CHAPTER 1

PROBLEMS AND ISSUES

INTRODUCTION

Food is a basic necessity. The industry which deals

with preparing food items/products refers to the food

service industry. The food service industry is and will

always remain in high demand because of its genre. These

industries include restaurants, fast foods, school and

hospital cafeterias, catering operations, food carts and

food trucks etc. Restaurants and fast foods mainly

contribute to the food service industry.( Spang, 2009)

West (2007) stated that many restaurants often

specialize in certain types of food or present a certain

unifying, and often entertaining, theme. For example,

there are seafood restaurants, vegetarian restaurants or

ethnic restaurants. Generally speaking, restaurants

selling "local" food are simply called restaurants, while

restaurants selling food of foreign origin are called

accordingly, for example, a Chinese restaurant and a

French restaurant.from then on restaurant changes by word

user , some other called it resto

A restaurant's success depends on the volume of

customers coming through its doors. It is important to

implement a plan that shows customers that their

1
patronage is appreciated and valued. Actively promoting

restaurant will result in long term success

Restaurants develop a clientele based on their

reputation and their marketing efforts. When people are

looking for a place to go eat, restaurant marketing

needs to be strong enough that they will have heard of

business and want to try it out. Several strategies can

attract customers to restaurant; such strategies are

inexpensive but can be effective. (Cruz, 2005). There are

many tactics that can incorporate into restaurant

marketing plan. Implement a range of both traditional and

modern techniques to create a well-rounded marketing

strategy.

Like every other country, the food industry has

flourished very well in Philippines. Filipinos love to

eat and thats the reason why you will see a lot of

restaurants and fast foods restaurants scattered in the

cities. These restaurants and fast foods can be local or

international food chains. Filipino food and chefs are

considered one of the best in the world. It is hardly

surprising that Filipino food is often labeled as

somewhat strange (like the balut for example) but in

its own way, its food is a unique mixture of eastern and

western cuisines and reflects the history of Philippines.

2
The Filipino food includes dishes and cooking procedures

from China, Spain,

Mexico, United States, and more recently from further

abroad. However, what makes them Filipino is the history

and society that introduced and adapted them; the people

who turned them to their tastes and accepted them into

their homes and restaurants, and specially the

harmonizing culture that combined them into modern

Filipino fare. Some of the popular fast food chains of

Philippines are Jollibee, McDonald, KFC, Chowking, etc.

and popular restaurants being Abe, Chelsea, Fridays,

Chilis and a lot more.( Garnet, 2008)

Attracting a huge crowd to restaurants or fast foods

require more than just good food. Though important, good

food is only a part of the total dining experience.

Equally important is believed to be the way people feel

while in the restaurant. This physical and emotional

response is a result of the atmosphere, the total

environment to which customers are exposed. The proper

atmosphere can make the food, service and whole dining

experience seem better. For that reason a restaurant or a

fast food must take care of the following to please its

customers. This includes checking the cleanliness of the

place and freshness of the food, guarded premises,

3
parking area where people can park, ambiance and

landscaping, building design, lighting, and even music.

Cabanatuan City being a 1st class city has a variety

of business and one of them are the restaurant, there are

many restaurant sprouted in the vicinity of the City

,some of them are fine dining like vicenticos and it is

necessary for every restaurant to study their core

competencies.

One of the factor of the restaurant success is their

employees competencies , employees competencies are those

backbone of every restaurant on how they attract and

serve their clients , how differ they are in other

restaurant. Employees competencies allow small businesses

to deliver value to their customers. According to

management consulting firm Bain & Company, the litmus

test for a core competency is that it is hard for

competitors to copy or develop. For example, the core

competency of a technology company could be the design of

high-speed microprocessors or efficient Internet search

algorithms, both of which are difficult to replicate.

Businesses can develop core competencies by identifying

key internal strengths and investing in the capabilities

valued by their customers.

