Details of the nature of the major tasks for each service period should be provided in the table below.
| Instance | Date | Duration from … to… | Tasks to be completed
What will be observed? |
Evaluation summary completed |
| Service Period 1: | 9 Sept 2022 | 9 am to 11 am | ||
| Implementation of policies and procedures | Details: in this, the policies like customer service is discussed with the staff members | The services that is provided by the staff is observed by manager | The staff need to improve their communication skills with customers | |
| Policies and procedures implemented and followed: | policy of customer services is implemented | |||
| Service Period 2: | 10 am to 12 pm | |||
| Interaction and communication with staff | Details: the manager communicates with the staff members to discuss the procedures | Two-way communication is done with staff members to know their weak areas (Swimberghe, & Wooldridge, 2014). | The staff need training for the hospitality services | |
| Policies and procedures implemented and followed: | A policy of customer reporting is implemented | |||
| Service Period 3: | 10 am to 3 pm | |||
| Monitoring the services | Details: the manager monitors the performance of the staff members in the restaurant | The manager monitors the performance of the staff and identifies their weak points | It is got to know that the staff members should always be attentive and give immediate responses to the customers | |
| Policies and procedures implemented and followed: | A policy of customer reporting is implemented | |||
| Service Period 4: | 5 pm to 9 pm | |||
| Evaluation of the services | Details: the manager evaluates the entire policies and procedures | The manager evaluates the procedures and overall performance of the business and makes points that need to be improved (Rather & Sharma, 2016). | The manager is got to know that there should be complete record of the bookings and customers in the business that helps to identify the revenues and overall performance of the business. (Jogaratnam, 2017). | |
| Policies and procedures implemented and followed: | Policy of customer reservation is implemented |
References
Jogaratnam, G. (2017). How organizational culture influences market orientation and business performance in the restaurant industry. Journal of hospitality and tourism management, 31, 211-219.
Rather, R., & Sharma, J. (2016). Brand loyalty with hospitality brands: The role of customer brand identification, brand satisfaction and brand commitment. Pacific Business Review International, 1(3).
Swimberghe, K. R., & Wooldridge, B. R. (2014). Drivers of customer relationships in quick-service restaurants: The role of corporate social responsibility. Cornell Hospitality Quarterly, 55(4), 354-364.