Reference no: EM133166363

There Is a Problem at Table Sixteen!

Janice Zaretzky has a worried expression on her face as she approaches Joe Molina, the general manager of Pattina's, a 220-seat fine-dining restaurant. Janice is an experienced server and has worked at this restaurant for eight years. She prides herself on her professionalism in greeting guests courteously, being warm and friendly when interacting with them to take orders, and having a sixth sense as to when to return to her tables to check back, being sure not to interrupt conversations or hard-sell coffee and desserts. She has excellent food knowledge and is a frequent recipient of compliments from the restaurant's patrons.

Tonight appears to be an exception. She tells Joe, "There is a problem at table sixteen!"

Joe responds with surprise, as his view of things is that the evening is progressing smoothly. "What's happening, Janice?" Joe asks.

"It's a party of four, two couples, and they want to see the manager. Things started out okay, but after cocktails, things have gone downhill. One gentleman complained that we serve only four shrimp for the shrimp cocktail appetizer and that for $6.95 the shrimp are too few and too small. One of the women complained that her lobster bisque was cold, so I took it back for replacement. They all complained about their salads being served on warm plates. I just brought them the wine they ordered, and the man who tasted it said it's sour. He wants to see you. I haven't put in their entrée orders yet, as nothing seems to be right in their view. You better get over there."

Joe takes a deep breath. "What did they order for entrées?"

"One roast beef medium rare, one medium, one Dover sole, and one swordfish," she replies.

"Go place the orders," Joe directs. "I'll go speak with them now. Ask Lillian if you can switch one of her tables with this one so you won't have to face them anymore. Perhaps an approach by a different server can defuse the discontent that may be building up."

"All right, let me know if I can help in any other way," Janice says, somewhat relieved.

Joe Molina approaches table sixteen.

QUESTIONS

How should Joe Molina introduce himself when he arrives at table sixteen?

Question 1

"Good evening, I am the general manager."

"Hello, I'm Mr. Molina, the general manager."

"Hi there, I'm Joe Molina, the general manager."

"I'm the general manager. You wanted to see me?"

2. Should Joe let the guests do most of the speaking at first, or tell them he is already aware of the situation, reciting what Janice told him?

3. Should Joe pull up a chair and join the party of four, or remain to stand?

4. Should Joe taste the wine to be sure it is spoiled, or should he accept the opinion of the guests?

5. What can, or should, Joe do right now to ameliorate the situation?

6. Would you have switched Janice and Lillian as the server responsible for table sixteen?

7. Once the entrées are served, should Joe do anything more in relation to the guests?