4
 The development and use of Employees competencies to

create competitive advantage is being used more widely in

the hospitality industry. Employees competencies are

created by bundling employee skills, organizational

assets, processes, and technologies enabling a company to

provide a particular benefit to customers in a manner

superior to their competitors. Companies such as Holiday

Inn (Crowne Plaza), Sunrise Assisted Living, Ruby

Tuesdays, and Houstons Restaurants have begun to

research core competencies within the human resource

function. Recently there has been a resurgence of

interest in the role of a firms resources as the

foundation for firm strategy (Grant, 2012). Core

competencies are the well spring of future product

development. They are the roots of competitiveness, and

individual products and services are the fruits. Every

top management team is competing not only to protect the

firms position within existing markets, but to position

the firm to succeed in new markets.

Hence any top management team that fails to take

responsibility for building and nurturing Employees

competencies is inadvertently mortgaging the companys

future(Prahalad and Hamel, 2012:202). The purpose of

this study is to examine the problems regarding waiters

5
delays to the customers satisfactions in Hapag Vicenticos

Grill and Restaurant in Cabanatuan City.

TIME CONTEXT

The study was conducted during the on the job

training in Hapag Vicentico Grill and Restaurant in

Cabanatuan City. The problem observed is based on his

tour of duty and experienced the hectic job descriotion

assigned to him due to the delays of services being

rendered by the waiters in the Hapag Vicenticos Grill and

Restaurant during the period of 3 months for about 600

hours as required by his bachelors degree program.

POINT OF VIEW

The researcher believes that a restaurant owner, one

of the golden rules that should be kept in mind is that

serving quality food for a reasonable or an affordable

price is not all that matters, it is always something

more than that, because having a great front-of-house for

the restaurant equally matters to maintain the reputation

that writes the long history, and also leads the

restaurant to become a customer magnet. For a

restaurant, true that it is all about food, but at the

end of the day what makes the customer to visit the same

restaurant is his satisfaction. It is obviously based on

6
his experience, and customer service of the restaurant is

a highlighted fact in it.

When going through the restaurant, one of the noticeable

reasons that makes the service or an ambience an

unpleasant one is taking a long time to serve food. True

that most of the times the restaurant takes the blame for

that, and when we went deep inside that matter it

revealed the most common and simple matters that cause

this event.

Why does restaurants take long time to serve food?

One of the many reasons for this is the lack of practice,

at the waiters end. This scenario is very common at newly

opened restaurants. As well as at the times when a new

recruitment happened at the staff. Since the employee is

new, there is a pretty good chance that he gets panicked

by questions that the customers ask, so it may take a

while to get the order from them. This ultimately effects

the whole process of food serving at that restaurant.

There are restaurants which are opened at both day

and night. Most of the times the employees work there in

a shift basis, where the staff change every 8 hours. But

there are times that the same employee has to work from

morning to night, which is obviously a really hard task.

7
So by the night the staff get tired, so that may cause a

delay in serving food.

Some restaurants get stuffed at the weekends, but

some are always busy especially at lunch and dinner

hours. When the place is filled by customers, there is a

possibility that the staff do not be able to focus or pay

attention to each and every customer. So they will not be

able to take the order from the customer immediately, so

the serving can take a little extra time. On the other

hand, preparing the food can also get delayed in the same

manner, since the chefs have to prepare multiple dishes

according to various customer orders. When it takes time,

serving the food can get pretty late.

When a new employee joined the staff it takes time

for them to be familiarize with the menu, and that

applies for both chefs and waiters. This also can cause a

delay in serving food because when taking the order and

preparing it with a new staff member, they may take some

time to it due to the lack of familiarization. When there

is no enough staff members to get the orders and prepare

the food, it takes time to serve food. Lack of staff is

fine when there are less number of customers, but when

the restaurant get filled with customers it is a problem.

On the other hand, when the manager of the restaurant are

8
not around, the staff members of the restaurant does not

have anyone to guide them as well. So the lack of

guidance can also cause the delay in serving

STATEMENT OF THE PROBLEM

This study aims to determine the effects of waiters

delay to the customers satisfaction in Vicenticos Grill

and Restaurant in Cabanatuan City . Specifically , it

aims to answer the following questions:

1. What are the reasons why there is a waiters delay in

serving food in the customers of Vicenticos Grill

and Restaurant , Cabanatuan City ?

