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After a long, hot day in Baldwin Park, Florida, I was excited to finally be able to relax, fill my tummy, and spend time with family at Paddy Murphy's Irish Pub located right next to a beautiful lake. It was the day after Cinco de Mayo, 2012 and I was still recovering from the celebrations that were held the night before. Needless to say, I was quite ready for my fish n chips sandwich. My big family, including cousins, aunts, and uncles were already at the pub when I arrived, and they began ordering beer and shots to celebrate the reunion. I could tell that the waitress was having a hard time with such a large table of people. I assumed she might've been a new employee, but continued with my drink order anyway. With a party of 15 adults, all ordering multiple drinks, and a kids' table including 5 of my little cousins, the checks should have been split into each separate family. After watching the waitress struggle to get the orders out quickly, she finally arrived with our checks. It turns out she WAS a new employee, had only been working there for less than a week, and my family was her biggest table yet. She sheepishly explained to us that she was never told during training that she was supposed to split the checks in the beginning rather than at the end of the meal, so she had $80 worth of unclaimed drinks after trying her hardest to split the meals by family. I watched her approach my uncle to explain the situation and try to get him to pay for her mistake, but he was not giving in. The waitress ended up having to pay for her $80 discrepancy, and was fired the next day. My moment of truth involving hospitality management occurred during this meal at Paddy Murphy's Irish Pub. My first indication that things were not going as smoothly as possible was the fact that only one new employee was assigned to our very large table, with no helps from bussers or other waiters. Shortly after this, I realized that the waitress did not ask if we would like our checks separate, or together, a question that I believe normally gets asked before the order is taken. Finally, when I saw the waitress asking my uncle, a valued customer, to pay for her mistake, I understood that she was probably not anywhere near trained or prepared for this job yet. I believe my moment of truth occurred during this time because of the fact that the situation happened in the first place, along with the fact that no reciprocation or apology was made by the management of the restaurant because of the inconvenience of the mistake. Since this problem occurred, my family has only been back once, and this is when we found out that the waitress had to pay $80 out of her own paycheck for our drinks, and that she ultimately had to turn her kilt in because she got fired. The food and drinks tasted great, as always, but the customer service was definitely lacking that night. I rated the quality of the customer service a 2 because with only one waitress serving a table of 20 people, the food was delivered quite slow, and she got a few of our drinks mixed up. This was also rated as a 2 because of the problem with the check at the end. I rated the response of management at a 1, because they failed to make any sort of effort at an apology, I know I have been to a few busy restaurants where the service was slow, so a manager or the waiter offered us a free dessert or something like that to make up for the slow service. This did not occur at Paddy Murphy's, and I know for a fact that I saw the owner working there that night. I rated proper billing a 1 because this was the most distinct cause of my moment of truth. I don't believe this new waitress was ready for such a large table, and in my opinion and the opinions of many of my family members, she wasn't trained thoroughly enough to handle such a large table, or any table for that matter. I rated the food quality and taste at a 5 because I found no apparent problems with my delicious and flavorful fish n chips sandwich, and no visible problems or complaints from my family members were observed. Every other culinary experience at Paddy Murphy's was great, so it was no surprise to me that although the service was a little out of hand, the food still tasted fresh and delicious. I rated how the waitress handled the discrepancy at a 1, because no effort to make an apology was made, and I was angered by the fact that she targeted my wealthy looking uncle after making a huge mistake, to ask to pay for it. I believe that this situation should not have been allowed to occur in the first place, and maybe a manager should have stepped in to fix it, but neither of these things occurred, and unfortunately that is the reason I rated this category at a 1. I rated the time in which the food was brought out at a 2. Because of the fact that there was only one waitress serving 20 hungry people, it took a very long time for our food to arrive. I rated the category "genuine apology for mistake" at a 1 because, as I have said previously, neither the management nor the waitress put any effort for an apology forth. If I were the manager of Paddy Murphy's Irish Pub, and this incident had occurred while I was working, I would have taken many