Question

A guest reserved a table for nine people at 7:00 p.m. The reservation server became very sick and had to leave. She did not record the reservation before she left for the day. The restaurant was very busy, and a server who was assigned to handle reservations had to greet the guests who did not have a table reserved for nine people at 7:00 p.m. Answer the following questions: (10 pts. each)

a-) What could the server say and do to help reduce the disappointment of the guests; keeping in mind the seven commandments of customer service?

b-) How can the reservation system be managed more effectively and become more systematized to avoid such problems?

c-) What arrangements in the restaurant can be made to accommodate such unnoted reservations in case of a full house?

Answer 1

Answer)

1. Keeping in mind the commandments and fact that customers suffered in this case without their fault,I would say server should accept their mistake and can offer them a discount on services as a gesture towards their customers at any given date as getting a customer back is extremely costly and this will enhance the reputation of restaurant as customer friendly.
2. In this case,training looks the problem along with less backup mechanism,server before leaving should have informed replacement,in terms of backup mechanism,calls should be recorded so in case reservation is not made,one can trace back call or sync call with automatic booking.
3. In such cases,restaurants can only pacify the customers and offer them some discount as whole point of reservation is to avoid such things,however in case of such situation,another thing which can be done is to start a waiting area with some refreshments or something to keep customers busy,so even if some walk ins enter,restaurant can deal with it.

Answer is complete.Thank you!