AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE QUALITY OF CUSTOMER SERVICES AT THAI MARKET RESTAURANT

DUY TAN UNIVERSITY
FACULTY OF ENGLISH

LE QUANG HOANG DUNG – GRADUATION PAPER IN TOURISM 2022

LÊ QUANG HOÀNG DUNG
AN INVESTIGATION INTO THE REAL SITUATION AND SOME
SOLUTIONS TO IMPROVING THE QUALITY OF CUSTOMER
SERVICES AT THAI MARKET RESTAURANT

DA NANG, 2022


DUY TAN UNIVERSITY
FACULTY OF ENGLISH

GRADUATION PAPER

AN INVESTIGATION INTO THE REAL SITUATION
AND SOME SOLUTIONS TO IMPROVING THE
QUALITY OF CUSTOMER SERVICES AT THAI
MARKET RESTAURANT

Major: English for Tourism and Hospitality

SUPERVISOR

: LÊ HOÀNG PHƯƠNG, M.A

STUDENT

: LÊ QUANG HOÀNG DUNG

CLASS

: K24 NAD6

STUDENT CODE: 24203216135

DA NANG, 2022


ACKNOWLEDGEMENTS
My graduation thesis could not successfully complete without the
invaluable help, advice, and encouragement from many teachers in the Faculty
of English and all staff in Thai Market restaurant.
First and foremost, I would like to express my deepest gratitude to all
teachers of Duy Tan University in general and the Faculty of English in
particular, especially Mrs. Le Hoang Phuong, my supervisor. During the
writing thesis process, she gave me helpful suggestions, critical comments, and
support so that I could finish my graduation thesis.
Secondly, I would like to send my thankful words to Thai Market
restaurant and Mr. Le Thai Hoang , who created an opportunity for me to
practice at the restaurant and directly trained during my internship. I will not
have the accurate document in the Hospitality document as well as wonderful
advice to complete this graduation thesis without his enthusiastic help.
Thirdly, allowing me to express my thank to all staff of Thai Market
restaurant, who always shared working experience and provided me with useful
information, document whenever I need.
Last but not least, I also sincerely thank my family, my friends for their
support and encouragement during the process of conducting this study.

Moreover, the shortcomings in this graduation paper are unavoidable.
Therefore, I hope to receive the sympathy from teachers.
Finally, I respectful wish all teachers a lot of health, success in the noble
careers, and wish members of Thai Market restaurant all health, happiness in
their life.
Thank you so much
Sincerely
Le Quang Hoang Dung


STATEMENT OF AUTHORSHIP
Except where reference is made in the text of the thesis, this thesis
contains no material published elsewhere or extracted in the whole or in part
from a thesis by which have qualified for or been awarded another degree or
diploma.
No other person’s work has been used without due acknowledgement in
the thesis.
This thesis has not been submitted for award of any degree or diploma in
any other tertiary institution.
Danang, May 19th, 2022

Le Quang Hoang Dung


ABSTRACT
This graduation thesis begins with investigating on hospitality sector, mainly
focused on real situation of the quality of Customer services for consumers at Thai
Market Restaurant and some solutions to improving them. This case study is
carried out basing on the theoretical background and the practical data. To find the
results, I will gather all of the main related, information about the quality of

customer services at Thai Market Restaurant through my survey, finding and
observation. Based on the information, I will give out some solutions to
improving the quality of customer services for consumers at the restaurant.
I hope my recommendations will help the restaurant to attract more
customers and contribute to the growth of the hospitality industry in Da Nang city.


LIST OF ABBREVIATIONS
ACT: Accounting
AM: Area Manager
CEO: Chief Executive Officer
CIT: Corporate Incomes Tax
DIR: Director
HR: Human Resources
IC: Internal Control
IT: Information Technology
MKT: Marketing
PW: Production Warehouse
QC: Quality Control
RM: Restaurant Manager
SS: Supervisor
TN: Training


LIST OF TABLES


LIST OF FIGURES AND DIAGRAMS
................................................................................................................................10
Contact information:...............................................................................................10

