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FFSO Lesson 3

The document discusses the importance of meal experience in food service, emphasizing the need for service personnel to understand customer needs to enhance satisfaction. It outlines various customer needs, factors affecting meal experience, and attributes desired in food and beverage service staff. Additionally, it provides guidelines for handling customer complaints effectively to ensure a positive dining experience.

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Jayson Gallego
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3 views

FFSO Lesson 3

The document discusses the importance of meal experience in food service, emphasizing the need for service personnel to understand customer needs to enhance satisfaction. It outlines various customer needs, factors affecting meal experience, and attributes desired in food and beverage service staff. Additionally, it provides guidelines for handling customer complaints effectively to ensure a positive dining experience.

Uploaded by

Jayson Gallego
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Good morning everyone

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Denver Almirante Krisjan Evangelista


Customer’s mael Experience and
Describe Attributes of food and
Beverage service personal
• Meal experience is considered a critical factor in the success of
any food service outlet. Service staff must have an in-depth
understand of the customer to enhance food service
operations and achieve customer satisfaction. Desired
attributes of the service personnel essential in providing an
excellent customer meal experience will also be discussed in
this lesson.
Customer’s needs
• Understanding customers needs is vital in any food and Beverage service
establishment success. Knowing your customers is key to giving them good service,
resulting in strong customer relationship and new sales through positive word-of-
mouth recommendations. However, understanding the customers, needs is not easy.
If most often requires a thoughtful analysis to identify their demands or purchase
patterns, so that you can anticipate their needs to exceed their expectations and
achieve satisfaction. The following are examples of customers needs.

• • physiological needs
• • Economic needs
• • social needs
• • psychological needs and
• • convenience.
• 1. Physiological needs
• The physiological needs at the base of Maslow’s hierarchy of human needs
• Encompass the basic yet self-preserving needs, such as sleep, water and shelter.
• 2. Economic needs
• These are the needs based on the value of money. The customer will look if the
size, portion,level of service,speed of service,and outlet location are worth the price
they pay.
• 3. Social needs
• Social needs are the feeling of belongings. It is satisfying when the customers
sense of belonging is achieved when they go out with their friends, business
meetings, get-together functions,and the like.
• 4. Psychological needs
• Psychological needs are self-esteem needs. This is the feeling of
prestige and fulfilling lifestyle needs. Some people eat a particular
establishment to fulfill their psychological needs. The food service
establishment brand somewhat influences customers reason in
choosing an establishment because of its image.
• 5. Convenience
• At the most basic reason, eating out or buying food from a food
service establishment is simply convenient. For example, customer
will eat at any food service outlet inside the mall when they get hungry
in the mall, or customer eat at nearby restaurants, which are very
accessible to their work. The option to dine out instead of cooking at
home nowadays has been a backup for many household in case of
lack of time due to work or traffic.
Factors Affecting customers meal
experience
• Here are some of the factors that affect a customer, meal experience:

• • Food and Beverage offered in the menu


• • service quality
• • Level of cleanliness and hygiene
• • perceived value for money and price and
• • Atmosphere and ambiance.
• 1. Food and Beverages offered in the menu
• It includes the quality of the food and Beverages, range of menu
options or a variety of food and drinks offered, availability,and flexibility
for special orders that might affect customer meal experience.
• 2. Service quality
• Service quality varies according to industry.the context and brand
promise can entirely influence it. The industry standard and widely
used metric are known as “SERVQUAL”.
• • R-eliability
• • A-ssurance
• • T-angible
• • E-mpathy
• • R-esponsiveness
• A. Reliability
• It is to perform the promised service to the customers. It is the ability
to complete the service on-time , consistently,and error-free every time.
It is crucial to accurately delivered the service to the customers and
with no mistakes to create a positive meal experience.
• B. Assurance
• It can convey confidence and portray that the organization is trusted
for it’s service this is based on the staff knowledge and ability to
communicate with customers.
• C. Tangible
• It refers to aesthetics. It is the physical facilities, the atmosphere which
includes other customers, the service staff, and the like. This is also
how the outlets is visually appealing to it’s customers.
• D. Empathy
• The staff establishes empathy to show care. The staff should provide
individualized attention to it’s customers.
• E. Responsiveness
• It is providing promp service and willingness to help guests. The staff
should always anticipate the needs of the customers.

