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READ THE INSTRUCTIONS AND THE INBOX MESSAGE ATTACHED BEFORE ANSWERING THE QUESTIONS.

Answer the questions with a thorough explanation!!!

INSTRUCTIONS: You are the general manager of an independently owned restaurant, with four other members of the leadership team: Mark Tanner Owner, William "Chef Billy" Chen Chef, Vincent Vince Roma Assistant Manager/Dining Room Supervisor and Janie Smithfield Lead Bartender.

A situation arose that required you to be away from the office for four days due to a serious personal emergency. The assistant manager was there in your absence. You checked on him once during your time away, but otherwise you did not receive any notice that there were concerns or incidents needing your immediate attention. You return to the restaurant at 9:07 a.m. on Saturday the 15th, which is almost an hour prior to the opening of the restaurant for the day. Chef Billy and a few members of the kitchen crew are already there busily preparing for the day. Lunch will soon start and you know things are going to be busy tonight. You have a shrimp promotion starting that has been very popular in the past. You arrive at your office and go through your phone messages, e-mails, and notes that have been left for you. After discarding the junk mail, spam, and unimportant messages, you have several forms of correspondence remaining.

Refer to the Inbox Assignment Messages that have been left for you to answer the questions: (200 words each)

1. Which situations will you address today (right away versus later in the day)? What are the priorities to save for another time? State reasons to justify your decisions.

2. Include your potential responses to the affected guests, personnel, and leadership team that address questions, concerns, or occurrences. Responses should satisfy the interests of all stakeholders.

3. Describe any training opportunities for your team. What proactive measures will you put into place in case there are any future occurrences?

Inbox Assignment Messages

Notes/Messages

11th Mr. Jones from the bookkeeping office called. Wants to discuss an issue with the cash deposit from last week. He says it's important. Vince

11th Jake from Total Foodservice Repair called. He is still waiting on the parts to fix the fryer. Billy

11th Karen Smith from United Charities called. Will you be willing to contribute gift certificates? Janie

12th Steve from Allied Beverage dropped off the liquor order today (Wednesday). I signed for it, but I think they shorted us two cases of the Pinot Noir Janie

Boss You might want to check the walk-in cooler. It's been running a little warm. Thanks, Chef Billy

14th Ron Belen from Printing Solutions called. He needs an approval on the final draft of the menu before it prints. Janie

14th Mr. Tanner came by Friday night to eat. We were out of his favorite wine. He wanted to know how you were doing and when you were coming back. Vince

Voicemails

[Tuesday the 11th at 1:12 p.m.]

*beep* Hi there! This your favorite customer Nicole Bennett! Ha-ha! I know I should be calling the reservation line, but I tell my friends you take such good care of me. Ha-ha-ha! Could you reserve a table for eight at seven in the bar for me and my friends for this Saturday? I'm going to ask Mark and his wife if they want to join us so it could be eight. Can't wait for that tasty shrimp! Thanks!

[Friday the 14th at 2:14 p.m.]

*beep* This is Kira! I want you to know I ABSOLUTELY DON'T APPRECIATE how Vince treated me! He's rude and mean. And Janie actually took HIS side. So don't expect me to work there again. My friend Lisa says I should sue just so you know. I'm coming by Saturday night but just to drop off my uniform shirts and get my last check. And Vince better not say one word to me! I mean it!

[Friday the 14th at 3:03 p.m.]

*beep* This is Tony from Certified Seafood. I'm calling you at around three on Friday. The reason I am calling is I want you know that we have a shortage on shrimp. Your order on Saturday is going to be late and we may not even be able to fulfill your entire order. Call me with any questions. Sorry about the inconvenience.

[Saturday the 15th at 9:46 a.m.]

*beep* Hey...this is Janie my car will not start I'm going to be late. Is there any chance you could do the opening for the bar for me? Thanks! I appreciate itoh yeah, I need to talk to you about what happened on Thursday. Okay, gotta run need to figure out how I'm going to get there. Bye.

e-Mails

FROM: ServiceTeam@CentralPower

SUBJECT: Urgent Notice

TO: Manager@TheRestaurant.com

7:15 a.m. Tuesday 11th

THIS IS A NOTICE TO ALL CENTRAL POWER CUSTOMERS IN THE EASTERN DISTRICT.

Due to transformer maintenance, Eastern District customers may see some disruption to electrical service this Saturday the 15th between 1:00-4:00 p.m. If you have any questions call our customer service line at 1-800-GET-POWER.

FROM: Dani@DanisDiner

SUBJECT: Heads up

TO: Manager@TheRestaurant.com

4:56 p.m. Wednesday 12th

Wanted to see how everything's going over there. I heard you had some kind of family emergency. Hope everything is OK. Yes, my spies are everywhere! Also, I wanted to let you know that we just had the health inspector come through here (yes, the mean one!). And last time she came, her next stop was The Restaurant so I am doing you a favor you would do the same from me, right?! Last thingstop stealing my employees! LOL - Dani

FROM: Reservations@TheRestaurant

SUBJECT: Document K. Thomas

TO: Manager@TheRestaurant.com

11:45 p.m. Thursday 13th

Boss - I am e-mailing you from the reservation e-mail account because you told me to document any issues that include employees. Well at about 7:15 tonight I asked Kira to help clear some tables in the dining room. I know she is a cocktail waitress, not a busser, but we were very busy. She was too occupied looking at her phone to help out. I asked her again and she said, "You are not the boss! Just because our manager's not here you can't boss me around! Janie is my supervisor, not you." When Janie backed me up, Kira was so angry she flipped out! We were in the liquor storeroom, but I think some guests may have heard Kira using some obscene language. I told her she could go back to serving pancakes at Dani's if she thought she was being treated unfairly. I would have sent her home if we weren't so busy. Anyway, Kira finished most of her shift, but Janie cut her early and did most of her closing work. I will catch you up when you get back. I hope you can get Kira back on track. She is a good bar server when she wants to be and we definitely need her for her shift on Saturday. Vince

FROM: robertson134522@aol.com

SUBJECT: Dissatisfied Customer

TO: Manager@TheRestaurant.com

8:01a.m. Friday 14th

My name is Jeff Robertson. Last night I was sitting at the bar waiting for my wife to arrive and I overheard two of your employees arguing. It was very inappropriate. The young lady was using some vocabulary I have not heard since my time in the Navy. I asked to speak to the manager, and your bartender Janie told me that the young man in the argument WAS the manager on the premises. You can imagine my surprise. Janie went to deal with the situation and things got worse. I have been coming to The Restaurant for years now and I am very disappointed. Mr. Jeffrey Robertson (USN ret.)

FROM: MainManVinny@mail.com

SUBJECT: Down and Out

TO: Manager@TheRestaurant.com

2:23a.m. Saturday 15th

Boss I got your message! Man, I am glad to hear that you will be back tomorrow morning! It was a crazy week, but we held it together. Listen I am so wiped out from covering for you these last few days. Would it be OK if I came in a little late tomorrow? Everything is good to go. Let me know. Vince