Food and Beverage
ANSWER
- How should Joe Molina introduce himself when he arrives at table sixteen?
Joe needs to say, “Good evening, I am the general manager.” This is a show of professionalism and politeness necessary when managing services.
- Should Joe let the guests do most of the speaking at first, or tell them he is already aware of the situation, reciting what Janice told him?
Joe should let the guests speak first so that he can obtain their side of the story for effective decision-making. Understanding their perspective and side of the story enables clear communication and clarification, which becomes easier to assist them, remain professional, and a mechanism to maintain guest/employee relationship.
- Should Joe pull up a chair and join the party of four, or remain standing?
Joe should remain standing to look formal, professional, and maintain a body language that communicates sincerity.
- Should Joe taste the wine to be sure it is spoiled, or should he accept the opinion of the guests?
In this case, Joe must be careful in the decision he makes, but should not taste the wine at all. Primarily, he should own up the mistake, empathize with the guests, and reassure them of the sanitary guidelines integrated and met in the restaurant. Tasting the wine is like an ‘insult’ to them and Janice, as he would be calling them both liars. In the corporate world, the common phrase is that customers are always correct. Thus, Joe should just take ownership and assure the guests that he is fixing the problem. This helps solve the dispute and even alleviate any tension created.
- What can, or should Joe do right now to ameliorate the situation?
Joe can ameliorate the problem through three main strategies; primarily taking ownership of the problem and reassuring the quests of sanitary protocols taken I the restaurant. Secondly, he should apologize to the guests for the identified problems and finally fix the problem by offering free entrées currently or in their next visit.
- Would you have switched Janice and Lilian as the server responsible for the table sixteen?
It is plausible to switch Janice and Lilian to maintain cordial relationships between the staff and the guests. This is because guests’ satisfaction and creating an atmosphere guests feel welcome is imperative. The change will also be beneficial for Janice, as it will enable the disconnection of the tension that was beginning to build up; thus, relationships maintained.
- Once the entrées are served, should Joe do anything more in relationships to the guests?
Once the entrees are served, Joe can apologize once again, reestablish the guests’ satisfaction with the meals and services, and probably offer free entrées or freebies in their next visit. He should also say formal and warm goodbyes to the guests to show mutual understanding and good faith efforts.
