Reccomendations

Tropicana Diner has been serving our community for years and has grown through the years. Although they have been doing great, we do believe there are some adjustments they can make to improve their information system. Tropicana has recently introduced online ordering, however, there are many fraudulent activities that can occur when adding online ordering to your business because now customers put their personal information online. One of our recommendations to help stop e-commerce fraud would be to find the right information system platform. 

1.Currently the website is on touchmenuusa.com which isn’t a highly recommended website due to the increased risk of fraudulent activity. Some of the most common websites to put your menu and online ordering are Menudrive, Chownow, and Squarespace.  It is important that when researching platform providers, you search beyond monthly cost and transaction rates and look deeper into areas like fraud protection.

2.Secondly, we recommend achieving and maintaining PCI compliance, which is designed to proactively protect customer data including account number, expiration date, etc. 

3.Lastly, setting up a system alerts to screen suspicious activity such as: multiple order from same person made on different cards, phone numbers don’t match the area code of billing address.

Improving Quality of Service

One recommendation that our team has discovered to improve the quality of service at Tropicana Diner is for there to be plenty of training opportunities available for employees and incoming employees. While reading online reviews on Tropicana, we noticed that some of the servers and employees did not seem to have the proper manners and etiquette while addressing customers and serving customers. We feel that Tropicana hiring managers should make it a priority to train all employees on how to treat customers in a respectful manner. Customers should have a comfortable and enjoyable experience while dining at Tropicana and we feel that the managers should work on the training of their employees to improve this problem.

Increasing Productivity

One recommendation that our team has discovered to improve productivity at Tropicana Diner is to have the company’s main goal to be decreasing the amount of time customers wait until their food is served to them. Customers should not have to wait longer than approximately 20-25 minutes for their food to be served. While visiting Tropicana, we noticed that some customers seemed to be waiting for a long period of time until their order arrived at their table. Given that the restaurant is normally busy on a daily basis, the company should invest in hiring more servers to decrease wait time for customers or develop a new system as to how servers choose what tables they are serving.

Capacity

Tropicana Diner is a popular diner among the area of Union NJ and the surrounding areas as well. It is a very well known diner and very popular which is the reason why the diner has a very busy and fast paced environment. In order for customers to feel comfortable even when the restaurant is constantly busy, managers should consider rearranging the table and booth set up. Rearranging the atmosphere and appearance of the restaurant would allow for customers to feel more comfortable in a busy and active restaurant.