Customer Complaint Resolution in Hospitality Industry

The assignment provides a detailed analysis of the hospitality industry's continuous process of delivering services to customers. It emphasizes the need for internal staff to satisfy customer needs before and after their exit to ensure positive experiences worth paying for. The document also highlights the importance of resolving any problems or issues faced by customers as soon as possible to avoid negative feedback. Techniques such as monitoring customer complaints, conducting research on past experiences, and providing training to staff are discussed to enhance performance.

DEVELOPMENT

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
Silver service / Table service......................................................................................................3
TASK 2............................................................................................................................................4
Run the bar..................................................................................................................................4
TASK 3............................................................................................................................................5
Use till system / credit card system.............................................................................................5
TASK 4............................................................................................................................................6
Correct lay of table D'hote set-up................................................................................................6
TASK 5............................................................................................................................................6
Take food and beverage orders from guest.................................................................................6
TASK 6............................................................................................................................................7
Evaluate the performance during and post service.....................................................................7
TASK 7............................................................................................................................................7
Service recovery system..............................................................................................................7
TASK 8............................................................................................................................................8
Contribution to the business performance...................................................................................8
CONCLUSION................................................................................................................................8
REFRENCES.................................................................................................................................10

INTRODUCTION
Hospitality industry provide efficient services to the customers to maintain long term
relationship with customers by providing them an excellent experience. Additionally, hospitality
industry within food and beverage regime includes high end restaurant, catering facility and
many more to enhance the experience of guest by offering them valuable services. For the better
understanding of this industry Devonshire Dome restaurant has been taken which is one of the
largest restaurants of England. It provide training to students to enhance their skill and serve
various drinks as well as meal to its guest. This report will cover topics like silver service/table
service, ways to run the bar. How to use till system or credit card appropriately and correct lay
of d'hote set up. Moreover, take as well as place the food and beverages to the guest.
Furthermore, evaluate the performance during and post service and service recovery system.
TASK 1
Silver service / Table service
Devonshire Dome restaurant Silver service is an essential aspect of table setting where
food or beverages is served to the guest at the table of restaurant or bar. It simple words it is a
dining service in which food is served at the plate of guest with the help of waiter. Additionally,
waiter or server make the use of fork and spoon to transfer the food to guest's place. Thus, within
Devonshire Dome restaurant or any other bars or restaurants table are set before the arrival of
customers.
Clean cutlery and glasses of wine: While setting up table before the arrival of customer
all the cutlery as well as glass of wine, knives, forks and spoon that mean silver setting must be

cleaned and systematically placed in the table. This helps in delivering quick services by
controlling the mess within Devonshire Dome bar.
Well dressed: At the time of delivering services to the guest at the table, all the working
staff must be dressed up appropriately. This helps the customer to find convenience by
identifying them and asking them for any help or while placing order. Thus, within Devonshire
Dome restaurant whether their staff are men or women comb as well as cover their hair properly
to promote the cleanliness and hygiene within their working area.
TASK 2
Run the bar
Bar industry is one of the growing industries which earn a huge revenue in UK. Due to
increase demand and number of competitors each are every bar are becoming more customer
oriented by delivering their customers premium level of services. Moreover, bars are developed
to prepare and serve drinks to its guest by just following their instruction and placing their orders
on time. Therefore, procedure to serve drink within D'hote bar are defined below:
Step1: Listen to the instruction of the client appropriately about the type of drink they want to be
served like
Step2: Respond back to the quest about their order by informing them the time taken by fulfil
their respective drink
Step3: Use opener or knife to cut the bottle's edge
Step4: Hold the bottle along with towel placed on the arm of waiter. Thus, label of the bottle can
be shown to the customer.

Step5: Place the wine glass at the table and pour the wine into that clean wine glass without
lifting it up
Step6: Once the wine is poured at the glass rotate the bottle of wine to avoid spilling and clean
the bottle with the towel.
Step7: Repeat the same procedure for all the orders
Apart from these procedure the server must serve drink to ladies first in comparison to
male. Additionally, D'hote provide beverages like coffee and tea free of cost if the quest are
waiting for their meal or dessert. Hence, these activities helps the respective bar to develop as
well as strengthen the relationship[ with their customers.
TASK 3
Use till system / credit card system
After receiving and placing the order at the respective quest place, guest pays their bill
via cash or credit card on the basis of their convenience. Above selected company makes the use
of credit card or till system which is a point of sale method that allow making the payment of
order via bank or credit card. It is therefore a kind of payment mode for the sales transaction.
Additionally, restaurant make the use of point of sale or till system to accept cash as well as
credit card payment. For receiving the payment of the services POS provides a solution to
company by monitoring all the details regarding transaction like its date, time as well as type.
Moreover, adoption of such feature within restaurant helps in minimising the chances of error
and makes the task easier for service taker to make payment as per their willingness.

