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Big Jims Gym

In: Business and Management

Submitted By eithelia
Words 1083
Pages 5
Maria Eithel S. Salas
Case analysis: THE COMPLAINT LETTER
Point of view:
I am solving this case from my own point of view as a student of MBA.
Statement of the problem
Restaurant Policies and Procedures

Objectives
1.To be able to find out solutions on the existing problems of Sazzy Bar and Grill and to deal effectively with the guest’s complaints.
2. To ensure that guests complaints will be addressed and acknowledge by the management.

Analysis:
S.W.O.T
STRENGTH- convenient location because it is in an upscale mall.
WEAKNESSES-long waiting time, no adequate staff training, poor customer service, not getting consistent and enough supplies from the supplier and Reservation policies were unorganized.
OPPORTUNITIES- Increase Potential Market
THREAT- bar and grill restaurants nearby, new restaurants opening in the mall.

III. Alternative Courses of action:
Establish and implement SOP (standard operating procedures) a
Regular training for staffs/employees.

Advantages:
To ensure that duties/task assigned to each employee performed consistently.
It creates more structure to every business.
It helps reduce errors/mistakes that may occur in the operations.
Regular training can improve the service and performance of every business as well as profit and staff morale.
Better customer service given by restaurant.

Disadvantages:
Other staffs might find regular training a boring activity.
Staffs might not read and understand everything that has been written on SOP manual.

Selecting Best course of Action:
Standard operating procedures(SOP) ensures that duties and staff are performed consistently. By this, the staff will maintain the standard of food and service of Sazzy Bar and grill restaurant.
As part of the company policy, each staff should rely on SOP for maintaining effiecient and effective service.

V. Assumptions:
I assumed

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