INTRODUCTION

In summer break, i had done my internship in kebab in

Opole Lubelskie, Poland. It was a great experience for me
as i met many nice people here. It has increased my
confidence level as i had direct contact with customers. It
helps me to get idea of polish people’s nature and their
language. Also, my colleagues with whom i worked are
very polite and hard working. I had learned so much from
them. The owner of the kebab is also very polite and
hard-working. He had helped me a lot in this internship
period. It was a great experience for me to work here.
 THREATS
Rising cost of
ingredients
Delivery and takeaways
Intensifyning
competition from Loyal customers returning
established chain and technology
kebabs Potential growth for food via food apps
Uncertain
economic
OPPORUNITIES
environment
Competitors are ANALYSIS
located nearby
SWOT
Small menu STRENGHS
Language barrier for foreigners Easy to maintain
No work in winters Low budget
Modest advertising budget required
Single location means limited reach Good reputation
among local
WEAKNESSES community
Variety of dishes
Highly efficient
team
 PROBLEMS IN PERFORMANCE OF KEBAB
Customer Complaints About Food
 Food and beverages served at incorrect temperatures: Scalding hot entrees and
tepid water are a few things high on the list of customer turnoffs. Nearly 70% of
survey respondents report getting temps wrong ruins their dining experience.

 Order mix-ups: During peak rush or sometimes just a team member mind slip,
serving the wrong entrée or having something go missing from an order leaves a
bad taste in the mouth of customers.

 Perceived poor value/overpricing: Pricing can be ticklish. Customers approach

pricing subjectively. If the food presentation or eating experience didn’t live up to
their expectations for whatever reason, value may be called into question. So the
price should be valued by taking consideration factors in mind.

Restaurant Customer Complaints About Service

 Rude servers: Customers are easily exasperated with servers who have a
condescending tone, unkempt appearance, or indifferent attitude. The same
holds true for servers who make customers feel rushed to finish or leave. Lurking
around tables or clearing dishes before customers finish their meals isn’t efficient
— it’s uncomfortable. Sometime it will create a problem for employes and for
employer.
 Long waits for seating/service: If it takes “forever” to be seated or served, expect to hear
about it from more than half of customers. Tables not ready for at least 15 minutes past
reservations times? That grates on customers in equal measure. Some of customers gets
aggresive because of no available seats and long waiting.

 Inaccurate check calculation: Servers are human, and miscalculations can happen
although it’s a much more rare occurrence with tabletop and POS technology. However,
being presented with a check that has the wrong total gets customers upset.

 Language problem : As a foreigner in poland, it is very difficult to understand the

language of customers. Sometimes it will create problems for employees as they did not
get what customer is saying.

Restaurant Customer Complaints About Atmosphere

 Untidiness: Any perception of uncleanliness is unacceptable, especially given the
heightened sensitivities around COVID-19. Dirty utensils and tables are the number one
customer complaint when it comes to untidiness, followed very closely by restroom
neatness and poor server hygiene or appearance. Establishing simple Standard Operating
Procedures tends to curtail problems.
 Poor positioning: Restaurant layouts that crowd tables together or perch dinners in
undesirable locations (like near a kitchen service door) is fodder for customer dissatisfaction.
The general noise of table conversations and shuffling about of a lot of customers in a
confined space only add to the frustration, and will be a major concern as restaurants re-
open under pandemic restrictions
 Ineffective Staff Management:Another one of common restaurant problems, ineffective staff
management can lead to many issues such as low morale, high employee turnover, and low
productivity. Ineffective management can be caused by several factors, such as lack of clear
communication, improper alignment of the staff with the business goals, and inadequate
training.
 Ineffective staff management results in poor customer service, which can impact your
restaurant’s reputation and potential future customers who rely on online reviews to make
decisions.
 Inability to Maintain Consistency:Another one of common problems in restaurants is the
inability to maintain consistency in terms of food taste and restaurant hygiene. In the
aftermath of the COVID-19 pandemic, sanitation and hygiene have become crucial in every
aspect of our lives. Maintaining a clean restaurant has become an expectation rather than an
exception, and lack of hygiene is one of the worst common problems in restaurants.
Aside from an immaculate restaurant, you also need to prepare delicious dishes to drive
more sales and delight your customers. Adding the right flavor to your food requires careful
planning and attention to detail. If your food remains bland and flavourless, your customers
will flock to someone who offers tasty treats.
 Lack of USP and Online Presence:In today’s dynamic environment, every business
requires two critical components: a unique selling proposition (USP) and a sizable online
presence. Restaurants must set themselves apart to stay ahead of the game, especially
when the competition is fierce. Offering delicious meals and good customer service might
just not be enough to make the cut.
 Without an online presence, millions of people who spend time on the Internet
looking for places to dine or make orders would not be able to see your restaurant. And
without a USP, your restaurant offerings will lack the oomph factor that intrigues people,
resulting in lower footfalls and reduced customer retention.

