HM601 Consultancy Project: Analyzing Managerial Issues in Hospitality

This consultancy report examines the managerial challenges faced by The Big Easy Chelsea, a prominent London restaurant, within the broader hospitality sector. It identifies key issues such as customer satisfaction, maintenance costs, staff skill gaps, lack of knowledge regarding safety regulations, and increasing food costs. The report delves into the causes and effects of these challenges, highlighting the impact on customer experience, profitability, and the restaurant's reputation. Management theories, including Theory X and Theory Y, are applied to interpret and address these problems. The study emphasizes the importance of initiatives, responsibilities, and evaluation to improve decision-making and proposes actions to overcome these managerial hurdles. This report is ideal for students seeking information and solutions to hospitality management challenges; Desklib provides many similar solved assignments and past papers for students.

HM601 Consultancy
Project for Hospitality
Management

EXECUTIVE SUMMARY
Hospitality sector consists of all customer related services among various businesses,
hotel, restaurants etc. This proposal study conducted to understand the managerial
challenges The Big Easy Chelsea had been facing. All the challenges with their cause
and effects also had been discussed in this proposal. Different management theories
also had been added further. In the end, various competencies also had been described
to support the recommendation to overcome the managerial challenge in the hospitality.

Table of Contents
INTRODUCTION...............................................................................................................3
MAIN BODY.......................................................................................................................3
1. Managerial challenges within a hospitality sector- Causes and Effects...................3
2. Management theory and its interpretation with the restaurant managerial problems
and issue.......................................................................................................................7
3. Initiatives and the responsibilities, evaluation of the impact towards the decision
outcome as well as proposed actions parallelly..........................................................10
REFERENCES................................................................................................................12

INTRODUCTION
The hospitality as well as the businesses dealing with food are facing numerous
challenges across the world. The main reason behind all these challenges can be
defined as per the rise in customer demand, the challenges from the competitors are
increasing day by day (Higgins-Desbiolles, Moskwa and Wijesinghe, 2019). As per the
changes in hospitality service within the food business such as restaurants, these
changes are positively affecting the business to remain viable. As for the sustainable
performance and remain scale, the challenges within the services are beneficial to be
faced. Although, adopting the changes within the managerial practices as well as the
hospitality services never been that easy for a restaurant but somehow it became
compulsory for a business to follow all the changes for the growth as well as expansion
of a business in the positive manner (Brown, Buhalis and Beer, 2020).
In this business proposal, Big Easy Chelsea have been considered as the study.
The Big Easy Chelsea is one of the top three restaurants situated in London.
Furthermore, This business proposal will highlight the managerial challenges, their root
causes as well as the effects upon business after implementing all the occurred
changes. The management theory will also add to be analysed for the interpretation of
complex managerial problems (Lee, Hallak, and Sardeshmukh, 2019). The way all
these specific managerial problems are affecting the Big Easy Chelsea will also add in
this proposal.

MAIN BODY
1. Managerial challenges within a hospitality sector- Causes and Effects
 Customer satisfaction
It is one of the main cause within the Big Easy Chelsea managerial services among the
sector of hospitality. To reach out the customers, understanding their expectation,
provide them the best services with the consistency and treating them with the strategy
of customer first are the main factors within the account of customer satisfaction (Lee
and Kim, 2017). The environment as well as the lighting of the restaurant are designed
by keeping the customer satisfaction in the mind.
The main cause of the customer satisfaction challenge is Halogen lights. The
halogen lights within the Big Easy Chelsea are expected to provide the warm as well as
the comfortable environment to specifically the customers who visited restaurant with
the purpose of takeaway and dine-in. These lights are very bright in nature, so they
provide heating within the environment of the restaurant. These lights have long life as
well as ability to be dimmed, the main reason behind being used in the respective
restaurant.
The main effect of the using halogen light is they are warm as well as bright
enough to make the customer feel uncomfortable within the Big Easy Chelsea. Halogen
bulbs are tend to emit lots of heat in the environment. So it became uncomfortable for
customers to sit under the bulbs in a restaurant. Even they can become dangerous
sometimes if touched with bare hands due to the excessive temperature. This effect
leads the customer towards the dissatisfaction in the terms of hospitality as well as the
managerial services in the restaurant (Nusairat, N. And et. al., 2020).