2. What are the effects of waiters delay to customers

satisfaction?

3. What alternative solutions can be offered to address

the problems?

OBJECTIVES OF THE STUDY

This study aims to determine the effects of waiters

delay to the customers satisfaction in Vicenticos Grill

and Restaurant in Cabanatuan City. More importantly ,

Hapag Vicenticos Grill and Restaurant has specific goals

to consider.

1. To know the reasons why there is a waiters delay in

serving food in the customers of Vicenticos Grill

and Restaurant , Cabanatuan City?

9
2. To know how the effects of the waiters delay to

customers satisfaction.

3. To offer alternative solutions to address the

problems.

10
 CHAPTER II

BACKGROUND OF THE STUDY

HISTORY

A once abandoned old residence in one of the main

streets of Cabanatuan City was transformed into an

elegant and stylish restaurant in over a year. Bit by

bit, piece by piece, each and every detail of VICENTICOs

was put into perfection. Named after the patriarch, Engr.

Jose Vicente Tico Salazar Jr., it was catchy, different

and gave the restaurant a unique tang of class and

stature, indeed the perfect name for the perfect family

restaurant. After a decade of offering a vast array of

menu options that suit all palets and budget, made this

the restaurant to go to for exceptional creativity and

mouth watering native dishes, and thus propelled

Vicenticos into the spotlight.

From a small snack house across the Cathedral in

Cabanatuan city, Foodstuff ,owned and managed by the

Reyes Matriarch, Mrs. Milagros M. Reyes, was the root of

it all. Foodstuff first branch was taken over the eldest

Daughter, Mrs. Cristina Reyes-Salazar. Serving Fast

affordable meals , this snack house became a popular

hang-out for students, medical workers and employees in

the area. however, the need to to develop was inevitable

11
hence, the third branch was opened six years later and by

this time, the original snack house was closed down for

retirement reasons. New concepts, menus, and services

were introduced into the new branch, so it making more

demanding, thus forcing Mrs. Salazar to give up the

other. by the end of its second year, Foodstuff V.I.P.

outgrew its quarters relocated along Del Pilar St.

Cabanatuan City. This ones abandoned old residence was

transformed into an elegant and stylish restaurant in

over a year. Bit by bit piece, each and every detail of

this antique inspired restaurant was put into perfection

by the husband and wife tandem. the husband Architect

Salazar, took care of design, while the wife Mrs.

Salazar, the furnishings. The new restaurant was given a

new name. It was name after the father, Jose Vicente

Salazar jr. He was fondly called Vicentico by his friends

. It was catchy, different and gave the new restaurant

class and stature, indeed the perfect name for the

perfect family restaurant. Word of mouth and praise by

both Novo Ecijanos and visitors alike propelled

vicenticos into the spot light.This made it the

restaurant to go for exceptional creativity and mouth

watering native dishes.

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 Now Hapag Vicenticos, Ang Hapag kainan ng bawat

Novo Ecijano, Vicenticos is the only Hapag kainan in

the province that has the ability and facility to provide

an all inclusive Pinoy style dining experience.

Hapag Vicenticos is passionate to provide personal,

professional and hands on services with its good food,

great service and unforgettable experiences the Pinoy

way.

COMPANY OPERATION

Vicenticos Grill and Restaurant offer a vast array

of menu option to suit all pallets, budget and dietary

requirements. Though specializing in native lutong bahay

dishes, Vicenticos also offers a few Japanese, Chinese,

Italian, and Spanish dishes. Vicenticos provides a

sophisticated range of services including reservation and

caterings. To add, Vicenticos has the ability and

facility to provide an all inclusive Pinoy style dining

experience. Vicenticos guarantees to provide personal ,

professional and hands on services all times. More over,

the restaurant can arrange for venues, staff, limens,

floristry, glasses, cutlery, set design, and anything

that their clients and patrons might need for their most

treasured occasions.

