Supervisory of Guest Experience Report - Module Name, Semester

This report provides a comprehensive analysis of guest experience supervision within a restaurant setting. It begins with a personal development plan, outlining specific objectives, actions, and resources needed to enhance supervisory skills, particularly in project management and human resource management. The report then delves into the critical appraisal of restaurant delivery methods, emphasizing the importance of understanding consumer behavior, competitor analysis, and promotional strategies. A significant portion is dedicated to service recovery plans and customer feedback mechanisms, along with evaluation skills essential for supervisors. The report further explores the interconnection of staff training, leadership theories (specifically transformative leadership), and customer service skills. Strategies to improve supervisory practices are discussed, including employee recognition, balanced management approaches, and the importance of long-term planning and employee motivation. The effectiveness of the supervisory plan is assessed through aspects like feedback provision, facilitation skills, and problem-solving capabilities. The report concludes with recommendations for future development, emphasizing the need for supervisors to understand restaurant culture, train employees effectively, and prioritize clear communication and employee engagement. The report highlights the need for effective supervisory practices to ensure organizational success, customer satisfaction, and return on investment.

Running Head: SUPERVISORY OF GUEST EXPERIENCE
SUPERVISORY OF GUEST EXPERIENCE
Name of the Student
Name of the University
Author Note:

1SUPERVISORY OF GUEST EXPERIENCE
TABLE OF CONTENTS
Introduction................................................................................................................................2
Discussion..................................................................................................................................2
Development plan -................................................................................................................2
Justification of the development plan:...................................................................................3
Critical appraisal of different methods of restaurant delivery..............................................4
Service recovery plan and customer feedback.......................................................................5
Evaluation skills.....................................................................................................................5
Staff training and appropriate leadership theory as well as customer service skills............6
Strategies to improve supervisory practice............................................................................7
Effectiveness of the supervisory plan.....................................................................................8
Improvement of the supervisory skills....................................................................................9
Recommendation for future development of supervisory skills..............................................9
Conclusion................................................................................................................................10
References................................................................................................................................11

2SUPERVISORY OF GUEST EXPERIENCE
Introduction
A development plan helps clear out one’s vision about the self. We are all engaged in
thinking about our personal development by a fruitful career. Hence, the development plan
demonstrates the strength and weaknesses of an individual. By this demonstration the person
can bring positive changes to work effectively to serve the organization as well as to provide
scope for personal growth.
Discussion
Development plan -
Specific
objective:
What do I
want to
learn?
Actions:
What do I
have to do to
achieve my
objectives?
Support/
Resources:
What do I need?
What Resources
do I need?
Who should I
turn to for
supports and
resources?
Measureme
nt:
How will I
measure my
success?
Review
date:
When am I
going to
review my
progress
Objectiv
es
achieved
:
Y/N
HR
management
Develop the
abilities to
move on the
process of
complex
project
Training Successful
attainment
of the
training
program.
At the end
of the
course.
Yes

3SUPERVISORY OF GUEST EXPERIENCE
managements.
Certify as an
efficient
project
manager
Accomplishme
nt of the entire
training
program.
Application for
the certification
program and
related
references.
Certification
program
At the end
of the
program
Yes
Gaining
experience
on project
handling
Successful
delivery of one
large and one
small project
Proper
assignments or
projects related
to management
duties.
Schedule
and budget
variance and
feedbacks
from
various
stakeholders
.
End of the
project
manageme
nt
program.
Yes
Enhancing
the
communicati
on skill for
building
effective
customer
relationship
Preparing
presentation
related to
project
management
and deliver it
to the
authority.
Scope and
allowance for the
presentation.
Feedback
from
different
stakeholders
.
End of the
presentatio
n.
Yes

4SUPERVISORY OF GUEST EXPERIENCE
Justification of the development plan:
Everything that has been mentioned in the development plan, it should be mentioned
that the origin of the development plan is the level of self-confident. In this regard, the theory
of self-Managed Development an individual arranges or plan the personal development
program through any means useful for my self-appraisal. To supervise the restaurant delivery
system, it is necessary to develop the knowledge of project management and management of
the human resources. Hence, proper training will be helpful to acquire the knowledge of
project management and imply the knowledge to supervise the efficiency of a restaurant
delivery system.
Critical appraisal of different methods of restaurant delivery
The restaurant delivery is an industry that is observed with various changes. There are
various online platforms to attract consumers with due research about the dynamism of the
market place, potential growth of the market place, and specific behavior of the consumers
(Bari, Arif and Shoaib 2013). The restaurant delivery method is comprising a greater part of
the economy of United Kingdom. It is a matured industry in almost all the developed
countries considering the entire world. According to the traditional model of restaurant
delivery, it had 90% share as mentioned in the records. Hence, supervising the restaurant
delivery methods, it is important to know the mentioned factors
Firstly, knowing the customers and the trend of the consumer market. The employees
of the restaurant need to understand the consumer needs by collecting effective feedback
from the potential customers. (Fekadu et al. 2016). Secondly, assessment of the rival
restaurant’s menu and serve the consumers with the favorite service according to the
outcome. Thirdly, promotional procedure is another important method of restaurant delivery.
The employees should work with the attitude to promote the business name by serving