 Maintenance
It is the second challenge among managerial services in the Big Easy Chelsea
restaurant. A manager should have to look for various factor under their job duty such
as planned and scheduled maintenance, processes should be manual as well as in
budget. The duties also includes the time management as well as the asset productivity
in the account. The increased budget in the maintenance as well in terms of services
are also comes under the maintenance challenge.
The main cause of maintenance challenge is high electricity bill. For the ease
and comfort of the customer The Big Easy Chelsea restaurant uses lots of lighting in
within their services area so that the customer get attracted towards the lightning as well
as the peaceful environment. In the process of cooking, refrigeration as well as in air-
conditioning (Orynycz, Tucki and Prystasz, 2020), maximum of electricity is being used
in the Big Easy Chelsea. Misuse of the electricity tends to lead towards losses.
Loss of profit is a key result of high electricity bill within the restaurant As thigh
electricity bills also lead budget over the limit, In the calculation of net profit, these
losses are being calculate as expenditure as this calculation leads the restaurant
towards loss of profit (Cho and et. al., 2019). This way managerial services gets
affected and challenges by big electricity bills.
 Lack of skills or incompetence
Skill lacking within the staff employees is also one of the most important challenge
among managerial services (Jogaratnam, 2017). The staff training as well as their skill

improvement also comes under the account of managerial services. Performance
problems and the incompetences are the biggest concern of a manager as this can lead
any of competitor to take the customer business.
Untrained staff is the root cause behind the problem of lacking in skills. In Big
Easy Chelsea, the untrained staff do not have ab idea about the way to handle
customers. The way services are provided to the customers affect the image of
restaurant. An improper training always causes such problems although in the services
there is very limited or no time for the piece of employee training.
Poor performance lead towards the bad impression in front of the customer. The
bad feedback from customer hampers the image of restaurant and became a big
challenge for the manager as this comes under the duty list of a manager. Whenever
the customer feels that the employees are not trained enough and unprofessional in
nature then they leave negative feedback towards the Big Easy Chelsea restaurant. So
it became necessary for the manager to train the employees properly towards the
customer services in the account of hospitality services.
 Lack of knowledge
Knowledge about the regulations in the hospitality as well as in between the managerial
services supports the reputation of a business (Lee, and et.al., 2020). In The Big Easy
Chelsea, unsafe and unhygienic food affects the reputation of restaurant. In the terms of
safety and hygiene there are various regulations approved by government exist that a
restaurant must follow otherwise it became a challenge for the managers and for the
restaurants itself.

The main cause of the lack of knowledge is food safety issue among the Big Easy
Chelsea. In the restaurant business if the employees are not opting proper hygiene in
the food making or serving process then the safety of food will get compromised. The
restaurant has faced food safety issue reported by the customer as well and this way it
became a big challenge for the hospitality services of the restaurant.
Lack of knowledge about the way ingredients should use in the dishes, the way
materials should be deals within the food, cleanliness of utensils, materials, ingredients
are the main factors that have effect on the quality of food. Many of the time the
refrigeration issues also do play role in the compromising condition of the food within a
restaurant. The temperature required or the food as well as for storage also the
refrigeration is properly and effectively play role in the food section. The cleanliness of
the refrigerators also comes under the account of the maintenance. In the big easy
Chelsea, the maintenance of the kitchen as well as refrigeration is very poor. This poor
maintenance also results in the term of food wastage as the wastage affect the costing
of the restaurant and indicates poor management services within the restaurant Big
easy Chelsea. Lack of hygiene also leads the poor maintenance within the respective
restaurant and leads towards the compromised quality of the food available in the
restaurant.
The main effect of food safety issue is risk of poisoning. This effect directly affected the
health of customers. After these consequences, customers of Big Easy Chelsea
became more conscious about the hygiene aspects of all edible items offered by
restaurant. There can be many of reasons behind the food poisoning and because of
that the reputation of the restaurant got affected. The bad publicity as well as the image

