Answer the questions
There is lack of proper communication between the owner of the restaurant and the chef. The owner, who is supposed to entrust the chef with the management of the restaurant is instead engaging the chef in an argument during working hours in the kitchen. The chef exhibits poor anger management skills. We can see the chef kicking and throwing kitchen utensils. This shows complete disregard for the working environment. There is an obvious lack of respect and etiquette amongst members of staff. The chef is so to the extent that loud customers in the dining room can hear him. Poor customer service as illustrated by lateness in making customer deliveries at the tables. Customers are complaining about the lack of timeliness in service delivery.
Developing effective listening and communication skills is critical in this case. This is a move that the restaurant should initiate because for effective communication to happen, effective listening must have occurred. This can prove to be an obstacle for the restaurant since none of the parties is ready to listen. The owner needs to be concerned about marketing and advertising the firms’ services to the customer. This will improve customer perception of the services and hence increase profit. However, there is the problem of the business not running according to the expectations of the owner, who is out there looking for customers.
Everyone needs to concentrate on playing their respective roles. These above changes will ensure an enabling work environment. This will ease pressure and increase efficiency of everyone in the organization. Consequently, there will be improved levels of sales and profitability. Some other obstacles to change process include; lack of power and vision, ignorance of the importance of organizational culture, complacency and lack of adequate funds.
First, I would have the kitchen well-partitioned to avoid the disagreements between employees getting to customers. I would also have some safety equipment installed in the kitchen fire place. Secondly, I would advise Mike to employ a manager who would check on customer complaints. He would also have to stop going into the kitchen and testing the food while it is not ready just because he is the owner. Finally, I would increase the manpower needed in the restaurant since it seemed a little under-staffed. Have another chef help mike in the kitchen. As observed, with the little help from Mr.T, everything was running smooth.
Profitability is a great measure of success for any business. I would ensure proper documentation of expenditure and receipt records. These records would be used to review the performance of the restaurant.
Customer satisfaction is an indication the restaurant understands the needs of its customers, this is crucial to the strength of the business. Creating an efficient customer service delivery system that responds to customers’ needs will lead to success of the restaurant.
Developing a work environment that rewards employees for their hard work is imperative in retaining and attracting quality employees. Better skilled personnel help in the achievement of the targets of the restaurant.