Case analysis of catering service

One night, the Chinese restaurant of a five-star hotel in Beijing was receiving foreign guests' tour groups and conference groups. Sun Sheng is a translator, who is in charge of receiving foreign guests in a company. After arranging the foreign guests, he and his colleagues went to the working restaurant next to him for dinner. After Sun Sheng was seated, the waiter brought tea and herbal tea, but after waiting for a long time, no other dishes came up. He couldn't help urging the waiter, who told him that he was too busy today and asked him to wait a little longer and serve the food at once. Sun Sheng waited for a long time, but there was still no food supply. At this time, the food on his desk is almost the same. Sun Sheng and his colleagues urged them twice again, but they just refused to entertain them. Sun Sheng was very angry and stopped urging them. After the foreign guests had finished eating, Sun Sheng took them directly to the car. At this point, the waiter chased the door and asked Sun Sheng to sign the bill. Sun Sheng said angrily, "I didn't eat at all. What is this account?" "Sir, I'm terribly sorry. I'm really busy today. I neglected your desk. Or I can pack food for you and take the duck away, but please pay the bill first. " The waiter said in a hurry. "Although we are also service personnel, we are all guests of your hotel, and the treatment is equal. You have served food to foreign guests and other tables, but you just won't serve it to us. It's not enough to wash it several times, so I haven't eaten yet To check out, just find a' foreigner', "said Mr. Sun and got on the bus. When others saw it, they quickly advised Mr. Sun, and the foreign guests on the bus also asked about it. Finally, Mr. Sun and the waiter went back to the restaurant to check out. He refused the "dinner" packed in the restaurant, but the waiter said, "Please remember this lesson and don't ignore any guests in the future."

Question 1: From this example, what are the shortcomings of restaurant management?

Question 2: Using PDCA cycle method, how should hotels avoid the above problems from happening again?