Topic: Monitor work operations

Case Study- Organising workflow to prevent customer complaints and difficult situations

As a manager at Boleros Restaurant you are required to organize your floor and bar staff to ensure the smooth running of service at all times. Nevertheless the hospitality industry is always full of surprises.

One Sunday afternoon of Father's day your restaurant is fully booked. You are expecting a full house of customers to arrive within 1 hours for the lunch period. At last minute a table of seven phoned up to inform you that they are delayed and will not be there for at least half an hour. As time goes by the table of seven arrive and being a lovely sunny day, suggest that they would like to sit outside. 'This is fine' the manager replies and sets their table up outside. During this time more and more tables arrive for their bookings, a couple early and the rest on time. With so many guests arriving at the one time (25) it puts a lot of pressure on the floor staff and kitchen to deliver the quality of service expected.

As time goes by customers are becoming upset as they have been seated for quite some time and still haven't received any drink menus and - not to forget - they haven't even received and water on this hot day.

As orders overflow in the kitchen pass, entrees and meals are delayed. 15 minutes goes by before any entres leave the kitchen. Going back to our table of seven they begin to demand for their food and their children get restless and start to run around the tables, disturbing other clients. Just before their meals arrive, a gentleman from the table gets up and informs us that he cannot wait any longer, and has to leave - stating he doesn't want his meal anymore. The kitchen staff are furious!!

As the afternoon comes to an end the table of seven is ready to leave and when they go to pay present a voucher for $100. As the manager is about to clear the voucher and wish them a happy afternoon notices that the voucher has expired and cannot accept it.

Well this has been one hectic day at Boleros for not only the manager but all the floor staff and staff.

Please answer detailed answers for the following questions:

1. Overlooking there situation how could the manager at Boleros planned his afternoon to run more smoothly? Consider the workload of each individual worker and the tasks that they had. How could the Manager have delegated duties clearer?
2. What were the main problems that had arisen at Boleros this Sunday afternoon and how would you have dealt with them? Please provide short term solutions for these situations that could have made everyone's (customer/colleagues) more enjoyable.Also discuss the long term solutions to prevent this from re-occurring

Thank you so much for your help!