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VISION

Vicentico's is determined to make it'a products and

services more accessible to it's clients, to become

highly competitive in the food and catering business and

to become Nueva Ecija's landmark.

MISSION

Vicentico's is committed to...

a) offer a vast array of menu option to suits all

pallets, and dietary requirements

b) provide a sophisticated range of services including

reservation and caterings

c) provide one of a kind dining experience with it's

intricate interiors and timeless collection

d) guarantee professional, personal and hands on

services at all times

e) provide opportunities for personal and economic

growth for all its employees and their families

OBJECTIVES

1. To achieve a constant and sustainable growth in terms

of net profit

2. To achieve a dominant share in the local market (Nueva

Ecija)

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3. To fully satisfy, delight, and surprise each and every

customer

4. Dream of providing employees a better and more secured

wayof life

5. Betterment of products, services and facilities

6. To expand market through branching

PROBLEM DEMONSTRATION

Waiting can be time-consuming, annoying, and

incredibly frustrating. Just imagine how many hours you

spent last year in check-out lines in hotels, or how

restless you got waiting in line for theater tickets or

waiting to be seated in a restaurant. Perhaps you can

also recall other occasions that were less inconvenient

or situations when waiting was, in fact, a pleasant

delay. Depending on the context, a delay may be

experienced as an enjoyable pastime or as an inexcusable

imposition. It may pass quickly or it may seem to last

forever. How do consumers respond to different waiting

situations? What are the determinants of their

psychological reactions to such situations? Can a delay

influence consumers' overall evaluation of a product or

service?

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 Waiting is a complex phenomenon to which a consumer

often reacts in an emotional way. Waiting is often

psychologically painful, because it causes us to renounce

more productive and rewarding ways of using our time and

because it may increase the investment that we have to

make to obtain a product or service. Waiting may also be

costly in and of itself as we become aware of the passage

of time. In other words, there are both extrinsic

disadvantages of waiting (e.g., profitable alternatives

foregone) and intrinsic costs (Schwartz, 2013).

The study of waiting and delays is relevant, in

particular, to services marketing. Unlike consumer goods,

many of which are produced in remote factories and stored

in warehouses before they are delivered for sale,

services cannot be inventoried. Services extend over time

and, in most cases, they are produced, delivered, and

consumed during a single encounter. Therefore delays

undermine the efficiency with which these systems conduct

their businesses; in turn, delays may affect consumers'

perception of the quality of a service as well as their

overall evaluation of the service.

Although many delays are caused by inefficiencies in

the service delivery process, waiting in some service

situations seems to be almost unavoidable. For example,

16
consumers often do not arrive at a restaurant at equal

interval sequences but rather in a less predictable

fashion. Moreover, some individuals may encroach upon the

service time of others and cause them to wait. Managers

may have difficulties regulating such waiting situations.

Yet even in those situations, a service provider may be

able to decrease the negative impact of such delays if he

or she has some knowledge of the situational factors that

influence consumers' reactions to delay. By uncovering

the factors that influence psychological reactions to

waiting and the contexts in which those factors occur,

managers can have a significant impact upon consumers'

satisfaction with the service encounter.

Maister (2011) has proposed several situational

effects on consumers' perception of waiting. Among

others, he suggested the following four propositions: (1)

Unoccupied time feels longer than occupied time; (2)

preprocess waits feel longer than in-process waits; (3)

uncertain waits are longer than known, finite waits; (4)

unexplained waits are longer than explained waits.

Maister's assertions are intuitively plausible but

none of them has been tested empirically. Nor have

Maister or any other researcher made an attempt lo relate

these propositions to a broader theoretical framework. In

17
our research, we related Maister's propositions to a

prominent social-psychological theory, namely Kurt

Lewin's (2012) field theory. Despite its integrative

power as a general framework for the study of consumer

behavior related phenomena, field theory has been largely

ignored in the marketing literature (Kassarjian 2013). In

two experiments we tested the above propositions on

waiting in the context of a service encounter in a

restaurant. A restaurant setting was selected because the

phases of the service process in a restaurant are

relatively distinct and occur successively; moreover,

they cover the experience of the whole service.

