【正文】 cense that showed she had recently turned 21, but the other said she had fotten her identification. David informed the one without identification that he would need to remove her drink, as the restaurant had liability issues related to serving underage people. He told her that she would be reimbursed for the drink and offered to provide her with a plimentary nonalcoholic beverage. The woman immediately began to plain loudly the moment David took the beverage, then got up from the table, went into the restaurant, and began yelling at the server, saying that her father was joining them soon and would rectify the situation. The General Manager approached David about the ruckus, and David explained the circumstances. In the meantime, the young lady returned to her table, and the two women were soon joined by an older man. At this point the General Manager approached the table and had a brief conversation with the man and the young ladies. He apologized for the incident and offered them a plimentary round of drinks and dinner as pensation for their inconvenience. The General Manager then approached David and explained to him what he had done and said the older man had vouched for the age of the young lady lacking any identification. It was never made clear whether the man was actually the father of either of the ladies. The GM went on to explain that the policy of the restaurant was to not ask for identification, especially for attractive women, unless it was obvious that the person was underage which David felt was indeed the case in this situation. He continued to explain to David that having attractive women in the restaurant was good for business, that it was like flee advertising, and that this was something they did not teach you in school. A few minutes later Josh approached David and apologized for creating the problem. David thanked him and made no ments about the General Manager` s decision, even though he thought it was wrong. David then approached the table to make sure that the man and two young ladies were enjoying their dinner. He asked if there was anything else he could do, to which the man replied that everything was fine and apologized for the confusion. The two young ladies said nothing. 1.? How did this situation e about? 2.? Was David’s action appropriate? Why or why not? 3.? What would Josh do in a similar situation in the future? 4.? Evaluate the General Manager` s performance. 案例 2， The Apprentice Chef（學(xué)徒廚師） Benno Schatz decided to make a career change, in his early 30s and living in his native country Germany. Although he had studied history and art for six years, he had a fascination with cooking. Having always enjoyed working with food and creating new recipes, he decided to train to bee a chef. Shortly after making this decision, he was hired as an apprentice chef by a recently opened hotel in the city of Cologne that was a member of a major international chain. Benno realized that learning the skills of his new profession would be a challenge, but he determined to work hard and was mitted to succeed as a chef. The following year he entered a twoyear chef’s training program that had just been established by the hotel in conjunction with an independent local culinary school. Benno was the first employee to participate in this program. He worked four days a week in the hotel and attended class once a week. The program was unique in its structure, as it relied heavily on Benno’s work in the hotel kitchen, as an apprentice to the Executive Chef to provide a significant portion of his training. As part of the arrangement with the culinary school, the hotel had agreed to teach Benno to prepare approximately 300 dishes. Upon pleting the program he would receive the “qualified chef”degree, which is recognized as an important culinary certification in Germany. Two months before Benno was to plete the program, the school sent a list of dishes to the Executive Chef of the hotel, asking whether Benno was familiar with the 300 meals or whether there were some need for further training. It added that he might be asked to prepare any one of these dishes as part of his final exam. The Executive Chef responded to the school, writing that his trainees were familiar with each of the dishes. He did not inform Benno about the correspondence. By chance, Benno learned about the 1ist and the Executive Chef39。（瑞沃克咖啡廳） The River Walk Cafe is a casual 250seat restaurant located in downtown San Antonio, Texas. The Care serves three meals and has a brisk bar business at night. Although there are some slow periods during the year, business is generally steady because of a loyal local customer base and a constant supply of tourist and conventional customers. The General Manager is Gary MacAfee. He’s been with the Cafe a littie more than six months. The previous General Manager left for another business opportunity. After finishing his undergraduate degree in business administration, Gary spent seven years working his way up the frontofhouse and backofhouse management ranks in a large national restaurant chain. This is his first General Manager position. Gary took a very conservative approach, when he began his new position. He knew he could improve the overall quality of operations and increase revenues. However, he also knew that if he acted too quickly and made a lot of changes early on. His staff and customers might be resentful and resist. The first item on Gary’s agenda was to get a sense of the Cafe’s operating procedures and general work climate. To do this, he worked directly with the kitchen and wait staff, performing the same tasks, duties, and responsibilities they performed. He felt it was important to gain the employees’ respect by showing he wasn’t afraid to get his hands dirty. In addition, Gary would learn firsthand about the Caf23