Th Restaurant Experience

My recent visit to Pizza Hut brought out some interesting experiences. We were a group of four who visited the joint for dinner. This being a upscale joint for youngsters, there was high expectations in terms of service, quality, ambiance and the overall experience. In terms of the quality of the food, the experience was very satisfactory. The food that we ordered was brought to us in the right order at the right time. However some of the drinks that we had asked for did not even turn up till the time we had to pay our bill. We had to repeatedly ask them for the same and eventually they brought it right at the end when the food was over. This was highly disappointing given that Pizza Hut is a global Pizza chain and has high service and quality standards. Although the restaurant ambience was quite pleasing, there were tables which were not cleared immediately after a customer left it. This showed some compromise in cleanliness to the new customers who entered the restaurant. Also, this gave them fewer options to choose where they could sit to have their meal. Another thing that I noted was, as a custom/ protocol the waiters at Pizza Hut have to comment ‘Thank You’ in a uniform voice whenever a customer rings the bell on his/her way out as an indication that he/she enjoyed his/her meal at the restaurant. During my visit there, I did not see them doing so even if the customers rang the bell. This sends out a wrong impression to the customers that the restaurant does not value their feedback. On the positive side, the atmosphere is very apt for people to hang out and have a nice meal talking and chitchatting with friends. It is neither too loud nor too quiet for comfort. It is quite conducive for friendly conversations over a delicious meal.

A few recommendations:

1. The customers should not have to be required to call the waiter to place an order. Once the waiter shares the menu he/she should stand by at close proximity and be ready to take the order whenever the customers are ready.

2. There should exception in the order being brought to the customers. Everything ordered should be brought out in the right order at the right time.

3. The waiters should acknowledge the ringing of the bell by the customers under any situation. This can actually be their trademark or point of differentiation from fellow restaurants in terms of customer sensitivity.

4. A small enquiry from the waiter about the overall dining experience will go a long way in building customer relationships