Red Lobster Report

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Red Lobster is a casual-themed restaurant, that primarily sells various types of seafood. The company was founded by Bill Darden in Lakeland, Florida in 1968. Currently, there are over 680 restaurants located in the U.S.A and Canada.

The branch we visited was located in Mississauga, which is only 1 of 4 Red Lobsters in Ontario. We believe that due to the rarity of the franchise in this area, it helps the company give better customer service. They understand that there is a lot of competition, especially with other companies such as Cara and Prime, and that there really is no room to provide sub-par customer service. Because of their situation in the market, Red Lobster is able to stand out from the competition with the product they sell, their excellent customer service and overall value they provide.

Each employee at Red Lobster, whether a server, busser, host or bartender, was focused on the guest. Their attention was focused on the task at hand and there was no sight of anyone being unproductive. When we entered the restaurant, we were given a warm and friendly greeting by a hostess. The wait for a table on a Friday night was only about 20 minutes, and the electronic guest caller made the waiting experience hassle free. From the time we were sat, and throughout the entire dining experience, we never felt rushed and all of our requests were accommodated. We observed all staff conduct themselves in a professional manner. Training was evident in the manner we were spoken to, especially when the server suggested a number of items seamlessly. She displayed a great deal of product knowledge and was not too pushy when it came to up-selling.

The restaurant in it’s entirety was very busy. Considering it was peak volume time (Friday at 6pm), and the amount of people in the building, we never got the feeling of congestion. Even though there was a line up at the door, which filtered in to the bar, the atmosphere was quite calm. We believe...
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