decision-making process expands
or contracts, based on the specific needs of the decision to be made.

Example: An “easy” decision (requires the abbreviated process). Ryan has a server who
came to work today but halfway through the shift comes to him and says that he is not
feeling well. He is getting sick and running a fever.

1. Describe the problem:

A server complains that he is not feeling well during the shift.

2. Search out the cause/get the facts:

The employee says that he is feeling sick (not much to analyze here).

3. Define the problem:

The employee is flush and is visibly sick (not much to analyze here).

© Copyright Lobster International S.A. 2019. All rights reserved. 5

Decision Making and Problem Solving

Solve the Problem Model Answers

4. Develop alternative solutions:

Get the employee to complete the shift or,

Allow the employee to leave early or,

Have another employee pick up their section

5. Select the best solution:

Due to reservations being slow today Ryan opts for option B, sending the server home early and C, having another

employee pick up their section.

Sending the server home will avoid the potential spread of illness to food, Guests and other employees. An ill

employee will also not be able to perform at their best and might compromise the level of service, when ill.

6. Implement - Convert to action:

Send the ill server home early, gather all the servers and explain the situation and that you need a volunteer to

cover their section. Alternatively, you could approach a server, explain the situation and instruct them to cover the

ill servers section for the shift

7. Follow up:

Ryan may choose to send an email or make a phone call to the sick server, later on, to make sure he got home

safely and to see if he will be well enough to come to work tomorrow. This can also highlight Ryan’s ability to be

decisive as it is a simple issue he has certainly encountered before. Instead of panicking and calling in additional

staff, he knows from OTJ experience that he should first check the reservations and if they’re light, he can simply

transfer the section to the servers that are already on for the shift. This allows him to make the decision confidently

and expeditiously.

Take a moment to download the Course Summary from the Resources tab on the Learning Platform. Read through
the Summary to review the content covered in this course.

© Copyright Lobster International S.A. 2019. All rights reserved. 6