An individual's visit to a restaurant may be divided

into three relatively distinct phases: a preprocess phase

from a customer's arrival at the restaurant until he or

she orders the meal; an in-process phase that includes

placing orders and consuming the meal, and a post-process

phase from paying the bill until the customer leaves the

restaurant. During each of these phases, there is a

"natural intermission" that customers expect to

encounter. However, what happens if this natural

intermission extends beyond customers' expectations and

causes a delay?

18
 Following Lewin's field theory, we predicted that

delays at different phases of the restaurant visit will

have differential effects on customers' reactions. We

further predicted that the degree of uncertainty about

the length of the delay and an individual's need state

would influence his or her perception of a delay and

evaluation of the restaurant service.

According to Kurt Lewin's field theory, a

individual's behavior (including his or her cognitions

and feelings) is the result of the psychological forces

acting upon the individual at a given time (Lewin, 2012).

Psychological forces correspond to a relation between at

least two regions of the individual's life -space. They

depend upon the strength of the individual's needs

(internal forces) and upon the nature of the region

(external forces and barriers). According to Lewin,

changes in an individual's feelings, cognitions and

behavior are the result of changes in the constellation

of the psychological forces acting upon the individual.

The closer an individual is to a goal, the more

pressing the forces are toward the goal. On the other

hand, when the individual gets into the region of the go-

al, the pressure is relieved. Thus, a barrier (e. g., a

delay) occurring during the F e-process phase should -be

19
experienced as more unpleasant by the individual than a

delay occurring during the in-process phase. In the

restaurant situation, a delay may, of course, also occur

during the post-process phase. For example, after

consumption a customer may wish to leave but still has to

wait for the bill. According to Lewin, in the post-

process phase an activity becomes satiated, and the

customer, perhaps already striving for other goals, is

motivated to terminate the activity. As a consequence,

the customer will become upset if the termination of the

process is blocked (Karsten, 2013). Just think about your

natural tendency to rush toward the exit after an

airplane has reached the gate. At this point, the flight

is over and you are motivated to terminate the process

because other goals are on your mind. Thus, field theory

would predict that a delay occurring during the post-

process phase will be as unpleasant as one occurring

during the pre-process phase and will definitely be worse

than a delay occurring in-process (Karsten, 2011).

Field theory also makes predictions about the effect

of uncertainty on the dynamics of forces (Lewin, 2012).

According to Lewin, being in an unstructured surrounding

is an unpleasant experience, because it is not clear

whether a certain action will lead to or away from a

20
goal. Consequently, a high level of uncertainty should

increase the negative effect of a barrier on the way to

the goal--a prediction that is very similar to Maister's

propositions.

Beyond Maister's propositions, Lewin's (2012) field

theory proposes that different levels of need create

forces of different strength and, as a consequence, more

or less pressure toward the goal. Thus a delay occurring

when an individual is very hungry should be more

unpleasant than when an individual is less hungry.

21
CHAPTER III: CASE ANALYSIS

ALTERNATIVE COURSE OF ACTION

Disciplinary Measures

This will be applied whenever the waiters are

intentionally delay in serving food :

1 . 1st offense- warning

2. 2nd offense- 2 days suspensions

3. 3rd offense- terminated form the job

Services that needs attention

1. From customers orders to serving foods

2. Chefs food preparations at least 15 minutes from

order

3. Preparation of raw materials to be use by Chefs

CONSTRAINTS

Some limitations are found in the study

1. The respondents in this study is limited to 100

customers of Hapag Vicenticos Grill and Restaurant

in Cabanatuan City .

2. This study is focused only on the effects of waiters

delay to the customers satisfaction in Vicenticos

Grill and Restaurant in Cabanatuan City.

