Sector : Tourism (Hotel and Restaurant) Qualification Title/Level : Food & Beverage Service NC II Unit of Competency : Provide Food and Beverage Service Module Title : Providing Food and Beverage Service
LO1. Prepare dining/restaurant area for service
LO2. Prepare and set table
LO3. Welcome customers/guest
LO4. Take and process orders
LO5. Serve and clear food and drinks
LO6. Close down restaurant/ dining area?
This unit deals with the skills and knowledge required for food and beverage Receptionist to welcome customers / guest in a commercial restaurant or accommodation establishments.
B. LEARNING ACTIVITIES
LO 3: WELCOME CUSTOMERS/GUESTS
1.Welcoming / greeting the guest protocol
Read Information Sheet No.
Welcoming / Greeting the Guest Protocol.
Answer the Self-Check 2.3-1;
Perform Task Sheet 2.3-1 on how to welcome/greet the guest protocol Compare answers with Answer Key
Trainee evaluates output using Performance Criteria Checklist Task Sheet No. 2.3-1 CBLM on Providing Food and Beverage Service
Menu/Beverage Lists; Logbook; Table and Chairs
2.Steps, procedures and rationale in seating the guest;
Role Play; and
Read Information Sheet No. 2.3-2 on
procedures and rationale in seating the guest.
Answer the Self-Check 2.3-2; Perform Task Sheet No. 2.3-2
Steps, procedures and rationale in seating the guest.
Compare answers with Answer Key
Trainee evaluates output using Perfor-mance Criteria Checklist Task Sheet No. 2.3-2a. CBLM on Providing Food and Beverage Service
Menu / Beverage List;
...presently "actively disengaged", or extremely negative in their workplace. This costs the economy up to $300 billion dollars a year in productivity ("New Book" 1). This paper shows the linkages between employee satisfaction and customer satisfaction and retention and business outcomes, and demonstrates how employee attitudes can be measured and improved upon.
Part A describes linkage research, and presents evidence about how employee satisfaction correlates with customer service, market share, revenue generation, and the bottom line. Part B outlines methods to measure employee attitudes such as the use of employee surveys, and how to put measures into place to improve employee satisfaction.
Part A: Linkage Research
What are the linkages between employee attitudes about their workplaces and customer service, market share, revenue generation, and the overall bottom line measures of business success? This is an extremely important question, and a whole area of research has been developed to study this question. Linkage research describes this research area, and the linkage research model states that the more certain leadership values and practices are present in a given work environment, the more energized and productive the workforce. This will increase the satisfaction of customers and strengthen the long-term business performance of the organization (Wiley 5).
Job Satisfaction Definition
Confucius said: “Choose a job you love and you will never had to work a day in your life.” In fact, this quote is a synthesis for job satisfaction. Job satisfaction refers to positive feelings, hopes, and expectations from employees’ toward their work.
Job Satisfaction Analysis
Job satisfaction promotes partnership between managers and employees. In particular, employees become more effective, productive, and efficient while contribute to the company mission. Consequently, employees with higher sense of job satisfaction are more committed with their duties and with the organization. Moreover, employees believe they can contribute to the success of the organization which reflects their loyalty. Increasing employees’ commitments as well as maintaining positive employees’ morale are equally important to enhance job satisfaction. Under those circumstances, organizations foster a pleasant workplace for a better workforce. Happier employees not only show significant improvement on performance but also higher productivity resulting in better outcomes.
Low morale undermines productivity which leads to increase turnover. As a consequence, low morale and dissatisfaction impact productivity. Employees with negative attitudes and low-self esteem are unhappy not only at work but also in their personal lives. Recent studies speculate over a direct relation...
(BUSINESS RESEARCH METHODS)
APRIL: - 2013
SESSION: - 2012 - 2013
Submitted To: Submitted By:
Ms. Sugand Ankit Gupta
Assistant Professor MBA II
Department of Management Studies 28401
MY project report gives brief study, on what are Customer Satisfaction and the techniques of achieving Customer Satisfaction. It focuses on customer’s perceptions. Many firms are interested in understanding what their customers thought about their shopping or purchase experience, because finding new customers is generally more costly and difficult than servicing existing or repeat customers. Such researches provide a wider scope to the firms in the terms of high customer satisfaction.
TABLE OF CONTENTS
Meaning of Customer Research
Why Organizations Focus on Customer Satisfaction?
Need of Customer Research
Business Techniques of Customer Research
Why Measure the Customer Satisfaction?
Customer Satisfaction Measurement
Need for Measuring Customer Satisfaction
Review of Literature
“Customer Satisfaction is a...
...What is Job Satisfaction?
Job satisfaction has been defined as a pleasurable emotional state resulting from the appraisal of one’s job,an affective reaction to one’s job and an attitude towards one’s job.