 Inability to Make The Right Decisions: Knowing your restaurant’s performance is a must.
Without these numbers, you will not be able to make heads or tails of your daily
operations. You must establish metrics to gauge your restaurant’s performance, such as
the revenue you generate on a particular day, the inventory you are currently carrying
and its freshness, your production plan for a certain week, and the cost incurred for
purchasing ingredients.
 Every single operation in a restaurant is a chain reaction – dependent on one another
and impacting the restaurant’s performance. Without these numbers, your daily
operations become chaotic and you lose track of your investments and expenses. As
mentioned in an earlier point, monitoring these metrics manually is a meticulous
method.
Absence of Automation
Without automation, your dependence on manual labour increases exponentially.
While the costs of procuring ingredients and labour can be determined, the hidden
cost of human errors impacts the bottom-line profoundly.
Lack of automation is one of the most common problems in restaurants, resulting
in complex daily operations, especially for medium and large restaurants with the
capabilities of processing over a thousand orders in a single day. Monitoring
inventory and planning purchases becomes a huge hassle, and there is a significant
disruption in communication between your wait staff and kitchen staff. As a result,
your restaurant’s efficiency decreases, causing your profitability to plummet as
well.
WORK PLAN TO SOLVE PROBLEMS
KNOW WHAT YOU
KNOW WHO YOU
WANT TO
SHOULD ASSIGN
ACCOMPLISH

MAKE SURE
POINT OUT WHAT EVERONE HAS
HAS TO BE DONE EVERYTHING THEY
NEED

SET UP A WORK
SCHEDULE
 Here are the steps you will need to follow to create an effective restaurant action plan:

1. Know What You Want Your Restaurant to Accomplish

Before you can even come up with what you will need to do to accomplish your goals,
you’ll need to spell them out in the action plan first. So what is it that you want out of
your restaurant? Do you want to be the best in your area? Do you want to make sure
that your customers dine on only the finest quality meals? You’ll have to make sure that
you point this out as clearly as possible.

2. Know Who You Should Assign

Since there are things that have to be done, you’ll need to point out who will be in
charge of specific tasks. This is where you will need to write down the people that you
will be assigned certain duties and responsibilities that are vital to accomplishing your
restaurant’s goals.
So go through the people that you’re working with and assess their current level of both
knowledge and skill. See which of them you think is suited for the roles that will help see
that your restaurant can meet the goals that you’ve set out.
If there’s a specific role that you think nobody in your staff can take on, then you should
go through external sources to find the best possible person for the job. So make a job
opening, conduct interviews, do background checks, and come up with a system that
allows you to choose the right person for the job.
3. Point Out What Has to be Done : Now that you’re done with writing down the goals
and who’ll be in charge of certain tasks, the next thing you’ll need to do is write down
what has to be done to reach your restaurant’s goals. This is where you will be placing the
daily operations of your restaurant. The reason for doing this is because you want your
employees to know what it is that has to be done every day just so the main objective can
be reached. Think of this as a sort of guide that will help everyone in the restaurant.
So first, think about what should happen in your restaurant. When should it open? Who
will be opening it? Who’s going to be waiting on and serving the customers? Preparing
the meals? You’ll have to answer all these questions and any more which are related to
your restaurant to make sure that it’s able to see success.
Make sure that you explain the daily processes in full detail so that neither you nor your
employees will forget what has to be done.

