SANCHEZ, Kristine Marie A.

HM3C

CASE STUDY # 1

ENSURING GUEST SATISFACTION

The Sunnyvale Hotel is operated b a major hotel management corporation.

To ensure guest satisfaction, 300 survey forms each containing sixty-five questions
are mailed to guests each month. Normally, about seventy of the forms are returned.
The hotel company categorizes the guest satisfaction scores obtained into color
zones with green being the best, then clear and yellow, and red, being the worst.
Scores can be compared with those of equivalent hotels.

The most recent survey indicated a significant decline for the Sea Grill Restaurant
with scores in the red zone. Guest’s concerns were in the following areas: hostess’
attentiveness, spread of service, and quality of food.

Upon investigation, the director of food and beverage also realized the name of the
restaurant, “Sea Grill” was not appropriate for the type of restaurant being
operated. When asked, some guests commented that “it’s a bit odd to eat breakfast
in a fish place”.

DISCUSSION QUESTION

1. What would you do, as a director of food and beverage, to get the guest
satisfaction scores back into the clear green zones?

If I was director of the Food and Beverage Department, ofcourse I will be in

charge of of everything. I would see to it that everyone does his /her job properly
and satisfying enough to the customers. With regards to the name of the restaurant,
I’ll resesrch on the possible names that can be repalced in order to cope up with the
negative comments of the guests, and win back the green zones in the surveys.

SANCHEZ, Kristine Marie A.

HM3C

CASE STUDY # 2

CHAOS IN THE KITCHEN

Jane is the foodservice director at an on-campus dining service that feeds 800
students per meal for breakfast, lunch and dinner. Jane arrives at her office at 7:00
a.m. (half an hour before breakfast begins) only to find many problems.

After listening to her phone messages, she finds that her breakfast cashier and one
of her two breakfast dishroom employees have called in sick. The cashier position
essential and the second dishroom person is necessary at 8:15 a.m., when the
students leave to go to their 8:30 a.m. classes.

Shortly after listening to the messages, the executive chef tells jane the one of their
two walk-in refrigerators is not working properly, thus some of the food is above the
safe temperature of 40F.

The lead salad person later comes to her, saying that one of the three ice machines is
not working. Hence, there will not be enough ice to ice down the salad bars and to
use for cold beverages at lunch.

Lastly, the catering supervisor tells Jane that he has just found out that there was a
misunderstanding with the bakery that supplies their upscale desserts. The desserts
were requested by the president of the university for a luncheon he is having that
day; however because the employee at the bakery wrote the wrong delivery date, the
desserts would not be delivered. This will cause the president to be angry.

DISCUSSION QUESTIONS

1. How should Jane handle being short a cashier and a dishroom person at
breakfast?

I think it is quite difficult for Jane to be a cashier and a dishroom person at

the same time because I know how hard it is to serve customers especially kids.
Young students tend to be rushing the food servers at the school canteen. Maybe
Jane could only serve properly if she could only be a little patient to the customers.
Another option is that she could ask for help and assistance from the staff in the
canteen.
 2. What should Jane do with the food in the defective refrigerator? Should the
food that is measured to be above 40 F be saved?

She may want to transfer the food to the other walk in refrigerator. She must
prioritize first the ingredients that will be cooked later, so that the ingredients would
not spoil and she may cook the foods that will be served first.

3. What are Jane’s’ options concerning the ice shortage?

Jane can order ice from the supplier for the mean time or she can just ask
someone to buy ice for her from the convinience store.

4. How should Jane handle the president’s function, knowing that the requested
desserts have not been delivered?

Jane should apologize to the President regarding the undelivered desserts

and then she can suggest alternative desserts that are available in the canteen.

5. If the special dessert cannot be purchased in time, how should the catering
supervisor approach this situation when speaking with the president’s office?

The catering supervisor should also do the same things like Jane did. The
President will surely understand the chaos in the kitchen that they are experiencing
right now.

6. What can be done to ensure that mistakes, such as the one made by the
bakery employee, do not happen again?

The catering supervisor and the bakery should have an agreement with
regards to the new supplier so that the shortages would happen again.