Service Recovery Evaluation $$ HOSP$122$

Please see below for three different service failures. Imagine you are the Restaurant Manager in each of these scenarios. How would you recover the experience for these guests? Refer to Module $02$ found on your course shell under $$Content$.$ You are to provide answers for all three failures.

As a reminder, no two guests and no two restaurants are the same. To be successful in this, you need to think about the style of the restaurant and the level of the complaint. You will not treat them all the same. Please answer in complete sentences with detail $$ what wording would you use when approaching the table$/$the guest? How would you communicate with your staff to ensure a smooth recovery? There is no word count minimum as long as you provide sufficient evidence that you understand service recovery, restaurants and guest service.

Scenario $1$: Restaurant Style: Fast Casual $$ Your fast casual restaurant is busier then normal during the lunch rush and the line up is long. You begin to run out of some popular items from your salad bar. One guest is visibly upset and is raising their voice at your staff. Their complaint is that they have already waited for $15$ minutes to order and now their lettuce and protein of choice is no longer available and you have ruined their lunch. You need to step in and fix the situation, what are you going to do$?$

Scenario $2$: Restaurant Style: Fine Dining $$ a family of four, who are regulars, show up for their Sunday night dinner reservation at $7$:$00$ p$.$m$.$ The problem quickly reveals itself; the reservation is not showing up in the restaurants Open Table system. You realize that one of the hosts inputted the reservation for the following week. The restaurant is full and you do not have a table available at the moment. One of the family members is celebrating a birthday and they are becoming visibly upset and ask to speak to you. How do you begin to recover this?

Scenario $3$: Restaurant Style: Family Casual $$ a table of $5$ is out having some food and drinks before they head to a comedy show. $4$ out of the $5$ meals show up and only then does the server realize they forgot to ring in and order the $5$th meal leaving one guest without their dinner. The guests are already on a time limit and the server starts to panic and runs to get your input. What do you do$?$