4. Make Sure Everyone Has Everything They Need: Just because you know what has to
be done doesn’t mean that you can act on them right away. You have to ensure that
everyone has what they need to do what they’ve been assigned. This means you’ll have
to look into what equipment, materials, and supplies the restaurant should have to do its
daily operations. Try to get the best suppliers for ingredients and decide whether to
purchase or rent the equipment you need to proceed with daily functions.
5. Set Up a Work Schedule: And lastly, you’ll want to make a proper working
schedule for all of your employees to follow. Just make sure that the schedule
contains reasonable working hours so that you won’t hear employees complain
about the duration of how long they have to work every single day. Also, be sure that
you give them break times as it’s both mandatory and required for your employees
to function properly.
The main point of the sample schedule is so that they’ll all know when they have to
come in and out of work, ensuring that everything takes place exactly when it
should.
Solution
You must ensure that your employees are happy and motivated to work. Here are a
few tips towards implementing effective staff management:
Communicate the role expectations and key deliverables of every staff clearly
beforehand. Give enough clarity on their responsibilities and ensure that they are
aligned with the goals of your company.
Help your staff to upskill by providing extensive training and on-the-job learning to
perform their tasks effectively.
Create a positive and productive work environment for your staff by providing
enough space for discussions and feedback.
Ensure your staff understand and practice the right etiquette while interacting with
customers.
 Develop your menu such that it features dishes of your niche that consist of strong
flavours. For instance, if you’re into Arabian cuisine, make sure your menu covers dishes
such as shawarmas, biryanis, and kebabs.
 Train your chefs and kitchen staff on proper techniques for preparing each menu item,
and provide them with the recipe information that specifies the ingredients and steps to
be followed.
 Ensure that your restaurant is compliant of all the rules and regulations prescribed by
the respective authority, i.e., the Food Safety and Standards Authority of India (FSSAI).
 Sterilize your cooking stations, utensils and equipment properly. Implement proper
procedures for disinfecting the restaurant, and make sure you have proper ventilation
and drainage systems.
 Train your staff to wash their hands frequently and to wear protective head gear and
gloves before entering the kitchen.
 Adopt the latest technology to provide a contactless dining service, such as QR codes to
scan menus and share feedback, contactless ordering, and digital payments. Determine
a niche (cuisine) and differentiate your restaurant based on a theme related to a
particular locality, a pop culture reference, or the cuisine itself. Your restaurant elements
can be designed to complement the chosen theme.
 Understand what your customers want and think of creative ways to link your offers with
their needs. For instance, they might need more comfortable seating.
 Make sure you provide enough visibility for your brand and logo. Include them in your
menus, staff uniforms, and other paraphernalia.
 Strengthen your online presence with the following techniques:
 Adopt a comprehensive digital marketing strategy. Utilize a mix of paid and organic media to
reach more customers and raise awareness for your brand.
 Adopt your own website and online ordering app. This will also reduce your dependence on
third party food aggregators.
 List your business profile on Google Business Profile to increase visibility within your
geographic location.
 Entice food bloggers and influencers with offers and discounts to promote your restaurant.
 Extensive sales reports that provide insights on your bestsellers based on category, payment
method, and time of the day, and help you forecast your production.
 Ingredient and food cost reports that help you understand how much you spend in
procuring and preparing your menu items, as well as gauge your profitability.
 Production reports that help you understand if your consumption is optimal and help you
reduce wastage costs.
 Inventory management reports providing detailed information on your current stock,
changes made to stock quantity to detect pilferage, ingredient freshness, and safety stock
levels in case you need to make purchases.
 Handling Restaurant Customer Complaints:
4 Best Practices

