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1.Customer Service in Hospitality Industry

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					   Customer Service in Hospitality Industry




Module: Customer Service in Hospitality Industry
Higher National Diploma in Hospitality Management (HND)
Department: Hospitality Management
Module Lecturer: Rita Sale
Campus: Hammersmith and West London College

   Hammersmith and West London College                    0
         Customer Service in Hospitality Industry

Introduction

This is a report based on observation for the customer requirement and satisfaction
level by the help restaurant departmental sources. It states the current status of the
business, required improvement, recommendation and the measures for the
progression as well as the further challenges for the implementation.

This report is related to the one of the famous Nepalese restaurant situated in
Plumstead, London and its name is NAMASTE restaurant.




         Hammersmith and West London College                                             1
         Customer Service in Hospitality Industry

Contents

1.   Acknowledgement of customer requirement and satisfaction level..3-6
2.   Current Status …………………………………………….7
3.   Recommendation and improvements……………………..8
4.   Recommendation functioning……………………………..9-12
5.   Measurement of improvement………………….…………. 13-15
6.   Challenges …………………………………………………16-19
7.   Bibliography………………………………………. ………20




         Hammersmith and West London College                               2
         Customer Service in Hospitality Industry

Acknowledgement of customer requirement and
satisfaction level

There is various ways of findings the customer requirement and satisfaction level
which are as follows:

   Customer
   Members staff
   Management
   Customer data
   Past information




         Hammersmith and West London College                                        3
         Customer Service in Hospitality Industry

Customer: The most important source of information for the customer requirement
and satisfaction level is customer themselves cause at the end of the day business is
targeted for the customer and that customer let us know about their satisfaction and
dissatisfaction over the service provided by the industry. Their complaints,
comments and suggestion plays enormous role to progress business due to to
addressing their unhappiness over the service.

Member staffs: Staff member are always the front forces of business they are
always in front line to provide service to the customer and they are the one who
directly communicate with the customer so they can also get direct feedback from
the customer before service and after service. They also know the whole operation
of the business and they know what’s going well and bad so they can be another
fruitful source for the information of the business status.



         Hammersmith and West London College                                        4
        Customer Service in Hospitality Industry

Management: Management controls the whole operation of the business and
management has the key role in business so management is another reliable
source for the research and demand .Management is the epicentre of every
department so it has potential to influence whole business and it keeps every
information and data of the business of bygone days and present days therefore
through the management one can retrieve necessary information and data’s.

Customer records: Generally the industry keeps the records of the customer,
the record of the customer that they are looking for the service they want it and the
facilities they expects when they visit again. By keeping the record of the customer
makes basis to analyse customer attraction and distraction over the business and it
allows to know their likes and dislikes.




         Hammersmith and West London College                                            5
        Customer Service in Hospitality Industry

Past information: There is information which is old recorded by the business in past
years that may be in form of research report or any investigation report of the
business and these kinds of reports also plays pivotal role to make conclusion of
customer requirement and satisfaction level.




         Hammersmith and West London College                                      6
        Customer Service in Hospitality Industry

Current Status
• On the course of the observation and research Namaste restaurant is going through
numerous errors, negligence in term of management, staffing, facilities, and ambience.
• It needs to improve customer service and the outlook of the restaurant
• Late service and old kitchen equipment’s and hardware
• There is not enough skilful and trained staff
• Lighting is inadequate and furniture’s are not comfortable
• Wages and salaries are not paid in time for the staffs
• Proper health and safety regulation are not satisfactory level
• Less publicity and advertisement of the business
• Sales are declining

    Source: observation, staffs, accountant, management Jan 5. 2013


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          Customer Service in Hospitality Industry

Recommendation and improvements
1. Namaste have to hire good manager who has academic skill with few year
experiences in related field.
2. To improve customer service Namaste have to train the staff in terms of language,
tackling with cultural differences, and quality product.
3. Hiring fast learner and energetic manpower and purchasing new hardware and
kitchen equipment’s.
4. Hiring skilful, trained and qualified staff with few years of experience.
5. Replacing old light bulbs with magnificent lights and replacing old furniture with
new model comfy sofas.
6. Timely payment of staff wages and salaries.
7. Specific implementation health and safety measure.
8. Advancing advertisement of the restaurant via electronic media, paper media, and
internet, social networking sites and national television.
9. Bringing new schemes, tariffs and discounts.

          Hammersmith and West London College                                           8
          Customer Service in Hospitality Industry

Recommendation and functioning
1. If there is recruitment of good manager who has academic qualification in related
field from certified university or college along with experiences he /she can manage
the Namaste restaurant smoothly by applying his skills and knowledge, because they
have knowledge, skills experiences and ideas in dealings with such issue.

2. Providing training to the staff to deal with customer and training them proper way
 of communication while providing service with quality product.

