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■When service is poor, offer restitution to customers to
retain their business.
■Ensure that portions are acceptable to the customers
without resulting in wastage.Employee Supervision and Training
■Ensure that all staff members are properly attired for
their shifts.
■Supervise staff to ensure that they follow all health pro-
cedures.
■Train all new serving staff in “our way” of serving.
■Provide feedback on service quality to each server at
least once a month.
■Train all staff in the use of cash so there are no more
than three errors per week that require manager
involvement.
■Coach serving staff members so they do not sound
wooden or over-rehearsed.Facilities Management
■Schedule serving staff so there are always enough
employees to meet customer demand.
■Ensure that no customer waits more than five minutes
in the restaurant before being attended.
■Develop strategies to increase business from families to
20% of total sales.
■Order sufficient copies of menus so there is never a
shortage.
■Forward marketing suggestions to the head office at
least once a month.
■Supervise the menu design so it reflects the desired
image.
■Monitor cooking equipment to ensure that no meals are
delayed as a result of preventable equipment failures.