Answer the following three questions: What went wrong with the Hagadorn's visit to Xavier's? Identify at least 5 service recovery opportunities that were missed by the restaurant's staff. What could have been done at each opportunity to prevent or minimize the problems experienced by the Hagadorns ?

Objectives: After completing this case study, you should be able to:

  • Identify and respond to the service recovery opportunities in a restaurant.
  • develop some tactics for ensuring quality guest service and service recovery.

Instructions:

  1. Read the episode of a guest’s very unhappy birthday (pages 51-54 of the textbook).
  2. Answer the following three questions:
    1. What went wrong with the Hagadorn’s visit to Xavier’s? Identify at least 5 service recovery opportunities that were missed by the restaurant’s staff. What could have been done at each opportunity to prevent or minimize the problems experienced by the Hagadorns ?
    2. How should the manager respond on the spot to recover with the Hagadorns ?
    3. What steps does the manager need to take to develop a strategy for ensuring quality guest service and service recovery ?
       

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