This reflective journal discusses the industry placement of a food and beverage attendant at Stamford Plaza Sydney Airport hotel. It covers topics such as evaluating service triad components, evaluating service profit chain, and the organization's complaint handling practice.
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Running Head: Industry Placement INDUSTRY PLACEMENT
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1 Industry Placement Table of contents Introduction......................................................................................................................................2 Discussion........................................................................................................................................2 Evaluating Service triad components..............................................................................................2 Evaluating service profit chain........................................................................................................2 Organization’s complaint handling practice....................................................................................3 Conclusion.......................................................................................................................................3 Reference list...................................................................................................................................4
2 Industry Placement Introduction Stamford Plaza Sydney Airportis a hotel located a few minutes away from the international airport of Sydney. The hotel offers hospitality service both for leisure visitors as well as business personnel. Situated at a posh locality, it attracts the guests because of its central location overlooking BotanyBay and CBD. I am the food and beverage attendant of the hotel banquet and this reflective journal will throw light on the industry placement based on my profession. Discussion Evaluating Service triad components The triad components involved in the profession of food and beverage attendant are Service performance:In order to improve my service performance I participate in every training program. I take suggestion from my senior colleagues when I feel difficulty in handling situations with customers. Service strategy:I communicate with the guests and try to deliver personalized service. I try to attend every guest multiple times to ensure that they are comfortable at the dining. Customer results:I observe attending customer multiple times and resolving their quarry makes a good impression on the hospitality service. Moreover, I have noted this approach makes customers revisit the place and demand additional service (Divisekera& Nguyen, 2018). Evaluating service profit chain I work in a team and follow every instruction provided during the training session. Training helps me to learn new skills and communicate well with the guests. The leadership followed here is democratic style so that all the members can participate in the decision making (Nimriet al. 2017). The authorities motivate employee performance and this has boosted confidence in me. I have been rewarded for implementing the best practices on guests. Such encouragement has retained the employees for years and their expertise skills have improved external service
3 Industry Placement through customer satisfaction (Balan, 2018).Focusing more on service and environmental quality has increased the profit margin for the organization (Kensbocket al.2017). Organization’s complaint handling practice In order to resolve a customer complaint, the staffs of the organization follow certain practices I listen to the complaint properly initially without interruption I maintain documented complain records for consultation with the concerned authority I try to investigate the cause from various sources In case it is an issue raised from my end, I apologize immediately Conclusion Being into a profession of hospitality industry I look for recommendations that would enhance my customer service skills. I make sure that none of the guests is uncomfortable in the table. Even during the conference meet, I ensure all the business requirements are met at the meal. My soft skills and greeting guests before taking ordersmakes the guests more welcome. Knowledge of multiple dishes and the resolving quarry hasincreased my popularity among customers.
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4 Industry Placement Reference list Balan, T. M. (2018). Conversion of Food and Beverage Services Course to Outcomes-Based Education.J Tourism Hospit,7(340), 2167-0269. Divisekera, S., & Nguyen, V. K. (2018).Determinants of innovation in tourism evidence from Australia.Tourism Management,67, 157-167. Kensbock, S. L., Patiar, A., & Jennings, G. (2017).Hotel room attendants’ delivery of quality service.Tourism and Hospitality Research, 1467358417751023. Nimri, R., Patiar, A., &Kensbock, S. (2017). A green step forward: Eliciting consumers' purchasingdecisionsregardinggreenhotelaccommodationin Australia.Journal of Hospitality and Tourism Management,33, 43-50.