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have a great weekend. Thanks!PERILS OF POOR RESTAURANT MANAGEMENTPERILS OF
POOR RESTAURANT MANAGEMENTYour NameBUS 425August 24, 20191PERILS OF POOR
RESTAURANT MANAGEMENT2Perils of Poor Restaurant ManagementIntroductionThe
restaurant I chose to visit and base this paper on was The Olive Garden in (your localOlive
Garden location). This is a well known casual family dining restaurant run by the
DardenCorporation. I visited the restaurant for dinner with friends on August 22, 2019. We
chose to go to thisrestaurant for several reasons. First of all, we like Italian food and the all
you can eat bread and salad isa nice incentive. The main reason I chose this restaurant was
because of the reviews I read and thereputation the restaurant had for being poorly run. I
wanted to see if this was really the case or theventing of people who just like to complain. It
didn’t take long before I realized the reviews were rightand this restaurant is a train wreck
destined to fail. This paper will focus on the issues the restaurantstruggles with and the
reasons for them. It also includes information derived from observations andinterviewing
our waiter who was more than happy to offer his opinion. Suggestions will be made
toimprove the current conditions of the restaurant and the outlook for it’s future.Process
SelectionThis was definitely line process selection. Everyone had a specific job to do in
sequence andone job depended on the other to help the process run smoothly. When one
job slows down, the wholeprocess is delayed, so it is important to keep the line moving so
the process is not interrupted. This wasa main issue in the restaurant we visited, because
the process was constantly interrupted causingconfusion and disruption. When the
restaurant started getting busy, there was a sense of panic by thestaff and the process
slowed down considerably. The hosts were frantic and food preparation slowed.The
waitstaff looked stressed and they were running around erratically. The managers looked
confusedand angry, but the problem was obviously caused by poor management and the
inability to get thePERILS OF POOR RESTAURANT MANAGEMENT3situation under control.
Customers were visibly upset and some just left before receiving their food. Itwas a tense
and uncomfortable atmosphere.Process DesignThe process design of the restaurant did not
help the flow of service at all. As you enter therestaurant, the hosting station was in the
front of the house where it should be, but everything else waspoorly situated and designed.
The kitchen was off to the right behind swinging doors where you couldhear cooks yelling
at waitstaff and waitstaff yelling back. The swinging doors were a hazard as younever knew

2. who or when somebody was entering or exiting the kitchen and the kitchen was farremoved
from the dining rooms. There were three dining rooms divided from each other with
barrierswhich made food delivery and traffic patterns even more complicated. When you
add the mayhem thathappened during a busy dinner time with waitstaff running around,
the design did not help. Staff wascolliding, plates were dropped and the manager was
shouting at people in front of the patrons. A moreopen design with fewer barriers to go
around and a closer kitchen location would have made thewaitstaff’s job easier. Eliminate
the swinging doors for safer traffic into and out of the kitchen.Waiting LinesThe confusion
and time of day made for a long waiting line. At least we already had a table.The waiting line
was a single line trailing outside the entrance door. People were told the wait would
bethirty to forty-five minutes, which caused some grumbling. Everything was delayed
because of the lackof preparation, organization and effective management. People were
waiting an average of ten minutesto be greeted at their table once they were seated. Even if
they went to the bar, they had to wait at leastfifteen minutes before the bartender even
acknowledged them. Beverages at our table took ten minutesto arrive. Staff was stressed
almost to tears at this point. The restaurant became loud and we werePERILS OF POOR
RESTAURANT MANAGEMENT4getting nervous. When we finally received our milkshakes
ten minutes after we ordered them, thewaiter ran away before we could place our order, so
that took another ten minutes. Everyone in therestaurant was waiting for the same amount
of time. When we placed our order, it was at least fifteenminutes before the salad and bread
showed up. Meanwhile, it was disturbingly comical to observe themayhem that was going
on. After finishing our salads and since we knew the food was going to beawhile, we chatted
about how poorly this restaurant was being run. After thirty minutes our foodarrived cold.
We sent the food back, which was a mistake because it took another fifteen minutes
toreturn. The food was average and definitely thrown together. When we finished eating,
dessert took tenminutes to arrive, even though business had slowed slightly by then.
Getting the check was anotherchallenge. All of a sudden, our waiter disappeared. We didn’t
know if he left the building or was justhiding, but by then we were getting upset. He finally
returned and apologized for all the confusion. Weasked why there were so many issues with
the food and service. He said they had a new manager a…