Good planning and flowcharting layouts are important keys to success in the restaurant industry. Too many restaurants are having serious operating difficulties today because these points have been ignored. There is one good reason for the flowcharting analysis, it is because a restaurant cannot afford to loose good customers and similarly cannot afford the extra time for serving them. In today's fast paced environment more and more people are looking for faster service as well as a friendly environment. In order to retain and attract customers a restaurant must meet all of their expectations. I have chosen to analyze Guapo's Sports Cafe as part of my flowcharting analysis. The following will provide an in depth look at the service operations.

The following will present the steps in providing services to customers in a restaurant industry.

6.) Chef prepares soup or salad and gives the order to the waiter.

Service variability and customer contact can greatly influence service design. By looking at the service design matrix (pg.169) we are able to see how the two issues are divided between the degree of variation and the degree of customer contact and customer involvement in the delivery system. In a restaurant organization the variability in service requirements would be rated as moderate. This is so because service is not totally customized; the menu provides a guide for the customers where certain specifications can be made. While the degree of customer contact would be rated as high. A waiter must directly handle any problems or questions a customer may have. The waiter must also make him/herself available to the customer at all times. The type of contact received by the waiter is crucial for restaurant organizations. A customer would like to have a friendly, serviceable, and helpful waiter.

11.) The waiter delivers check to the customer.

There must be a focus on delighting customers by delivering exceptional services. The most important is a focus on the management of the customer's "moments of truth," those occasions when the customer comes into contact with the organization and judges its performance. In a restaurant business the moments of truth take place when the customer is greeted and seated. If the customer is not greeted with a smile or promptly he/she will begin to view the restaurant negatively. Another moment of truth may be when served an unwanted or incorrect dish. If the waiter or manager is not able to deal with the situation in a skillful and friendly manner the customer may get pessimistic feelings towards the restaurant. And lastly a crucial moment of truth may be when giving check or receiving the tip. Waiters who try to squeeze an extra tip from the customer or show displeasure over the size of the tip arouse resentment on the part of the customer, which can result in customer loss. !

1- Empower all employees to be proactive in solving cus

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Approximate Word count = 1393
Approximate Pages = 6 (250 words per page double spaced)