became the major consequences of this managerial challenge (Lee, and Sozen, 2018).
This way hospitality services within the Big Easy Chelsea get challenged.
 Increasing cost
Cost increment of food leads the customer to switch their restaurant option and it
became a challenge for the hospitality service as their aim is to provide the best quality
services to customer in a minimum price. Cost factors matters a lot in the terms of
hospitality challenge as the high costing have a negative impact upon the Big Easy
Chelsea in terms of the profit.
The main cause of increasing cost is supplier high cost within Big Easy Chelsea.
It is one of the most prominent restaurant in London. This restaurant has very high
prices in terms of offering eatables due to the costing of suppliers. This leads the
restaurant towards challenging services in the hospitality. As the suppliers cost high for
the materials so the input costing increases for the big easy Chelsea. So as the
expenses of the restaurant increases it results in the terms of the expensive food and
less customers can afford the expensive food of Big easy Chelsea.
The high cost results the restaurant in terms of loss in profit. Due to the
expensive food within the restaurant, customer are unable to afford the expensive food
as well as dine-in experience as well. The average customer who wants to eat in the
restaurant can not afford the costly food within it. So it resulted in the term that only
those customers are able to eat within Big Easy Chelsea who have enough to spend on
that costly food. By this way the customers are already divided in the manner of
average and richer. This results in the term of lesser number of customer walk-in at Big

Easy Chelsea and this number have directly relationship with profit range of the
restaurant. The lesser walk-in, the minimum profit fundamental take place in the
account of the Big Easy Chelsea. Lesser profit also can be counted as the challenge
within hospitality sector as well as in the managerial services.
2. Management theory and its interpretation with the restaurant managerial problems
and issue
Management theories are the collective idea based upon the general rules of the
business or organization management. Golden Dragon, restaurant in UK also have
same managerial problems that can have evidence to the hospitality business
challenges same as the Big Easy Chelsea is facing. Food safety as well as hygiene was
not maintained at the level and maintenance was so poor to become a managerial
challenge in the industry and these issue leads the restaurant towards the business
loss. To overcome the challenges, in the account of big easy Chelsea restaurant, there
are two theories exist that are being applicable in the case of restaurant. There two
theories can be defined as:
 X and Y theory: In the Big Easy Chelsea restaurant, there are various
challenges came across the services related to the hospitality sectors and all the
managers have to face the challenges in terms of company. In this theory the
factors and attributes are segregated on the basis of X, Y and Z factors
(Khorasani and Almasifard, 2017). All the issues are occurring in terms of the
challenges in front of the managerial services comes under the theory X.

whereas the theory Y is related to the implemented theory that has all the
advantages as well as the solution of all the occurred challenges.
Moreover, all the benefits after implementing all the challenges comes under the theory
Y and according to the changes, the Big Easy Chelsea is applying this management
theory in the practice of the hospitality services. The Lazy (X) under the theory X and Y
is controlled and the factor Z which is motivated enough as per the Y factor is being
rewarded. In the restaurant Big Easy Chelsea, it had been identified that due to the
challenges and theory causes, all the managers are facing problem in terms of human
administration as well as in terms of management services within the restaurant. As per
the theory X, management of the Big Easy Chelsea implicates this theory towards the
workers of the restaurants and motivate them for the achievement of the objectives of
Big Easy Chelsea. The management rewards the employees in varying kinds and more
likely to become motivator that is most popular among the services.
The theory Y is related to the challenge of management within the process is to
make a proper working culture or the working environment in the manner of the
creativity development in between the employees. All the training sessions are
conducted and all because of these skill development trainings, the employees start to
show theory creativity among the customer services in the restaurant. The skill
development shows the professionalism in their behaviour and as a result, customers of
the Big Easy Chelsea gives positive feedback as per their experience within the
restaurant. The interest of the customers comes at the restaurant either he is average
or not but all of his desired as per the experiences will be fulfilled as per this theory
(Daneshfard and Rad, 2020).

