TASK 1

Your manager wants you to brief your Front-of-House (FOH) team at a designated staff briefing:

• on the principles and benefits of enhanced customer service experiences
• how to anticipate customer 1. preferences, 2. needs and 3. expectations.
• techniques to anticipate what you customer requires whilst dining in the restaurant.

At the staff briefing suggest:

• varying methods and techniques that the team could use to enhance service
• share effective communication strategies
• Explain how the team could utilise various add-ons (give examples) to benchmark customer service.
• Include methods your team could use to respond to feedback that they may receive from the customer or other staff members on improving service.

you will need to prepare for your presentation by outlining ALL the above (agenda) details that your manager has asked you to address in your presentation notes, you will then give these professionally presented notes to management immediately after the staff briefing.

TASK 2

At this meeting you will hand out to the team your completed Epicure Training Restaurant Customer Service Policy that you have designed and thoroughly researched, ensuring that all information is accurate. This policy will address the following criteria:

• professional service standards and protocols for FOH staff in the Epicure
• attitudes and attributes expected by management of the Epicure Training Restaurant towards customers
• different customer service needs and expectations including awareness of special needs, customs and practices of various social and cultural groups of customers regarding:
  • modes of greeting, farewelling and conversation
  • body language and body gestures
  • formality of language
  • clothing
• Outline in your policy "How to handle a complaint in the Epicure".
• Detail what conflict resolution techniques are suitable to be used in the restaurant
• Include in the policy the process that you would use for:
  • incorrect pricing or quotes
  • delays or errors in providing products or services
  • misunderstanding of customer requests
  • other team members or suppliers not providing special requests
  • misunderstandings or communication barriers
  • unmet expectations of, or problems or faults with, a service or product
• designated response times for providing service and resolving complaints
• the process for escalated complaints or disputes
• factors to consider when determining compensation of dissatisfied customers:
  • financial constraints of the organisation
  • profitability of the sale
  • approval chain
• methods of compensating dissatisfied customers (chose from the below what is appropriate for the Epicure give examples for clarity):
  • negotiating with suppliers on customer behalf to gain reduced rates or extra services
  • providing some or all services:
    • free of charge
    • at reduced rate
  • providing:
    • discount vouchers to attend at a future time
    • inexpensive add-on products
    • small gifts
    • special attention during the service period
    • special customer service delivery on next attendance

PS: is not a business

TASK 3

To help you understand how the Epicure cliental 'see' the service in the Training Restaurant you will

need to seek formal and informal feedback on the services offered by both the BOH and FOH team

in the Epicure Training Restaurant (ETR).

Feedback will also need to be collected from the teams that you work with. You may use any formal

method of collecting feedback you prefer (survey, interview or structured questioning) Management

has included an attached feedback form for your use should you prefer this method.

You will need to be on the floor in the ETR (see staff roster) to gather the required feedback that

Management requires over a three-week period (ala carte 2). Starting with the evening service on

Tuesday 11 October and finishing on Friday 28 October 2022. It is also a priority to document any

Informal Feedback (observation/casual discussion) that you receive from your customers. As this will

be given to management as further evidence.

During this feedback period you will need to demonstrate effective communication with all internal

and external customers. At this time, you will be observed by management providing service to

customers in line with organisational customer service standards and within designated

organisational response times.

TASK 4

During this service period you will need to:

1. Identify four different customers, two internal and two externals (thiscould be dependent on special needs, customs, service situation, preferences etc.)
   1. Document who they were (customer profile).
   2. Outline how you provided a quality service experience to each customer, byshowcasing professional and personalised customer service to these guests i.e., extras and add-ons

1. Document3 different customer complaints in the ETR andhow you proactively responded to each difficult service situation include the procedure that you followed.
   1. How did you resolve these complaints (including internal feedback, review and improvements suggested)
   2. What communication techniques or strategies or equipment did you use?

1. Nominate 3 types of customer loyalty programs
   1. Explain each of the loyalty programs selected purpose and how they would work in a hospitality business.
   2. Summarise if the programs are viable for use in the Epicure. Why or why not is the program viable?

1. From your experience in the Epicure
   1. Describe what would be essential features for an Epicure database.
   2. What promotional services could management utilise this Epicure database for?

PS: is not a business