Pham Nguyen Kieu Thao - 1132300323
Immediate management
Description and feelings
We have learnt about immediate management, which is whenever we see a mistake or problem, we have to fix it right away. Therefore, when we attended at the a event on April 22nd, we saw some of casual workers’ appearance and behavior did not meet the requirement and we thought “Ah, we need to fix this right away or even ask her to change or leave”.
Evaluation and analysis
Based on the concept of immediate theory, if we see the problem and do not fix it right away, that problem may repeat again and again. As a result, the guests will see it, feel it and start to complain or feel dissatisfied about our service. Hence, we think that should be a way to improve the situation.
What we have learnt
After talking with the manager, he pointed out that if we fix the casual worker immediately, we may lose one waitress at that busy time, due to her attitude. Therefore, we just need to remember that labor and the next time we can eject her.
Conclusion
We realize that immediate management is very important to manage and maintain the image of our hotel. The issue of using casual labor to serve at an event, it is hard to have the well-trained labor as we want; hence we cannot manage them in our way and the preparing time is too short to re-train them. If our own staffs make that same mistake, we can warn them right away; with those casual labors, somehow we have to accept to have enough human resource for the events.
Action plan
Actually, about the time for training the casual labor: it is not necessary to hold a whole session to train them, but at least through communication and on-the-job training, we have to make sure that they understand clearly our requirement for their grooming and behavior; and ensure that they know they will never ever re-call if they do not follow our rules.

Guest confusing due to waiters and waitresses
Description and feeling
We realized that when we do something different and unusual, we have to actively let the guests understand first to eliminate unwanted confusion. For example, about being served drinks or serve by themselves. We saw that both guests and casual waitresses there do not know exactly what they should do or expect for.
Evaluation and analysis
If when the guests sit down, the waitress asks them, which drink they want and actively show that guests just need to serve food by themselves, drinks will be served by the waitresses; guests would not be confused and start to move and ask for their drinks. We found out that some guests are familiar to usual buffet in which they have to take a drink by themselves. We did differently, so making the guests understand the differences soon at the beginning is very important to prevent a mess.
Another sample which makes us understand the circumstance more is in the buffet at BH on the 1st of May. We were trained to ask the guests, which drink they want and serve them right away after they sit down. We realized that when we actively serve drinks at the beginning like that, the guests will immediately understand that what should they do and what they can expect during their dinner. On the other hand, after we ask them about the drinks they want, some of them were still confused and said that “Thank you, I will serve by myself later” and started looking around to find the drink table. Actually, we did not have that table, so we have to explain to the guests the way that the buffet would run, and they’d be happy to accept it.
What we have learnt and conclusion
The lesson that we learn from this point is that we cannot wait until the guests start asking and feel annoying when they do not understand what they have to do and wait for. We have to ensure the waiters and waitresses also to be clear about what they have to do and how they serve and talk to the guests, because the role of waiters and waitresses in interaction with guests is very important. From them, our image can go up or down seriously in the guests’ eyes.