- Address: + 48 Thai Phien - Phuoc Ninh - Hai Chau - Da Nang...........................10
- Phone number: (+84) 2363888163.......................................................................10
- Fax: (+84) 2363888163........................................................................................10
- Email:
- Website: ................................................................................10
Thai Market Company is a system of Thai Market - a chain of restaurants
specializing in famous Thai dishes, born in 2012 in Da Nang. Until now, the Thai
market chain has more than 10 restaurants serving customers to eat and learn
about Thai cuisine...................................................................................................10
History:...................................................................................................................11
- 2012: Indochina food court – Da Nang................................................................11
- 2013: 04 Tran Quoc Toan – Da Nang...................................................................11
- 2014: 17 Le Hong Phong – Da Nang...................................................................11
- 2015: 62 Phan Chu Trinh - Hoi An.......................................................................11
- 2016: 46 Thai Phien – Da Nang...........................................................................11
- 2018: 183 Nguyen Van Thoai – Da Nang.............................................................11
- 2019: Ba Na and Binh Minh 5 – Da Nang............................................................11
- 2020: Pi Thai (Thai noodle soup) and Morfai (Thai Hot Pot Buffet) – 17 Le Hong
Phong – Da Nang....................................................................................................11
-2021: 95 Cao Thang – Ho Chi Minh and 112 Trung Hoa – Ha Noi......................11
Today's success of the restaurant chain is a process of inspiration from the brand
owner and the collective work of Thai Market. Mr. Le Thai Hoang, the founder of
the restaurant chain, spent a lot of time traveling through most of Thailand to
enjoy and learn how to cook delicious food. With the passion for food and the
ability to cook formed from a young age, it was not too difficult for him to find
delicious recipes and recipes from Udon Thani, Bangkok, Chiang Mai, Phuket or
Pattaya, etc..............................................................................................................11
.................................................................................................................................11
Diagram 3.1 : Organizational Structure of Thai Market Company........................12
With almost a decade of experience, Thai Market Company is not only a reputable

restaurant, but also a very successful and skilled organizer. To contribute to the
company's growth, each department works and creates continuously in order to
provide the highest quality products to clients. Each department's duties will be
listed in this section.................................................................................................12
3.1.3.1. Director......................................................................................................12
3.1.3.2. Chief Executive Officer ( CEO)................................................................12
3.1.3.3. Area Manager.............................................................................................13
3.1.3.4. Human Recourses......................................................................................13
3.1.3.5. Marketing...................................................................................................13
3.1.3.6. Accounting.................................................................................................13
3.1.3.7. Training......................................................................................................13
3.1.3.8. Production Warehouse...............................................................................13


3.1.3.9. Information Technology – Internal Control...............................................14
3.1.3.10. Quality Control........................................................................................14
3.1.3.11. Restaurant Manager.................................................................................14
3.1.3.12. Shift Supervisor.......................................................................................14
3.1.3.13. Employees................................................................................................14
* Food service.........................................................................................................15
................................................................................................................................15
Regarding food service, Thai Market restaurant will provide customers with
wonderful culinary experiences along with an amazing place. Thai Market
restaurant only specializes in serving Thai dishes. The menu is diverse and
attractive with fresh materials dishes and more than 50 typical dishes of Thai
cuisine such as Pad Thai, Tomyum, Mango sticky rice,etc. All are directly served
by skilled chefs.......................................................................................................15
The restaurant’s menu is divided into categories: appetizers, main courses,
vegetarian dishes, additional dishes and desserts...................................................15
* Beverage service..................................................................................................15

................................................................................................................................16
In the restaurant, beverage service is also important to help customers enjoy their
meal better. As a Thai restaurant, the indispensable drink is Thai milk tea - a
famous drink in Thailand. In addition, the restaurant also serves drinks such as
fruit juice, soft drink, mineral water, smoothie and beer........................................16
*Customer service...................................................................................................16
One of the most important elements to consider when running a restaurant is the
quality of the customer service you provide. Thai Market's customer service
includes providing courteous and quick service to meet customers' needs during
their dining experience............................................................................................16
Diagram 3.2: Organization structure of catering department................................17
The organizational chart of Thai Market Restaurant's service staff is very simple.
Because the workload in the restaurant is not much, each employee performs one
or more jobs. Usually, each shift has only one or two service staff, so the service
staff takes care of tasks such as welcoming guests, receiving party bookings. The
organizational chart of the service staff shows that the division of functions and
duties of each department is quite clear and reasonable.........................................17
3.2.2.1. Manager.....................................................................................................17
A manager is responsible for recruiting and training staff, managing the entire
restaurant and handling situations that occur at the restaurant...............................17
3.2.2.2. Supervisor..................................................................................................17
A supervisor is responsible for assigning, allocating and arranging jobs for
employees, tracking and dividing shifts.................................................................17
3.2.2.3. Service staff...............................................................................................17
Serving is a job in the Restaurant industry. This is the job to contact many
customers and help them have a good experience when coming to a certain
restaurant. The service staff will be the one to wait for the guests to arrive, order
food for the guests, transfer the guests' requests to the kitchen and bring the food
to the guests. This is the person who creates a pleasant and comfortable feeling for
guests and ensures that the dining experience of customers is always great, and in

addition, the wait staff will take care of tasks such as:...........................................17