steps to ensure that A. it would not happen again, B. that the customers were reciprocated for the lost time and stress that the waitress ensued on them, C. that my new employees were thoroughly trained so they knew exactly how to handle situations like large tables with multiple split checks, and D. that a sincere apology was put forth by both myself and the waitress. Using my authority as a manager I probably would have offered the family a free dessert or a few free drinks, or I would have gave them some meals on the house, because I would want their forgiveness. I would hate to lose customers for a lifetime over one mistake that a new and poorly trained employee made. I would make sure that with tables over 10 people, 2 servers were assigned, in order to ensure quick and reliable service. I would not give large tables to new employees until I make sure that they've got the hang of a serving job. As a manager I would go over the training requirements and make sure that each and every new employee meets standards by having them shadow older employees for a day to see how real life situations are handled at my restaurant. I would probably begin training my new employees for a longer period of time, especially if they have no previous serving experience, because quality customer service is a requirement at Paddy Murphy's, and this particular waitress was not trained thoroughly enough to handle this requirement. After my moment of truth in hospitality management at Paddy Murphy's Irish Pub in Baldwin Park, FL, I have caught myself judging customer service at restaurants even harder than I did before the incident. I believe that each and every new employee should be given a chance at excellence by their trainers, and that training should ensue until the managers are SURE that the new employee can handle each and every incident thrown his or her way. I believe this certain situation was caused by carelessness of the trainers, because the waitress had mentioned that she was only trained for two days before she was put out to serve on her very own. I do not think that two days is sufficient enough for a brand new employee to retain all of the information about customer service at a restaurant that he or she needs to know. All in all I hope to improve the hospitality management industry with my individual skills one day, and I hope to crack down on training to make sure that this type, or any type of discrepancy does not occur again. Checklist Quality of customer service: 2 Proper billing: 1 Food quality and taste: 5 How waitress handled discrepancy: 1 How management handled discrepancy: 1 Time in which food was brought out: 2 Genuine apology for mistake: 1
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Moment of Truth
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Moment Of Truth

Words: 1439    Pages: 5    Paragraphs: 5    Sentences: 49    Read Time: 05:13
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              After a long, hot day in Baldwin Park, Florida, I was excited to finally be able to relax, fill my tummy, and spend time with family at Paddy Murphy's Irish Pub located right next to a beautiful lake. It was the day after Cinco de Mayo, 2012 and I was still recovering from the celebrations that were held the night before. Needless to say, I was quite ready for my fish n chips sandwich. My big family, including cousins, aunts, and uncles were already at the pub when I arrived, and they began ordering beer and shots to celebrate the reunion. I could tell that the waitress was having a hard time with such a large table of people. I assumed she might've been a new employee, but continued with my drink order anyway. With a party of 15 adults, all ordering multiple drinks, and a kids' table including 5 of my little cousins, the checks should have been split into each separate family. After watching the waitress struggle to get the orders out quickly, she finally arrived with our checks. It turns out she WAS a new employee, had only been working there for less than a week, and my family was her biggest table yet. She sheepishly explained to us that she was never told during training that she was supposed to split the checks in the beginning rather than at the end of the meal, so she had $80 worth of unclaimed drinks after trying her hardest to split the meals by family. I watched her approach my uncle to explain the situation and try to get him to pay for her mistake, but he was not giving in. The waitress ended up having to pay for her $80 discrepancy, and was fired the next day.
              My moment of truth involving hospitality management occurred during this meal at Paddy Murphy's Irish Pub. My first indication that things were not going as smoothly as possible was the fact that only one new employee was assigned to our very large table, with no helps from bussers or other waiters. Shortly after this, I realized that the waitress did not ask if we would like our checks separate, or together, a question that I believe normally gets asked before the order is taken. Finally, when I saw the waitress asking my uncle, a valued customer, to pay for her mistake, I understood that she was probably not anywhere near trained or prepared for this job yet.
