Develop and Manage Quality Customer and Service Practices - SITXCCS008 Assessment 3 Observations

This assessment focuses on the implementation and management of quality customer service practices within a restaurant setting. It analyzes the development and implementation of policies and procedures for booking, customer feedback, and staff management at Cape Lighthouse restaurant. The assessment highlights the importance of effective communication, monitoring, and evaluation in ensuring customer satisfaction and staff efficiency.

SITXCCS008
Assessment 3
Observations
Develop and Manage Quality customer and
service practices

Contents
Introduction................................................................................................................................3
About Cape lighthouse...............................................................................................................4
Service period A: Implementing policies and procedures.........................................................4
Policy 1: Booking policy........................................................................................................4
Policy 2: Customer feedback policy......................................................................................6
Policy 3: Policy for staff........................................................................................................8
Service period B: Communication of requirements with staff...................................................9
Service period C: Monitoring service provisions and managing efficiently............................10
Service period D: Evaluation of service instance and incorporation of feedback into next
instance.....................................................................................................................................11
Brief summary..........................................................................................................................13
What worked well?..............................................................................................................13
What needs improvement?...................................................................................................13
How you have evaluated each policy you have implemented?............................................13
How was staff involved for the purpose of evaluation?.......................................................14
How you will implement each identified change required into the following service
instance?...............................................................................................................................14
Nature of the major tasks for each service period....................................................................16
Conclusion................................................................................................................................20
References................................................................................................................................21
Table of figures
Figure 1: Process for booking policy.........................................................................................4
Figure 2: Customer feedback policy process.............................................................................6
Figure 3: Staff policy process....................................................................................................8
Figure 4: Staff meeting outcomes..............................................................................................9

Introduction
Following assessment is mainly based on practices of organisational structure and
organisational behaviour existed in a company. The main instance followed will procure and
needs a high level of satisfaction on the part of customers. The main development of the
organisation is properly based on what customer likes and what are their requirements. This
will make sure that no possible threat to the business will occur and important information to
be acknowledge by the staff for maintaining right environment. The main policies are
developed on the case of Cape Lighthouse restaurant due to low level of customer satisfaction
and main issues existed in the staff management.

About Cape lighthouse
Cape lighthouse is a restaurant which was refurbished sometimes ago and provide new
services and facilities to customer after renovation. The main point of view for any customer
to select the restaurant is the Coral Sea view from it dining site. This is the major USP as well
as positive point towards the goodwill and image of the restaurant.
Following are the 4 service periods over which the main policy and procedures are followed
in the organisation,
Service period A: Implementing policies and procedures
This service period mainly analyse the implementation of polices which are at first priority to
be implemented and what are their orders to be implemented in the organisation.
Policy 1: Booking policy
The main requirement of a high and five star hotel is to make arrangements which will not
leads to confusion further. For making the following policy implemented, there is a need for
implementing the following procedure on the part of restaurant,
Options of online and offline booking
These options should be available in all restaurants. This will make sure that all procedures
are well established in areas of management and no staff mismatch has occurred during time
of booking. At the time of offline and online booking, it is being required for the restaurant to
send SMS or mail at the official id of the customer to make a confirmation. This will assure
staff about all the records made as well as customer to show a proof of their booking (Zhang,
et al., 2018).
Figure 1: Process for booking policy
(Source: Author, 2020)Setting time duration
Reservations
for specified
tables
Setting time
duration
Options for
online and
offline
booking

However, when customer enters the establishment, it is not fix that whether he or she spends
less or more time in premises. But, it should be the general policy of the restaurant to make a
view about customer time in the restaurant at the time of booking. This will make sure that is
it possible to make another booking on the table for same day or not.
Reservations of only specified tables
It should be mandatory in the restaurant to leave a specific amount of tables for emergency
and contingency at the time of booking misunderstanding. It would help the staff to not let
the customer suffer by waiting (Tokassynova & Akbaba, 2017).