- Cleaning and arranging the assigned table/seating areas.....................................18
- Greeting customers, giving menus to customers..................................................18
- Answering menu related questions for customers................................................18
- Recording food and drink requests of customers to be served.............................18
- Checking the order and transferring the customer's order to the kitchen for the
kitchen department to execute................................................................................18
- Bringing food and drinks to guests.......................................................................18
- Responding to service requests from customers..................................................18
- Cleaning up after guests finish eating, arrange seats, set up new meals..............18
................................................................................................................................19


TABLE OF CONTENTS


1
CHAPTER 1: INTRODUCTION
1.1.

Rationale
In the trend that the world economy is developing rapidly. And tourism is

chosen by many countries as a key economic sector, recognizing the
importance of tourism while also keeping up with the global economy's
development trend. In the world, Vietnam has also identified tourism as a
spearhead economy. In fact, tourism has brought our country a large source of
foreign currency, so it is called a smokeless industry.

More and more tourists come to Vietnam, so to meet the indispensable
needs of tourists, many hotels and restaurants have been built.
In addition to accommodation services, the need for food is one of the
indispensable needs in human life. People's living standards are improving day
by day, requiring a fuller and more diverse response to their dietary needs. A
series of restaurant systems have been born with many different sizes, rich
products to serve a wide range of customers and bring economic efficiency to
businesses in particular and the tourism industry in general.
In the business process of any restaurant, in order to have success and
bring attractiveness to customers, the important factor is the serving staff and
the way the food is prepared. To the role of restaurant staff, they are the people
who directly contact and serve customers, bringing in revenue and profit for the
restaurant.
Thai Market Restaurant commenced operations in the end of 2012 in Da
Nang as the city’s business in the hospitality industry. The restaurant always
wants to provide customers with the best quality of customer services. To
compete with other business restaurants and meet the increasing need of
consumers, Thai Market Restaurant needs to focus on the quality of consumer


2
cares as well as providing timely solutions to improve it better. That is why I
decided to choose the topic “An Investigation into Real Situation and Some
Solutions to Improving the Quality of Customer Services at Thai Market
Restaurant” for my graduation paper.
1.2.

Aims and Objectives
- Aims
This paper aims to conduct research on the real situation of the quality of

customer services for everyone at Thai Market Restaurant and suggest some
solutions to improve the quality of customer services at the restaurant.
- Objectives
The purpose of this study is to achieve the following goals:
+ Examining the whole welcome process at Thai Market restaurant in
great detail.
+ Determining the quality customer service’s strengths. Shortcomings,
opportunities, and threats.
+ Making recommendations on ways to improve customer service quality.
1.3.

Scope of the study
This investigation focuses only on discussing issues related to the real

situation and some solutions to improving the quality of customer services at
Thai Market Restaurant.
1.4. Methods of the study
In the process of making this: I use the methods such as:
- Direct observation of the reception service activities has been carried
out
- Method of Collection
- Method of Description
- Method of Analysis
1.5.
Organization of the Study
Chapter 1: Introduction


3

Chapter 2: Theoretical background
Chapter 3: Case description
Chapter 4: Analysis and evaluation
Chapter 5: Difficulties and solutions
Chapter 6: Conclusions and suggestions
References
Appendix


4
CHAPTER 2: THEORETICAL BACKGROUND
2.1. Hospitality Industry
The hospitality industry is one of the industries that is growing very fast
due to the fast growth of economies that have necessitated the growth of this
sector. Many investors opt to invest in this industry because it is widely known
that, such businesses have considerable profits. Hospitality is the main service
sector in the global economy.
It contains different service industries among which are food service, the
tourism and the hotel sectors. The industry is divided into two parts. These are
the entertainment part of the industry which houses clubs, bars and the
accommodation part that entails public houses, inns, resorts, hotels, hostels
campgrounds, motels and serviced apartments. Restaurants fall under the
category of clubs and bars. Under the same category also fall nightclubs and
fast foods (Barrows & Powers, 2009).
Restaurant industry is a component of the larger hospitality industry. It is
the industry that is changeable in the external environment. For such an
industry to remain relevant and competitive in the market, it has to be very
flexible, and have the diversity to enable it to easily adapt to these changes
(Montesano, Lee and Institute of Southeast Asian Studies, 2011).
2.2. Concepts of Restaurant

