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Tutorial presentation On an establishment that you vist - Assignment Example

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Tutorial presentation On an establishment that you vist

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. ...
There is no doubt in the fact that the quality of the core service is important; however the manner in which this service is rendered is equally important. It can be safely stated that restaurants, by virtue of their nature of business, not only sell cooked food to customers, but pass on a full fledged eating experience to their customers. A lot of factors clubbed together, make this experience either a memorable one or a nightmarish one for the customer. Other experiences like ‘average’, ‘just OK’ etc. may lie on the continuum. The quality of food, speed of service, attitude of staff, and overall ambience of the restaurant are just few of the numerous factors that contribute to making a restaurant fall either in the ‘special’ or in the ‘me-too’ category. A logical corollary of this aspect is that these very factors enable the customer judge the restaurant. An inherent characteristic of services is its inseparability i.e. the service cannot be separated from the service provider. Services are also perishable and are therefore produced and consumed instantaneously. Inseparability and perishability of services bring into play human involvement. In case of restaurants the parties involved are the host (provider of food) and the guest (customer). The human involvement adds to the complexity in any given situation. It may also lead to variability in the service rendered. Different customers may have different needs and motivations. The mood of the customer at a given time may impact his own experience as well as that of the fellow customers. For e.g. if an irate customer has a heated argument in the restaurant, it may affect the ...Show more

Summary

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…
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