              I believe my moment of truth occurred during this time because of the fact that the situation happened in the first place, along with the fact that no reciprocation or apology was made by the management of the restaurant because of the inconvenience of the mistake. Since this problem occurred, my family has only been back once, and this is when we found out that the waitress had to pay $80 out of her own paycheck for our drinks, and that she ultimately had to turn her kilt in because she got fired. The food and drinks tasted great, as always, but the customer service was definitely lacking that night. I rated the quality of the customer service a 2 because with only one waitress serving a table of 20 people, the food was delivered quite slow, and she got a few of our drinks mixed up. This was also rated as a 2 because of the problem with the check at the end. I rated the response of management at a 1, because they failed to make any sort of effort at an apology, I know I have been to a few busy restaurants where the service was slow, so a manager or the waiter offered us a free dessert or something like that to make up for the slow service. This did not occur at Paddy Murphy's, and I know for a fact that I saw the owner working there that night. I rated proper billing a 1 because this was the most distinct cause of my moment of truth. I don't believe this new waitress was ready for such a large table, and in my opinion and the opinions of many of my family members, she wasn't trained thoroughly enough to handle such a large table, or any table for that matter. I rated the food quality and taste at a 5 because I found no apparent problems with my delicious and flavorful fish n chips sandwich, and no visible problems or complaints from my family members were observed. Every other culinary experience at Paddy Murphy's was great, so it was no surprise to me that although the service was a little out of hand, the food still tasted fresh and delicious. I rated how the waitress handled the discrepancy at a 1, because no effort to make an apology was made, and I was angered by the fact that she targeted my wealthy looking uncle after making a huge mistake, to ask to pay for it. I believe that this situation should not have been allowed to occur in the first place, and maybe a manager should have stepped in to fix it, but neither of these things occurred, and unfortunately that is the reason I rated this category at a 1. I rated the time in which the food was brought out at a 2. Because of the fact that there was only one waitress serving 20 hungry people, it took a very long time for our food to arrive. I rated the category "genuine apology for mistake" at a 1 because, as I have said previously, neither the management nor the waitress put any effort for an apology forth.
              If I were the manager of Paddy Murphy's Irish Pub, and this incident had occurred while I was working, I would have taken many steps to ensure that A. it would not happen again, B. that the customers were reciprocated for the lost time and stress that the waitress ensued on them, C. that my new employees were thoroughly trained so they knew exactly how to handle situations like large tables with multiple split checks, and D. that a sincere apology was put forth by both myself and the waitress. Using my authority as a manager I probably would have offered the family a free dessert or a few free drinks, or I would have gave them some meals on the house, because I would want their forgiveness. I would hate to lose customers for a lifetime over one mistake that a new and poorly trained employee made. I would make sure that with tables over 10 people, 2 servers were assigned, in order to ensure quick and reliable service. I would not give large tables to new employees until I make sure that they've got the hang of a serving job. As a manager I would go over the training requirements and make sure that each and every new employee meets standards by having them shadow older employees for a day to see how real life situations are handled at my restaurant. I would probably begin training my new employees for a longer period of time, especially if they have no previous serving experience, because quality customer service is a requirement at Paddy Murphy's, and this particular waitress was not trained thoroughly enough to handle this requirement.
              After my moment of truth in hospitality management at Paddy Murphy's Irish Pub in Baldwin Park, FL, I have caught myself judging customer service at restaurants even harder than I did before the incident. I believe that each and every new employee should be given a chance at excellence by their trainers, and that training should ensue until the managers are SURE that the new employee can handle each and every incident thrown his or her way. I believe this certain situation was caused by carelessness of the trainers, because the waitress had mentioned that she was only trained for two days before she was put out to serve on her very own. I do not think that two days is sufficient enough for a brand new employee to retain all of the information about customer service at a restaurant that he or she needs to know. All in all I hope to improve the hospitality management industry with my individual skills one day, and I hope to crack down on training to make sure that this type, or any type of discrepancy does not occur again.
             
             
              Checklist
             
              Quality of customer service: 2
              Proper billing: 1
              Food quality and taste: 5
              How waitress handled discrepancy: 1
              How management handled discrepancy: 1
              Time in which food was brought out: 2
              Genuine apology for mistake: 1
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