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The Development of the Hospitality Industry in Miami

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Casablanca café was acting like a restaurant and fast food joint all in one. Its employees are neat with a thorough knowledge of their services thus it takes a maximum of two minutes for a client to be served with his order. However, I noticed for bulk orders it took a considerable amount of time to serve them. At some point, a disgruntled client had to check on the progress of his order a number of times before it would be delivered on the table. It was evident that the workers are more proficient with lighter orders as opposed to the bulky ones that require a lot of time to process. That instance caused some client pile up at the point of sale since the moment the client became furious other employees resorted to that particular order thus leaving the rest of customers unattended.

Conversely, it was apparent that the organization employed some bureaucratic sort of management structure since I did not see any senior manager or rather a supervisor engaging the employees in the course of their work. The senior managers only make phone calls to direct or instruct on something that needs to be done or in case of a client having issues with the kind of service offered he/she can decide to air his/her complaints. I noticed the supervisors were quick to rebuke their employees for any slight mistake that they committed, at some instance one employee mistakenly took an order to the wrong table and had to revert it to the correct client on witnessing the act I overheard the supervisor threatening the worker that he was demonstrating his incompetence in the presence of their clients. The employee apologized by the supervisor was not keen to take the apology. That was one aspect that I noticed the management of the restaurant was missing the point since it was evident that the employees were not adequately engaged and involved in policy formulation at the establishment. Apparently, at Casablanca café there is some sort of organizational hierarchy whereby orders from senior management are a threat to the junior employee;.

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