Food and Beverage Service Standard
| INTERNATIONAL COLLEGE OF HOTEL MANAGEMENT | | TRANG NGUYEN
000884493Mr. RICHARD HUNTER 16/08/12 |
[BBHM102: Food and Beverage Service Standards] | Assessment 1: Service Quality Standards |
Table of Contents
Introduction: 3 Body: 4 Conclusion 6 REFERENCES: 7
Executive Summary
The report’s aim is designed to examine the five fundamental concepts of food and beverage service quality standards for a commercial hospitality operation and hence recommendations can be review to enhance the service’s quality in providing and delivering guest’s experience.
The research showed that teamwork is one of the mandatory components in this particular industry, as a group of people come together and work effectively in pursuing the organisation’s goal of excellent service respectively. Further study reveals that communication is definitely a must in business; they are the key in keeping each department and employees cooperated within an organisation. Besides, communication between staff and guests are vitally important as it reflects on customer’s service perception. Moreover, service quality also contributes directly to the quality concept based on customer’s judgments. High-quality of food and beverage highly emphasise the operator’s value in superior service. Staff’s attitudes likewise influence the quality of service as often as clients interact with personnel either consciously or unconsciously. An employee with outstanding communication skills and interpersonal skills is the key to a delightful service. The final section is consistency; what differentiates different operators from each other’s.
Hospitality industry is very much a part of the service production; it is useful to understand how service quality different from products. The report evaluates a range of concepts and concludes, in order to achieve service excellence, service organisations need to have a better understanding of the expectation and satisfaction from customers, both present and
000884493Mr. RICHARD HUNTER 16/08/12 |
[BBHM102: Food and Beverage Service Standards] | Assessment 1: Service Quality Standards |
Table of Contents
Introduction: 3 Body: 4 Conclusion 6 REFERENCES: 7
Executive Summary
The report’s aim is designed to examine the five fundamental concepts of food and beverage service quality standards for a commercial hospitality operation and hence recommendations can be review to enhance the service’s quality in providing and delivering guest’s experience.
The research showed that teamwork is one of the mandatory components in this particular industry, as a group of people come together and work effectively in pursuing the organisation’s goal of excellent service respectively. Further study reveals that communication is definitely a must in business; they are the key in keeping each department and employees cooperated within an organisation. Besides, communication between staff and guests are vitally important as it reflects on customer’s service perception. Moreover, service quality also contributes directly to the quality concept based on customer’s judgments. High-quality of food and beverage highly emphasise the operator’s value in superior service. Staff’s attitudes likewise influence the quality of service as often as clients interact with personnel either consciously or unconsciously. An employee with outstanding communication skills and interpersonal skills is the key to a delightful service. The final section is consistency; what differentiates different operators from each other’s.
Hospitality industry is very much a part of the service production; it is useful to understand how service quality different from products. The report evaluates a range of concepts and concludes, in order to achieve service excellence, service organisations need to have a better understanding of the expectation and satisfaction from customers, both present and
References: Denney, G. Rutherford, Michael, O’Fallon, 2007, Hotel Management and Operations, John Wiley & Sons Inc., New Jersey Hunter, R, 2012, Food and Beverage Service Standards Operation, ICHM, Adelaide Jones, P & Lockwood, A, 2002, The Management of Hotel Operations, Thomson, London Kandampully, Jay, 2006, Services Management: The New Paradigm in Hospitality, Prentice Hall, USA Laws, E, 2004, Improving Tourism and Hospitality Service, CABI Publishing, Wallingford Reisinger, Y, 2009, International Tourism - Cultures and Behaviour, Butterworth-Heinemann, Oxford, UK Summers, A, 2012, Culinary Techniques and Standards, ICHM, Adelaide