Policy 2: Customer feedback policy
This policy is mainly develop on the basis of gaining important set of customer queries too be
resolved at time. This will make sure that no adoption of excess complaints by customer and
sense of ignorance by staff would be developed. In implementing the following, the main
benefit is based on ensuring all issues to be resolved and a proper pay time has been provided
to customers. Following are the procedure to implement feedback process,
Setting goals for customer service
The main process of getting feedback resolved are important as they make sure that which
process to be followed while handling a customer. The inclusion of goals will be as follows,
 Listen to customer query
 Decide whether to be solved by staff or higher authority
 Assure the customer about their feedback to be resolved as soon as possible.
 Making sure that all records has been maintained and it should be listed in restraint
feedback system and effective monitoring has been processed as not to repeat process
next time (Barlan, 2017).
Figure 2: Customer feedback policy process
(Source: Author, 2020)Training of the staff
All staff has been allotted to serve a specific number of tables in a day which was reserved.
There should be specific staff for handling the unreserved table customers. This will make
sure that no ambiguity and delay in attending customer feedback will be made.
Management commitment
Customer
Feedback policy
Training for
staff
Management
commitment

This procedure will be implemented for making sure that management is fully responsible for
all the consequences. The main achievement under this program will help in assuring that no
consequences of pending feedback will be occurred (Chun & Nyam, 2020).

Policy 3: Policy for staff
This policy is mainly required when dealing with negative consequences and different
behaviours of staff at workplace. This will make sure that important relations in areas of
customer relationship and staff motivation to work will be assured. Following are the
procedure for the implementation of the same policy,
Setting mission for organisation
This will mainly focused on how each activity need to be performed by staff. All those
follows a high commitment on part of both staff and organisation. This will help in assuring
important practices for managing staff training and dealing with customers (Gregorash,
2016).
Figure 3: Staff policy process
(Source: Author, 2020)Personal development training
This training are based on staff presentation and making an effective approach towards
customers. An appropriate level of professionalism would be initiated to follow the same.
Staff commitment
If there is a particular commitment by the staff to attend the customer, then it must be
followed. It should be monitored with help of controlling system and making effective look
on staff activities by the management authority.
Setting mission
for organisation
Personal
development
training
Staff
commitment

Service period B: Communication of requirements with staff
This one is the most effective part when making decisions to make effective communication
and implement policies in all areas. A proper communication with staff will reduce
ambiguity. Following are the modes which can be used to communicate the policies to staff,
Staff meeting
This is the most common and relevant manner under which all staff addressing and answering
to queries are made. A meeting should be held when all staff members are present and then a
proper code of procedures and conduct should be discussed. This meeting can be presented
with help of presentation by the manager and options for all staff questions and confusions
can be given. If a proper meeting is always held at the end of month then all queries related to
reservation problems, portal issues in booking online, staff conflicts, customer negative
feedbacks can be cleared from the backlogs. Effective set of meeting will leads to following
outcomes in collaboration,
Figure 4: Staff meeting outcomes
(Source: Pastoral Institute, 2020)
Taking review from employees on new set of policies
This can be an effective medium of policy set up. This will ensure that major practices has
been resolved in areas of setting effective management and making sure that all staff has
considered and are comfortable with review of policies. It will guide staff with all procedures
for reservation and how to settle the problem of double booking at same table (Basri, et al.,

2016). Apart from this, an effective procedure of customer services like menu, prices,
cancellation charges, booking time, official restaurant hours etc. would be pre-defined to staff
to communicate with customers.
Setting live presentation of situation
Sometimes, it is a better options to make a role play of the emergency and wrong situations
occurred while dealing with customer. This will communicate effective use of skills by staff
to handle the same and what will be his next action if no booking record was found in the
system. At the time of customer queries, this role play will be effective as teaching staff about
professional code of conduct (Lovegreen, 2018).
Service period C: Monitoring service provisions and managing efficiently
After making implementation and making sure that all practices are managed effectively, it is
important to get the right requirement fulfilled. The main evolution in areas of setting
important practices are managed. This will be developed in implementation of effective
monitoring practices. The major consequences of effective provisions are well presented by
the incorporation of efficient working conditions. In getting important areas of association,
the effectiveness in areas of getting right monitoring system is important. Following should
be the monitoring process which can be followed effectively in areas of managing
appropriate services,
Booking records cross checking
After making records of book appropriately managed, it is also required to cross check
whether the booking is made effectively and important criteria is met in right order. The main
development focus was made when effective delivery in areas of right customer serving is
made. It should be advisable to provide backup programs in case of booking not available.
The main basis of monitoring will make sure that no practices are managed effectively
without making a check and response by all support staff.
Review of new policies by customers
The main analysis are made in areas of important factors solving association which will make
sure that appropriate practices are managed accordingly. In getting a review from customers,
the satisfaction level of customer will be known and any revision required will be adopted.
Customer feedback will be one of the best monitoring activity which will make sure that
adoption of practices are put in so as to make less complications (Jung, et al., 2018).

