Case Study

This particular week had been a nightmare for Jane. The kids had come down with the flu and had been home from school since Tuesday. So$,$ rather than having her usual few quiet hours each day, she found herself stuck at home all week. By Thursday night she was well and truly at her wits$-$end and needed a night out. She talked to her husband Tom about how she felt, so they decided they would go out on Friday night.

On Friday morning Jane telephoned a local hotel that had a popular restaurant attached to it$.$ The restaurant was soon to open for the day for their lunch business and the receptionist who answered was very friendly. She wasn$$t sure if it was possible to take reservations that early in the day but she offered to connect Jane to her colleague. Following the call transfer, a young lady answered the phone:

$$Is this the Armani$$s Restaurant?$,$ asked Jane.

$$Yes$,$ it is$,$ what can I do for you?$$ answered the girl.

$$I$$d like to make a booking for two people for tonight, if possible?$$

$$That$$s fine, hang on and I$$ll check for you,$$ came the reply and the girl went off to find out.

As she did so$,$ in the background, Jane could hear her calling out to someone to help her find the booking sheet. Jane waited and eventually the girl came back:

$$Now$,$ how many people was that for?$$ the girl asked.

$$It$$s for two, at $9$:$00$ p$.$m$.,$ said Jane.

$$And your name is$?$

$$You can book it in the name of Tom Smith,$$

$$Ok$,$ that$$s great so$,$ see you tonight then, Thanks, bye,$$

$$Well$,$ could we have a quiet table by the....$$

Jane was just asking this question when the phone went dead. Oh$,$ she said to herself, she$$s in a bit of a hurry, but, sure we can sort it out tonight.

For the rest of the day, Jane was looking forward to her night out. Tom arrived home about six and started to get ready. Jane could tell he$$d had a bad day as he was very distant. As soon as the baby$-$sitter arrived they left. As they drove up towards the restaurant, Tom started to relax a little and they chatted away; Jane mentioned the news about her sister getting married. As they drove into the car park they could tell it was quite busy. The restaurant is attached to a hotel and has large rooms available for wedding parties or other events. A security guard was on duty directing traffic. Tom couldn$$t find a space to park and eventually squeezed into a space at the end of the row of cars. They were just getting out of the car when the guard came over:

$$Hey$,$ you can$$t park there.$$

$$But$,$ this is the only place I could find,$$ replied Tom.

$$Look$,$ you$$ll have to move it anyway,$$

Normally Tom would have argued the point, but he could tell by looking at Jane that it was the last thing she needed.

$$You go on ahead, Jane, and I$$ll find a space and follow you in shortly.$$

As Jane walked into the hotel, she noticed how clean the front looked. They obviously keep it nice she felt. As she waited in the lobby, she noticed that they held weddings at the hotel. I must tell my sister about this place$-$it would be nice for her wedding, she thought. She also noticed they had a brochure stand and made a mental note to collect one on the way out. When Tom arrived into the lobby, she could tell he was on a short fuse. $$We$$re a bit early, let$$s go for a drink first,$$ said Jane calming him down and they headed towards the bar. Once inside, they were glad to see that there were some tables free. None of them were clean, but at least they had somewhere to sit.

They waited for a while for lounge service but finally Tom went to the bar. table. $$As soon as I get this order,$$ was the reply. The busser did come over shortly thereafter. Jane smiled to herself as she saw him coming because he had his shirt sticking out at the back.

$$Good evening,$$ said the busser, and he nodded towards their drinks.

Tom lifted both drinks and he wiped the table.

$$You$$re busy tonight,$$ said Jane.

$$No$,$ not really, it$$s just that there$$s never enough staff on here, so we$$re run off our feet as usual. Can I get you anything else while I$$m here?$$

$$No thanks,$$ they both replied and off he went.

When they had finished their drinks, they moved towards the restaurant. As they entered, a young lady at a little desk inside the door looked up briefly and asked them if they had a reservation. Jane said they had; in the name of Tom Smith for two at nine o$$clock$.$ The young lady looked through the booking sheet but didn$$t seem to be able to find the booking:

$$I telephoned today and made the booking with one of the staff,$$ said Jane.

$$Did you get her name?$$ asked the receptionist.

$$No$,$ I didn$$t actually,$$ replied Jane.

$$Well$,$ there$$s no booking here, so you$$ll have to take a seat; we are very busy at the moment. Jane was more than a little annoyed, but she tried to calm as she knew it wouldn$$t take much to set Tom off. $$Oh well, these things happen,$$ she said as they sat down.

After a few mi