Restaurant Operations: Negative Reviews and Manager's Response

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