Recommendations and strategic message Essay Example | Topics and Well Written Essays - 500 words

Recommendations and strategic message - Essay Example Goldenberg (103) says that the service process in the service organization revolves around the customers. The process commences when the customer interacts with the system and is completed when the customer exists the system. The Service processes at the Straits begins with the customer entering the restaurant, the customer is then led to the dining table, before he reviews the menu. After reviewing the menu, the customer should place the order, the meal is then prepared before it is served to the customer. The customer is finally expected to pay the bill after eating the meal and before exiting the restaurant. In the process of serving the guest, the servers and the hostess at the restaurant should give the customers personalized attention though warm reception, provision of enough utensils, serving guest with beverages and water besides being attentive to any other needs of the guests. It is worth noting that the customer should experience satisfaction as he is taken through each of these stages of service process at the restaurant (Goldenberg 102). The satisfaction will be experienced through personalized attention from the servers and the hosts who are expected to be welcoming, attentive, and responding fast to the demands of the customers. a) The issue: the major issue at straits is that the hostess are not at the podium at all times to greet the guest besides acting unprofessionally. The primary data shows that the hostess were not available to greet the guests 60% of the time. c) Reasons for service improvement recommendations: 1). the customers have a bad attitude about Straits-most guest said that the hostess were unprofessional in the way they serve guest 2). Poor division of labor-for instance, some hostess were serving guests yet that is the role of servers, 3). Slow action- for instance the hostess have to reminded several times to attend to the guests. d) Recommendations: the objective of the recommendations is to