Service management


You have been hired as the new managing director for a premium restaurant in Madrid.

Due to the latest unfortunate pandemic situation worldwide, you have been informed that lately, the restaurant has had some problems with Over-bookings (due to the limited number of guests permitted), reservations processes, customer service, bad reviews (as a consequence of cancellations or lack of service personnel) and the remaining employees are not happy with the restaurant.

  • Define what the most important aspects are to take into consideration for a good service management in the current situation.
  • Propose and carefully explain at least 2 strategies that you could implement to increase customer loyalty and customer satisfaction for the restaurant.
  • Outline the possible obstacles / challenges service companies can have to manage their operations successfully in hospitality industry. Additionally, make suggestions on improving customer’s waiting experience.


  • Word count: 1000-1500 words.
  • Cover, Table of Contents, References and Appendix are excluded of the total word count.
  • Font: Arial 12,5 points.
  • Text alignment: Justified.

Last Updated on May 5, 2022

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