Case Study Challenges in Managing Laparia Sabrina works in an established casual restaurant in Kuala Lumpur...

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Case Study Challenges in Managing Laparia Sabrina works in an established casual restaurant in Kuala Lumpur city center named 'Laparia', which operates from 9.00 am - 11.00 pm., as an Outlet Manager. The restaurant is famous for its delicious fusion Italian-Malay-Chinese Indian cuisine offered at an affordable price. Laparia receives a lot of recognition through social media from friends, relatives and media. Due to that, she must get part-time workers to handle a large number of customers. Most of the part-timers are students who cannot come to work in the daytime but can only work during the evening shift. Sometimes, the students cannot to work for personal reasons, causing Sabrina to be short of staff. After some time, Sabrina started to receive complaints about mistakes in orders, long waiting time, and angry customers. 4 Food and Beverage Service Management (HTCB3023) January 2022 Final Examination CONFIDENTIAL To fix these problems, she hires permanent foreign workers to meet the demands of the customers. Due to the busy operations, she only managed to train the staff on the basic daily routine and the menu. She did not have time to train the employees on hazards, cleanliness, safety, and proper communication. The new foreign staff has challenges to communicate in English too. Some of the new foreign staff have problems pronouncing the names of the Italian items in the menu, which the customers found unprofessional. As a result, the situation has turned from declining performance to worse. Due to her busy schedule, she also did not have time to catch up with the customers. At the same time, the owner of the restaurant is considering opening more branches as the que is always getting longer and some of the customers do not want to wait for vacant tables, and there are other restaurants nearby too. Sabrina is now tied up with the situation and realizes that she needs to take quick action to control and recover from the disaster. Source: Handling Customers Professionally, Fundamentals of Food and Beverage Operations, Oxford (2018). 1. Discussion questions: a) Describe Sabrina's challenges in managing Laparia. (10 Marks) b) Discuss TWO (2) potential risks in not training the new foreign staff on the procedures stated in above case. Relate your answers to the customers' perspective. (10 Marks) c) Prepare an action plan to improve the problem with the new foreign staff's communication problems. (10 Marks) d) Suggest a way for Sabrina to manage her loyal customers. Use developing product- customer relationship framework to explain your answer. (10 Marks) Case Study Challenges in Managing Laparia Sabrina works in an established casual restaurant in Kuala Lumpur city center named 'Laparia', which operates from 9.00 am - 11.00 pm., as an Outlet Manager. The restaurant is famous for its delicious fusion Italian-Malay-Chinese Indian cuisine offered at an affordable price. Laparia receives a lot of recognition through social media from friends, relatives and media. Due to that, she must get part-time workers to handle a large number of customers. Most of the part-timers are students who cannot come to work in the daytime but can only work during the evening shift. Sometimes, the students cannot to work for personal reasons, causing Sabrina to be short of staff. After some time, Sabrina started to receive complaints about mistakes in orders, long waiting time, and angry customers. 4 Food and Beverage Service Management (HTCB3023) January 2022 Final Examination CONFIDENTIAL To fix these problems, she hires permanent foreign workers to meet the demands of the customers. Due to the busy operations, she only managed to train the staff on the basic daily routine and the menu. She did not have time to train the employees on hazards, cleanliness, safety, and proper communication. The new foreign staff has challenges to communicate in English too. Some of the new foreign staff have problems pronouncing the names of the Italian items in the menu, which the customers found unprofessional. As a result, the situation has turned from declining performance to worse. Due to her busy schedule, she also did not have time to catch up with the customers. At the same time, the owner of the restaurant is considering opening more branches as the que is always getting longer and some of the customers do not want to wait for vacant tables, and there are other restaurants nearby too. Sabrina is now tied up with the situation and realizes that she needs to take quick action to control and recover from the disaster. Source: Handling Customers Professionally, Fundamentals of Food and Beverage Operations, Oxford (2018). 1. Discussion questions: a) Describe Sabrina's challenges in managing Laparia. (10 Marks) b) Discuss TWO (2) potential risks in not training the new foreign staff on the procedures stated in above case. Relate your answers to the customers' perspective. (10 Marks) c) Prepare an action plan to improve the problem with the new foreign staff's communication problems. (10 Marks) d) Suggest a way for Sabrina to manage her loyal customers. Use developing product- customer relationship framework to explain your answer. (10 Marks)