Nowadays, each mention of the restaurant will not be unfamiliar to each
of us and each person will feel differently about the restaurant. So what do we
think about a restaurant? There will be many different interpretations and
definitions of restaurants for sure. The word restaurant covers a broad range of
food service operations. The term comes from the French word restaurant,
meaning “restorer of energy.” The term was used as early as the mid-1700s to
describe public places that offered soup and bread. Today, any public place that


5
specializes in the sale of prepared food for consumption on- or off-premise can
be described as a restaurant (Barrows, Powers & Reynolds, 2012, p.68)
Restaurant now becomes a popular food and beverage business in the
world, ensuring the quality of the food and services for the food and beverage
business, meeting some requirements for enjoying, relaxation and dining.
2.2.1. Concepts of Restaurant Business
2.2.1.1. Definition
According to Vietnam National Administration of Tourism and Ministry
of Commerce (1986), a restaurant is a commercial institution that trades in
high-quality food and beverages and has a set capital level based on the
requirements for each type of business.
2.2.1.2. Classification of Restaurants
Ancient Indian History & Archaeology, Vikram University, Ujjain (n.d)
indicated all restaurants can be classified according to a set of social
parameters defined as polar opposites: high or low, cheap or dear, familiar or
exotic, formal or informal, and so forth. Any restaurant will be relatively high
or low in style and price, familiar or exotic in the cuisine it offers to different
kinds of customers, and so on. Context is as important as the style and form:
- Ethnic restaurants specialize in ethnic or national cuisines. For example,
Indian cousin, Chinese cousin etc.

- Fast food restaurants emphasize speed of service. Operations range from
small-scale street vendors with food carts to multibillion-dollar corporations
like McDonald's and Burger King. Food is ordered not from the table, but from
a front counter (or in some cases, using an electronic terminal). Diners
typically then carry their own food from the counter to a table of their
choosing, and afterward dispose of any waste from their trays. Fast food


6
restaurants are known in the restaurant industry as QSRs or quick-service
restaurants
- A casual dining restaurant (or sit - down restaurant) is a restaurant that
serves moderately priced food in a casual atmosphere. Except for buffet-style
restaurants, casual dining restaurants typically provide table service. Casual
dining comprises a market segment between fast food establishments and finedining restaurants. Casual dining restaurants often have a full bar with separate
bar staff, a full beer menu and a limited wine menu. They are frequently, but
not necessarily, part of a wider chain.
- Premium casual restaurants originate from Western Canada. Premium
casual restaurants are described as upscale fast casual. Similarly to casual
dining, they typically feature a dining room section and a lounge section with
multiple screens. They are typically found downtown or in shopping districts.
Premium casual restaurants carry a wide range of menu options including
burgers, steaks, seafood, pizza, pasta and Asian foods.
- Family style restaurants are a type of casual dining restaurants where
food is often served on platters and the diners serve themselves. It can also be
used to describe family-friendly diners or casual restaurants.
- Fine dining restaurants are full-service restaurants with specific
dedicated meal courses. Décor of such restaurants features higher-quality
materials, with establishments having certain rules of dining which visitors are
generally expected to follow, sometimes including a dress code. Fine dining

establishments are sometimes called white - tablecloth restaurants, because
they traditionally featured table service by servers, at tables covered by white tablecloths. The tablecloths came to symbolize the experience. The use of
white tablecloths eventually became less fashionable, but the service and
upscale ambiance remained.
2.3. Customer Satisfaction


