Group 3: Abreganna, Casiao, Monroid, Pakanna

Service Quality Management Scenarios

1. Facts about the case study:

Quality service is critical because it increases customer satisfaction, trust, and

loyalty. Satisfied clients are more inclined to return and refer a company to others, which

contributes to long-term success. Furthermore, excellent encounters might result in

positive reviews and a good reputation, which is vital in today's competitive industry

Furthermore, a good quality service distinguishes a company from its competitor,

resulting in a competitive advantage. It decreases client complaints and enhances the

possibility of repeat business, ultimately leading to higher revenue and long-term

growth. Consistently providing good service boosts the entire brand image, establishing

the company as dependable and customer-focused.

2. Problems/Issues and Challenges:

● Problem 1: Bad Communication within the dining room and kitchen

brigade.

The kitchen didn’t inform about the available ingredients in the

kitchen. Hence, the miscommunication between the staff and the

customer.
● Problem 2: Clueless/Unaware Staff

The servers/staff should be aware about the menu and know about

the good food to sell to the customers.

● Problem 3: The front desk is not aware and knowledgeable enough about

the restaurant.

The front desk attendant did not wait for the 3 ring mark before

answering the phone and she isn’t formal when talking to the

customers. The front desk attendant was also flustered and kept

the customer waiting because she keep walking in and out of the

call. They did not ask all the important information as they should.

● Problem 4: Short staffed

The manager is also at fault because they are short staff and they

asked someone not knowledgeable enough about the front desk

work. If they had enough staff to cover someone’s work for that

they, they wouldn’t have to ask someone who isn’t capable enough

to do the work.

● Problem 5: Failure to comply the customer’s request

The customer has already asked three times, and the server is still

not complying with the customer’s request. The customer had a

complaint about the food because she was not enjoying it.
 ● Problem 6: The server is doing something without informing the manager.

The server made a decision without informing their manager. This

led to miscommunication and invalidated the promise that the

server gave to the guests.

● Problem 7: Arrogant manager

The manager was rude to the guests, and they did not really fix the

situation. The manager was only making the situation worse as

they did not side with the customer.

3. Alternative courses of action

● Problem 1:Bad Communication within the dining room and kitchen brigade.

Solution: Establish communication protocols to provide clear channels of

communication. Everyone in the kitchen should understand who to report

to and how information flows.

● Problem 2: Clueless/Unaware Staff

Solution: Implement comprehensive training programs for newly hired

and ongoing training for current employees. Cover menu knowledge,

customer service, point-of-sale systems, and any restaurant-specific

processes.
● Problem 3: The front desk is not aware and knowledgeable enough about

the restaurant.

● Solution: Create a knowledge base. Create a thorough base of FAQ

paper that front-desk personnel can resort to for common questions.

Include details on restaurant services, facilities, area or location, menu

and prices.

● Problem 4: Short staffed

● Solution: Cross-train employees to work several positions, ensuring staff

flexibility. Hire qualified personnel to work different jobs.

● Problem 5: Failure to comply the customer’s request

● Solution: Evaluate any current regulations and procedures that may have

contributed to the failure to comply.

● Solution: Revise policies to better meet the requirements and

expectations of customers.

● Problem 6: The server is doing something without informing the manager.

● Solution: The server should follow the hierarchy of the workplace so that

this situation will not happen again.

● Solution: Never bypass any superior at work because it will fall under

bigger problems.
 ● Problem 7: Arrogant manager

● Solution: Consider providing leadership coaching to the manager.

Professional coaches can help you improve your leadership and

interpersonal communication skills.

● Solution: It's possible to correct arrogant employers' opinions and

decisions and make them realize they are incorrect, but there are hazards

involved. You could, for instance, inform your employer of the dangers or

unfavorable effects of a suggested course of action. These could include

the loss of your boss's reputation or future employment opportunities,

unhappiness on the part of his or her own supervisor, or clientele walking

away. Rather than presenting your own viewpoint, this makes you an ally

and puts you in the position of a messenger.

4. Conclusion

We believe that providing good quality service is a relationship-building process

that extends beyond meeting fundamental requirements. It requires making

favorable emotional connections, building trust, and encouraging loyalty.

Prioritizing these concepts allow organizations to not just meet but exceed

customer expectations, resulting in a long-term success and a positive brand

reputation, crucial in a competitive market.

5. GUIDE QUESTIONS:

A. What are the possible solutions to avoid these kind of problems in the

future?

To avoid these kind of problems, the first thing that the establishment

should do is fix the root of the problem. By doing this essential step, the

restaurant work flow will be smooth and there won’t be any problems in

the future.

B. Who are the key players of in this situations?

The key players in this situations are the managers, staff, and the

customers. They are the ones who kept the business running.

C. What can we learn from the scenario?

There is a thing or two we can learn from the situation, which is never

underestimate the art of training and always be professional. This will help

the restaurant boost its reputation and it will leave a mark on the

customers which will result in a repeat business.