TASK 4
Correct lay of table D'hote set-up
Devonshire Dome provide practical classes to the willing aspirants within their restaurant
to provide them the opportunity to learn and enhance their knowledge as well as skill. This
restaurant include the role of host that welcome the guest and making them comfortable, server
or waiter who rewrite the order of customers for chefs. Along with them, respective restaurant
require runner who transfer the food or drinks to the guest and finally cashier the one who collect
the payment either in form of cash or card.
Respective company set up table in advance before the arrival of customer along with
that the employee of respective company get dressed up in an organised manner. Additionally,
they keep all the utensils like spoon, fork, cutlery and glass on the table appropriately so that
customer find convenience within that place. For instance, all the cutlery needs to placed in a
straight line.
Once the staff of company are done with cleaning then preparation or all things are set up
dining table before the guest arrives at the restaurant. In simple word, all the cutleries are placed
in the significant manner like the forks and knives are placed inside, spoons used for soup are set
up at right side of table. Similarly, the glasses of wine are set up in the corner at the upper right
side of table and the cutlery arranged at top is used for dessert.
Therefore, once table set up is done, the bar makes the preparation of lemon water, butter
or sugar served while drinking. Hence, once all preparation on table and bar is done someone
should check the preparation so that mistakes can be avoided and time being properly managed.
Then after the arrival of customer the employee remain only with cleaning the bar.
TASK 5
Take food and beverage orders from guest
The role of host is to confirm the booking of customer and welcome them during their
arrival. Helps customer to make them comfortable by taking their coats off, hang it on
appropriate place and guide them the direction and way to sit. Once, the customer are sit at their
respective place then the staff of Devonshire Dome restaurant give menu to the customer and
wait for sometime so that guest can make decision. Additionally, even if customer take time to
place the order the waiter must not insist them to place order quickly. Furthermore, once

customer is ready with their order the waiter must fill all the basic details like table number along
with the order to avoid the confusion. At the time of placement of order should be transferred at
the quest plate like ladies plate are filled first in comparison to male's plate. Once, customer are
done with their meal the staff of restaurant ask customer about the feedback and the taste of food.
Hence, after receiving the feedback the staff cleans the table for its other quest.
TASK 6
Evaluate the performance during and post service
The role of Devonshire Dome restaurant internal staff is to satisfy the customer by
performing basic role like welcoming the guest, directing them the way to their table, making
them conformable, serving them water, menu and so on. Apart from all these performances the
basic function of internal staff is to receive proper instruction from the guest and deliver it to
chef of restaurant so that the taste of customer matches with the requirement. Selected restaurant
starts with the starter and then moves to main dish and snacks. In the whole process the role of
runner is to communicate with the customers regarding the food in order to minimize
unnecessary trouble. Moreover, then the role of runner is to transfer the bread which has been
order by customer. Then vegetables are served and other dishes are served on the plate of
customer by making sure no extra plate lefts at the table of guest.
TASK 7
Service recovery system
Service recovery system is a systematic effort made by firm to resolve the problem made
by firm in case of service failure to maintain the reputation and retain the reputation of
restaurant. As even after making lots of preparation before the arrival or during the stay of
customer their may arise some issues within the D'hote company. In that case, company should

make effective strategy to resolve the problem and handle the grievances of customer.
Therefore, varies factors of service recovery system are effectively handling of customers
complaints, identify complains or problem faced by customers, learn from the past experiences
of company and finally resolve the dissonance as well as complaints effectively. Hence, the main
motive of customer is to increase the loyalty of customer by monitoring as well as conducting
research on the customer's complaints.
TASK 8
Contribution to the business performance
Devonshire Dome restaurant's business purpose is to serve meal as well as beverages to
the customers. Thus, there working starts before the arrival of customer and ends till the closing
time of restaurant. Respective company has designed all the work authorities like welcoming
customer, taking their order, transferring food by making proper use of cutlery, collecting
payment and so on. To make this possible all the preparation are made on time and proper
training is given to the internal staff. Moreover, respective company train the students who are
aiming to make their career in respective field this training not only help to company but students
as well to enhance their as well as company's performance.
CONCLUSION
From the above report it has been concluded that hospitality industry of food and
beverage is a continuous process of delivering services to the customers. Thus, the performance
of internal staff of restaurant or bar starts before and enter after the exit of customer. Within this
specific time period the staff of restaurant make sure they satisfy the need their guest aso that
they feel the amount is worth paying. On contrary, in case if any problem or issued is faced by
customer it has been be resolved as soon as possible so that guest does not carries any negative
feedback about the company.

REFRENCES
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