7
Every business relies on customer satisfaction. Profitability, reputation,
sales, service, and image all rely on customers; as a result, they must always be
treated with respect. In today's market, achieving a balance between customer
satisfaction and company profitability is critical to any firm's success.
Customer satisfaction is defined in a variety of ways by many authors and
scientists. The most prevalent definitions of customer satisfaction will be
introduced in the next paragraph.
2.3.1. Definition
Kotler and Keller gave the most comprehensive definition of customer
satisfaction. They defined it as follows: “person's feeling of pleasure or
disappointment which resulted from comparing a product's perceived
performance or outcome against his/her expectations” (Kotler and Keller 2006,
144.)
According to Rai (Rai 2008, 7.), the formula for customer satisfaction is
the following: customer satisfaction equals customer perception of the service
received minus customer expectation of the customer service. Referring to this
method, the conclusion is that if customer’s perception of the service exceeds
customer’s expectation, then a client stays satisfied as well as the opposite; if
customer’s perception is less than customer’s expectations, then a client gets
dissatisfied.
Tse and Wilton identified customer satisfaction as ‘’the consumer’s
response to the evaluation of the perceived discrepancy between prior

expectations (or some norm of performance) and the actual performance of the
product as perceived after its consumption’’. (Tse & Wilton 1988, 204.)
According to Gerson, customer satisfaction is a customer’s perception of the
expectations that have been or have been not met. The buyer obtains the


8
product or service and expects it to work well. If it does, the customer is
satisfied if it is not, the customer is dissatisfied. (Gerson 1993, 5.)
2.3.2. The important of customer satisfaction
Customer satisfaction can be a fatal factor that affects any source of
business

and

company performance

.According

to

LaBarbera

and

Mazursky (1983), “satisfaction influences repurchase intentions whereas
dissatisfaction has been seen as a primary reason for customer defection
or discontinuation of purchase”. When achieved customer satisfaction it can
lead to a lot of advantages. According to Jochen Wirtz (2003) customer
satisfaction may lead to customer: customer are more likely to come back

to repurchase product or services , and generated customer loyalty as well as
they will introduce the product to other people surround them, as a
consequence this will lead to an increase on long term profitability of the
company
2.4. Customer Services
Customer service is a system of activities that comprises customer
support systems, complaint processing, speed of complaint processing, ease of
reporting complaint and friendliness when reporting complaint (Kim, Park
and Jeong, 2004). Customer services are the opportunities for telecom
service providers that are added to mobile network other than voice services
in which contents are either self produced by service provider or provided
through strategic compliance with service provider (Kuo, Wu and Deng, 2009).
The improved customer services are the focal point of the telecom service
providers for social as well as for economic reasons. From a social point of
view, services should be available to the customers on reasonable terms. As far
as economic factor is concerned, services should satisfy the needs of the
customers (Turel and Serenko, 2006; Melody, 1997).


9
For developing satisfaction among customers, the telecom service
providers need to be extra careful for the customer services they provide.
Satisfaction of customer is determined by his evaluation of service provided by
a brand (Gustafsson, Johnson and Roos, 2005). The study of Ahn, Han and Lee
(2006) shows that when the customers, do not get their complaints
considered properly, they start looking for other brands. It happens
because either the customer service centers do not handle the complaints
or the customers are not able to address them properly. Sometimes,
telecom

service providers take considerably longer time to resolve the

problems like network coverage or call quality, the customers do not wait
for long and hence they lose satisfaction with that particular brand (Ahn,
Han and Lee, 2006).
Furthermore, the friendly attitude and courteous behavior of the
service workers at service firms leaves a positive impression on the
customer

which

lead

towards

customer

satisfaction (Soderlund and

Rosengren, 2008). On the other hand, if a telecom service provider lacks in
providing services (call drops) to its customers it experiences customer
churn. Kim, Park and Jeong (2004) argued that service provider should
provide customer oriented services in order to heighten up customer
satisfaction. It was also found that the customers get satisfied to a brand more if
they get all the needed services accumulated in that very brand (Ahn, Han and
Lee, 2006).


10
CHAPTER 3: CASE DESCRIPTION

3.1 Introduction of the Thai Market Company.
3.1.1. A General Overview

Contact information:
- Address: + 48 Thai Phien - Phuoc Ninh - Hai Chau - Da Nang
- Phone number: (+84) 2363888163
- Fax: (+84) 2363888163
- Email:
- Website:
Thai Market Company is a system of Thai Market - a chain of restaurants
specializing in famous Thai dishes, born in 2012 in Da Nang. Until now, the
Thai market chain has more than 10 restaurants serving customers to eat and
learn about Thai cuisine.