As according to the proposal, better skilled employees, better administrative as
well as the good managerial services in all regarding such as costing management as
well as the customer satisfaction will be improved by keeping this theory in mind. This
Big Easy Chelsea have identified the challenges as well as the problems within the
hospitality services and take actions according to the theory X and Y. As per the
identification the theory Y have been implemented within the service sector and start to
follow the desires of the customer in terms of the ease of these customers while eating
within the restaurant (Prottas, and Nummelin, 2018). Even in the takeaway or the dine-
in experience the customers all expectations are trying to be fulfilled while keeping all
the comfort and ease factor within the mind. After implication of theory Y, in the
restaurant the theory Z have been introduced. According to the theory motivated Z is
rewards as per all the efforts by employees as well as the managers of the Big Easy
Chelsea. Z theory defined the result of human behaviour in the terms of work place
restaurant. All the management as well as the sector of hospitality services got rewards
within the restaurant and in the form of appreciation the staff of the restaurant get
positive feedback from the side of customer. This way the X and Y theory do work in
the theory of management.
 Scientific theory: This theory is totally dependent upon the scientific work
performance (Dźwigoł, 2018). As per the scientific theory, the management need
to simplify the task as well as to divide the work equally. In the Big Easy Chelsea,
management of the restaurant follows the theory to ease the work of employees
by adopting the strategy to simplify the allotted task of the employees that can

increase the productivity of the restaurant. Forcing all those employees towards
the working hard never shows the best results in the terms of work performance.
The optimization as well as the simplification of the task are the best way
to increase the productivity as per the desired goal of a company as well as the
restaurant. The training as well as the skill development within the employees
also should be in the easy manner so that the employees can understand their
duties in the parts as well. To understand the complete procedure became
somehow difficult or complex to understand and does not have very effective
impression upon the productivity. Moreover, to improve the overall hospitality
sector within the restaurant, workers of the restaurant as well as the managers of
the organization should also have to cooperate to get the best result. By the
complete team work as complete management as well as the administration can
improve the whole sector in the terms of performance (Su, 2017).
As per the theory, money is the best incentives the employees can get from the
employers in the exchange of their hard work towards the organization. In this manner,
the organization can motivate the staff to put their best efforts in the terms of the
performance. These type of appreciation among the employees can increase the
chances of improvement among the hospitality sectors. As per the structure of the
complex managerial problem within the Big Easy Chelsea restaurant, practising about
the knowledge improvement as well as the skills about the maintenance can be done.
With the improved knowledge the issues can be resolved in the manner of food safety.
By indicating all the food hygiene issue in once can be complex at some point but with

the throughout segregation the complete knowledge as well as the practice can be
done.
In the Big Easy Chelsea, The manager as well as the administration can adopt the
strategy as: first training will include the employees of the kitchen to maintain the
hygiene with the kitchen, then the cleaning staff should ensure the proper cleaning
within the kitchen and towards the utensils as well. After that the employees related to
the food serving as well as the restaurant cleaning should be trained in the account of
maintain proper hygiene within the restaurant.
The Big Easy Chelsea have successfully established all these changes by keeping all
the theories within the mind to get the enhancement within the productivity of overall
system. One more thing in the services can be added as the billing as well as the take
away services can be conducted on different counters so that the throughout process
can became cleaner as well as effective. This new and changes system within the
restaurant do simplifies the things for the staff as well as the administration. It also
makes the process easier in according to the customer ease, this way all the customers
can pick up their order from the respective counter and can pay their bill from the other
counter.
3. Initiatives and the responsibilities, evaluation of the impact towards the decision
outcome as well as proposed actions
The main reason behind the enhancement of customer satisfaction is to provide the
customers an efficient management system so that they can have best experience
within the restaurant (Su, 2017). With the help of effective management services as well

as the hospitality, the pleasant experience within the dine-in can be achieved. The
restaurant Big Easy Chelsea have realized the thing is that all the changes occurred
due to the environment as well as the factors within the restaurant are beneficial for the
customers as well as the managers at the same time. With all the changes or
challenges occur within the restaurant can made the place more productive as well as
advances in terms of technology, maintenance and in terms of service at the same time.
All the managerial challenge brings the customer ease as well as their experience within
the restaurant and that can be counted as the beneficiary part for the restaurant in the terms of
profit as well as positive publicity among the customers. All the training of staff either it is
countered as the skill management as well as the knowledge aspect , there behaviour shows the
professionalism around. This professionalism leads the customers to have innovative as well as
the pleasant experience within the restaurant. In the account of dine-in or the takeaway,
customers experience the better professional environment within the Big Easy Chelsea.
For the better management as well as managerial staff, there is a action plan defined
here for the planning towards the improvement of the services in the hospitality sector
within the Big easy Chelsea.
Action plan and outcome evaluation
Challenge Action Time frame Cost Outcome Evaluation
Satisfaction
of customer
Halogen lights
can be replaced
with the LED
lights.
Two weeks £1500/
one-off
With all the
action plans,
the customer
satisfaction
Evaluation Of
these action
plan have a
fast improving

