Business Case Study:

Trader Jacks Restaurant and Bar.

Problem: Based on customer service surveys, Trader Jacks was deemed to possess
friendly and polite staff, a clean and welcoming ambience, prompt service and good
customer service qualities. However, employees were not satisfied with the
inconsistent reward systems.
Failure to provide consistent employee reward and recognition systems may result
in a reduction in the level of service and a high employee turnover rate.
Trader Jacks has a good training programme and exceptional customer service but
employees are not consistently rewarded for it. Trader jacks is only one of three
established restuarent in Trinidad and Tobago owned by
Snappers and J Malones are the other two restaurant owed by..They causal to
fine dining restaurants each with their own unique ambience makes it a perfect
escape out of the ordinary to go with family, friends or that special someone. With
many of their establishments dispersed nation wide, trader jacks is the restaurant
that stood out most to us. Located at movie town their sea food and grill restaurant
offers a wide range of foods from pizza to pasta, meats to seafood, quesadillas to
chips along with their array of eye catching smoothies and cocktails. The
restaurants dcor is amazing site to see as the place has a vintage Spanish-jungle
look. The two story building is equipped with a bar on each level and there is
seating for the restaurant which utilizes both inside and outside the venue and
seats approximately 400 persons. Bathrooms named Jack and Jill his and hers
respectively makes it a fun and interesting way to go to the bathroom. There live
tree house and pond centre piece is one of the main attractions of the restaurant.
Along with their rock waterfall, leaf back seats and feature signage. On entrance to
the restaurant guests are greeted by a friendly hostess and then seated by an
enthusiastic waiter/waitress. The warm, professional yet friendly feel of the servers
makes the guest feel as though they were family. The service encounter of their
staff is excellent. From the meet and greet to placing the order, receiving the order,
the follow up to the check out, trader jacks employees exemplify what quality
service is all about. Their turnover rate is extremely low as most of trader jacks
employees have been employed at the establishment for more than 1 years,
some as long as the 3 years they have been in business. For each area of work i.e
kitchen, bar and floor staff the training period is different. When speaking with most
employees, their training period lasted approximately 2-3 months. For kitchen staff
the train process include (learning how to cook on the grill plating etc), for the floor
staff ( how to deal with customers, setting tables etc) and the bar staff was train in
the mixing of drinks and how to deal with customers. We interview 12 employees
and the method in which we collected data stemed from interviews with the
manager Mr.micheal marquis, and the staff and customers and observations. Two
questionnaires we done, one for employees and one for customers. The customer

questionnaire consisted of 10 questions which aimed/ focused on at the quality of

service they received from Trader Jacks, what were their expectations of service
quality at causal dining restaurants and did trader jack meet them and if they
would return. The employees questionnaire focused on the training process for the
employees, what is the employee-management relationship like and how does
management monitor and reward their performace. From our observations we
realized that trader jack has excellent customer service but the reward systems in
place are not consistent to appreciate the service that their employees provide.

Training put something with micheal marquis

Learining objectives:
To understand what motivates employees to provide excellent service
To understand management
To be able to understand what makes a better employee-management relationship
How motivating or rewarding employees can like to exceptional service

From all our observations and interviewing staff members from bar staff to kitchen
and floor staff