Danilo Balaysoche, Rupam Konar

Abstract: Restaurant managers play a critical role in ensuring the effective operation and service performance of dining establishments. This study examines the challenges encountered by casual dining restaurant managers and the coping strategies they employ to manage operational demands. A quantitative survey design was adopted using a self-administered questionnaire that collected demographic information, managerial challenges, coping strategies, and perceived operational impacts. Data were obtained from 338 restaurant managers working in selected malls in Metro Manila. Descriptive statistics were used to summarise the data and examine patterns in managerial challenges and coping practices. In addition, the Kruskal Wallis test was applied to assess differences across independent groups due to variations in data distribution and unequal variances. The findings indicate that restaurant managers experience considerable challenges related to recruitment, orientation, training, employee evaluation, and marketing activities. The results further show that these challenges can be addressed through systematic training practices, value-oriented management, compliance with legal standards, effective recruitment procedures, structured employee evaluation, and strategic marketing initiatives such as social media engagement. These managerial practices contribute to building capable teams and improving the overall performance of casual dining establishments.

Keywords: Casual dining, restaurant manager, people management, marketing, service quality

Suggested citation: Balaysoche, D., & Konar, R. (2026). Behind the casual dining experience: Managerial challenges and coping strategies in Metro Manila restaurants. Asia-Pacific Journal of Innovation in Hospitality and Tourism, 15(1), 259–281.