Caro Space

Title: How to manage customer’s long waiting times at restaurants Introduction This report will address a service delivery issue within Singapore’s Food and Beverage (F&B) industry. The team will explore the methods of how the restaurant staff can further manage the guests’ needs and expectations during peak meal periods. Workplace Context Singapore is ranked as the top Asia country with the greatest developed food markets. According to the Singapore Statistics Household Expenditure Survey, average monthly per capita food expenditure in Singapore is $220, due to the high disposable income (Department of Statistics Singapore, 2014).  With the tendency for a household to dine-out due to the convenience of food selection and availability, household expenditure of eating out rose from $470 in 2003 to $760 in 2013. Zooming into the expenditure on food services in restaurants, the number of cafes and pubs have also increased from 22 percent in 2003 to 27 percent in 2013

Dear Mrs. Rebekah Traumann, Greetings from MSS Hotel! Thank you for writing to us regarding your unfortunate encounter in MSS Hotel. We value all guests that write into us as we strive to improve ourselves to provide better guest experiences. Providing excellent service to our guests is always our priority. We would like to take this opportunity to apologize for the inconvenience caused during your stay with us. We understand that you must have been displeased by our services. Regarding your request for a refund on your breakfast, we will work closely with Agoda to ensure a smooth and fuss-free refunding process. In addition, periodical maintenance will be carried out to ensure the minimization of technical issues. Lastly, communications were made to all our employees that the guest's request are the greatest importance in their job scope. On behalf of MSS Hotel, we would like to express our sincere apology, and we look forward to serving you more efficiently in the future.