Hospitality and food and beverage operations

 ANSWER

Mistakes in the Order Process

The order taker Rick fell short of the customer’s expectations in terms of impromptu service and responsiveness. It is apparent that Rick was not even aware which guest was making inquiries, and to add on his mistake, he let the customer know this by asking him about scrambled eggs. Rick then proceeds to transfer the blame to the customer for his poor service by giving an excuse about the guest hanging up before he could get room and order details. When the customer fails to answer Rick’s concern, the order taker proceeds to assure the guest will get the service. Rick then directs the chef to deliver Mr. Roberts right away. This begs the question if Rick had ignored or forgotten Mr. Robert’s order. Since the guest had not specified his order, how did Rick know what to deliver?

Customer service has to be lightning-fast and excellent. The delivery should have been made on time. If this did not happen because of a hung-up phone coversation as Rick claims, the order taker is supposed to make all efforts in the shortest time possible to establish whom the order was from. Their phone system could even have a log service with room numbers to establish which guests have called and at what time. It is also important not to let the customer know about your customer service flaws. It is apparent that Mr. Roberts was annoyed by Rick for quoting the wrong order. It is also a grave mistake to transfer the blame to the customer, especially in this case where it is apparent that the mistake occurred because of Rick’s incompetence. The order taker should take full blame for service flaws, even when they emanate from the customer.