3. If there is delay of the service customer find it unsatisfactory and if there is low
quality of food productivity process customer can’t be happy with it so in order to
satisfy one must have to provide quick service with quality product so energetic
staffs and high calibre kitchen hardware and equipment is necessary to avoid late
service and low quality product


           Hammersmith and West London College                                            9
          Customer Service in Hospitality Industry

4. Recruiting more qualified, skilful and trained staff in all the department of the
restaurant so there could be no deficit in skilful staffs in terms of performing task

5. Lights and comfortable chairs table with spongy plays important role to make
relaxing and tranquil atmosphere which drags the attention of customer as well as make
 them sit for long hour which mean more hours they spent more item or product is in
sale.

6. Staffs feel discouragement and demotivation if their salaries an wages are not
paid in time and they do negligence in their work which is harmful for business so to
avoid such circumstances staffs must be paid in time with some bonus and reward as
 per their quality work.




           Hammersmith and West London College                                          10
          Customer Service in Hospitality Industry

7. People are so much cautious about their health and safety it is essential to make
them feel secure while they are in restaurant premises so they can enjoy the time with
 no fear of any accident and fatalities so rigorous implementation of health and safety
measure is another factor that influence business.

8. Expanding the publicity of the restaurant makes more awareness to the customer
and more publicity draws the attention of the public and next day they becomes as
customer. By the means of electronic media, paper media, internet and social
networking site can publicise the business and its facilities or service in enormous
way so in return market penetrating becomes successful.




          Hammersmith and West London College                                          11
         Customer Service in Hospitality Industry

9. There is so much competition of hospitality business in London and for the
increment of sales good tariffs, schemes and discounts are necessary; this kinds of
provision makes customer reasonable to expenses their money and attracts them,
cause in the society same kind of earning capacity peoples are hardly found so if
there’s discounts to the students and tariffs to older people and other attracting
schemes are available, then customer tempts to visit again and again which increase
sales.




          Hammersmith and West London College                                     12
         Customer Service in Hospitality Industry

Measurement of improvement

There are various ways of measurement of the improvement are working which are
as follows:

•   Interview
•   Telephone
•   Email
•   Comment box




         Hammersmith and West London College                                     13
          Customer Service in Hospitality Industry
Interview: Through the interview of the customer one can get information of their
satisfaction and dissatisfaction over the service and facilities they consumed, they
share what their likes and dislike and what would be other suitable approach to make
 them satisfied .Their views over the service and the facilities let us knows the
approach which was recommended is working or not cause interviewer express their
experience which helps to draw the level of satisfaction.

Telephone: Telephone is also another medium of getting in touch with customer in
 relation to find out their opinion and views over service .It are an easy and fast way
to get feedback from customer across the nation.

Email: Email is other reliable source of getting feedback from the customer. This
approach is fast, reliable and trustworthy .Their feedback over the service by the
means of email can be put as proof or evidential report.



           Hammersmith and West London College                                        14
         Customer Service in Hospitality Industry

Comment box: By putting the comment box in restaurant premises customer can
give overall experience of restaurant in easy and prompt way which enables to
particular section or department is working under the recommendation or working
in which level.




          Hammersmith and West London College                                     15
          Customer Service in Hospitality Industry

Challenges
There are always challenges when it comes to bring change in any sector, it’s only the
idea of how it can be faced and tackled with patient and hardworking. Challenges are
also the opportunity to make better establishment as well. In relation to implement all
the recommendation there are following challenges ahead

•   Finance
•   Time
•   Patient
•   Risk




          Hammersmith and West London College                                       16
          Customer Service in Hospitality Industry

Funds: In order to fair implementation of all the improvement which is recommended,
 funds is the big challenge but it’s not impossible. It can be acquired from other sources
like bank account of the company and loan from the bank. There is adequate fund for
 shuffling the staff of the restaurant and hiring new member staff which has better
academic qualification and skilful staffs in related field.

Funds are also needed for
• Replacing old kitchen hardware and equipment (which can be taken in lease for the
 short period so it can minimise the cost )
• Replacing light bulbs with magnificent lights and comfortable chairs and tables
• Nationwide publicising the restaurant




          Hammersmith and West London College                                         17
          Customer Service in Hospitality Industry

Time: Time is also other challenges, it consumes time when shuffling the staffs and
replacing the furniture, equipment and lights as well as training the staffs, but it may
take less then few weeks.
• Recruitment process takes more than 2 weeks
• Refurbishing electric wires and lights takes 1 weeks
• Training for staffs takes 2 weeks

Patient: Patient is always necessary in business so one must be patient to boost the
 business with new ideas and changes because month long refurbishment of business
 takes time to regain the market and to penetrate the market at the same time there’s
been nationwide publicity programme as well which takes time to drag the attention
of the people.




           Hammersmith and West London College                                         18
         Customer Service in Hospitality Industry

Risk: There is always risk in reshuffling the staffs and refurbishment of the business
so there is always challenge of recovering the sales as it used to before after
refurbishment but it also depend upon the quality and credible service of the restaurant
which regains the market again but risk is always there.




          Hammersmith and West London College                                       19
         Customer Service in Hospitality Industry

Bibliography
Observation, staffs, accountant, management Jan 5, 2013




          Hammersmith and West London College             20

				
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