Managing Restaurant Service

This interview transcript features a discussion with a front house executive of Bennelong, a restaurant in Sydney Opera House, about the new trends in managing restaurant service and achieving customer satisfaction. The executive shares insights on the success factors of Bennelong, including serving diversified food options and organizing cultural shows. They also discuss the impact of social media marketing on increasing customer traffic and addressing customer queries. Additionally, the executive talks about the recent trend of food trucks and their success in attracting customers. The interview concludes with a discussion on the use of information technology and customer feedback to improve the quality of products and services. Overall, this transcript provides valuable insights into the strategies and trends in managing restaurant service.

Running head: MANAGEMENT
Managing restaurant service
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Interview transcript
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 Interviewer
 Interviewee- Front house executive of Bennelong, a restraint in Sydney Opera
House
Interviewer: Hello sir.
Interviewee: Hello.
Interviewer: A very warm welcome to you, sir.
Interviewee: Thank you very much.
Interviewer: Let me brief you about the topic of discussion.
Interviewee: Yes, please go ahead.
Interviewer: Today, we would discuss on the new trends, which you have adopted for
achieving customer satisfaction.
Interviewee: It’s indeed a productive topic.
Interviewer: Why do you think so?
Interviewee: You see, generating new trends is a medium for aligning the business according
to the specific needs, demands and requirements of the clients and the customers.
Interviewer: You are absolutely right, sir.
Interviewee: Thank you.
Interviewer: So let’s start the discussion.

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Interviewee: Yes, sure.
Interviewer: First, tell me for how long are you working in this company?
Interviewee: Well, it has been more than 3 years that I am serving Bennelong as the Front
House Executive.
Interviewer: Oh I see! So, you must have experienced a lot of changes in the way, the
business is conducted?
Interviewee: Yes, there have been many changes.
Interviewer: Kindly can you cite some of the new trends, which you have developed
recently?
Interviewee: First, let me tell you the success factors of Bennelong.
Interviewer: Yes, sure. Please go ahead.
Interviewee: It gives me immense pleasure to tell you that we have achieved accolades and
glory by serving quality products to the customers.
Interviewer: So, what is your unique selling proposition?
Interviewee: You would be surprised to know that we serve diversified food options to the
customers. And this is not all. In order to provide them with quality entertainment, we
organize cultural shows in the evening.
Interviewer: So, it is like the concept of bar singer?
Interviewee: Ah....well..... Kind of.
Interviewer: I see. Please continue your success story. It’s getting interesting.

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Interviewee: In the recent years, the number of customers has drastically increased.
Interviewer: Can you explain how?
Interviewee: Well, I am elated to tell you that adopting social media marketing has helped in
increasing the trafficking of the audience towards the brand image. We rate the number of
visitors and surprisingly, it is quite high.
Interviewer: It is indeed a productive approach. Can you tell me what has been the impact of
social media marketing on the productivity?
Interviewee: Uploading the specific information of the trends on the social networking sites
has helped us in addressing the queries of the customers.
Interviewer: Can you give an example?
Interviewee: Recently, we uploaded in the website about altering the fabric and tapestry of
the restaurant.
Interviewer: What was the response?
Interviewee: The posts were flooded with likes, comments and suggestions.
Interviewer: Can you cite some other examples?
Interviewee: We uploaded the plan of changing the location of the restaurant on Facebook.
Interviewer: Can you kindly specify the plan?
Interviewee: We planned to shift the location of the restaurant in such a way that the
customers can get an easy view of the mesmerizing Sydney Harbour.
Interviewer: Wow... I liked it very much. Please tell me how did the customers responded to
the plan.

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Interviewee: To my surprise, the day we inaugurated the restaurant on the new location, I saw
customers taking pictures with Sydney harbour in the background. On this day, special menus
were offered with discounts, which were positively accepted by the customers.
Interviewer: What was the feeling at that moment?
Interviewee: I felt very happy and satisfied that day, that we have done something for adding
happiness into the lives of the customers.
Interviewer: Yes, indeed. It’s a different kind of feeling to see the customers happy and
contented.
Interviewee: Yes, you are absolutely right.
Interviewer: Now, tell me about your recent plans.
Interviewee: You would be surprised to know that we are planning to provide a secured
platform to the clients, intending to start up their own business.
Interviewer: That’s great. Can you elucidate on this further?
Interviewee: I feel proud to say that we conduct offshore marketing for seeking an insight
into the prospective clients, who would contribute in increasing the sales revenue and the
profit margin.
Interviewer: Ok, please continue.
Interviewee: It is the duty of the Marketing and Outreach manager to select and identify the
entrepreneurs intending to start up their own business. In order to help them, we have started
experimenting with Food trucks.
Interviewer: What is this concept?

