Innocent Chikwenya. 100352191

                                                GUEST SATISFACTION

The main purpose of this blog is to highlight the satisfaction of guests in a fine dining restaurant. It will identify an establishment in the hospitality industry, research and reflect how it relates to industry practices. Link theories and industry practices, make recommendations and also identify impacts on the future.

The Caistor Hall Hotel

(tripadvisor.com)

Comprised of a fine dining restaurant, this hotel is situated in Norwich, United Kingdom. It is a well maintained old building. The restaurant is located along the main entrance of the hotel, they are unique at providing excellent service to customers. Their guest satisfaction consists of Quality of service and Product, and Communication. The picture below shows part of the fine dining restaurant in the hotel.


Fine dining restaurant in the Caistor hotel. (tripadvisor.com)

Quality of Service and Product
Every successful restaurant have to meet specific standards of service and product. William (2002, p6) defines Quality service as "the ability to consistently meet external and internal customer needs, wants, and expectations involving procedural and personal encounters". Maintaining the quality of service, the Management at Caistor restaurant are keen on training staff to have good knowledge of their products in the building. It helps the waiters to offer advice and suggestions to customers on food and wine during service. Products refers to food and drinks that are offered to customers (Inga et al, 2006). Chefs also play a big part by producing delicious and appetising food.


(tripadvisor.com)

However, Inga et al (2006 p.3) states that "visual effect was not sufficient in itself. If the taste of the food did not meet the customer’s expectations, as created by the standard and style of the restaurant, appearance would not be sufficient in itself". Therefore, measuring customer satisfaction within a restaurant can be a result of satisfaction from both the products and services that make up the experience (Abraham and Taylor, 1999).

Communication
Good Communication is vital in every Restaurant. Good interpersonal communication skills can be classified as body language, verbal, conduct and listening (Jeffrey 2013). The staff at the Caistor restaurant have good qualities of communicating with customers by maintaining eye contact and politeness. It is likely to enhance the customer satisfaction by providing good experience.

Summary
The Caistor Restaurant are on the right path to achieving a successful record of their existence. However, they need to maintain there standards by frequent updating knowledge of staff and adapting to current trends.

Reference List

William B. Martin. Quality Service (2002) p6.

Jeffrey C. Lolli International Journal of Hospitality Management

Volume 32, March 2013, Pages 295–298

Abraham Pizam and Taylor Ellis. International journal of Contemporary Hospitality Management 11/7 (1999) p326-339.

Inga-Britt, Asa, Jesper, Lena (2006) The journal of Foodservice Volume 17, Issue 2, pages 84-93, April 2006.

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                                                                                                          Innocent Chikwenya
                                                                                                          Student number:
                                                                                                          100352191


                                                fine dining

This sector of the hospitality industry is widely interpreted in many diffferent ways. However, The introduction of the Michelin star rating system (1900) provides us with an overview of this type of food service. Aiming at providing a high standard of a full service in a restaurant, acknowledges the knowledge of staff, quality of food and service. Miško (2014) researched that "This industry has a lot of perspective but it takes more creativity, new ideas, standards and flexibility and professional staff to achieve a high quality and to attract more clients". Steps have been taken to distinguish it from the other categories of the food service. It's main characteristic of producing food from basic ingredients and served at appropriate temperatures is a key factor. Tools for developing the quality of meal service in hotels and restaurants were established, known as The Five Aspects of Meal Model. et al Inga (2006) emphasized that these five major factors in the food industry are determined to act as a guide of the star rating system.





Satisfaction
Due to a number of studies, It has proved that customers expectations need to be met by a guarantee. It helps to reduce the purchase risk and Customers are able to complain in case of failure of service, Lee et al (2012). Customers needs can be met by considering a few factors. Some of these are listed below;
                                                      
                                       *Improving performance of staff

                                           *Adapting to current trends
                                                        
                                               *Good communication

                                                    *Quality of food

                                                       *presentation

Improving performance of staff
The number of staff is always higher than the other average food services. It is aimed at providing maximum quality of service. As a student of Derby University (2014), I have a practical learning programme delivering the customer experience in one of the University Restaurants. Undertaking different roles, we are monitored by the supervisor/Lecture for the improvement of our performance. Same theory can be applied in the real world of this industry. Sometimes if perfomance fails, Walker (1944) suggests that a written warning has to be issued to the employee followed by termination if there is no improvement.


Adapting to current trends
A trend in other words simply means fashion. These developing practices has a big impact on the perceptions of the fine dining. Technology as one of the fastest growing trends in this industry, It is efficient for providing fast service. Introduction of the POS system, Walker (1944/2011 p400) states that "By now, restaurateurs know that having a good point-of-sale system is essential to their business operations". Examples of these can be a write-on hand held POS system.
Type of food produced by the fine dining also affects it's marketing. Due to ethnical or culture differences, most of these food service businesses have to provide different cuisine on menu's. Suzanne & Patrick (2013) highlights that there is a need to develop local and international trends in cooking to promote food tourism.


References

Radjenovič, Miško (2014, p631-642, pp.Tourism in Southern & Eastern Europe)

Inga-Britt, Asa, Jesper, Lena (2006)

John R. Walker DBA, CHA, FMP, The Restaurant, (6th edition 1944)

Lee, Kyuho & Khan, Mahmood A (2012).

http://media-cdn.tripadvisor.com/media/photo-s/05/ba/bc/38/the-settlement.jpg

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