tutorial presentation On an establishment that you vist

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MGT102 Introduction to Hospitality, Tourism and Events Tutorial Report on Visit to Zilver Seafood Restaurant Name: Student ID: Tutor: Trish Powers Submission date: Table of Contents Topic Page No Executive Summary 3 Introduction 4 Visit Details 5 About Zilver Seafood 5 Judgment on Various Parameters 6 Moment of Truth 7 Zone of Tolerance 8 Convergence of HTE 8 Suggestions 9 Conclusion 10 Appendix – Checklist 12 References 13 Executive Summary The success of the restaurant business, which falls under the realm of the service sector, depends on a host of factors including customer service.


The reasons why customers visit restaurants are varied. Some customers go to a restaurant to satiate hunger, while others visit the restaurant simply to catch up with a friend and enjoy a hot cup of coffee. Whatever be the objective of visit, there lies a common thread; the thread of expectations. Irrespective of the purpose of the visit, all customers want to be treated nicely at the restaurant and expect their order to be served promptly. It is important to remember that elements of hospitality and swiftness in serve revolve around the core service which is critical to success. In case of restaurants, the quality of the food is the core. Thus the minimum expectation of each customer is that the food should be delicious. Whatever add-ons come along are welcome for e.g. a good ambience would make the experience at the restaurant all the more pleasurable. Keeping in view the aforesaid discussion, the assignment of visiting a restaurant of choice was carried out. This report pens down my findings at the Zilver Seafood Restaurant. ...
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