Customer Complaint Resolution in Hospitality Industry
Added on 2020-10-22
12 Pages2289 Words398 Views
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DEVELOPMENT
Table of ContentsINTRODUCTION...........................................................................................................................3TASK 1............................................................................................................................................3Silver service / Table service......................................................................................................3TASK 2............................................................................................................................................4Run the bar..................................................................................................................................4TASK 3............................................................................................................................................5Use till system / credit card system.............................................................................................5TASK 4............................................................................................................................................6Correct lay of table D'hote set-up................................................................................................6TASK 5............................................................................................................................................6Take food and beverage orders from guest.................................................................................6TASK 6............................................................................................................................................7Evaluate the performance during and post service.....................................................................7TASK 7............................................................................................................................................7Service recovery system..............................................................................................................7TASK 8............................................................................................................................................8Contribution to the business performance...................................................................................8CONCLUSION................................................................................................................................8REFRENCES.................................................................................................................................10
INTRODUCTIONHospitality industry provide efficient services to the customers to maintain long termrelationship with customers by providing them an excellent experience. Additionally, hospitalityindustry within food and beverage regime includes high end restaurant, catering facility andmany more to enhance the experience of guest by offering them valuable services. For the betterunderstanding of this industry Devonshire Dome restaurant has been taken which is one of thelargest restaurants of England. It provide training to students to enhance their skill and servevarious drinks as well as meal to its guest. This report will cover topics like silver service/tableservice, ways to run the bar. How to use till system or credit card appropriately and correct layof 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 1Silver service / Table serviceDevonshire Dome restaurant Silver service is an essential aspect of table setting wherefood or beverages is served to the guest at the table of restaurant or bar. It simple words it is adining 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, withinDevonshire Dome restaurant or any other bars or restaurants table are set before the arrival ofcustomers. Clean cutlery and glasses of wine: While setting up table before the arrival of customerall 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 bycontrolling the mess within Devonshire Dome bar. Well dressed: At the time of delivering services to the guest at the table, all the workingstaff must be dressed up appropriately. This helps the customer to find convenience byidentifying them and asking them for any help or while placing order. Thus, within DevonshireDome restaurant whether their staff are men or women comb as well as cover their hair properlyto promote the cleanliness and hygiene within their working area. TASK 2Run the barBar industry is one of the growing industries which earn a huge revenue in UK. Due toincrease demand and number of competitors each are every bar are becoming more customeroriented by delivering their customers premium level of services. Moreover, bars are developedto prepare and serve drinks to its guest by just following their instruction and placing their orderson 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 beserved like Step2: Respond back to the quest about their order by informing them the time taken by fulfiltheir respective drinkStep3: Use opener or knife to cut the bottle's edgeStep4: Hold the bottle along with towel placed on the arm of waiter. Thus, label of the bottle canbe shown to the customer.
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