For the most part, irritated customers just want to be heard. Online or in-
person, readily acknowledging complaints and offering workable solutions goes
a long way to repairing what could be a strained relationship.
To rectify common customer complaints in restaurants, use these 4 best
practices:

 Listen: Give the customer your undivided attention

 Empathize: Express an understanding of why the situation would cause
frustration
 Apologize: Be sincere and respect the customer’s feelings
 Fix: Acknowledge and take full responsibility for the mistake and explain
specific next steps you’ll take to correct it
You can stay ahead of some of the most common complaints by effectively
training your employees and optimizing your kitchen operations.
 Process Indicators

• Train Employees For an Excellent Customer Service

Proper etiquettes must be maintained in every restaurant irrespective of any format for ensuring
better customer service, which we have mentioned below.
• The food should be served and cleared from the diner’s left. However, the drinks should be
poured and refilled from the right.
• Whenever there is a need for any staff member to interrupt the customers, they should be polite.
• Clear plates, bring the check and process it promptly.
• Encourage and train them to think concerning customer care, which goes beyond basic service.
The care concept includes such simple steps as smiling at your customers and greeting them
promptly and understanding their needs before them saying like refilling water glasses and
keeping extra napkins.

• Encourage Effective Communication Between Staff Members

The most important principle of any great restaurant service is that there should be consistent
and effective communication between all your staff members. The staff members should be
trained to communicate professionally. Regular staff meetings should happen so that all the staff
members are on the same page.
• Ensure Accurate Wait Timings
One of the significant turn-offs that lead to poor restaurant service is delays. Be it a delay in
seating customers, offering the menu, taking the order, bringing in the food or the bill; time lags
can ruin the customer experience. For excellent restaurant service, the wait timings should be
accurate.
• Deal With Customers Complaints and Concerns
‘The Customer is always right’ is the well-known proverb amongst all the people associated with the restaurants.
Any issue or concern of any customer should be taken care of on a priority basis. However, in the digitalized
world, customers prefer to post their complaints on social media platforms. But whenever customer posts their
complaints online, the management should be responsive enough and should reply with politeness and
courtesy.
• Use Technology For Better Restaurant Service
The use of technology is increasing manifold in all industries alike, and in this digital age and with so many new
restaurants opening, the restaurant industry is getting competitive at each step. Automating restaurant
operations helps in improving its efficiency which in turn will enhance your restaurant service.
• Maintain Hygiene And Cleanliness In Your Restaurant
• Hygiene in restaurants is not just essential to ensure the health and safety of your employees and customers,
but also because it plays a significant role in the perception of your restaurant. The customers can get highly
disappointed if the plates in which they are served food are dirty. One of the most prominent complaints diners
have is of the dirty restrooms. It is essential for any restaurant to follow the cleanliness and hygiene standards
to ensure that your customer has an overall positive impression of your restaurant.
• Offer Diverse Payment Options:
• When you give your customers limited options to pay, chances are they might take their business elsewhere.
Customers don’t want to have hassles with making payments. Plus, since the pandemic, they would rather have
little or no contact with bank notes, so they expect cashless transactions.
• 8.Appreciate and Reward Loyalty:
• A study found that increasing customer loyalty by 5% can increase income by 25% to 95%. Because, really, who
doesn’t like loyalty programs and gift cards? Offering them discounts simply because they are loyal gives them
an incentive to keep returning for more. If your customer is happy and satisfied with your restaurant service,
they are likely to talk about their experience with others and are also likely to return.
•
GANTT CHART
KEY PERFORMANCES INDICATORS