from the video what I summarized and what were I found in each case are about the problems that happened in the La ’Galleria. When the customers have meals in the restaurant, the important things they want from the restaurant are not only the delicious foods. They want the good quality of foods and beverages, the hygienic and cleanliness environment, comfortable and well-designed facilities and professional, alternative and friendly service. If the price is not appropriate to the service and food they should receive, the restaurant’s image will be drop like the La Galleria33. This restaurant was in Salem Street, Boston. They’re serve the homemade Italian food but all dish are terrible and not appropriate to the price that the customers have to pay because the ingredients in the food are frozen food. It’s better not to go outside if I have to eat the frozen food in the homemade Italian food like this. There is not the food customers expected. I’ve seen in the video that the customers are mutter about the frozen food and call the staff to complain about it. Normally, the staffs will listen to the customer’s complain and immediately solve the problem but not this restaurant. The owner got the customer’s complaint but Rita, she didn’t listen and fight with the customer. It’s the big fault one because the staff must not talk back or fight with customer, especially the owner. A lot of bad mannered of the owners are more than this such as smoking and drink alcohol in the kitchen areas. Next problems I saw are about the kitchen operation. Cooking skills of the head chef are very low like his restaurant’s standard. The head chef picks up the fish meat that dropped on the floor to cook again. I think dropped food should not use it again because the floor is not clean, there are bacteria. He has no idea about creating the new menu. And the other chefs, they’re not separated their functions clearly. Such as someone cooking pasta dish, someone prepare the ingredients, someone cook the main dish, someone bake the pastry and the last one the head chef who check the entire dish and command the other chef. Next problem is about the waiter and waitress. Communication between the staffs in this restaurant is lack. Some waiters or waitresses didn’t know anything about the food in the menu except write the food’s name following the customer words then when the customers ask them about the food they could not answer it. Those are they are the main problems that must to solve