F&B Report / Zack 4991C015 / 2013
National Kaohsiung University of Hospitality and Tourism
International Bachelor’s Degree...
F&B Report / Zack 4991C015 / 2013
Written Report
Researched location was a renowned 5-star hotel in Southern Taiwan. At pe...
F&B Report / Zack 4991C015 / 2013
the highest officer present, Ms Chang demanded to speak with him. Ms Chang also insisted...
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Breakfast Crisis

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Happened in a renowned hotel in Taiwan

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Breakfast Crisis

  1. 1. F&B Report / Zack 4991C015 / 2013 National Kaohsiung University of Hospitality and Tourism International Bachelor’s Degree in Chinese Culinary Arts Report on Case Study Analysis Food & Beverage Administration Tutor: Dr. Wang Ru-Jian Name: Zack Fong Student ID: 4991C015 Project Title: Breakfast Crisis in a Hotel Date: January 2014
  2. 2. F&B Report / Zack 4991C015 / 2013 Written Report Researched location was a renowned 5-star hotel in Southern Taiwan. At peak season, 2000 guests check-in daily. Breakfast service could always be terrible due to difficulty in crowd control. The buffet restaurant, Heat’n Chill holds the capacity of 200 pax but still far away from feeding the hungry guests when capacity is at maximum. Therefore, banquet Ballroom has always been an alternative breakfast dinning place. It was a catered breakfast service for Ballroom with a banquet group of 140 vegetarian diners. At 8.45am, Heat’n Chill was overloaded with diners and the queue started to raise concern of the hotel’s General Manager (referred as GM). GM was informed that Ballroom was serving breakfast too, hence walked-in and find out if Ballroom is capable of serving regular diners. Jack from Banquet Department was the Captain of the Ballroom. GM checked with Jack if the banquet group has taken breakfast yet, and Jack replied that only a few left were still dinning. GM instructed Jack to reorganize Ballroom for regular diners due to overload in Heat’n Chill but Jack inquired GM about this instruction because Ballroom was serving Vegetarian Service. GM stated to proceed with current code of service. Hence, Jack informed his service team and the kitchen crew about the instruction. While the Ballroom was still preparing for more diners, Heat’n Chill Manager Kent already started sending guests. Jack instructed Ballroom Reception to hold the guests and explains if the guests understand it was a vegetarian breakfast service. The guests that Kent sent was uninformed about the code of service and upset why Kent never inform them at the first time. The upset guests hence returned to Heat’n Chill for queuing. Jack noticed that Kent wasn’t playing his part to inform the guests about breakfast code in Ballroom, hence Jack relieve his duty as captain to his college Jazz, and rushed to the hotel lobby as guests coordinator. Jack and his service team think that the guests needed to be informed that it was a vegetarian breakfast before walking in to the dining place, however, Kent do not think so. Kent doubted that solving over crowd issue is the main priority hence should not inform the guests about the vegetarian code. Ballroom was packed with both vegetarian diners and regular diners. Kent instructed the Kitchen crew to reorganize buffet line for regular breakfast, which includes non-vegetarian food. Captain Jazz notice that the vegetarian diners might take non-vegetarian food therefore assigned certain servers for coordination. However, Kent later instructed all servers to assists with buffet line and some vegetarian customers took meat product. Ms Chang, the client for Banquet Group, now raised her concern why is the Ballroom filled with other diners, and why is meat product available on the buffet line. Knowing Kent was
  3. 3. F&B Report / Zack 4991C015 / 2013 the highest officer present, Ms Chang demanded to speak with him. Ms Chang also insisted all non-vegetarian food should be dismissed as a respect to her guests. Kent was notified by servers about Ms Chang’s request but intentionally avoided to speak with her. Later, non-vegetarian food was removed from the buffet line. However, regular guests that dined in Ballroom now questioned the server why is the food differs from Heat’n Chill where they supposed to dine in. It was approaching the end of breakfast service, so Heat’n Chill was now less-occupied so Kent stated to send guests back to Heat’n Chill if guests are not happy. When servers describe these to the diners, they felt cheated and replying that Kent suppose not send them to the Ballroom at very first point. At the end of the service, 140 Banquet Guests dined in as vegetarian diners, and 80 guests dined in as regular diners. Problems & Solutions 1. General Manager instructed Ballroom to be prepared for more diners. While the Ballroom is being resetting, Kent started to send guests from Heat’n Chill to Ballroom. This resulted guests need to wait in front of Ballroom entrance before dining. Executive decision must be made based on rational, rather not risking the chance of bad service than a delayed service. However, to execute GM’s instruction, both departments must met agreement before implying to guests. 2. Kent sent the long queuing guests to Ballroom knowing the code for service is vegetarian but intentionally hides it from notifying the guests. In hotel industry, we cannot cheat guests in any way. The guests will soon found out by themselves and the consequences may be worse. Kent should provide choices for the guests to choose from: keep waiting or dine in a vegetarian breakfast. 3. Kent instructed the buffet line to be reorganized with meat products but vegetarian diners are still dining. Jazz assigned server to coordinate with guests but later the servers was reassigned by Kent for resupplying the buffet line. Kent is unaware of the seriousness regarding vegetarian diners, however Jazz tried to avoid crisis by assigning server to coordinate with buffet line. Kent should not give instruction directly to server because Kent was from management level and should give instruction to the captain of the server and respect his leadership. 4. Client of vegetarian group, Ms Chang, asked to speak with Kent knowing he is the highest supervisor present. Kent avoided conversation intentionally resulting provocation. Under no circumstances supervisor can reject responsibility of solving guests’ crisis.

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