2. Better sound
system with
soothing music
also can be
added.
can be
increased.
On replacing
the halogen
lights with the
LED lights,
the lighting
gets brighter
but will not
warm the
environment.
If these lights
will be in the
match of the
colour tone of
the restaurant
it can lead
towards the
lively feeling
within the
restaurant.
Moreover,
soothing
result within
the Big Easy
Chelsea. With
all these
changes within
the light
customer will
be attracted
towards the
restaurant with
the best
environment.
These
changes within
the action plan
are more
efficient as per
the costing as
the LED lights
are not that
expensive and
their life span
is also of

sound
experience
within the
restaurant
leads the
customer
towards the
best
experience
among their
dine-in.
longer
duration.
Maintenance Schedule for
fridge cleaning
Every three
months
£40/Every
three
months
With the
regular fridge
cleaning
within the
kitchen it is
possible to
improve the
efficiency of
the
appliance.
With the
regular
cleaning ,
restaurant can
fast improve
from the
challenge as in
terms of the
maintenance.
Frequent
cleaning of the
utensils leads

the appliance
towards the
longer life as
well as the
repairing cost
can be
minimized with
that as regular
cleaning
protect the
utensils from
the general
problems as
rusting,
dusting etc.
Lack of skill training of the
employees
about skill
development
and
professionalism
within the
behaviour
Two week £400/one-
off
Customer
satisfaction
can be
increased
within the
restaurant.
Proper and
effective
Training of the
employees
takes a lot of
timer. The
implementatio
n of the
learned skill;
also shoes its

training of the
employees
leads the
restaurant
towards the
professionalis
m. This
professional
behaviours
results in
manner of
positive
feedbacks as
well.
impact with the
time, so it can
be termed as
slow process.
Proper training
of the
employees
results in the
term of less
costing within
the sector.
Lack of
knowledge
Monitoring of
the software as
well as the
training of the
employees
towards the
new software
One week £89/
month
Software as
well as
training about
the food
safety
reduces and
make in
control the
risk of getting
Training of the
employees
can be
considered
fast in the
account of the
software as
with the
software

food
poisoning.
These
training can
spread the
awareness
among the
employees
and it can be
beneficial
towards the
waste food
management
as well. In
this account
longer shelf
life of the
food also can
be added.
training as well
as
implementatio
n can be
introduced
easily within
the practice. It
can be
considered as
one more
benefits of the
technology
with the
software food
issues can be
notified easily.
Increasing
cost
Costly supplier
can be replaced
One week No cost Local
suppliers can
be used at
the place of
As the local
supplier can
provide the
product at

the costly
supplier that
can result in
the cost-
cutting as
well as
efficient
utilization of
the budget
can be one of
the best
advantage of
the action.
efficient price
as well as on
the time. This
result in the
fast delivery f
the product.
As the
suppliers are
being changes
and the local
are adopted so
there is a huge
possibility of
quality
compromise
can be existed
in the material
or the
products.
By the efficient managerial system as well as the planning strategy, it is possible to
improve the experience within the restaurant. For the enhancement of the customer
satisfaction, the system changes are compulsory. For the attention point of view,

appropriate LED lighting can be used on the place of halogen lights as per the action
plan. These lights are bright enough to catch the attention of the customer and at the
same time they are not warmer in the nature so can give pleasant and soothing
experience to the customers. The Big Easy Chelsea will get benefits in the terms of the
repetitive trips with the similar restaurants as the supplier will be local and in easy
approach it provides the comfort in the shopping prospective.
In the same manner, these changes are more beneficial in terms of the customer
satisfaction ans the cost saving at the same time. This opportunity within the big easy
Chelsea get chances to save the funds. To maintain the food items as well as the
products made within the restaurant needs the fridge to preserve these items and
increase the shelf life of the respective item. Costing of the fridge should be within
£40/every three months in the terms of maintenance. With the proper maintenance, life
span of the products as well as the appliance increases with time.
In the sense of skill lacking within the employees, proper and effective training of
the employees result in a manner of the skill development and professionalism the
behaviour. The way employee provide the service to the customer result as customer
satisfaction as well as the low costing of process. As an example of Amazon,
technological development within the process also helps in the training of the
employees. This can track the process, time taken as well as it helps to maintain record
of products as well as goods for the ease of employees or managerial services. With the
software introduction, rework or extra charging can not take place. This is a significant
factor that shows the importance of knowledge within the employees.