Managing staff behaviour
This will be one of the most important process as it will make sure that process are already
reached in areas of effective service providing. The main regards with dealing in different
staff behaviour can be easily recorded with help of staff performance improvement plan. Staff
behaviour in a restaurant will be the main reason for assuring best practices and making sure
that improvement are managed effectively in areas of policy development plan.
Service period D: Evaluation of service instance and incorporation of feedback
into next instance
The main association in areas of service periods or instances can be only followed when
effective process management are done in above all process. This will mainly followed that
all implementation activities and management of staff behaviour are managed and
communication has been made.
From the overall assessment and marking the main areas of commitment, the service
instances are managed in the following manner as follows,
Removal of duplication of work
When completing the work, the main assessment is provided in areas of getting effective
management and assuring areas of interest. The effectiveness in getting resolved substances
for management can be done effectively. By making right time management staff to work at
reception, no confusion would takes place.
Managing the communication through improved status of customer feedback
In the main development, it was assured that no mismanagement and misunderstanding
would takes place in case of reviewing and understanding policy. But implementing the
policy, it was observed that many staff members missed the guidelines and same mistakes
was repeated. It was observed to make sure that no areas of establishment are made possible
until improvement in decision making can be made (Bilgihan, et al., 2018).
Association of integrated system of networks to ensure fast customer feedbacks
All the professional standards has been maintained when working efficiently and personal
problems of customer like hygiene, quick order, less waiting time was observed. This will
make sure that recognition in areas of assisting the customers are made possible. The main
effectiveness of getting feedback in this process will be assured when management has its

relevant positions and importance in identifying suitability management to customer is
important.

Brief summary
What worked well?
 In the main association of getting important feedbacks, the service instances need to
be recovered effectively. It would help in making sure that no process delay can be
happened.
 In areas of all service periods, it was identified that main process of communication
and making staff members aligned towards use of policy worked well. This has make
sure that restaurant will soon achieve the areas of customer satisfaction.
 In terms of reservation policy, effective communication worked well as it reduced the
time for online and offline booking and make less confusions in reservation of tables.
Handling emergency situations through the role play is the best manner which suits
the restaurant to communicate effectively.
 In terms of customer service and policy for staff, the management of communication
makes sure that customer are assisted properly and no confusion in duty of staff
members was made (Johnson, et al., 2018).
What needs improvement?
 The main improvement is needed in areas of monitoring and managing the staff and
working conditions. In terms of reservation policy, monitoring is very required at the
place of reception work and booking slot arrangement. This will unless results into
less determination of customer for advance booking and low goodwill of the
restaurant.
 In terms of customer feedback policy, the assumptions are made appropriately to
make sure that no queries will be left unsolved. But the monitoring process that staff
is available at each customer table to assist are not managed correctly. This will
require the quick action and appropriate follow up.
 In the staff policy, recording of right attendance of the staff and their availability are
less monitored. This will cause to lack of staff assisting and proper listening to
feedbacks (Lemy, et al., 2019).
How you have evaluated each policy you have implemented?
The main measure of each policy implementation are done on the basis of following
parameters,
Measures of success

