Customer Service Manual Introduction
In order to achieve the optimum satisfaction of all the customers, Bistro Hotel management and staff members have thereby created policies and methods and the staff training checklist contained in the customer service manual. The manual involves three sections; customer service policies, procedures and forms, and the staff training checklist. Anyone having any suggestions or opinions on how to transform these procedures to enhance our operations is free to share with the management.
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"Customer Service Policies And Procedures Manual".
MISSION STATEMENT
The customer service for the hotel is in the definition of the ability to serve the customers and staff in a friendly manner in a friendly atmosphere which will result into efficient operations of the hotel.
EMPLOYEE ROLES AND EXPECTATIONS
The employees will take orders and receive money from the customers and return their change if there is, prepare the orders of the foods presented to them by the customers and calling their customers by their names in case the ordered food is ready.
The employees are expected to look presentable and wear hotel uniforms with their tag names together with their aprons and should always tie their hair at the back of their heads.
The employees should warmly greet the customers and make them feel comfortable in a very prompt and consistent manner.
The customer is the employees’ top most priority.
POLICIES AND PROCEDURES
The employees should always wear hairnets and gloves while handling and preparation of food.
The floors and counters are needed to always be clean.
All the perishable products should be refrigerated at their required temperatures.
MANAGEMENT SUPPORT
Any member of the staff should contact the hotel manager during the operation hours in any case they are the only employee at work behind the counter.
The management should always be available to offer support to any staff member in case need arises.
PRODUCTS AND SERVICES
The hotel will provide a variety of food options which are convenient for the tastes and preferences of the consumers for example, sea food dishes, salads and pastas.
All the foods and drinks should be labeled clearly together with the name of the product sand their prices.
The hotel gives the customer different options of payment for the services rendered to them. For example, cash or credit card options.
MOTIVATORS AND REWARDS
A punch card reward will be used for frequent purchases.
Customers’ purchase receipt stubs can be entered into the drawings for free foods.
SYSTEM OF DELIVERY
Write down the name of the customers when taking orders and call them out upon readiness of the order.
The hotel should be in the provision of convenient food that can immediately be purchased.
The staff should ring the food to the customer when the business is slow as a form of courtesy.
The system of delivering information should be consistent in communicating as to whether they are online or the provision of information on the hours of their operation and special deals.
LOCATION AND HOURS
The hotel is located in Stanley, church street, Australia and the opening hours are as follows:
Monday 11:30 a.m. -9:30pm
Tuesday 11:30 a.m. -9:30pm
Wednesday 11:30 a.m. -9:30pm
Thursday 11:30 a.m. -9:30pm
Friday 11:30a.m-11 pm
Saturday 11:30a.m- 11 pm
Sunday 11:30 am-9:30 pm
CUSTOMER FEEDBACK SEEKING
In the collection of the customer feedbacks, the hotel should come up with means that will facilitate seeking of feedback. For instance, the use of;
Surveys
Questionnaires
Focus groups
Interviews
Social media
The company uses websites face book as its social media platforms in providing their information. Through the Facebook page, the hotel interacts with its customers by asking them questions and seeking their opinions on their service and product provision.
MERITS OF USING SOCIAL MEDIA
Customer feedback is easily accessed
It is not costly
Connection with customers and other businesses is made simpler
DEMERITS
individuals can negatively comment on the page
setting up of the page is time consuming
FREEQUENCY OF SEEKING FEEDBACK
Internal customers; any time they check in
External customers; every time they check in since previous visit
Suppliers; any time they deliver supplies
COMMUNICATING WITH CUSTOMERS
The customers should immediately be greeted as soon as they approach the counter
The employees should smile while speaking to customers
The employees should use a professional and friendly tone in addressing the customers.
The employees should always apologise to the customers in any case of inconveniences caused on them
The employees should not make the customers wait for them while on phone
The employees should always thank the customers for their business.
MEETING OF THE CUSTOMERS’ NEEDS
CUSTOMER EXPECTATIONS
The food specified as hot should be served hot and the cold foods served cold
Quickness in service provision
Variety of foods in the menu
Convenient food options like take-aways
MANAGING RELATIONSHIPS
SHOWING VALUE OF THE CUSTOMER
Customer follow-ups and asking questions on their service provision
Greeting the customers in a friendly approach.
Making the customers feel special by engaging them in small talks
Thanking the customers for their business
BREAKDOWNS IN SERVICE PROVISION
Lack of clear signs that in turn mislead the customers
Mode of payment not being convenient for the customer
Quality of food being lower than expected
Closure of the hotel while it should be operating
Wrong order deliveries to customers
PREVENTING THE BREAKDOWNS
Use of clear signals and directives
Writing of correct orders and delivering to the correct customers
Apologise to the customer and thank him or her for waiting
THE PROCESS OF SERVICE RECOVERY
Apology
Taking actions
Showing compassion
Making follow-ups
RECOVERY PROCESS GUIDELINES
Apologising to the customers for any inconveniences made
Offer an alternative supposes food is not satisfactory
Addressing the customer’s problem immediately.
Listening to the customer
ASSURANCE OF CUSTOMER SATISFACTION
Getting of feedback from the customers as soon as possible
Treating the customers as the hotel’s top most priority
Ensuring the products are safe and of good quality
Listening to the customers
Maintenance of a positive attitude in all the situations