Training launch of the employee bring the transparency within the process and
the respective operations of restaurant The Big Easy Chelsea. According to the
changes within the restaurant, employees or the staff will be able to do the work in
effective way and starts to serve multiple customers at a time. They can show there
hard as well as efficient work towards the restaurant. Moreover, specific customers,
hate to wait in the queue for takeaway and billing then they will be provided the
enhanced experience of dine-in and takeaway within the Big Easy Chelsea. Many of the
customer said that the customer experience can be increased with the professionally
trained staff, and they can maker the dine-in very pleasant for the tourists as well.
In the further proposal, the big easy Chelsea have considered that the supplier
replacement also helps the traditional system to improvise by contacting with the new
local supplier. This change typically helps the local supplier as well as reduces the cost
of input. It has one more benefits in the terms of customer, As the Big easy Chelsea is
expensive in the terms of customers, so cost-cutting within the input also result in the
term of output cost-cutting so the restaurant changes can be reduced with the
experience. This sort of control in between the input-output also can be counted under
the software's high usability.
As according to the application of Native vendor software, server computer
vendor within the system have an Independent application of the management
application. This application has the right to regulate the command over data. In the Big
Easy Chelsea, management does not have experience about the updated version or
any kind of knowledge about the application of the software, so they lack in the terms of
customer services. This results in the term of the huge training cost to administration of

the restaurant. This way action plan as well as its evaluation gives the idea to overcome
the challenges as well as result in the terms of better improved experience of the
customer within the restaurant. Furthermore, there are more factors exist in the manner
of customer satisfaction and these can be gained with the attention as well as demands
of the customers.
4. Development, application and practice of professional competencies within decision-
making and strategic planning
In the professional management there are various competences lies within the system
or organization. In the case of Big easy Chelsea there are six main competencies exist
within the restaurant in the professional aspect that helps the restaurant in the decision
-making as well as in the strategic planning as well. These strategies are defined as : Communication competency: Individual employees are able to listen and at the
same time emphasizes with others are comes under the account of
communication competencies within the management. As per this theory,
employees of the Big Easy Chelsea should have to communicate effectively
within the organization in oral as well as written manner. So that they can be able
to write as well as understand the documents and technical reports, this also can
be added within the employee training section, this way effective communication
within the restaurant will lead towards the less time consumption within the
process of management. Planning and administration competencies: Under this section of
competencies, the task are decided and to be done in the manner of their
importance, way to do these task as well as resource allocation to enable the

respective task comes under the section (Kim, Park, and Choi, 2017). In the last
management system of the restaurant monitors task to assure the proper
functioning. In the Big Chelsea, management should look upon the various issue
or due task that should be done on the time, the technologies or software to be
installed are going properly or not. The way in which training should be adopted
so that employees of the restaurant can be aware about the software as well as
about its update within. All these strategies helps to improve the decision-making
of the management.
 Teamwork competency: For the solution of the existing problems and
challenges, new ideas are always required in the sense of improvement among
the management decision-making as well as strategic planning. It is essential for
the management of the Big easy Chelsea to include the team members into the
discussion about strategy planning so that their issues idea as well as
approaches also can be considered in the planning Suhairom and et. Al., 2019) Strategy based action competencies: According to this strategy, overall
company comes under the consideration with the employee efforts as well. For
the strategic planning, management should have to follow the visionary
leadership within big Easy Chelsea. It is one of the main core competencies in
the management system. This competency have involvement of values of the
restaurant, its nature, morals, services etc. In the first if the vision about the
restaurant gets clear then it can be easy to perform action as per the demands of
customers as well as according to the competition present in the market. All the
adopted practices as well as perceptions helps the restaurant to maintain its

