Industry Placement Reflection Journal: Stamford Plaza Sydney Airport

This reflective journal details an industry placement experience at Stamford Plaza Sydney Airport, focusing on the role of a Food and Beverage Attendant in the banquet setting. The journal evaluates the service triad components, including service performance, strategy, and customer results, highlighting the importance of training and personalized service. It further analyzes the service profit chain, emphasizing team work, democratic leadership, employee motivation, and its impact on customer satisfaction and organizational profit. The journal also examines the organization's complaint handling practices, outlining the steps taken to address customer issues. The author concludes by emphasizing the importance of soft skills, knowledge of dishes, and the overall commitment to customer service in the hospitality industry. This assignment is a reflection on practical experience within a professional environment.

Running Head: Industry Placement
INDUSTRY PLACEMENT

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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

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Introduction
Stamford Plaza Sydney Airport is 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

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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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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'
purchasing decisions regarding green hotel accommodation in
Australia. Journal of Hospitality and Tourism Management, 33,
43-50.