• 3. Level of cleanliness and hygiene


• Any food service outlet is expected to be clean on the premises and
equipment used. The staff must practice proper hygiene.
• 4. Perceived value for money and price
• The money spent must be appreciated to the quality ot food, service
tupes and ambiance provided by the food service outlet.
• 5. Atmosphere and ambiance
• The design, décor, lighting, and furnishing must be appreciated to the
theme of the restaurant. Ventilation, music, noise level, other
customers, workplace, and staff attitude are some factors that
contribute to the ambiance of a good service outlet.

• CUSTOMER’S SERVICE
• What is customer service?
• Customer’s service is the assistance given to customer and
allocating an amount af attention of details. Food service personnel is
going above and beyond, providing the extra mile of service to its
customers to attain customer satisfaction.
• 1. Service level
• This is the intensity of the limitations in the person ability to
giving the attention expected and required in operation to customer.
• 2. Service availability
• It is based on what was agreed upon at the onset. The staff must
inform the customers about the available food and drinks, policies, and
the like.
• 3. Level of standard
• The quality of food and drinks, décor and ambiance, equipment and
tools used, and staff professionalism level must be appreciated to the
establishment standard level. Customer’s will not complain if we
provide fair expectations.
• 4. Service reliability
• This is the extent of consistency of the product and service offered
consistency with the taste, service, and the like.
• 5. Service flexibility
• This is the extent to which alternative are made available and to which there
can be variations and alterations in the standard products that can be offered.
HANDLING CUSTOMERS COMPLAINTS

Develop complain-handling policy


Developing a complaint handling policy will help the staff know what to do
when customer complaints occur. The customers complaint policy must assure that
the food service outlet values the customers feedback and that the outlet is
committed to resolving the issues fairly , timely l, and efficiently.
1. Listen attentively
Approach the customers politely and in a friendly manner. Pay attention and
listen carefully to what the customers is saying.
• 2. Empathize and apologize
• Understand the customers disappointment ,and sincerely
apologize. Avoid confrontations and disagreement.
• 3. Take action
• Take action immediately. The best solution is to apologize and
after customers a replacement, a refund, or freebies l.
• 4. Make a follow-up
• Contact the customers and ask for feedback on how the
complaints were handled. Assure the customers that you are doing
everything to avoid doing the same problem in the future.
• 5. Record facts and details of the complaint
• Record all complaints . This will help the outlet understand the
source of the problem.
Desired Attributes of food and beverage service
personnel
• Attributes are qualities, characteristics, or features possessed by a person. To
create an excellent first impression and reflect on the image of the establishment,
service personnel must acquire the desired attributes listed on the next pages.

• 1. Good personal hygiene and grooming


• The staff is the face of the organization, and they need to look professional and
hygiene.
• 2. Good manners and right conduct
• All service personnel should have a respectful manner towards guests and
senior staff member of the organization.
• 3. Complaint handling
• Customer’s complaints must be handled with the utmost case, discreet manner,
and good humor. As we all know , customers is always right, even when he/she is
wrong. Never argue with the guest.
• 4. Attentiveness
• The server should be attentive during the service. As F&B service
personnel it is essential to anticipate the guests needs and wishes.
• 5. Good sense of responsibility
• Take the initiative. One must do one job regardless of the
presence of the supervisor.
• 6. Punctuality
• Punctuality means being on time.
• 7. Memory and anticipation
• A good memory helps improve performance.
• 8. Technical skills and knowledge
• The F&B service personnel should know the food and beverage
service.
• 9. Local knowledge .
• 10. Sales and marketing skills.
Thanks you

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