management services and can be terms as better hospitality services to fulfil the
requirements of the customer servicing.
 Multicultural competencies: As per the ability of the management to get
interact efficiently with the customer as well as the employees belong to the
different culture are come under the criteria or multicultural competencies.
Management of the restaurant should interact with all these people to understand
the problems or weakness they are experiencing within the restaurant with the
way to deal all these issues management can opt a proper strategy (Mohamad
and et. Al.,2020) .With these abilities it is possible to the big easy Chelsea to get
the customer attention and satisfaction by implementing all these strategies in
the account of decision making.
 Self-management competencies: As per the restaurant, it is one of the most
appropriate competency of management in the term of self-identification.
Management of all these challenges by relating them to self-experience in the
term of emotion, Using them in the way to improve the facility as well as the
services towards customers comes under the category of this competency
(Hwang and Lee, 2019) In Big Easy Chelsea, management should self-observe
all the problems as well as services and analyse the lacking, by including these
emotions within the process, strategy planning can be improved.
Recommendations:
 Hiring and retraining the staff: In the big easy Chelsea, staff of the restaurant
is not fully trained in the nature to show professionalism within their customer
services (Kleynhans, Shai and Roeloffze, 2018) So it can be recommended as
management should hire properly trained employees to better out the services

towards the customers. Moreover, frequent and proper training sessions should
be conducted for the employees so that they can learn new skills as per new
marketing trends for the best servicing within the restaurant.
 Solution of operational issues: In the hospitality sector there are lots of
managerial challenges exist related to the customers such as reservations of the
tables for dine-in, attending customers at restaurant, front desk operations
responsible for the take away a billing for the order, maintaining the cleanliness
in tables as well as in the kitchen and more(Marneros, Papageorgiou and
Efstathiades, 2020) For the front desk operations it is recommended to adopt the
digitalization in the operation process as an example PMS system. These sort of
system software can ease the operation by make them automated as well as
communication over large extend can be done easily with the help of these sort
of software.
 Cost cutting of the consumables: besides changing the supplier as per the
proposed action plan, few more implementations can be done in the manner of
cost cutting of the product supplies. In the account of cost reduction, as per the
recommendation various cost strategy can be opted at the big easy Chelsea
such as contro0l on the stock, maximum reduction in the wastages, by doing
constant check on the inventories that can help in substituting old costly methods
etc (Alexakis and Jiang, 2019). When the costing for the restaurant will be lower
than the cost fall can be expected in the term of restaurant services and by this
way it will be possible for the average customers to afford food at Big easy
Chelsea that results in the high profit as well.

 Maintenance: cleanliness as well as maintaining hygiene are the primary
requirement for any of the restaurant sector. To improve the hygiene, the big
easy Chelsea should adopt more practices for the staff such as be in uniform in
the shift time, wear caps to cover hairs, sanitize or wash hands frequently etc.
During the guest attending time it should be compulsory to wear gloves or hand
gears as well as in the kitchen it should be recommended to wear apron to avoid
the stain on the uniforms. All of these applications can result in the term of better
hygiene as well as good impression on the customers.
 Management of online reputation: Managing online reputation also attracts the
customers to have experience of best dine in as well as services within the
restaurant. For the management it is highly recommend for the big easy Chelsea
to follow the digital trend and should have built better reputation by fulfilling all the
expectations of the customers. Better infrastructure, lights, restaurant tone, lively
environment. Interactive activities with the customers also help to build the good
reputation in the market (Deineka, and et. al., 2021). And for the digital
experience, online publicity as well as advertisement can help the restaurant to
sustain its existence within the market and leads towards huger profit in the
business.
CONCLUSION
As per the report, it can be concluded as there are many of the challenge in managerial
services in the sector of hospitality. All of these challenged are related to the
experience of the customer within restaurant either is in the term of Dine-in or time of

take-away. These challenges are explained in the report in the terms of maintenance,
lacking of skill as well as the knowledge, cost increment as well. All of these challenges
results in the manner of less profit to the Big Easy Chelsea. Moreover, two of the
managerial theories are explained for the evaluation of the challenge as well as in the
solution term. The way theories can be applied to the company can be counted as the
solution towards the restaurant. In this section one more company is also have been
studies to understand the relative managerial problem in the restaurant industry.
In this report, it was concluded that Action plan as well as the evaluation of the
plan in terms of outcome is the way to understand the proposed solution of the
managerial problems. In the end, development, application as well as practices are also
discussed in the professional competencies as well as in the development of the
decision-making within the management. Strategic as well as the recommendation set
also have been included in this report for the better performance.

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