Red Lobster: A Case Study

Introduction As a service professional at Red Lobster in Kentwood, MI you are walking around helping the servers get drinks, appetizers, food, desserts, and their bills to their table in a timely fashion. The server will ask you if you can void off an entrée, drink, or even a simple dessert because it is their birthday. Whatever the case may be you are there to help them. On Saturday night, the last night of endless shrimp, we were fairly busy we had been on a wait, servers were starting to get flustered and stressed out because they were getting doubled even tripled sat in their sections because of the wait. In that case a server needs help, and they come to me. During Saturday night I had to overcome my first problem table. I had to strategically …show more content…
The women was also talking very quiet for her compliant that she was having. Other main distractions were the employees talking into my talkie. We were on a wait, and were about to be off of it they just needed five more tables for the guests. They were talking into their talkies telling the other hostess up at the podium what was clean, what was getting clean, and were to seat the guests. Also, the managers were also talking in theirs saying their impute of the situation. All of this was going in my ear as I was trying to listen to the lady complaining about her problem. The less distraction that I noticed was the background music, we keep that low so that customers can talk to the people at their tables, to the servers, and to any other people that they want to talk to. Another less distraction that I had during this was the servers asking for my help. They realized that I needed to fix a guest problem and that I couldn’t give them the help they needed, so they either went to the two managers, other server, or even the bartenders to help them out. Once the less distractions were gone, I was more able to concentrate on the …show more content…
I took out my ear piece for the talkie. I wasn’t going to be able to assess the situation to its fullest and make the guest happy if I was getting distracted by other people talking in my ear at a very high volume. The second thing that I did was crouch down at a level were the lady could talk to me face to face and tell me what is going on and how she would like me to handle this. By crouching down I eliminated her quite voice talking to me as I was standing up, and I also eliminated the people around us, so her voice could drown them out and I would only be able to hear her. The third and final thing that I did was I tuned out the background noises even more so I could fully understand the situation. By reducing the distractions I was able to comprehend that this lady was never going to be happy and that I need my general manager to come and fix the problem that I was having. I was also able to listen to what significantly was wrong. Her server never really payed any attention them like he should have, her steak was unprepared and bland, and her broccoli that she requested had cheese on it didn’t at first and then came back and looking uneatable. I offered everything that I could without getting the manager involved. Once the manager got involved the problem was resolved and they had left the restaurant. If I hadn’t eliminated those distractions I could have very easily