5SUPERVISORY OF GUEST EXPERIENCE
quality products to their consumers. Finally, picking the right place and right technology for
providing right services to the right consumers.
Service recovery plan and customer feedback
As a supervisor, the plan for service recovery is also comes under the domain of my
responsibilities. Hence, there are certain steps to be followed as a fruitful plan of service
recovery. It includes –
Definition – A brief definition of service recovery is essential and most prior thing to be
considered. Firstly, it is a theory that provide a suggestion from the negatively impacted
consumer of the restaurant (Kamiyama and Niwano 2013). The consumer provides an
effective response to the issue and the authority take measures to recover the problem and
provide them better services in the near future.
Selective hiring – first step for effective recovery plan is changing the hiring procedure. The
human resource department needs to hire the employees with proper restaurant services
knowledge.
Generating a process for complaint – In spite of effective service the restaurant needs to
arrange for a complaint service to provide the consumers with perfect experience.
Proper investment in training – training make the employees efficient for the related to the
restaurant services and other related programs. Hence it should be included in the recovery
plan for assuring quality services to the consumers.
Evaluation skills
As a supervisor, I need to include some essential evaluative skills. These skills are
essential to assess the credibility of the complaints the consumers make (Arora and
Rangnekar 2015). The valuative skills are include –

6SUPERVISORY OF GUEST EXPERIENCE
 Capability to build effective engagement among all the stakeholders.
 Capability to develop program assess the focus of the descriptive workshop.
 Capability to gather data or information through various activities of checklists,
interviews, and other observational methods.
 Capability to use the effective information to designing the process of data
visualization.
Staff training and appropriate leadership theory as well as customer service skills
Customer service, staff training and leadership are interconnected with each
other. My customer service team is the most important service that is focused to
understand the requirement of the consumers (Marmarosh et al. 2013). The leaders
are made aware with the requirements and they provide significant training to the
employees for providing efficient consumers satisfaction (Skela-Savič and Kiger
2015).
According to the transformative leadership theory, the leaders must possess certain
skills to enrich the employees with ample amount of knowledge for proper customer service.
 Communication – effective leadership starts with clear and transparent
communication between the employees and the leaders (Tesfaw and Hofman 2014).
As a supervisor I need to ensure that there is a clear communication between the
customer and the service department also.
 Problem solving – As a supervisor I must possess the quality of problem solving with
unique ideas. My ability of solving the problems can be measured with the features of
flexibility, creativity, and practicality (Zhang, Fang and Wu 2017). As a leader, I need
to provide the nearly perfect solution for the problems of the employees and the
consumers as well.

7SUPERVISORY OF GUEST EXPERIENCE
 Delegating – As a supervisor I need to ensure completion of all work by the scheduled
period. The leadership should be a continuous process for ensuring productivity and
providing complete customer satisfaction.
 Feedback – Providing feedback to the employees to assess the efficiency of the
employees. On the other hand, asking the employees for providing feedback for the
feasibility of my training program (Beausaert et al. 2013). This initiative will help the
leaders to assess the self and enhance the training program to reduce any issue.
 Conflict management – Conflicts are very common aspect for any organizational. It is
the responsibility of the leaders to manage the conflicts and provide efficient solutions
for avoiding the conflicting situation within the organization (Longenecker and
Longenecker 2014).
 Organization – The leaders must need to perform their job with proper organization.
They need to create both short and long-term goals, develop plans for reaching the
goals, scheduling and managing the budgets, creating new ideas, solving problems,
and resolving the conflicts (Necochea et al. 2015).
 Motivating – the leaders need to motivate the employees in terms to assure employee
retention and employee engagement within the organization.
Strategies to improve supervisory practice
No matter how efficient my supervisory skills are, changing the strategies always
leads to fruitful results. Hence, there are certain strategies that can improve my supervisory
practice for better maintenance of my responsibilities (Lee and Chao 2013).
 According to the study, each employee needs to be acknowledged for performing well
and criticized for any mistake. Hence, as the supervisor I must offer praise to the
employees for their achievement within the organization.