22
CHAPTER IV: PROPOSED SOLUTION

PROPOSED SOLUTION

1. Hiring additional chefs to attend the food

preparations during peak hours wherein the customers

are heavy so that waiters will only pick up the

foods from the kitchen and delivers immediately.

2. Hire an optional staff to serve during peak hours or

an additional staff that will work only during

Saturday and Sundays or whenever the peak days that

needs extra workers to serve the customers .

SWOT ANALYSIS

The strength , weakness, opportunities and threats

are identified in this study.

STRENGTH

Hapag Vicenticos composed of waiters and other staff

which are all bachelors Degree Graduate , some are BSHRM

, Tourism and other related courses , the manpower of

Vicenticos are well trained and adoptable to the

pressured environment of the restaurant due to heavy

orders and busy environment that caters the needs of

restaurant.

Weakness

23
 Vicenticos , although composed of competent people

are poor in serving the customer at exact and early time

possible that related to serving foods due to , hectic

people ordering at the same time and almost all time or

hours are considered peak time or hours in the restaurant

due to heavy customers.

Opportunities

Time consuming

Had a lots of friends

Challenges

Maintaining and monitoring of proposed solutions

SURVEY (DOCUMENTED EVIDENCES)

Effects of waiters delay to the customers

satisfaction in Vicenticos Grill and Restaurant in
Cabanatuan City

Questionnaire

Name__________________________

Part 1

Below is your profile, kindly put a check mark that

corresponds to your answer

Age:

20-30 years old_____

31-40 Years old_____

41-50 years old_____

51- above__________

24
Gender:

Male____________

Female__________

Reasons for taking Vicenticos

Dining pleasure___

Food_____

Ambiance_____

All________

Part II Effects of waiters delay to the customers

satisfaction in Vicenticos Grill and Restaurant in
Cabanatuan City

Direction:

Kindly put a check mark on the spaces provided that

constitutes your answer

Below is the guide to be followed:

5 Strongly agree

4 agree

3 moderately agree

2 disagree

1- Strongly disagree

Reasons why there is a waiters delay in serving food in

the customers of Vicenticos Grill and Restaurant ,
Cabanatuan City

Reason for the Delay 5 4 3 2 1

Tiredness of the staff due to shifting
schedules
staff do not be able to focus or pay
attention to each and every customer
Too much order from the customers and the
chefs were unable to prepares food for them

25
lack of familiarization among new staff
Lack of guidance from manager causing for
the staff to slow down

Effects of waiters delay to customers satisfaction

Effects 5 4 3 2 1
Customers tend to transfer to another
restaurant
Customer retention is affected
Less profit on the part of the restaurant
Too many customers feed back

26
CHAPTER V: SUMMARY CONCLUSIONS AND RECOMMENDATION

SUMMARY

Respondents Profile

Age

27%
45% 21-30 years old
21-30 years old
41-above
31-40 Years old
41-above

28%
31-40 Years old

There were45% of the respondents whose ages ranges

from 41- above years old, 28% with 31-40 years old and

27% with ages of 21-30 years old.

27
 Sales

35%
Females Male
Female

65%
Males

There were 65% of the customers were males and 35%

were females.

Reason for Taking Vicenticos

12%
Dine in Pleasure

10%
Food
Dine in Pleasure
Food

66% Ambiance
11%
All of the Ambiance All
reasons

The reason for taking up Vicenticos is given in the

figure , 66 % were because of food , ambiance and dining

28
pleasures , 12% were in dine in pleasures alone, 11% were

in ambiance and 10 % were because of foods.

