Food and Beverage service is a pratical subject that I have learned in order to provide good service to guests. What makes a hotel or restaurant different from the others is that of the service it provides. Though my job is as a room attendant, which is completely different from food and beverage, its lesson can still be applied. Because no matter what job I do or which position I stand, I am in the hospitality industry. What I 've learned through out the class is how to serve and the spririt to serve. One morning I was having a little briefing before starting to work and the topic that we were talking about is that of “aggressive hospitality”. This is a feedback from guest that my hotel reveice. The story is that the guest was struggle with their luggage and one of our room attendants saw that and he was trying to provide the guest the offer to help. However, the way he expressed was …show more content…
The answer lies on the “guest 's voice”, which they will grade our services and giving feedback whether they were satisfied or dissatisfied. The supervisor will base on that to futher understanding the guests ' need and will make some changes to make them more pleased with our service. In order to march on with the “aggressive hospitality” problem, in the short briefing we all raised some ideas. We also demonstrate how to use words and act formally. There are many problems that happen everyday. Those problems will hardly be gone if no one is intended to participate to overcome them. To my thinking, my supervisors have done some great job. They not only get everyone understand the situation/problem that we were having, but they also get us involve in giving ideas to make it briliant. 'Managers must go beyond employee attitudes and work toward making all associates feel that they are members of a team, well trained, and given appropriate tools and policies to provide the best possible customer service ' (Garlick
Thus, although the rules of hospitality aren’t written down, there are clear guidelines between generous and hostile.
My boss often demands that I ask our customers to fill out surveys about their dining experience so that the restaurant can get a higher satisfactory score. I feel motivated to do so, and in return, I’m being rewarded for each survey I turn in. When I am dealing with rude or obnoxious customers, I don’t allow it to negatively affect my performance. I view it as an opportunity to rise to the challenge and apply my professionalism to change the situation around. With the theory that “customers are always right” in mind, I can show that mistakes do happen, but it’s how you resolve the issue is what’s important. Even when customers look for any reason to complain in hope of gaining a free or discounted meal, I will put on a big smile and give them what they asked for just so they can leave
...n educated in class. The only new information I encounter is the discrimination towards customers and harassment. Knowledge on how corporation runs and the liability I have already learned in class. What I take out of this interview is that by operating a restaurant and providing service to customers, the owner should always keep the customer’s comfort in mind. Beside the customer, they also need to mind the environment as to how the employee should act with one another; where no one experience threatens or uncomfortable towards each other. I do hope however that in class we will cover harassment but with the limited schedule it won’t be allow. However, the matter on Employment Discrimination will be discussed which is also a big deal in the work industry. Even Nori Nori has a policy that provides equal opportunity towards all current employees and future employees.
Restaurant manager is a responsible position and career which has several opportunities to accomplish. The manager has to manage the whole restaurant staff, has to be flexible in approach and promote motivation and performance among them for better restaurant productivity and profits. Complete dedication is essential to reach highest position in management and for this the person has to settle certain goals and improve the skills, values and qualities with time and market demands (Brawer eta l., 2012).
Giving the guests what they want while keeping their culture in mind will continue to make the hotel business thrive. Another example pertaining to culture is the act of simple courtesy. If you have someone from Britain or another country who have had problems with America in the past, make sure there's no symbols of American flags around. The hotels job is to make the customers nothing but happy, and American flags could cause certain guests to feel uncomfortable and unwelcome. Something that could be incorporated is multitude of different flags hanging right next to each other. Fremont street has a display of 30 flags all swaying right next to each other, it's a beautiful sight and creates a sense of
Wu, Z., Roboson, S., & Hollis, B. (2013). The application of hospitality elements in hospitals/practitioner application. Journal of Healthcare Management, 58(1), 47-62. Retrieved from: http://ezproxy.aut.ac.nz/login?url=http://search.proquest.com/docview/1287979397?accountid=8440
The culinary industry has many different types of jobs, Something that might not come as common sense to people is keeping your workplace clean but not for the reasons that they may think. Food has many different ways of hurting people physically, and biologically, I will talk about different Food Borne illnesses(FBI) that may harm you biologically. Sanitation is the most important part about culinary arts, and different equipment will be talked about as well. Culinary arts will never be industrialized like vehicles driving themselves but people and food with always make and eat themselves.
Hospitality is all about offering warmth to someone who looks for help at a strange or unfriendly place. It refers to the process of receiving and entertaining a guest with goodwill. Hospitality in the commercial context refers to the activity of hotels, restaurants, catering, inn, resorts or clubs who make a vocation of treating tourists.
1. The philosophy behind the 100% Satisfaction Guarantee is to have the guests act as quality-assurance inspectors by identifying quality deficiencies and reporting them to hotel employees. I do think that this is a good way to improve service quality; however, I am not sure that it is the best way. While it may seem to consumers that employees will try harder to satisfy them, if employees are empowered to refund a customer’s money, they do not have to answer to management, they can just do it.
The well-being of staff members, colleagues and guest should always come first to a leader. Respect is the key in maintaining these relationships, leaders are able to sharpen their “people skills” when they open a dialog that makes it clear on what is their expectations. A person holding a leadership position should have a clear vision on how to communicate effectively, or else they will lead the team to an unfortunate future. Great hospitality leaders have learned to be good team players because that is how they set examples, they treat others in a Manner that they would want to be treated. In the hospitality industry, leaders can build or break down what was built
Running a restaurant can be one of the most stressful jobs as well as the most fun and rewarding jobs. If the manager is a good leader with excellent leadership skills and has great followers the restaurant will be rewarded. If not the restaurant will plummet in sales and no one will be pleased. While developing a business. staff is important to running a successful restaurant, it is also essential that management focus on its public relations as well as its sales and marketing strategies.
This class was the first opportunity I had to learn about the event planning industry. I knew that it took a lot to put together an event, but I had never fully realized how much actually goes into it. As a hospitality major, event planning is a necessary skill to have even though I do not plan to become an event planner. If I had the option to start working in this industry tomorrow, there would be several things that would either help or hinder me.
Don't assume that employees understand your desires with regards to welcome customers, noting the telephone, and dealing with customer complaints. Be particular by the way you anticipate that they will treat the general population who work with you and screen them until you're certain they have it right. Search for approaches to give your employees a measure of self-rule to take care of customer complaints or issues on the spot without always having to seek you out for
When entering a restaurant, I usually expect to leave full, satisfied, and wanting to come back again. I believe that many people expect the same thing. The way people react to service can be very different from person to person. Depending on the way the customers are feeling, or the way that the server is feeling can be a big factor for the way service comes across. Service is an important part of everyone’s lives because majority of the jobs that people preform are service related. Poor service is an unfortunate part of life that everyone comes across. The way that I react to the poor service I receive is important and can change in the blink of an eye. Whether I react in an outspoken way, by getting loud and voicing my opinion. Or if I react in a quiet or apologetic way, it can affect my server, and the people around me, and myself.
Our company are facing customer service problem now. Customer service defined as the process to ensure customer satisfaction with a product or service, and it is an important part of maintaining ongoing customer relationships that are key to continuing revenue (Investopedia, n.d.). We have received many customer complaints about the attitude of our staff. Customers commented the promoter always stand at a corner and do not serve them. When customers asked some information about the product, the promoter gave stand-offish attitude.