Food & Beverage Management: Service Standards, Satisfaction Analysis

This report analyzes the service standards, customer satisfaction, and communication strategies employed by Little Bourke Wine Bar and Bistro. It emphasizes the importance of maintaining high service standards to build customer loyalty, including aspects like food quality, variety, and customer service. The report highlights the positive impact of customer satisfaction on a restaurant's brand image and profitability, noting factors such as safety, location convenience, and staff politeness. It also discusses the role of effective communication, both formal and informal, in improving employee productivity and customer interactions. Recommendations include enhanced employee training, improved recruitment criteria, and the implementation of online ordering systems to boost customer engagement and overall business performance. The report concludes that focusing on service standards, communication, and employee development is crucial for enhancing customer satisfaction and achieving a competitive edge.

Running head: FOOD AND BEVERAGE MANAGEMENT
Food and Beverage Management
Name of the Student
Name of the University
Author Note

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Table of Contents
Introduction................................................................................................................................2
Discussion..................................................................................................................................2
Maintaining the service standards..........................................................................................3
Customer satisfaction.............................................................................................................3
Forms of communication.......................................................................................................4
Recommendations......................................................................................................................5
Conclusion..................................................................................................................................6
Reference....................................................................................................................................7

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Introduction
Nowadays people prefer restaurants than homemade food. In order to sustain the
interest innumerous restaurants open up in a locality every year. The restaurants in order to
attract customers and establish the business should deliver good services and consider the
importance of customer satisfaction. This paper will talk about the service standards,
customer satisfaction and communication of Little Bourke Wine Bar and Bistro. They serve a
wide range of food and wine. The managers in order to avoid complexities in the operation
should follow certain standards in a restaurant.
Discussion
Primary prerequisite for making a restaurant successful is by delivering certain
service standards to all the customers. In order to build customer loyalty, it is essential to
maintain the standards of service in a business. The service standards may include the
quantity, taste, food quality, variety of beverages and the customer service. The service
standards of every restaurant depend on format, type and theme of the restaurants. Certain
etiquettes and service standards are common for every restaurant. Some common service
standards of restaurants are-
 Greeting the guests properly.
 Managing the queue in case of excess crowd.
 Presenting a proper menu to the guests and providing a considerable time to the
customers to place the order.
 To place an order, assisting the customers by properly explaining the flavors of the
dishes.
 Repeating the order after the order is being placed.

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 Serving the dishes as early as possible.
 Minimizing the delay time.
 Delivering the ordered dishes and serving the food at the table.
 Checking whether the food is all right or not.
 Attending the customers at regular intervals in case of more orders.
 While billing, the delay time has to reduce.
 Feedbacks collected after the service.
 Ensuring hospitality to the customers at the time of leaving.
Maintaining the service standards
In order to provide the customers with proper service standards, making the list of
items to be included in the menu is essential. Pictures of the dishes listed in the menu will
enhance the customer satisfaction. Little Bourke Wine Bar and Bistro lacks the inclusion of
the pictures of its dishes. This restaurant does not train its employees on daily basis. A well-
trained staff in a restaurant plays a vital role in maintaining the service standards of the
restaurant (Davis et al. 2018). These services will be met if regular follow up is maintained.
This in turn enhances the opportunity of the restaurant in profit and revenue generation and
creating a brand image. Creating accountability among the employees is also the
responsibility of the manager to increase productivity.
Customer satisfaction
Customer satisfaction majorly affects the popularity and brand image of the company.
Higher the customer satisfaction, higher is the profitability of the restaurant. Positive word of
mouth is spread through customer satisfaction. Little Bourke Wine Bar and Bistro has high
customer satisfaction. Their first priority is to attend the customers and fulfill their needs in
terms of menu, taste, flavor and theme of the restaurant (Wu, Huang and Chou 2014). Thus,

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this restaurant has a range of loyal customers. The reasons behind the satisfaction of the
customers include safety and security measure in the restaurant, convenient location, polite
behavior of the staff and prompt service. These factors influence the popularity of the
restaurant Little Bourke Wine Bar and Bistro. Improvement in the service quality
automatically enhances the customer satisfaction. Increasing the customer satisfaction helps
to deliver the correct offerings to the customers (Davis et al. 2018). Little Bourke Wine Bar
and Bistro believes that the interest of the customer comes first. But in order to do so, the
restaurant does not avoid the owners, employees and managers. Satisfaction is not driven
from a single source. The dissatisfaction or satisfaction arises from certain encounters of
service.
Forms of communication
Effective communication plays a vital role in establishing a restaurant. This industry
experiences the highest turnover. More the investment in organization’s communication,
more is the productivity and profitability. Little Bourke Wine Bar and Bistro do not follow
the trend of one to one interaction of the manager with the employees. Regular chats with the
employees can enhance the communication in the organization. Staff meals help the
hospitality industry to gather all the employees together for casual communication (Wu,
Huang and Chou 2014). Log book of the managers also help in keeping a track of the daily
performance of the employees. These updates help to motivate employees. Attending the
customers having fluency in communication adds on to the customer satisfaction. Clear
communication helps the customer to understand the menu and order accordingly. Group
chats can also influence the performance of the employees. Employee Wikis helps in giving
an idea to the employees about how to structure the task. Little Bourke Wine Bar and Bistro
address the barriers in communication. Two major forms of communication namely formal
and informal are used in the communication of restaurants (Wu, Huang and Chou 2014).

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Pre-defined channels execute the formal communication. The formal communication is
conveyed to different departments from top leaders. This mode of communication is essential
for fulfilling the goals. Whereas informal communication is more casual and relational than
formal. This helps in establishing the relation with the superiors, colleagues and subordinates.
These forms of communications increases efficiency in an organization. Formal
communication helps in communicating the procedures, rules and company policies to the
various levels of employees. Formal mode of communication also helps in the situations
when documentation is required to disapprove or approve a complaint. Informal mode of
communication helps in strengthening and improving the structure of the team.
Recommendations
In order to establish its restaurant, Little Bourke Wine Bar and Bistro should keep in
mind certain strategies. Their focus should be on the customers. Service standards should be
improved by thorough training of the employees. The restaurant should include the
recruitment criteria, which will require proper degrees of the employees on the subject.
Increasing in the salary package of the employees will motivate employees to serve the
customers better. Regular training for services to be delivered, staff management and
maintaining a sober ambience in the restaurant will help the company to overcome the issues
in the company. The negative feedbacks from the customers give the company an opportunity
to perform better and improve its service quality in order to compete in the market. The
company should tie up with various home delivery chains in order to introduce online buying
for its customers. Coupons and vouchers should be provided to the customers to enhance
their interest (Wu, Huang and Chou 2014). Effective communication is necessary in the
restaurant for both the employees and the customers. Regular sessions of one to one chat with
the manager are required to understand the basic policies of the restaurant.

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Conclusion
Thus, it can be concluded that maintaining the service standard in Little Bourke Wine
Bar and Bistro will improve the customer satisfaction. The restaurant should follow the
various modes of communication and also concentrate on employee training in order to
provide services properly. This will also help to decrease competition.

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Reference
Davis, B., Lockwood, A., Alcott, P. and Pantelidis, I.S., 2018. Food and beverage
management. Routledge.
Wu, P.H., Huang, C.Y. and Chou, C.K., 2014. Service expectation, perceived service quality,
and customer satisfaction in food and beverage industry. International Journal of
Organizational Innovation, 7(1).