Restaurant Operations: Negative Reviews and Manager's Response

This article discusses the negative reviews of Australian Heritage Hotel and the manager's response to them. It covers issues such as poor food quality, discriminating staff, costly food, and misrepresentation. The response framework used is the Triple A typology.

RESTAURANT OPERATIONS

Part-A
Australian Heritage Hotel is a dining restaurant, which is popular among tourists, corporates,
and locals, who love wide range of Australian beer, great food, wine selection, and famous
pizza featuring crocodile, kangaroo, and other more delicious flavours. The hotel was
officially opened on 1824. It is known as one of the intact pubs in locals and Sydney. The
hotel has several pre-existing features such as saloon style bar door, etched signage, and
metal awnings. The hotel provides free continental breakfast, lunch, dinner, and relaxation
with bar/lounge (TripAdvisior, 2019).
Average and negative Reviews
Review Theme
The customer wants to try best pizzas of the
place which he never had crocodile,
kangaroo, and emu pizza. Therefore, he
ordered three small pizza of three flavours.
He said that the pizza was just average as
the crust was not cooked properly that do
not even taste like meats. Many customers
have claimed that previously the food
quality was quite good but it has been
spoiled. This time when I visited, I could
find only chips to eat. Other products were
even very fine to eat.
Poor quality food
The customers were refused for the services
as the male employee was suppressing us
Discriminating staff

and was so rude by saying that we cannot
take our meals here. We felt very insulting,
as the employee was very senior in age and
we felt that there must an adult with us to
order here. No one should be treated in such
a way that he was not allowing us to sit
there and eat our meal. RUDE AND
UNPROFESSIONAL
The customer has said that as it is very
popular among the tourists. Therefore, it
charges $24 for 2 wines, fish for $27 and
chips that is not a good value to pay.
Costly and expensive
The hotel is too noisy. The room provided
in the hotel are not at all good. They do not
proper air condition and one does not have
their personal bathroom. There is screen on
the windows so it is full of mosquitos. It is
not a good place to stay and even it is
overpriced.
Unfair representation
It is very expensive and the food is not
cooked thoroughly. It needs to enhance and
enrich its menu according to the kids
Overpriced and expensive leads to customer
dissatisfaction
Customers came from huge distance have
the desire to tasty pizza but some customers
says that they are not very tasty. The
Innovation does not work much

expectation form this restaurant has been
shattered.
It is very noisy at nights especially on
popular nights.
Create problems to neighbourhood
While constructing some recommendation, it has been seen that the leadership and supervisor
powers are properly used and managed. Discriminating and improper behaviour to the
customers is the most wrong reflection of an organisation`s culture where leader is not able to
control its employees and is not able train the employees in a manner of how should an
employee communicate to the customers (Kytö, Järveläinen, & Mustonen, 2018). They
should be treated very well with greeting when they enter the dining area. In order provide
good services to the customers, an employee should be given proper training in such a way
that they can become problem solver to the issues. While recruiting, a customer should make
sure that it has proper job description and form interview questionnaire in order to focus on
critical thinking and providing good services. A manager should look for those employees
who can communicate and has good listening power. An employer also have to apply cost-
effective strategy. At the same time, it is seen that customers suffer from high cost and
pricing with the poor quality. Food quality has emerged as one of the major issues in the
restaurant and hotel chain. Poor quality material used in the food and dishes can breakdown
the customer`s trust. Eating poor quality food can increase the risk of chronic diseases
whereas, consuming high quality diet protects. Low quality food fails to provide proper
nutrients to the brains. Unnecessary expensive food can lead in loosing customer`s trust and
loyalty (Szwabowski, Filev, Lu, Tseng, & Asante, 2016). It is important to opt a fair
representation of the ambience and quality on the online websites because misrepresentation
can lead to losing the customer`s trust. Even if the restaurant present itself good but is not as

good, the reviews of the customers and competitors reviews can kick out the false
representations. Dissatisfaction among the customers can lead to lessen the revenue of the
organisation. This has figured out that there is need to modify the taste of the pizzas
according to the customers, as different customers from different countries will have different
tastes. It is important that locality in which hotel is established should be in peace as people
living there in their houses may suffer from huge disturbance, which can lead to ear problems
due to high DJ volume.
Part 2
By considering the negative reviews from the part-A, here is an presentation of manager`s
response by using a framework. This framework is designed to respond to the negative
consumer-generated reviews that has been develop by the sparks and bardley in 2014.
Increase in the number of posts about restaurants and hotels has enforced the managers to
respond to the reviews (Chu, Conrad, Wu, & Li, 2016). On the basis of service recovery,
electronic, word of mouth reviews have enforced to develop a version of topology that has
been verified through interviews. Triple A topology has been used the manager in such a way
that it will resolve the problem through acknowledgement, actions and accounts. Firstly, the
manager will acknowledge the problem on the online application by sending a message to the
customer that we have acknowledged your issue regarding our restaurant (Sparks, & Bradley,
2017). Further, the manager will account the problem or take to consideration. In this way, it
will find the reason behind the inconvenience caused and soon the problem will be solved. At
last, the manger takes actions regarding the issues such as dissatisfied customers,
misrepresentation, problems to the neighbourhoods, poor food quality, discriminating staff,
and costly food (Cameron, Richardson, & Siameja, 2016).

References
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Chu, C. T., Conrad, M. J., Wu, D., & Li, J. (2016). U.S. Patent No. 9,251,427. Washington,
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Kytö, E., Järveläinen, A., & Mustonen, S. (2018). Hedonic and emotional responses after
blind tasting are poor predictors of purchase behavior. Food quality and
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Larson, N., Miller, J. M., Eisenberg, M. E., Watts, A. W., Story, M., & Neumark-Sztainer, D.
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Sparks, B. A., & Bradley, G. L. (2017). A “Triple A” typology of responding to negative
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Szwabowski, S. J., Filev, D. P., Lu, J., Tseng, F., & Prakah-Asante, K. O. (2016). U.S. Patent
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TripAdvisior, (2019). Australian Heritage Hotel. Retrieved from:
https://www.tripadvisor.in/Restaurant_Review-g255060-d1932495-Reviews-or140-
Australian_Heritage_Hotel-Sydney_New_South_Wales.html