Reasons why there is a waiters delay in serving food in

the customers of Vicenticos Grill and Restaurant ,
Cabanatuan City
Reason for the 1 2 3 4 5 WM VI
Delay (strongly (disagree) (moderately (agree) (Strongly
disagree) agree) agree)

Tiredness of 0 2 43 10 45 3.98 A
the staff due
to shifting
schedules
staff do not be 0 0 2 88 10 4.08 A
able to focus
or pay
attention to
each and every
customer
Too much order 0 0 20 20 60 4.40 A
from the
customers and
the chefs were
unable to
prepares food
for them
lack of 0 0 0 25 75 4.35 A
familiarization
among new staff

Lack of 0 5 0 15 80 4.50 SA
guidance from
manager causing
for the staff
to slow down

The tables shows that reasons why there is a

waiters delay in serving food in the customers of

Vicenticos Grill and Restaurant , Cabanatuan City

according to the customers and based on their

observations , that there is delay because Lack of

guidance from manager causing for the staff to slow down

29
with 4.50 in weighted mean , followed by Too much order

from the customers and the chefs were unable to prepares

food for them with 4.40 in weighted mean , next is lack

of familiarization among new staff with 4.35 in weighted

mean , next is staff do not be able to focus or pay

attention to each and every customer with 4.08 and the

last is Tiredness of the staff due to shifting schedules

with 3.98 in weighted mean

The acceptance value is from 0-2.50(Strongly

disagree) and 2.51- 3.05 (disagree) 3.06- 3.85(moderately

agree) 3.86-4.05 ( agree) and 4.06-above ( strongly

disagree) . Therefore the main reason why there is a

delay on the performance of the waiter is due to the lack

of proper grimace from the manager and too much order

from the customers and the chefs were unable to prepares

food for them

Effects of waiters delay to customers satisfaction

Effects 1 2 3 4 5 WM VI
(strongly (disagree) (moderately (agree) (Strongly
disagree) agree) agree)
Customers 0 2 43 10 45 3.98 A
tend to
transfer
to another
restaurant
Customer 0 0 2 88 10 4.08 A
retention
is
affected
Less 0 0 20 20 60 4.40 A
profit on
the part

30
of the
restaurant
Too many 0 0 0 25 75 4.35 A
customers
feed back

The table shows, the effects of waiters delay to

customer satisfaction, they are Less profit on the part

of the restaurant with 4.40 in weighted mean followed by

Too many customers feed back with 4.35 in weighted mean ,

next is Customer retention is affected with 4.08 in

weighted mean and the last is Customers tend to transfer

to another restaurant with 3.98 in weighted mean.

The acceptance value id from 0-2.50(Strongly

disagree) and 2.51- 3.05 (disagree) 3.06- 3.85(moderately

agree) 3.86-4.05 ( agree) and 4.06-above ( strongly

disagree), findings revealed there are consequences

regarding the waiters delay in the restaurant in general

, it may result to the customers retention to the

establishment , once their satisfaction in one restaurant

is not met , then they may transfer to other restaurant

the next time they eat to the restaurant , another is

restaurant may receives too many feedback from the

customers , this may be done in several way like direct

feedback or the worst is in the social networking sites

31
that there are many people who may read it , in general

it may directly affect the operation of the restaurant.

CONCLUSIONS

The reasons why there is a waiters delay in serving

food in the customers of Vicenticos Grill and Restaurant

because Lack of guidance from manager causing for the

staff to slow down and the too much order from the

customers and the chefs were unable to prepares food for

them however , the lack of familiarization among new

staff also and additional factor why there is an waiters

delay and the fatigue and tiredness of the staff due to

shifting schedules.

The effects of waiters delay to customer

satisfaction is seen in the profit of the restaurant and

customers feed back which affect the customer retention

or transfer to another restaurant.

RECOMMENDATION

1. To prevent the services made by the staff , the

managers should arrange the shifting basis of the

waiters , making them to have a break every 3 hours

so that they may acquire strength and optimism in

serving customers.

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2. They should hire additional chefs to attend the food

preparations during peak hours wherein the customers

are heavy so that waiters will only pick up the

foods from the kitchen and delivers immediately.

3. Constantly familiarize new employees about the flows

of the operations so that new employees will not be

able to experienced burn out in their job

preference.

4. Hire an optional staff to serve during peak hours or

an additional staff that will work only during

Saturday and Sundays or whenever the peak days that

needs extra workers to serve the customers .

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