Knowledge and Skills Sharing in Food & Beverage Industry
11 Pages2293 Words323 Views
Cornell University School of Hotel Administration
Added on 2020-05-11
About This Document
FOOD AND BEVERAGE INDUSTRY 3 FOOD AND BEVERAGE INDUSTRY Knowledge and Skills Sharing in Food & Beverage Industry Name of the student: Name of the university: Author note: Executive summary The paper studies the importance of customer service skills, which play a very important role in the different industry across the globe. The paper gives importance to training and skill development program for enhancing the customer service standard in a restaurant in specific. Introduction 3 Service recovery 3 Importance of effective service recovery 4 Importance of working together
Knowledge and Skills Sharing in Food & Beverage Industry
Cornell University School of Hotel Administration
Added on 2020-05-11
BookmarkShareRelated Documents
Running head: FOOD AND BEVERAGE INDUSTRYKnowledge and Skills Sharing in Food & Beverage IndustryName of the student:Name of the university:Author note:
1FOOD AND BEVERAGE INDUSTRYExecutivesummaryThe paper studies the importance of customer service skills, which play a very important role inthe different industry across the globe. It specifically plays a very vital role in satisfying thecustomers in a hotel or restaurants. The paper gives importance to training and skill developmentprogram for enhancing the customer service standard in a restaurant in specific. Moreover,effective communication and working together in restaurants help the fresh employees get closeto the things in a very practical way.
2FOOD AND BEVERAGE INDUSTRYTable of ContentsIntroduction......................................................................................................................................3Service recovery..............................................................................................................................3Importance of effective service recovery........................................................................................4Importance of working together & effective communication in restaurant....................................7Conclusion.......................................................................................................................................7References........................................................................................................................................9
3FOOD AND BEVERAGE INDUSTRYIntroductionCustomer service is an essential part of a food and beverage industry. Customer service isindeed constructed with various strategies such as repairing the damage of a service failure ofany kind (AbuKhalifeh and Som 2012). In this regard, knowledge management and sharingcomes apart as a potential option to rectify and repair the damages done by a service failure (Kimand Lee 2013). This particular study also focuses on the service recovery with the help ofdifferent supportive materials. The main purpose of this assignment is to identify what servicerecovery is. Moreover, the study also focuses on the importance of knowledge management andsharing in relation to service recovery in a restaurant. Service recoveryMany operations across different organisations on this world believe in repairing thedamages done by a service failure. Additionally, it is also important to have a knowledge on theperceptions that customer develops after they experience a service failure or a service recovery.Importantly, the hospitality industry is widely known for a high standard customer service,which is why customers have the perceptions that they will be treated with utmost care. They arehurt when they find a slight of error in such perceptions (Mithas, Krishnan and Fornell 2013). Insuch scenario, it is imperative for the hospitality industry that they use an appropriate andeffective service recovery strategy to restore the lost image and repair the damages done. Suchstrategies can be produced with the help of knowledge sharing and management. The role oftraining and development program becomes imperative as well in such cases (Chien and Tsai2012).
End of preview
Want to access all the pages? Upload your documents or become a member.
Related Documents
Service Marketing: Analysis of Service Failure Incident and Recommendations for Service Recovery Strategieslg...
|9
|2382
|261
The Contemporary Hospitality Industry: Types of Business, Departments, and Skills Requiredlg...