LCB- Electronic-Turnitin Assignment Cover Sheet
An Assignment cover sheet needs to be included with each assignment. Please complete all details clearly and
ensure this cover sheet is included at the start of your document.
Please check your Course Information Booklet or contact your Lecturer for assignment submission locations.
Student ID 8 1 0 8 0 2
Full name: Angad Arora
Email:
Course title: Food and beverage service
Lecturer: Andrew Miels
Assignment number: 1 Due date: 16/11/2015
Assignment Description as stated in Course Information Booklet:
Further Information: (e.g. state if extension was granted and attach evidence of approval, Revised Submission Date)
Compulsory requirements for assignments to be marked:
Assignment Header requirements
Name
ID Number
Assignment Footer requirements
Page Number (Center aligned)
Assignment Formatting
1.5 line spacing
Accepted font styles
Arial, Calibri or Times New Roman 12 point
Quotes and References MUST be correctly acknowledged using the Harvard referencing system
A Reference List, including all references cited in your writing, MUST be included on a separate page at the end of
your document.
I declare that the work contained in this assignment is my own, except where acknowledgement of sources is made.
I authorise Le Cordon Bleu to test any work submitted by me, using text comparison software, for instances of
plagiarism. I understand this will involve Le Cordon Bleu copying my work and storing it on a database to be used in
future to test work submitted by others and I have the responsibility to prove, if requested, this work is mine alone.
Note: The attachment of this statement on any electronically submitted assignments will be deemed to have the same
authority as a signed statement.
Signed:<Angad Arora>> Date:/10/2015
In a food and beverage environment, a major tool that establishments use for
recovering service effectively in preserving the reputation of the commercial enterprise
and nurturing customer satisfaction is through service recovery. Service recovery is a
vital component for many successful restaurants since it is through them that food and
beverage attendants get the power of using their knowledge and skills to the maximal
, potential for solving customer complaints efficiently and turning those negative situations
into positivity, leaving customers completely happy and satisfied at the end of the
service. Therefore, the function of a food and beverage attendant is extremely diversified
and plays an important role in maintaining the service levels as per standard procedures
in securing guest commitment and loyalty, forming the grassroots of the business. This
report talks about the significant use of service recovery in restaurants and the rationality
behind the food and beverage attendants for sharing their knowledge, skills and service
recovery experiences with the other members, including the management team, which
can be used as a guidance for the team when making important decisions during difficult
situations.
Service recovery is defined as the process 'that identifies service failures, effectively
resolves customer problems, classifies their root cause(s), and yields data that can be
integrated with other measures of performance' for the assessment and improvement in
the system of service (Lovelock cited in Tax and Brown 1999, p. 272). This can serve as
a competitive advantage for many restaurants which would not only help the FOH staff
to resolve everyday customer complaints, but also learning from them would give them
the experience at first hand and more serious preparation for performing better in the
future. On the other side, this would help the staff in retaining customer loyalty, building
productive relationships with their customers, which would be considered a valuable
"asset" for the business's growth and stability (Ahmad, Rashid & Hasanordin 2015, p. 3).
However, if unable to resolve problems on the spotlight, this will eventually spoil the
entire hospitality experience and have a bad impact on the customer service. Problems
don't just occur by themselves, they can be created, especially when dealing with new
staff members on the floor, resulting in a disastrous chain of events.
The concept of service recovery can be efficaciously put to use in the event of a service
failure, which are the problems experienced by customers in an establishment and can
be conceived as one of the most challenging aspects when conducting service, varying
in intensity from one customer to another. This can have severe consequences on the
food and beverage attendants since they have to deal effectively with different customer
complaints and need to take an immediate action in resolving these situations on an
individual basis in meeting each guest's needs and expectations. Service failure can
occur through a wide range of elements which includes compounding incompatible
'service' and 'food' problems together such as troubles of taking a 'food order' and in
processing a bill, placing 'food' and 'beverages' on a wrong table, customers given no
attention by staff members behaving 'unprofessionally' with a negative mindset, etc,
resulting in a delay in service (Susskind & Viccari 2011; Ahmad, Rashid & Hasanordin
2015). This represents the most crucial stage, which, if managed perfectly can form a
good public image of an establishment, ensuing in generating more profitability and
building strong customer bonds or shaping disgruntled guests, which might result in
spreading the negativity about the establishment to their friends and family and
switching over to another restaurant. Another method used by restaurants in measuring
how guests describe the extent of a service failure is through the justice theory which is
based on 'perceived justice' in obtaining the service recovery satisfaction, consisting of
the 'distributive', 'interactional' and 'procedural' justice (Nikbin, Ismail, Marimuthu &
Jalalkamali 2010, p. 48). While distributive justice considers 'the tangible benefits and
costs' involved in the procedure of service recovery, interactional justice views the way
An Assignment cover sheet needs to be included with each assignment. Please complete all details clearly and
ensure this cover sheet is included at the start of your document.
