Hospitality: PESTEL Analysis, Policies and Procedures, Service Summaries

This article discusses the impact of political, economic, social, and technological factors on the hospitality industry. It also covers policies and procedures for sanitation, customer service, and complaint handling. Additionally, it provides service summaries and an observation checklist.

Running head: HOSPITALITY 1
Hospitality
Name:
Institution:
Date:

HOSPITALITY 2
Hospitality
PESTEL ANALYSIS
Political factors
The hospitality industry is affected by trends. Current policies are pushing for healthier food
sto be served to customers and for the public to be more conscious of what they eat.
Restaurants are forced to add healthier options on their menus as public policies push for
healthy foods with lower sugar and sodium intakes. Restaurants are now being pushed to
reveal nutritional information of the foods they serve. Additionally, inflation, taxation ,
import and exports costs and the changing health policies influence the foods that this
restaurant offers.
Economic Factors
Consumer spending is healthy in the country therefore the restaurant business is not affected
very much. The convenience of readymade food has allowed people to inculcate the culture
of eating in restaurants (Jauhari & Bharwani, 2017).. This has led to a greater expansion of
restaurants in the country leading to a healthy competition that allows customers to get
cheaper and quality foods. Taxation is also another factors that has affected the hospitality
industry in this country.
Social Factors
The trends in hospitality industry shift depending on what the consumers want. In many
countries the focus has shifted to healthiness. This is pushed by both the consumers and the
authorities as well. Therefore, we are starting to see a rise in whole foods and organic foods
as lifestyle changes and diets come into play. Vegan, pescetarian and vegetarian eating are
becoming more of a lifestyle and less of a fad. The young generation are also preferring to eat

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in restaurants that have a modern look for example softer lighting, wifi and menu screens
hence the restaurant has to change its look and branding.
Technological Factors
With new technology , hospitality industry has changed very much. It is now easier for
restaurants to reach customers through their websites. Restaurants are now starting to move
big screens into the halls to showcase their menu and also as a way of marketing; the
restaurants do footage of promotional drinks and also give calories information.
Develop policies and procedures of the restaurant
Policies and procedures
.1. The Standardized Operating Procedures for Sanitation (POES)
are those written procedures that describe and explain how to make a task to achieve a
specific goal, in the best possible way. There are several activities and operations, in addition
to cleaning and disinfection, which are carried out in a food processing establishment that is
convenient standardize and leave a written record of this to avoid errors that could Attempt
against the safety of the final product(Jauhari & Bharwani, 2017).
Cross Contamination.- It is known as Cross-contamination to the process whereby food
comes in contact with substances foreign to its composition, generally harmful to health.
Obligatory use of the uniform.- always wear the complete and clean uniform in the case of
cooks wearing a hat that covers the hair completely, the Women also wear mesh and hair
collected. The waiters on the other hand Depending on whether they wear an apron or a vest,
it must be made of washable fabric and be impeccable, many times a dirty uniform leaves a
bad impression on customers. The uniform should never be worn outside the workplace.

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2.Customer service policies and procedure
The aim of this policy is to provide a framework that will ensure that there is equitable and
consistent approach to how customers are welcomed in the restaurant. It also aims at
developing and maintaining strategies and highest standards (Kandampully, Zhang & Bilgihan,
2015).. This policy ensures that when the guest arrive they are welcomed in a way that they
feel to come back to the restaurant again.
3.Complain handing Procedure:
The aim of this policy is to ensure that all complaints are handled in a proper way and follow
through is done to solve the problem.
A good memory is needed for the waiter. Know the prices, menu assortment, remember what
the visitor ordered, etc. - all this comes with practice. The waiter should be moderately
sociable and be able to talk freely with visitors, answering questions politely, briefly,
accurately and clearly, correctly pronounce the words. The waiter is obliged to know the
name of all the production units, the technological equipment of the shops, the buffet, the bar,
the trading hall, and quickly and correctly count to not detain customers. The ethical and
aesthetic behavior of the waiter is closely interrelated. Personal hygiene, neatness, smartness,
accuracy, dexterity and grace of movements, correct posture and gait is a necessary
requirement for the waiter.
The waiter needs strong hands that should always be in perfect condition, neat, well-
sewn, carefully ironed clothes, shoes - well-cleaned. Next, we will present effective
technologies for training personnel to serve customers (Jones, Hillier & Comfort, 2016).. "Right"
restaurant trainings, conducted at the "right" time, effective training technologies for
personnel, can serve as an effective tool for improving the restaurant's competitiveness in the
market of catering services.

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Service summaries
The restaurant service code stipulates that when a customer arrives in the hall, they are
supposed to receive a friendly welcome then after the client has chsen a table the waiter
should offer a menu then wait till the client selects their choice of meal from the menu.
Observation checklist
Yes No
Are the customers happy
with the service?
Are the waiters up to date
with the new policies?
Are the complaints being
handled in the right way?
Part C
Communicating requirements with staff
The best recommended method to communicate procedures and policies to staff is by:
1. Inform employee up front. That is at the commencement period of developing new
policies , the staff must know and how the policies will impact them.
2. Ask fo feedback from the employees to encourage them to buy in and be involved.
3. Conduct a meeting with all the staff to introduce to them the final product to reinforce
its importance and review its purpose.

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4. Employees should be given time to review the new policies and procedures and the
management should provide a chance for them to ask questions.
5. Provide traning where required as some procedures and policies may require intensive
and extensive training.
What worked well
After introducing the new policies and procedures some have worked well like the complain
handling procedure and policy. Of all the compalaints that we have received since the new
policy was introduced , customers have been delighted by how we have handled their
complaints(Wang, Tsai & Tsai, 2014). However, there is still room for improvement in how we
handle our customers. The customer service policy and procedure still needs time as we train
our staff extensively on this.
Evaluating the policies
The policies were evaluated by asking staff that are unfarmiliar with the process to read the
guidelines and identify the areas that do not make any sense or are difficult to understand.
Customer service Policies and Procedures Draft
Customer service is a top priority for the restaurant. All customers will be treated respectfully
and promptly without regard to gender, age, race, ethnicity or sexual orientation, social and
economic status.
Regulations
1. staff members are empowered to make decisions that will ensure that the customer
gets the best service possible.

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2. When welcoming a customer, a staff member will identify themselves for easy
recognition.
3. Staff will serve customers on a first come first serve basis.
4. A customers who has got compalaints shall be reffered to senior staff or
management.
.
References
Jauhari, V., & Bharwani, S. (2017). An exploratory study of competencies required to
cocreate memorable customer experiences in the hospitality industry. In Hospitality
Marketing and Consumer Behavior (pp. 159-185). Apple Academic Press.
Jones, P., Hillier, D., & Comfort, D. (2016). Sustainability in the hospitality industry: Some
personal reflections on corporate challenges and research agendas. International
Journal of Contemporary Hospitality Management, 28(1), 36-67.
Kandampully, J., Zhang, T., & Bilgihan, A. (2015). Customer loyalty: a review and future
directions with a special focus on the hospitality industry. International Journal of
Contemporary Hospitality Management, 27(3), 379-414.
Wang, C. J., Tsai, H. T., & Tsai, M. T. (2014). Linking transformational leadership and
employee creativity in the hospitality industry: The influences of creative role
identity, creative self-efficacy, and job complexity. Tourism Management, 40, 79-89.