Job satisfaction is an attitude but points out that researchers should clearly distinguish the objects of cognitive evaluation which are affect emotion,beliefs and behaviours.This definition suggests that we form attitudes towards our jobs by taking into account our feelings, our beliefs, and our behaviors.
In fact, job satisfaction can be seen in three ways, namely as a function of :
• the actual features of the job
• the opinions of other people in the workplace
• the individual personality type and correlation to the respective job
Models of Job Satisfaction
Edwin A. Locke’s Range of Affect Theory (1976) is arguably the most famous job satisfaction model. The main premise of this theory is that satisfaction is determined by a discrepancy between what one wants in a job and what one has in a job. Further, the theory states that how much one values a given facet of work (e.g. the degree of autonomy in a position) moderates how satisfied/dissatisfied one becomes when expectations are/aren’t met. When a person values a particular facet of a job, his satisfaction is more greatly impacted both positively (when...
...Measuring job satisfaction:
The definition of job satisfaction is a positive feeling about a job resulting from an evaluation of its characteristics. A job is more than just shuffling papers, writing programming code, waiting on customers. Job requires interacting with co-workers and bosses, following organizations rules and policies, meeting performance standards, and the like.
The two approaches to this study are popular. The single global rating is a response to one question, such as “all things considered, how satisfied are you with your job?”respondents circle a number between 1 and 5 on scale from “highly satisfied” to “highly dissatisfied.”
The second method, the summation of job facets, is more sophisticated. It identifies key elements in a job such as the nature of the work, supervision, present pay, promotion opportunities and relationship with co_ workers. Respondents rate these on a standardized scale, and researchers add the rating to create an overall job satisfaction score.
Intuitively, summing up responses to a number of job factor seems likely to achieve a more accurate evaluation of job satisfaction however researchers doesn’t support this intuition. This one of those rare instances in which simplicity seems to work as well as complexity, making one method essentially valid as the other. The best explanation is that the concept of job satisfaction is so broad that a single...
...Unit 2- What Factors Are Most Important to Your Job Satisfaction?
School of Business and Management
MT302 Organizational Behavior
Author: Kedner Poux
Professor: Sapham Perez
Date: October 27, 2012
Everyone has their own way to express their satisfaction about their employee, however, job Satisfaction, according to Williams J., is defined as "the extent to which people like (satisfaction) or dislike (dissatisfaction) their jobs" (Spector, 1997, p. 2). This definition suggests job satisfaction is a general or global affective reaction that individuals hold about their job. However, according to Stephen P. Robbins and Timothy A Judge, job satisfaction is defined as a positive feeling about ones job resulting from an evaluation of its characteristics. There are so many factors that can explain how much people feel about their job and why they are changing jobs over and over. Between all of those factors the ones that I chose are the following starting from the highest level to the lowest one: job security, opportunities to use skills and abilities, safety in the work environment, career advancement opportunities and Benefits. How those factors become very important for my job satisfaction?
Job security is the primary factor that people are looking for when applying for jobs. Everyone wants to be secured about their jobs; they want to make sure this...
...Measuring Customer Satisfaction
I would like to start from this quote:
“Customer satisfaction is an important goal you're striving for in any project. If your customer is satisfied, it means you've met or exceeded their expectations and delivered the product or service they were expecting. Measuring customer satisfaction can be done through quality management, which in part is concerned with making sure that customer requirements are met. This is done through understanding, evaluating, defining, and managing customer and stakeholder expectations.”
In my opinion customer satisfaction starts from the moment an individual decides to use a product /service from a company, since the very first time the customer is greeted at the entrance of a store or that very first time they call for information, even by the way a product looks in a shelf. Creating a very good impression among customers is key to organizations since it is cheaper to maintain an existing customer than it is to find new ones. Also it is easier for an organization to know or find the customer’s needs in order to design or implement the correct customer relationship management tool that best fits its customer needs.
In order to perform customer satisfaction at its best, these are the best practices to perform customer satisfaction as noted in our textbook (Evans and Linday P. 191):
* Identify the...
... Customer satisfaction
Customer satisfaction has also been defined by another author as the extent
to which a product’s perceived performance matches a buyer’s expectations (Kotler et
al., 2002, p. 8). According to Schiffman & Karun (2004)
Customer satisfaction is defined as “the individual’s perception of the performance of the products or services in relation to his or her expectations” customer satisfaction could be the pleasure obtained from consuming an offer.
Measuring customer satisfaction could be very difficult at times because it is an attempt
to measure human feelings.
It was for this reason that some existing researcherpresented that “the simplest way to know how customers feel, and what they want is toask them” this applied to the informal measures
There are three ways of measuring customer
• A survey where customer feedback can be transformed into
measurable quantitative data:
• Focus group or informal where discussions orchestrated by a
trained moderator reveal what customers think.
• Informal measures like reading blocs, talking directly to customers.
Asking each and every customer is advantageous in as much as the company will know
everyone’s feelings, and disadvantageous because the company will have to collect this
information from each customer
The National Business Research