American Public University
Assignment 6: Service Excellence
Professor Frances Frei and Anne Morriss grounded the definition of service excellence by comparing the definition to reliability. In Frei and Morriss’s blog titled “Decision to Lead” they described service excellence as “consistent delivery of a high value/price experience, day after day, year after year, regardless of who happens to be on the front lines of the delivery process.” (Frei & Morriss, 2009) On the other hand, Francois de La Rochefoucauld once said “The only thing constant in life is change” (1665)
One of the most important aspects of a business as a customer is consistency. I like to go into a restaurant knowing what I want, knowing how much it will cost, and knowing the friendly smiling face that is taking my order. However, although I like a personable atmosphere and knowing what to expect from a restaurant. If I order the same menu item more than once I want to taste consistently the same, there is nothing worse for a restaurant to offer menu items that taste different every time they are offered. This type of inconsistency can lead to a restaurant losing customers that may have the potential to be constant repeat business. However, I also like to change it up a bit and love trying new restaurants and new menu items. Change equals innovation and in the food and beverage industry innovation is extremely important.
Innovation, the introduction of something new, (Merriam-Webster) is key to any type of service you are providing. Whether it be table service, buffet service, cafeteria service, or quick service innovation is important. In the food and beverage industry innovation keeps the customers coming back. If an establishment provides the same type of food over a long period of time either the customer will move on or you will keep a few regular customers, but your business will become stagnant. This does not mean that a restaurant should deviate from the cuisine they are known to offer, instead that should simply offer different menu options to enhance the menu they currently serve. By doing this, a restaurant can succeed in retaining loyal customers, all the while reaching a more eclectic audience as well.
All the while fulfilling my role as a restaurant manager, I will strive to make certain that each and every customer has a pleasurable dining experience. In order to make this happen, I will hire a staff that has great people skills. Along with people skills I will provide training classes that will further their knowledge in safety and sanitation and teambuilding. Teambuilding is important in the food and beverage field, not only for the front of the house, but as a whole. Personally I feel that a business has to have a solid structured staff to stay afloat, meaning that everyone from the front and the back must work well together. One can see a mismanaged restaurant from a mile away. Some of the things to look for when looking for a mismanaged restaurant is, waiting a long time to be seated, when seated the waitress is not friendly or acts like the customer is a burden,