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Interviewee: We allot a location to the entrepreneurs, where they set up their food trucks and
sell the food items to the customers.
Interviewer: It’s really interesting. Till now, what is the status of this trend?
Interviewee: You would not imagine, within one month of its implementation, food trucks
have been a major source of attraction for all of the customers from kids to adults.
Interviewer: Congratulations!
Interviewee: Thanks.
Interviewer: What do you think.... the past strategy is more productive or this one?
Interviewee: Well, I think after the adoption of social media marketing, the entire business
story has changed.
Interviewer: Please justify your perception.
Interviewer: You see software have fastened the delivery of the ordered foods. Along with
this, software has eased the process of managing and regulating the restaurant business.
Interviewee: You have correctly pointed out. What other benefits have you achieved through
information technology?
Interviewee: Oh, the benefits are endless. One thing, which I can mention is about the
customer relationship management, which we have improvised a lot in the recent past. We
regularly receive feedbacks from the customers regarding the standards and quality of the
foods and the other services.
Interviewer: How do you act on the feedbacks?

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Interviewee: We organize meetings and discussions with the Board of Directors, stakeholders
and shareholders regarding improving on the quality of the products and the services.
Interviewer: Can you highlight an issue, which has been suggested by the clients and the
customers?
Interviewers: Yes, we take pride in assuring the clients and the customers that once the food
is prepared, it is sent for quality control and lab tests. This helps us in assessing its freshness
before serving it to the customers in the food trucks.
Interviewer: It is indeed a productive response towards ensuring the wellbeing of the
customers. What other steps do you recommend to the owners of the food trucks to ensure
that the quality of the food is maintained?
Interviewee: I can make mention of the solid waste management, which the owners were
trained about. They are trained about the segregation of the wastes, which is assistance in
terms of reducing the environmental pollution.
Interviewee: Now tell me about the further planning, which you are conducting for expanding
the scope and arena of the food truck business.
Interviewee: At the initial stage, we are planning to revise the recruitment policies for the
entrepreneurs, who can help us in achieve proper growth and development. You would be
surprised to know that meetings have been conducted with the Directors regarding this.
Drafts have been sent.
Interviewer: I must say that it is a strategic approach.
Interviewee: That’s not all. We have advertised about the plan on the social media, requesting
the customers to post their comments.

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Interviewer: So, what’s the response?
Interviewee: The inbox have been flooded with comments, suggestions and feedbacks.
Interviewer: How do you manage all these?
Interviewee: Well, I think it is the functional organizational structure, which helps us in
completing the tasks according to their priority. We emphasize on teamwork, which is
assistance in achieving success.
Interviewer: You have rightly pointed. Do you like to mention any other activity, which you
conduct for making the trend of food truck a grand success worldwide?
Interviewee: Well, I can refer to the risk assessment, which we conduct for gaining awareness
about the risks and the issues, which affects the execution of the operations. We constantly
take reports from the owners of the food trucks regarding the issues, which they are facing
while selling the food items.
Interviewer: What is that main issue, which they face?
Interviewee: I was concerned about the language barriers in terms of the customers coming to
the foreign countries. Serving them according to the orders was problematic. You would be
surprised to know that we received many complaints from the customers regarding serving
wrong orders.
Interviewer: How did you manage the situation?
Interviewee: Thank God, I reported the issue immediately to the managers. This resulted in
the planning for hiring translators. Without wasting time, we advertised about the vacancy.
Interviews were conducted and a translator was hired.
Interviewer: So, what’s the result now?

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Interviewee: We have added the option of “Select language” in the online ordering service,
which has enhanced ease of the customers regarding getting their favourite dishes.
Interviewer: When they visit the trucks, how do you treat them?
Interviewee: The translators sit in the counter with the owners, which is an added advantage
in dealing with the foreign customers and their appetite needs.
Interviewer: Interesting. I wish you all success regarding expansion of the food truck
business.
Interviewee: Thank you.
Interviewee: Thank you for giving me some time from your busy schedule for producing your
valuable opinions.
Welcome: My pleasure.
Interviewer: You are hereby assured that your responses would be used solely for the
research purposes and not for any commercial purpose.
Interviewee: Relieved to hear that.
Interviewer: Kindly sign this Ethical Consent Form, which reflects my ethical approach in the
process of data collection.
Interviewee: Sure.
(Interviewee signs the form and hands it over to the interviewer, which marks the end of the
interview process.

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