THE LOT-PROGRESS #2
So far with my case, I feel like I have a much better direction to go with after talking with Sandra on Tuesday. I chose The Lot because I felt like they were in the memories business with the service that they provide, but she kind of pointed out the movie theaters aren’t really in the Hospitality and Tourism Industry as much. So I have decided to focus more on the restaurant and the high quality service provided to you there and less about your movie seat. If I stay less focused on the fancy reclining seats, and more focused on the quality of the food and what people remember the most about their visit, then it does relate to the hospitality industry sector.
The back of the house has invested a lot of time into making sure that they are delivering the highest level of customer service to their guests and to make their experience as enjoyable as possible. They seemed to be strongest in quality of service, as they pay very close attention to their guests dining needs. They are taught to make sure that they are always thinking one step ahead and anticipating what the guests might need or want extra. Of course they cant read minds, but they sure try too! It was very surprising to find out that their speed of service though is lacking, which I think really brings down their quality of service.
Even though they have top tier servers, they just don't have enough staff to attend to everyone and it shows in their Yelp Reviews that people tend to wait around a lot for their orders when watching a movie. But in the restaurant, this doesn't seem to be a problem as they have enough staff their to be able to have quick service and quality service too. I felt that this was a huge disconnect between the restaurant and the movie theater. They should offer the same level of service in the movie theaters as they do in their restaurant if they want to keep their name respected. If people wanted to just go to a restaurant they have a thousand other choices, but they are coming to The Lot for a movie and dining experience and that needs to be throughout the whole time their that they have a consistent speed of service, not just in the restaurant.
In terms of the employees, after being able to speak with one of the hosts and one of the servers, they both describe the management as helpful and encouraging. They encourage their employees to give the guests over the top experiences and to always leave them with a good memory of their time spent here. This could include free drinks on the house because they are encouraged to make sure people have a good time, and anyone that gets a free drink is probably having a better time. I found it interesting that management doesn't give much potential to leaders, and they try to encourage teamwork instead. Collaboration with tables is common and people always help each other out. The employees enjoy the current management right now and don't want to see any of them leave because they really show them what its like to go out of your way to give someone a better experience. One employee said, “One of the managers spent the entire night hosting and got four 5-star yelp reviews for his impression on guests. Everyone joked about ‘promoting’ him to hostess!” I discovered that management isn’t afraid to get their hands dirty and they set the example for what they expect from their employees in the same role. I hope to continue to dive deeper into my research on The Lot Liberty Station and develop my case study further.