Please check your Course Information Booklet or contact your Lecturer for assignment submission locations.
Student ID 8 1 0 8 0 2
Full name: Angad Arora
Email:
Course title: Food and beverage service
Lecturer: Andrew Miels
Assignment number: 1 Due date: 16/11/2015
Assignment Description as stated in Course Information Booklet:
Further Information: (e.g. state if extension was granted and attach evidence of approval, Revised Submission Date)
Compulsory requirements for assignments to be marked:
Assignment Header requirements
Name
ID Number
Assignment Footer requirements
Page Number (Center aligned)
Assignment Formatting
1.5 line spacing
Accepted font styles
Arial, Calibri or Times New Roman 12 point
Quotes and References MUST be correctly acknowledged using the Harvard referencing system
A Reference List, including all references cited in your writing, MUST be included on a separate page at the end of
your document.
I declare that the work contained in this assignment is my own, except where acknowledgement of sources is made.
I authorise Le Cordon Bleu to test any work submitted by me, using text comparison software, for instances of
plagiarism. I understand this will involve Le Cordon Bleu copying my work and storing it on a database to be used in
future to test work submitted by others and I have the responsibility to prove, if requested, this work is mine alone.
Note: The attachment of this statement on any electronically submitted assignments will be deemed to have the same
authority as a signed statement.
Signed:<Angad Arora>> Date:/10/2015
In a food and beverage environment, a major tool that establishments use for
recovering service effectively in preserving the reputation of the commercial enterprise
and nurturing customer satisfaction is through service recovery. Service recovery is a
vital component for many successful restaurants since it is through them that food and
beverage attendants get the power of using their knowledge and skills to the maximal
, potential for solving customer complaints efficiently and turning those negative situations
into positivity, leaving customers completely happy and satisfied at the end of the
service. Therefore, the function of a food and beverage attendant is extremely diversified
and plays an important role in maintaining the service levels as per standard procedures
in securing guest commitment and loyalty, forming the grassroots of the business. This
report talks about the significant use of service recovery in restaurants and the rationality
behind the food and beverage attendants for sharing their knowledge, skills and service
recovery experiences with the other members, including the management team, which
can be used as a guidance for the team when making important decisions during difficult
situations.
Service recovery is defined as the process 'that identifies service failures, effectively
resolves customer problems, classifies their root cause(s), and yields data that can be
integrated with other measures of performance' for the assessment and improvement in
the system of service (Lovelock cited in Tax and Brown 1999, p. 272). This can serve as
a competitive advantage for many restaurants which would not only help the FOH staff
to resolve everyday customer complaints, but also learning from them would give them
the experience at first hand and more serious preparation for performing better in the
future. On the other side, this would help the staff in retaining customer loyalty, building
productive relationships with their customers, which would be considered a valuable
"asset" for the business's growth and stability (Ahmad, Rashid & Hasanordin 2015, p. 3).
However, if unable to resolve problems on the spotlight, this will eventually spoil the
entire hospitality experience and have a bad impact on the customer service. Problems
don't just occur by themselves, they can be created, especially when dealing with new
staff members on the floor, resulting in a disastrous chain of events.
The concept of service recovery can be efficaciously put to use in the event of a service
failure, which are the problems experienced by customers in an establishment and can
be conceived as one of the most challenging aspects when conducting service, varying
in intensity from one customer to another. This can have severe consequences on the
food and beverage attendants since they have to deal effectively with different customer
complaints and need to take an immediate action in resolving these situations on an
individual basis in meeting each guest's needs and expectations. Service failure can
occur through a wide range of elements which includes compounding incompatible
'service' and 'food' problems together such as troubles of taking a 'food order' and in
processing a bill, placing 'food' and 'beverages' on a wrong table, customers given no
attention by staff members behaving 'unprofessionally' with a negative mindset, etc,
resulting in a delay in service (Susskind & Viccari 2011; Ahmad, Rashid & Hasanordin
2015). This represents the most crucial stage, which, if managed perfectly can form a
good public image of an establishment, ensuing in generating more profitability and
building strong customer bonds or shaping disgruntled guests, which might result in
spreading the negativity about the establishment to their friends and family and
switching over to another restaurant. Another method used by restaurants in measuring
how guests describe the extent of a service failure is through the justice theory which is
based on 'perceived justice' in obtaining the service recovery satisfaction, consisting of
the 'distributive', 'interactional' and 'procedural' justice (Nikbin, Ismail, Marimuthu &
Jalalkamali 2010, p. 48). While distributive justice considers 'the tangible benefits and
costs' involved in the procedure of service recovery, interactional justice views the way
