Case study 3 (10 marks)

Mr. Hamed always eats in Fun Caf restaurant. The restaurant is known for its neatness, furnishings, and antique furniture. It also has an open kitchen where cooks prepare food right in front of customers eyes. Also, the cooks wear hand-gloves as they cook and maintain good hygiene. Mr. Sameer is a waiter in the restaurant. Every time Hamed visits the restaurant Sameer welcomes him with a smile. Also, Sameer has good dressing sense, wears a cap, covers his hands with gloves, etc. He attends customers with a pleasing personality, maintains respectful body language, has patience serving customers, etc. One reason Hamed visits Fun Caf more often is the good and timely service provided by Sameer.

Like always Hamed visited the restaurant and found the restaurant having more customers and waiters are busy serving them. Hamed was looking for Sameer, but he did not find him. He took his seat and was waiting for an waiter to come and take his order. He waits and finally calls out for a waiter himself with name Suraj. He was little arrogant and is untidily dressed.

Hamed says that he is waiting for thirty minutes and he is not given with the menu even. Then waiter Suraj says that he is busy and asks Hamed to wait. Hamed then says that he cannot wait any longer and he will leave and not visit the restaurant again. Waiter Suraj then says to Hamed No problem, we can manage without customers like you. Hamed felt insulted and leaves the restaurant.

Question 3:

i. Comment on waiter Sameers non-verbal communication skills and discuss how ambience of Fun Caf restaurant can contribute to its success. (4 Marks Answer in 100 125 words)

ii. Do you think effective communication and physical appearance of Fun Caf staff contributes to image building of the restaurant? Give reasons. (4 Marks Answer in 100 125 words)

iii. Do you think waiters dressing can really affect the intension of a customer who visits Fun Caf restaurant only to eat? Should it really matter? Explain. (2 Marks Answer in 50 75 words)