As part of the analysis of the quality of service in fast food establishments, staff work was monitored in one of the popular restaurants of the Evos chain. During the observation, a significant discrepancy was revealed between the expected level of service and the actual performance. In particular, the customer service process has been significantly slowed down compared to generally accepted industry standards. The waiting time for the order was more than 30 minutes, which is unacceptable for the fast food format and indicates the low efficiency of the staff. Additionally, it was noted that the staff did not show the proper level of competence in the performance of their duties. In particular, during the surveillance, it was recorded that one of the clients was forced to contact the staff twice with a request for a napkin. In addition, the order was missing an important component — garlic sauce, which is also a violation of service standards. These observations allow us to conclude that additional staff training and workflow optimization are necessary at the Evos restaurant in order to improve the quality of customer service and meet the high standards of the fast food industry.

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Clean, fast, delicious, red cabbage salad is unexpectedly edible, the music is not loud

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