Posted: June 16th, 2022

Assignment #3 Service Culture Critique Assignment

HRM-1034 Sales and Customer Service
Service Culture Critique Assignment, Fall 2023

Assignment #3 – Weight [10%] Service Culture Critique Assignment
Submission Type: Individual Submission
Due: Friday, November 17, by 11:00 p.m.
Submit:

Preamble: In light of the evolving service landscape in the hospitality industry, this practical assignment is designed to provide hands-on experience with service concepts and empower you to make recommendations rooted in industry best practices. Geared toward hospitality students, this assignment offers a tangible understanding of service sales processes and client management.
Your Task
Your task is to visit a local restaurant, assess their service performance, and address the following questions. Please ensure to upload the receipt for your purchases during your restaurant visit.
This can be any type of restaurant, from fine dining to food service.

Remember:
In your answer to your critique, explain what you observed and experienced in several aspects of their service culture and operations. These observations provide valuable insights and examples related to the learning objectives, allowing you to make recommendations based on best practices in the hospitality industry.

Confirmation of format a completion guideline

Here are the questions ahead of time. This is completed in Moodle in a Quiz format inside the Moodle portal. Prepare your answer accordingly and provide it in the portal for review and grading before the due date. The portal will be open for five days, allowing flexibility for students to compete. You have one attempt and no time limit in the portal while completing your assessment.

Now, students can clearly understand the purpose and expectations of the assignment.

1. Customer-Focused Environment (10 marks)
● List the six primary components of a customer-focused environment for hospitality professionals (as covered in your coursework)
● Assess how well the restaurant you visited embodies these components. Provide examples for each.

2. Adapting to Changes (10 marks)
● Based on your observations, how has the restaurant proactively addressed and adapted to changes in the hospitality industry, whether related to technology, consumer preferences, or other factors?
● How did the restaurant adapt to these changes in consumer behavior? Were there any innovative strategies or practices in place?
● Can you identify any specific initiatives or strategies they have implemented?

3. Service Culture Evaluation (10 marks)
● How would you rate the restaurant’s service culture on a scale of 1 to 10, with 10 being exceptional?
● Justify your rating based on your experience, considering staff behavior, responsiveness, and overall atmosphere. Provide explicit detail on your experience to justify your rating.

4. Service Strategy as a Competitive Advantage (10 marks)
● Describe any unique service strategies or practices you observed during your visit contributing to the restaurant’s competitive advantage.Relate to a visit you have had in the past to a restaurant that directly competes with this establishment you are evaluating
● How do these strategies set the restaurant apart from others in your area?

5. Meeting Customer Expectations (10 marks)
● Provide examples of aspects where the restaurant met customer expectations during your visit.
● Were there any instances where they fell short of customer expectations, and how did they handle these situations?
● Identify the restaurant’s specific systems or practices to enhance the customer experience, such as reservation systems, feedback mechanisms, or loyalty programs.
6. Growth of the Service Sector (10 marks)
● What specific factors have contributed to the growth of the service sector in the hospitality industry for the specific restaurant you evaluated or critiqued as you observed in the restaurant you visited?
● How has the restaurant leveraged the growth of the service sector to enhance its offerings or customer experience?

7. Recommendations (10 marks)
● Based on your observations and the learning objectives, what recommendations would you offer to help the restaurant further enhance its service culture or adapt to changing customer needs?

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