Trader Jack's Restaurant has friendly and polite staff that provide good customer service. However, employees are dissatisfied with the inconsistent reward systems for their work. The document discusses Trader Jack's training programs and excellent customer service, but notes that employees are not consistently rewarded. Interviews with manager Michael Marquis and staff revealed the training processes and that while customer service is excellent, the reward systems could be improved to better appreciate employee service.
Trader Jack's Restaurant has friendly and polite staff that provide good customer service. However, employees are dissatisfied with the inconsistent reward systems for their work. The document discusses Trader Jack's training programs and excellent customer service, but notes that employees are not consistently rewarded. Interviews with manager Michael Marquis and staff revealed the training processes and that while customer service is excellent, the reward systems could be improved to better appreciate employee service.
Trader Jack's Restaurant has friendly and polite staff that provide good customer service. However, employees are dissatisfied with the inconsistent reward systems for their work. The document discusses Trader Jack's training programs and excellent customer service, but notes that employees are not consistently rewarded. Interviews with manager Michael Marquis and staff revealed the training processes and that while customer service is excellent, the reward systems could be improved to better appreciate employee service.
Trader Jack's Restaurant has friendly and polite staff that provide good customer service. However, employees are dissatisfied with the inconsistent reward systems for their work. The document discusses Trader Jack's training programs and excellent customer service, but notes that employees are not consistently rewarded. Interviews with manager Michael Marquis and staff revealed the training processes and that while customer service is excellent, the reward systems could be improved to better appreciate employee service.
Problem: Based on customer service surveys, Trader Jacks was deemed to possess friendly and polite staff, a clean and welcoming ambience, prompt service and good customer service qualities. However, employees were not satisfied with the inconsistent reward systems. Failure to provide consistent employee reward and recognition systems may result in a reduction in the level of service and a high employee turnover rate. Trader Jacks has a good training programme and exceptional customer service but employees are not consistently rewarded for it. Trader jacks is only one of three established restuarent in Trinidad and Tobago owned by Snappers and J Malones are the other two restaurant owed by..They causal to fine dining restaurants each with their own unique ambience makes it a perfect escape out of the ordinary to go with family, friends or that special someone. With many of their establishments dispersed nation wide, trader jacks is the restaurant that stood out most to us. Located at movie town their sea food and grill restaurant offers a wide range of foods from pizza to pasta, meats to seafood, quesadillas to chips along with their array of eye catching smoothies and cocktails. The restaurants dcor is amazing site to see as the place has a vintage Spanish-jungle look. The two story building is equipped with a bar on each level and there is seating for the restaurant which utilizes both inside and outside the venue and seats approximately 400 persons. Bathrooms named Jack and Jill his and hers respectively makes it a fun and interesting way to go to the bathroom. There live tree house and pond centre piece is one of the main attractions of the restaurant. Along with their rock waterfall, leaf back seats and feature signage. On entrance to the restaurant guests are greeted by a friendly hostess and then seated by an enthusiastic waiter/waitress. The warm, professional yet friendly feel of the servers makes the guest feel as though they were family. The service encounter of their staff is excellent. From the meet and greet to placing the order, receiving the order, the follow up to the check out, trader jacks employees exemplify what quality service is all about. Their turnover rate is extremely low as most of trader jacks employees have been employed at the establishment for more than 1 years, some as long as the 3 years they have been in business. For each area of work i.e kitchen, bar and floor staff the training period is different. When speaking with most employees, their training period lasted approximately 2-3 months. For kitchen staff the train process include (learning how to cook on the grill plating etc), for the floor staff ( how to deal with customers, setting tables etc) and the bar staff was train in the mixing of drinks and how to deal with customers. We interview 12 employees and the method in which we collected data stemed from interviews with the manager Mr.micheal marquis, and the staff and customers and observations. Two questionnaires we done, one for employees and one for customers. The customer
questionnaire consisted of 10 questions which aimed/ focused on at the quality of
service they received from Trader Jacks, what were their expectations of service quality at causal dining restaurants and did trader jack meet them and if they would return. The employees questionnaire focused on the training process for the employees, what is the employee-management relationship like and how does management monitor and reward their performace. From our observations we realized that trader jack has excellent customer service but the reward systems in place are not consistent to appreciate the service that their employees provide.
Training put something with micheal marquis
Learining objectives: To understand what motivates employees to provide excellent service To understand management To be able to understand what makes a better employee-management relationship How motivating or rewarding employees can like to exceptional service
From all our observations and interviewing staff members from bar staff to kitchen and floor staff