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Customer’s Meal Experience and Desired Attributes of Food and Beverage Service Personnel

Customer’s Meal Experience and Desired Attributes of Food and Beverage...
Course

Hospitality Management (BSHM 241)

167 Documents
Students shared 167 documents in this course
Academic year: 2020/2021
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Urdaneta City University

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Customer’s Meal Experience and Desired Attributes of Food and Beverage Service Personnel

Lesson Learning Objectives

  • At the end of this lesson, the student should be able to:

  1. discuss and understand customers’ needs;

  2. examine other factors that influence customers’ meal experience;

  3. describe the characteristics of customer service in food and beverage service operations;

  4. recognize the relevance of handling customer complaints; and

  5. identify desired attributes of food and beverage service personnel.

Customers’ Needs

  • Understanding customers’ needs is vital in any food and beverage service establishment’s success.

  • Knowing your customers is key to giving them good service, resulting in strong customer relationships and new sales through positive word-of-mouth recommendations.

Examples of customers’ needs:

  • Physiological Needs

  • Economic Needs

  • Social Needs

  • Psychological Needs

  • Convenience

  1. Physiological Needs Base of Maslow’s hierarchy of human needs encompass the basic yet self- preserving needs, such as sleep, water, and shelter. In the food service industry, the customers’ physiological needs are to satisfy their appetite or thirst.
  2. Economic Needs These are the needs based on the value of money. The customers will look if the size, portion, level of service, speed of service, and outlet location are worth the price they pay.
  3. Social Needs Social needs are the feeling of belonging. People select where to eat, depending on their social needs.
  4. Psychological Needs Psychological needs are self-esteem needs. The feeling of prestige and fulfilling lifestyle needs. Some people eat at a particular establishment to fulfill their psychological needs.
  5. Convenience At the most basic reason, eating out or buying food from a food service establishment is simply convenient. The option to dine out instead of cooking at home nowadays has been a backup for many households in case of lack of time due to work or traffic.

Factors Affecting Customers’ Meal Experience

  • Here are some of the factors that affect a customer’s meal experience:

  1. Food and beverages offered in the menu;

  2. Service quality;

  3. Level of cleanliness and hygiene;

  4. Perceived value for money and price; and

  5. Atmosphere and ambiance.

Assurance

  • It can convey confidence and portray that the organization is trusted for its service.

Tangible

  • It refer to aesthetics.

  • It is the physical facilities, the atmosphere which includes other customers, the service staff, and the like.

  • This is how the outlet is visually appealing to its customers.

Empathy

  • The staff establishes empathy to show care.

  • The staff should provide individualized attention to its customers.

Responsiveness

  • It is providing prompt service and willingness to help guests.

  • The staff should always anticipate the needs of the customers.

  1. Level of cleanliness and hygiene

Any food service outlet is expected to be clean on the premises and equipment used.

The staff must practice proper hygiene.

The appropriate hygiene and grooming reflect the organizations’ image.

  1. Perceived value for money and price The money spent must be appropriate to the quality of food, service types, and ambiance provided by the food service outlet.
  2. Atmosphere and ambiance The design, décor, lighting, and furnishing must be appropriate to the theme of the restaurant.

Ventilation, music, noise level, other customers, workplace, and staff attitude are some factors that contribute to the ambiance of a food service outlet.

Customer Service

  • What is customer service?

Customer service is the assistance given to customers and allocating an amount of attention to details.

  • Food service personnel

Is going above and beyond, providing the extra mile of service to its customers to attain customer satisfaction.

Customer service and food service operations can be defined as being a combination of the following 5 characteristics:

  1. Service level

This is the intensity or the limitations in the person’s ability to give the attention expected and required in operation to customers.

  1. Service availability

It is based on what was agreed upon at the onset.

The staff must inform the customers about the available foods and drinks, policies, and the like.

  1. Level of standard

The quality of food and drinks, decor and ambiance, equipment and tools used, and staff professionalism level must be appropriate to the establishment’s standard level.

Customers will not complain if we provide fair expectations.

  1. Service reliability

This is the extent of consistency of the product and services offered– consistency with the taste, service, and the like.

  1. Take action

Take action immediately.

The best solution is to apologize and offer customers a replacement, a refund, or freebies.

  1. Make a follow-up

Contact the customer and ask for feedback on how the complaints were handled.

Assure the customer that you are doing everything to avoid doing the same problem in the future.

Thank the guest and make him/her feel welcome to revisit the outlet.

  1. Record facts and details of the complaint

Record all complaints.

This will help the outlet understand the source of the problem.

The record will help the outlet monitor trends or issues.

This will help the outlet analyze the source of the problem and create strategies to avoid experiencing the same problem in the future.

Desired Attributes of Food and Beverage Service Personnel

  • Attributes

are qualities, characteristics, or features possessed by a person.

  • To create an excellent first impression and reflect on the image of the establishment, service personnel must acquire the desired attributes listed on the next page.
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Customer’s Meal Experience and Desired Attributes of Food and Beverage Service Personnel

Course: Hospitality Management (BSHM 241)

167 Documents
Students shared 167 documents in this course

University: Urdaneta City University

Was this document helpful?
Customer’s Meal Experience and Desired Attributes of Food and Beverage Service
Personnel
Lesson Learning Objectives
•At the end of this lesson, the student should be able to:
1. discuss and understand customers’ needs;
2. examine other factors that influence customers’ meal experience;
3. describe the characteristics of customer service in food and beverage service
operations;
4. recognize the relevance of handling customer complaints; and
5. identify desired attributes of food and beverage service personnel.
Customers’ Needs
•Understanding customers’ needs is vital in any food and beverage service
establishment’s success.
•Knowing your customers is key to giving them good service, resulting in strong
customer relationships and new sales through positive word-of-mouth
recommendations.
Examples of customers’ needs:
•Physiological Needs
•Economic Needs
•Social Needs
•Psychological Needs
•Convenience

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