Situated just outside the sleepy coastal town of Black River, Jamaica, our client operates a foodservice establishment with a young team of approximately 30 staff members. The owner, deeply committed to culinary excellence, expressed a primary concern for elevating customer service. In the competitive landscape of the foodservice industry, our collaborative mission aimed to address this concern and enhance the overall dining experience, ensuring the establishment stands as a beacon of exceptional service in the heart of Black River.

Adopting a meticulous stance, we became mystery diners, immersing ourselves in the customer experience. Anonymous observations of staff interactions formed the foundation of our strategy. Post-observation, we crafted a targeted customer service training to address gaps, alongside noting operational inefficiencies with strategic suggestions. The mystery shopper strategy ensured an authentic understanding, pinpointing areas for improvement. Tailoring training to identified gaps aimed at precision, while noting operational gaps with strategic suggestions aimed to elevate efficiency and the establishment’s reputation in Black River’s culinary landscape.