Business Memorandum - You are the General Manager of a large restaurant

Business Memorandum

Question Description

You are the General Manager of a large restaurant. Revenues have been declining over the past few months, and you decided that you would spend an entire week observing the restaurant. Specifically, you were interested in gaining more insight into the overall customer experience. Your observation then focused on identifying the customers’ reactions to better understand their behavior. Some of your observations – on multiple occasions – were:

• Your servers made your customers feel like they were inconveniencing them – like the customers were wasting their time.
• Your hostesses did not ask the customers if they preferred a booth or a table – they just led the customers to a table and walked off.
• The cashiers rarely spoke to the customers – they just took the customers’ money, gave them their change, and looked away.
• Rarely did anyone stop by a customers’ table and ask if everything was okay with their meal.

After your week of observations, you reviewed your findings. You have decided that you are either going to implement a formal coaching program aimed at improving interpersonal skills and overall customer service or terminate your entire customer-facing staff. Upon discussing your plan with your immediate supervisor, she has asked you to utilize a formal decision-making process, and report the costs and benefits of these potential actions.

Use the decision-making process to help you make this decision. After applying this decision-making process to this situation, write a summary of your results for your supervisor, IN THE FORM OF A BUSINESS MEMORANDUM.

Posting Requirments:

• Your paper should be at least 500 words in length.