Where Did Our Server Go? A Case of Service Failure in a College Hotel Restaurant

Where Did Our Server Go? A Case of Service Failure in a College Hotel Restaurant

  • Case
  • Teaching Notes
Abstract

Colleges rely on student employees for many campus departments, including foodservice facilities such as dining halls, pubs, and quick-service locations. These facilities serve as a source of income for the college as well as a “laboratory” for hospitality students. A college hotel restaurant serves both guests directly affiliated with the college and nonaffiliated guests, including dignitaries and revenue-generating event attendees. This fictional case study offers the opportunity to examine a service failure and discuss methods to train a workforce often made up of younger workers to provide outstanding customer service.

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