11
History:
- 2012: Indochina food court – Da Nang
- 2013: 04 Tran Quoc Toan – Da Nang
- 2014: 17 Le Hong Phong – Da Nang
- 2015: 62 Phan Chu Trinh - Hoi An
- 2016: 46 Thai Phien – Da Nang
- 2018: 183 Nguyen Van Thoai – Da Nang
- 2019: Ba Na and Binh Minh 5 – Da Nang
- 2020: Pi Thai (Thai noodle soup) and Morfai (Thai Hot Pot Buffet) – 17
Le Hong Phong – Da Nang
-2021: 95 Cao Thang – Ho Chi Minh and 112 Trung Hoa – Ha Noi
Today's success of the restaurant chain is a process of inspiration from the
brand owner and the collective work of Thai Market. Mr. Le Thai Hoang, the
founder of the restaurant chain, spent a lot of time traveling through most of

Thailand to enjoy and learn how to cook delicious food. With the passion for
food and the ability to cook formed from a young age, it was not too difficult
for him to find delicious recipes and recipes from Udon Thani, Bangkok,
Chiang Mai, Phuket or Pattaya, etc.


12
3.1.2. Organizational Structure of Thai Market Company
FOUNDER-DIR
CEO
AM
HR

MKT

RM

SS

ACT

TN

PW

IT-IC

QC

EMPLOYEES

Diagram 3.1 : Organizational Structure of Thai Market Company
3.1.3. The Functions and Duties of Each Department.
With almost a decade of experience, Thai Market Company is not only a
reputable restaurant, but also a very successful and skilled organizer. To
contribute to the company's growth, each department works and creates
continuously in order to provide the highest quality products to clients. Each
department's duties will be listed in this section.
3.1.3.1. Director
A Director is the person elected by the shareholders to direct, conduct,
manage or supervise the affairs of the company. Branch manager is also the
joint operations planner as well as behalf of the company negotiate with a
partner.
3.1.3.2. Chief Executive Officer ( CEO)
An CEO is responsible for managing a company's overall operations. This
may include delegating and directing agendas, driving profitability, managing
company organizational structure, strategy, and communicating with the board.


13
3.1.3.3. Area Manager
An area manager has operational and financial responsibility for a defined
region or territory. Their duties include providing training and development for
staff, ensuring quality consistency across the region and increasing sales and
profitability in their region.
3.1.3.4. Human Recourses
A human resources manager plan, coordinate, and direct the
administrative functions of an organization. They oversee the recruiting,
interviewing, and hiring of new staff; consult with top executives on strategic
planning; and serve as a link between an organization's management and its

employees.
3.1.3.5. Marketing
A marketer is responsible for developing and executing strategies to
promote brands, products and services, maximizing profits for the company.
They monitor trends and develop pricing strategies and advertising campaigns.
3.1.3.6. Accounting
An accountant is a professional who handles the bookkeeping and
prepares financial documents like profit-and-loss statements, balance sheets
and more. They perform audits of your books, prepare reports for tax purposes,
and handle all the financial information that's part of running your business.
3.1.3.7. Training
A restaurant trainer instructs workers using suitable instruction
techniques. For example, when a restaurant's supervisors lack adequate job
knowledge, trainers may schedule classes and prepare training manuals on
sanitation, nutrition, record-keeping and food preparation.
3.1.3.8. Production Warehouse


14
A warehouse production worker is the person who will check the food,
raw materials, and goods, know how to store all kinds of goods and keep them
at the correct temperature and take a thorough inventory of your foods.
3.1.3.9. Information Technology – Internal Control
An internal controller is the person who checks and monitors the granting
of permission to use applications, receives requests, handles problems during
use, software, computer operation, hardware systems ...
3.1.3.10. Quality Control
A quality controller is an important part of the quality management
process, the work related to the inspection, control and evaluation of the quality
of products and goods before carrying out the packaging process, granting

circulation permission, widely on the market.
3.1.3.11. Restaurant Manager
The system has 7 restaurants, so there will be 7 restaurant managers and
their functions are to recruit and train staff, manage the entire restaurant and
handle situations that occur at the restaurant.
3.1.3.12. Shift Supervisor
7 restaurants also have 7 supervisors who are responsible for assigning,
allocating jobs to employees, tracking shifts, dividing shifts, and allocating
time for employees.
3.1.3.13. Employees
On average, each restaurant will have two cashiers. The kitchen has ten
individuals and the service serves 11 people. Throughout the dining process,
waiters and cashiers are in direct contact with guests and serve them. The
person in charge of the kitchen is the one who prepares the meals for the
customers.