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Hospitality Assignment Solved

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Added on  2020-04-21

Hospitality Assignment Solved

   Added on 2020-04-21

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Running head: HOSPITALITYHospitalityName of the Student:Name of the University:Author’s Note:
Hospitality Assignment Solved_1
1HOSPITALITYTable of ContentsAnswer 1..........................................................................................................................................2Answer 2..........................................................................................................................................2Answer 3..........................................................................................................................................2Answer 4..........................................................................................................................................3Answer 5..........................................................................................................................................4References........................................................................................................................................7
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2HOSPITALITYAnswer 1According to the case study, Mr. and Mrs. Jones expected their expectations to befulfilled in terms of the service provided by the staffs of the restaurants. The customers expect tobe informed that the will be shortly guided to their table and apologizing for the inconveniencecaused by the restaurant (Wilson et al. 2012). Additionally, the customers also expect to receivetheir entrees, main course, and drinks in a coordinated manner. If the restaurant fails indelivering so, the customer expects an explanation along with an apology (Jahanshani et al.2014). Answer 2Customer service is the key that determines the success of the restaurant business (Oreland Kara 2014). The customers expect to have their requirements fulfilled by high-qualitycustomer service (Shanka 2012). If the customers leave the restaurant dissatisfied, they will notreturn to Cape Lighthouse in the future. Rather a poor customer service would spread negativeword of mouth for the restaurant business (Dabholkar 2015). The customers visiting therestaurant would not recommend the place to their families and friends. This would cut down thecustomers and business for the restaurant thereby, making it difficult for the restaurant to survivein the competitive market (Ryu, Lee and Gon Kim 2012). Answer 3 As a General Manager of Cape Lighthouse, I would retrieve the contact details of Mr. andMrs. Jones and send them an apology letter along with apologizing them personally over thephone. In order to compensate the loss encountered by Mr. and Mrs. Jones, the restaurant wouldlike to arrange a dinner for them in their desired table and offer 30% discount for the couple. For
Hospitality Assignment Solved_3

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