Rufus and Emma own CoffeeVille. Rufus is a qualified chef and studied culinary arts in Switzerland. Emma completed the Advanced Diploma of Hospitality Management with The Sydney Business and Travel Academy and for the past 7 years worked as café manager in a 5-star hotel.

The café has a friendly and cosy environment, situated in a popular inner-city suburb. The location is fantastic, on transport, next to a park and a gym.

CoffeeVille’s mission is to always provide a unique and compelling cafe experience for the socially aware professional and inner-city coffee drinker. Serving high-quality coffee, superior hot and cold gourmet food and beverages and consistently high level of expert and knowledgeable, fast and friendly service. Rufus sources fresh and locally sourced seasonal quality products and designs seasonal menus.

Their clientele ranges from the early 20s to mid-50s. The café is popular with students from close by colleges and universities. On weekends the café is filled with locals and during the working week, takeaways are very popular with local businesses.

To ensure that their customers are happy, Emma developed and started giving out customer surveys which revealed the outcomes listed below:

• A total of 1500 surveys was handed to customers and 903 surveys were completed and returned
• 783 came back with cosy feel and relaxing atmosphere in the café (overall the café is going well)
• 5 came back with slow service and ☹ (sad face) for the serving staff in the café
• 487 came back as an excellent location, great park and a gym are close and good atmosphere when sitting inside, excellent coffee products, good drink choices overall and good contemporary food
• 46 stated that the response when calling for takeaway orders is slow and customers need to wait on the phone to order
• 10 stated that lately orders were not delivered on time or incorrect orders were delivered
• 250 came back from local officers wanting more available foods for takeaways
• 20 expressed to speed up the ordering system because they have limited time during work and that ordering via phone, which is often busy, wastes time and sometimes they just go elsewhere
• Lately, and during the COVID periods, most customers started to ask for cashless payments as most customers want to use their mobiles, smart watches or cards to PayWave so they don’t have to touch money.

In addition, last week the café received a message on the answering machine with a complaint from a customer who received his delivery cold and late.

Scenario 1:

In this scenario, you are taking up the role of either Emma or Rufus. Your job is to review the feedback received from the surveys, analyse it and then advise the staff of the issues and list ideas for improvement.

The café has regular meetings which are held on Monday afternoons every 2 weeks. This is the slowest time for the café during the week. Normally you take notes during the meeting and prepare a communication’s report which is then emailed to all café staff to ensure that those who could not attend know what has been covered.

Next Monday, the café kitchen has scheduled maintenance and the café will be closed. Perfect time to get all staff together and plan for the future success of the café. As the café is closed, there will be no rush to prepare for dinner service. You will be taking time to present the outcomes of the surveys, deliver information on possible improvements and solutions, and engage the team in reviewing all information you presented, gain the teams ideas and confirmation on the ideas. To make things easier to discuss and deliver, you decided to develop suitable visual a presentation to accompany your delivery and planned discussions.

Can you please refer to the CoffeeVille case study, review and analyse the café’s documentation and information, and:

Identify opportunities for improvement which the café should implement to improve the café’s services, image and product to customers?