2. Case study
John visits "KEMA Restaurant" on a hot Saturday afternoon for a quick lunch before going for a business meeting.
● John walks into the "KEMA Restaurant" to have lunch at 12.30 pm.
● A staff member opens the door and welcomes him.
● The Steward searches for the beverage menu.
● Steward finds the beverage menu and takes both (food and beverage) menus to the customer.
● Steward gets the order from John and writes it on a notepad. John wanted the meal to be spicy.
● Steward walks to the order station located at the bar counter.
● Steward places the order in the system.
● Steward goes to the kitchen and gives a message that the meal should be spicy.
● Steward brings plates, Cutlery and serves hot water.
● John asks for cool water, Steward walks back to the fridge and gets the cool water.
● The meal is collected by the steward and served to the customer.
● The customer asks for the bill.
3. Case study-cont.
● Steward prints the bill at the order station and takes it to the Manager.
● Manager signs the bill.
● Steward takes the bill to John and he pays via Credit Card.
● Steward walks to the cashier to swipe the card.
● Steward takes the card and receipt to John.
● John signs the receipt, leaves a tip and walks out of the restaurant.
