Caselet - Pizza Hut Family Outing

Sudhir Malhotra on his promotion as Zonal Sales head, Airtel decided to take his family out to Pizza Hut outlet at a prominent MG Road Mall. Despite the hot June evening, his 2 kids were very excited. He tried to book a table but the number kept coming busy for the next 10 minutes after which he gave up and decided to go there directly.

On arrival at the mall, he could not find any parking and nor could he locate the parking attendant who could guide him to locate a parking slot or tell him the waiting time. After making 2-3 rounds around the Mall, he could finally find a slot.

Despite parking frustration, the family on entering the Mall rushed excitedly to the Pizza Hut outlet. But on reaching, they were once again greeted by huge rush waiting outside the restaurant and it appeared that most Gurgaon families had converged to the outlet. It was quite a challenge for Mrs Malhotra to keep the kids engaged. After waiting for 20-25 minutes, the family could get a table but by that time the kids were sleepy. To make matters worse, the waiter came to take order only after 10 minutes and that too after Mr Malhotra complained to the Restaurant Manager. Further, the air conditioning was just not effective.

Though the pizzas were fine but the family definitely regretted their coming to the outlet. While leaving, Mr Malhotra went over to the Restaurant Manager to convey his disappointment. To his shock, instead of any apology, the Manager's reply was that this waiting problem would last for only next 2-3 weeks when the schools would reopen.

Question:

As Service marketer, how do you analyse the demand and capacity issue. What would be your recommendation to the restaurant manager to ensure better service experience for its customers?