Evaluate different options to resolve the conflict
Assume that you are working as a manager in Terra Rossa Restaurant & Bar in Melbourne. Restaurant serves different Italian cuisines and drinks and accommodation services. It is your job to manage the restaurant staff, resolve any conflicts with the customers and within staff members. As a manager, you can give free drinks, promotional food items and take appropriate steps to handle the conflict situation with the customers.
With the arrival of Footy season, the customer inflow has increased and creating a busy environment in the bar. Today is Footy Friday and you are anticipating a high influx of customer in the restaurant.
The restaurant is determined to cater any customer within 2 minutes of their arrival and serve delicious food and drinks within 15 minutes of order.
You have 15 people staff on Friday and Saturday including 4 chefs, 3 Bar attendants, 3 support staff /kitchen hands, 5 waitresses.
You noticed that one customer is not happy with the food quality and claiming that food was not arrived on time and misbehaving with your staff and using abusive words to her. He is threating your staff. Your staff is trying to resolve the issue, but customer tone is too loud and not willing to listen anything. As your staff is not able to handle the situation, she escalated the issues to you.
- Identify the conflict and use different techniques to prevent escalation
- Please make sure the safety of your staff
- Use different techniques and skills including conflict-resolution techniques and communication skills to understand the root cause of the conflict
- Follow organisation policies and procedures (Appendix) to manage the conflict
- Act as a role model and task responsibilities of the cause
- Evaluate the impact of the conflict on business and other customer
- Discuss with the customer and evaluate different options to resolve the conflict
- Check any legal actions needs to be taken
- Implement the best solutions and complete the following report
