Festering a custemer-feewsed dining experience through a training project La Colomba Restaurant in Sandton was established in 2015 when the owner, Mrs Marurda, obtaned a bushess loan. Atter extensive makitefing endaavours, the customer base was steasily rising and atter theee years Mrs Marurda needed to expand her business with the appointrent of an aditional manajer, a pasiry chet, a sheri-ader cook, two distwashers, five sering stall and one batiender. She gave each person a job descripfion and appointed them cn a s-month probasien perisd. Her paycil costs increased draraicaly, but were sill witin an acceptatle 30 per cent ef bota gross income generated. The increase in costs was countered by the irprovement in the business's atiliy to now atse eater for smaler events sueh as affice funesons and birhday partis. Mrs Marumda also updsted the restaurants staff shits so that the work was disibusted evenly among statt. This ensured that no one was over-werked and that productivity was not ompremised. Over the last three menths, Nrs Marumola has nejced a sudden iscrease in camplaints fran eustorefl. This could have disssirous consequences for her resiaurant since she recenty applied to be upgraded to a four-star, fine-diring establishment. An assessment of the nsture of the complaints revealed that the serving staff did not meet the expectatons of customers. Mrs Marumala knows that, in the food and hospitaily industry, everyting revalves around peoviding a periect and excepisnal experience to the customers. The level of senice quairy thus depends on the service quality of the staff and their behoviou. Customers wumt evick and efficient service and expect servers to go the extra mile. The servers are the people with whom custoners have the most interaction, so they must make a trvoundie impression to keep oustorers caring back Servers must be atle to work well under pressure, reefing the demands of customers at several tables whlle maintaining a posiive and pleasant dereanour It was fhus essental to inplement a treining proiect to upsibl the serving staff. Mhs Narunda had to design a training project that provided for cientaion ct stat, cbservaicons and gidance theough demonstrasion and ide-play, the use of the latest electonic call techndogy, as well as the recogntion of top employees and pericemance bonuses. Mrs Manumda decised to also incouporate a rde-playing traingn approach where the serving statl are taught what might happen in reallife cussome situasisns and how to handle these. The purpose of the project was flus to enable senving staff to become more elficient and to assist them in defivering a beter service as soon as possbile. Seurce: Business Management Back to Basics Engelbrecht, R2021] Answer ALL the questiens in this section. QUEST ON ONE [20 Narks] To ensure success ot her business in the food and hospitaliy indisiry, Mrs Narunds knows that everyoning vevdves acund providing a perfect and exceptional experience to the customers. She therefore designed a trining project for her statl Discuss the importance of aligrivg a project with the arganisasonal strategy and how this benefits Mes Marumela's business. QUEST ON TWO [20 Marks] Cest management is of great importance to ensure the succensfl complen of the project. Advise Mrs Manmda on cost esnafion and budgeing QUEST ON THREE (20. Marks) A proiect oces throuch diflerent ehases. These chases make us the path that takes the orsiect rom the begirnitg to the end. Therelcre hey are inportant fer planting as they define and guise the alaps it takea to corplete a preject. Explah the FOUR (4) phases of the life cyde to Mrs Marumoia. QUEST ON FOUR [20 Narks] An ogarisaional structure defines al the oficial reporing lines, induding the number cf levels in the hierachy and the rranagerial span of control. Descibe fie funcional structuse and it advantages. QUEST ON FIVE (20 Narks) Crical sucosss bctors heip the project manager to focin on plements visal to the success of the project