 In
the reservation policy, the main implications in areas of getting required booking is
important. Setting advance slots in the booking and making use of SMS and
confirmation send on mail will proved to be the best implementation of policy. A
successful booking of more than 50 customers in last 10 days was done with no
backlogs and no confusion by the staff.
 In areas of
customer feedback, taking quick feedback and assignment of separate staff
with all-time availability to both reserved and unreserved table will proved to be the
best implementation of policy. It was evaluated that customer complaints are less and
their positive feedbacks and ratings for the restaurant are increased from this month.
 In terms of
staff policy, making conduction of meeting on monthly basis and taking
suggestions and review of staff would be proved as an important contribution. This
will make sure that people of organisation are also satisfied from the policy and get
used to it. Due to motivation and reviewed policy, staff absent rate was low from last
15 days and training makes the professionalism developed in premises (Nunkoo, et
al., 2019).
How was staff involved for the purpose of evaluation?
 Mainly, the managers and supervisors are assigned to make evaluation effectively on
the level of reception work and bookings. But on the part of customer feedback, it was
observed by that happy behaviour and staff rating of working experience with
restaurant was improved. It was seen by most of the staff getting tip from customers
and getting rewards and recognition from organisation.
 On terms of implementation, this is the best service instance which shows the
appropriate evaluation by the staff and their involvement.
How you will implement each identified change required into the following service instance?Booking policy
It was observed that no problems has been faced on the areas of booking from last 10 days as
there is specialised training provided to each staff who works at reception and takes booking.
The major drawbacks has been observed in areas of monitoring which would require a
separate team which draws main attention of the staff to make clearance about any refund
policy implemented by the restaurant to customer.
Policy for staff

This policy needs improvement in areas of communication. The effectiveness in areas of
getting right coordination can only be managed when duplication of work is not
implemented. A website can be used for all staff members as their online portal where they
can raise their query and any emergency regarding not being on work. This will make
transparency and high information capability of the staff also.
Customer feedback policy
This will required addressing of problems related to guiding them by the staff about their
location of table. Also, there are some changes in the website prices of services and food than
the actual prices. This issue need to be resolved for making appropriate management in
customer feedbacks (Mohammad, et al., 2017).

Nature of the major tasks for each service period
Instance Date Duration
from ... to...
Tasks to be
completed
What will be
observed?
Evaluation
summary
completed
Service Period 1: 25
September
2020
25 September –
5 October 2020
Implementation
of policies and
procedures
Details: This
will make sure
that no loops
has been help in
measuring all
circumstances in
implementing
policy to guide
staff members.
 Assessing
organisation
condition
 Evaluating
staff
requirements
 Evaluating
major
feedbacks
areas
 Evaluating
time period
required
This will be
completed in
the time phase
of 10 days and
evaluation are
done on the
basis of
suitability and
changing
requirements
for the same in
one month.
Policies and
procedures
implemented
and followed:
The main policy
and procedures
will make sure
that all orders
are managed in
advanced and
approved
services for

allotment of
staff
contribution are
maintained.
Service Period 2: 7 October 2020-
25 October
Communication
with staff
7 October
2020
Details: The
main
communication
will be made
through staff
meeting and
making real live
situation to
handle with staff
 Setting of
agenda of
meeting
 Organising
suitable day
and time for
meeting
 Conduction
of training in
these days
This will be
completed in
the time frame
of 18-19 days.
It will make
sure important
practices are
managed to
communicate
with staff and
daily
achievement of
their targets are
also met.
Policies and
procedures
implemented
and followed:
This service
period is
managed
effectively in
areas of all
types of
communication
whether it’s one
way or two way
communication

or in the form of
staff meeting
also.
Service Period 3: 1 November- 25
November 2020
Monitoring
service and
managing
1
November
2020
Details: Making
sure that each
process is
monitored
effectively
 Assisting
separate
team
 Assigning
proper time
limits for
completing
task
 Making
review of
each policy
in 10 days
This process is
managed just to
make sure that
no cost is
wasted on
wrong
implementation
and an effective
monitoring is
important.
Policies and
procedures
implemented
and followed:
This service
period is
processed with
the help of
importance in
monitoring and
applying various
systems for re-
evaluating the
applied process.
Service Period 4: 1 December –
15 December

2020
1December
2020
Details: it was
implemented to
make sure that
all process and
services periods
are inter
connected with
each other
 Association
of marking
standards
 Taking staff
feedback and
working
experience
 Taking
customer
feedbacks
and ask for
suggestions
The main aim
of the service
period is to
make overall
efforts of the
implementation
of policy in
right manner.
Policies and
procedures
implemented
and followed:
This is followed
in sections of
final decision
making and
development of
any change in
areas of any
policy at the
final
implications.

Conclusion
The main process followed under this report will make sure that no unidentified propositions
are taken place in restaurant. This process is wholly based on organisation management and
makes sure about needs of development for quality services on the perspectives of customers.
This will make sure that organisational policies and procedures plays an important role in
areas of management and settling.

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