8SUPERVISORY OF GUEST EXPERIENCE
 As a supervisor I need to strike balance between the two concepts of over-
management and under-management. This is the immediate action taken by the
supervisors to make immediate improvements.
 Stressing on the long-term plans will be beneficial rather than focusing on the short
term plan (Price and Weiss 2013). For this, I can take the assistance of the superior
manager and implement the long-term plan within the organization.
 Motivating and inspiring the employees is also an important job for the supervisor.
The employees need to be motivated for serving for the organizational growth and
development (Odumeru and Ogbonna 2013). Hence, as the supervisors I need to
conduct programs and activities that can keep the employees motivated.
Effectiveness of the supervisory plan
The effectiveness of my supervisory plan can be assessed through the following
aspects. It includes –
 The plan has the capability to perform the role of provider of effective feedback. As
the supervisor I am responsible for the procedure of recognition, validation and
reinforcement with some specification (Odumeru and Ogbonna 2013).
 The plan includes the responsibility of facilitating. I need to be educated about the
business and should be equipped with excellent facilitating skill with personal and
professional goals.
 The plan involves the stimulating skill of the supervisor. The supervisor needs to get
stimulated and provide suggestion to use unique techniques in the related business.
 It assures the problem-solving skill of the supervisor (Zhang, Fang and Wu 2017).
The supervisor needs to be efficient enough for solving the organizational problems
and the personal problems of the employees.

9SUPERVISORY OF GUEST EXPERIENCE
 As the supervisor I need to be efficient enough to direct or lead the employee force of
the organization.
 Finally, the plan includes the capability of decision making by the supervisor for
effective management of the organization.
Improvement of the supervisory skills
As mentioned, there are various ways to improve my supervisory skill. It includes
praising the efficient employees and criticizing the employees observed with performing
certain mistakes. On the other hand, the supervisor needs to measure the implementation plan
and keep on motivating the employees for employee retention consumers (Marmarosh et al.
2013). All the mentioned initiatives are aimed at securing the organizational development and
growth with premium service, complete customer satisfaction, and total return of investment.
Recommendation for future development of supervisory skills
For a restaurant business there are certain areas to be focused in future to enhance the
supervisory skills. The following recommendation can be made on bringing positive change
in the mentioned supervisory skills –
 The supervisor needs to be educated enough about the restaurant culture. The
supervisor needs to gulp the business culture and nature of the consumers before
making the supervisory plan or performing the activities related to supervision.
 As the supervisor I need to train the employees about the organizational culture, the
vision and mission of the organization to assure effective consumer service (Arora
and Rangnekar 2015).
 Consumers are the main step to assure organizational success. Hence, as the
supervisor I need to communicate clearly about the plan with the workforce to
perform as a team.

10SUPERVISORY OF GUEST EXPERIENCE
 Along with the consumers, as the supervisor I need to motivate and inspire the
employees to ensure engage them with the responsibilities. Apart from this, this is the
strategy that ensure employee retention within the organization.
Conclusion
I should develop a plan for self-assessment. The supervisor needs to ask for feedback about
the supervisory plan and identify the barriers for organizational growth.
 The supervisor is bound to work according to the effectiveness and the capability of
the employees. For this, the supervisor needs to combine the feedbacks from the
employees and improve the identified areas to ensure success for the organization.

11SUPERVISORY OF GUEST EXPERIENCE
References
Arora, R. and Rangnekar, S., 2015. The joint effects of personality and supervisory career
mentoring in predicting occupational commitment. Career Development International.
Bari, N., Arif, U. and Shoaib, A., 2013. Impact of non-financial rewards on employee attitude
and performance in the workplace. A case study of business institute of
Karachi. International Journal of Scientific & Engineering Research, 4(7), pp.2554-2559.
Beausaert, S., Segers, M., Fouarge, D. and Gijselaers, W., 2013. Effect of using a personal
development plan on learning and development. Journal of Workplace Learning.
Fekadu, A., Hanlon, C., Medhin, G., Alem, A., Selamu, M., Giorgis, T.W., Shibre, T.,
Teferra, S., Tegegn, T., Breuer, E. and Patel, V., 2016. Development of a scalable mental
healthcare plan for a rural district in Ethiopia. The British Journal of Psychiatry, 208(s56),
pp.s4-s12.
Kamiyama, S. and Niwano, Y., Jastec Co Ltd, 2013. Software development production
management system, computer program, and recording medium. U.S. Patent 8,418,123.
Lee, C.S. and Chao, C.W., 2013. Intention to “leave” or “stay”–the role of internship
organization in the improvement of hospitality students’ industry employment
intentions. Asia Pacific Journal of Tourism Research, 18(7), pp.749-765.
Longenecker, C.O. and Longenecker, P.D., 2014. Why hospital improvement efforts fail: A
view from the front line. Journal of Healthcare Management, 59(2), pp.147-157.
Marmarosh, C.L., Nikityn, M., Moehringer, J., Ferraioli, L., Kahn, S., Cerkevich, A., Choi, J.
and Reisch, E., 2013. Adult attachment, attachment to the supervisor, and the supervisory
alliance: How they relate to novice therapists’ perceived counseling self-
efficacy. Psychotherapy, 50(2), p.178.