Rapid Growth for Hong Kong's Service Industry Under Globalization

Communication is one of the most important parts of any relationship. Business relationships are no different. Having effective business communication or not having effective business communication can positively or negatively impact the success of an entire organization. Unfortunately, there are many barriers that can obstruct effective business communication. Those barriers come in four different categories. Those categories are personal barriers, physical barriers, sematic barriers and process barriers. A manager must know how to work around the communication barriers and use his or her communication skills to keep business operations going smoothly and to make improvements to the

When we got some problems, such as customer complains. For example, one customer ordered one fish & chips. The special order from that customer was no chill, but one front staff didn’t mention it to us. So we served it normally than the customer complained it. We told the staff who got that order to apology to the customer. We offered one soup to the customer during waiting new fish & chips. As result of that the customer accepted our prompted acts.

1.3: Challenging customers can range from being short tempered individuals to people who come across a language barrier, it is important

All workplaces have different discourse on their interaction with customers or their boss. Not only in the workplace, but people use different tone with different people. For example, while talking with individuals with power, people use different tone compare to talking with friends. For this assignment, I will be talking about jewelry and handicraft store.

As I’m approaching this gas station’s convenience store, I see a man and the person behind the counter in deep conflict. I tenaciously step in and mutter a lousy “excuse me”

In summary, communication and listening do not come easily to most people. This book allows the reader to learn about communication traps and techniques that can help solve communication problems to ensure that relationships are improved and that work performance can be better in the office

During one busy Friday night on a shift at Bella Italian I was faced with an incident of miscommunication between me and some customers I was called over to the table to take an order for four people , The restaurant was fully booked out and was very loud and noisy due to the surrounding people. As I noted down the order I found it hard to hear what the customers were saying and went off what I could hear clearly , trying to clarify with the customer when needed. After noting down the order I was a bit concern to see that there was only Three main meals for four people so I re read out the order to the customers to make sure I had noted it down right , They told me it was fine . I continued on , and waited on other tables. after about half an hour I was called over by the table four to ask where there entree was I politely told them you did not order an entree but they still insisted they did. Once I had organised the entree and their main meals were up I took them to the table and they insisted to tell me they had order two of one meal I told them I had read over the order and they had agreed to only one they continued to tell me it was to loud in here and they said they had ordered two and I had repeated the order saying I had taken down two which I had not. This incident that I experienced was caused by the concept of Noise.

On an extremely hot August night at Sandstone Country Club, an incident occurred between a server and a cook. Roberto, the server, was not receiving great tips and was having a tough night with his tables, due to the high capacity of people getting dinner and the heat making customers and other workers impatient. When Dr. Steele and his table sat at one of his tables, he knew he had to try his hardest to keep him happy because he was a generous tipper but very critical if the service is bad. Almost everything that could go wrong with Dr. Steele’s order went wrong. First, he ordered a special that had already run out for the night. Dr. Steele was already angry and ordered lamb, which Roberto knew would take a long time. When Dr. Steele asked for a second time to check on their food because his group had tickets to a play, Roberto went to Steve, the cook, and told him to stop making the lamb and make whatever was fastest. Steve was already getting angry with Roberto for shouting orders at him and blaming the cooks for his rough night, but told him he could make him a pasta dish. When Roberto relayed this news to Dr. Steele, he was fed up and his group left the restaurant.

As I was waiting around for my meal to enjoy I observed Debbie and other servers running others food to different tables other than their own. Management was attending the tables to see how everything was going with the guests experience and if he may assist on any needs or concerns. (12:29 pm) My meal was served to me by another server because Debbie was in the weeds with her other guests (extremely overwhelmed with taking care of her section). (12:33 pm) Debbie rolls by with a refill of my coke and asks me if everything is to my liking. (12:45) she dropped of my checked and I paid and as I was leaving both the manager and hostess held the door open for my exit and told me to have a nice rest of my day and to return soon. I enjoyed my experience at Red Lobster and felt true hospitality that was effective and efficient to make me

I am writing to you in regards to the server training that I received at your restaurant. All together the training that I received had many strengths that benefiting me during my employment, but there also a few weaknesses that I wish to address, as well as hopefully find solutions. The restaurant must “recognize that customer-contact workers are the most important element in building customer satisfaction”. There-fore these customer-contact workers must be trained to the highest standard that the restaurant wishes to deliver to our guests.

Just as the French treated the Vietnamese disparagingly with a great lack of respect during the period of colonialism, our server – an overweight middle-aged European man – was rude, condescending, and indifferent. Wishing for some velvety, silky drinks to compliment our food, we asked for Chardonnay wine recommendations when he came to take our order. However, our server, impudent and abrupt, fired us with a shocking response in his snobbish French accent, “I don’t know what you guys like so I don’t know what to recommend.” Irritated, we immediately closed the drink menu and buggered him off taciturnly. The service was slow, poor, and inattentive. Our waiter did occasionally refill our half-empty glasses – however, he sloshed water into our cups until it overflowed the glasses. We had to carefully balance the glasses, as if walking on tightrope, in order to prevent water from spilling. For such an up-scale restaurant serving food that is high end and expensive, we expected

Customer service is very important element in hospitality industry. A good restaurant or a good hotel always have an excellent service first. Hotels and restaurants put added value in their products and service make guest love it. Some hotels give guest drink when they arrived or prepare small birthday gifts to their loyalty guests. But sometimes hotels spend lots of money to added value of customers’ experience but customers still don’t like their service. So, what’s happening? Hotels gave service and improved service are not customers needed or most needed. That’s the gap between you and your customer. “You know your hotel inside out, but do you ever see it through your guests' eyes? In many cases, there is a disconnect between what hoteliers think

(2) Employees interact with a wide variety of customers. Sometimes customers may become angry/frustrated. Describe a time when you dealt with a customers

We all have a number of such encounters each week, including (but not limited to) restaurants, banks, airlines, dry cleaners, doctors, dentists, libraries, photographers, tutors, travel agencies, theaters, pest control agencies, phone companies, automotive mechanics, insurance companies, attorneys, accountants, and copy centers. Those doing this assignment are to keep a “journal” of your service encounter experiences. The purpose of the journal is to identify sources of customer satisfaction and dissatisfaction with services. You are asked to complete 10 journal entry forms. Each entry will correspond to one service encounter that you have during the semester. Your journal may be written (if you

This paper delves into the realm of customer complaints in the Hospitality Industry. Issues that relate to customer complaints in general, complaining as a process, the impact of customer complaints, the most common complaints in the Hospitality Industry, hotel brands with the highest rate of complaints, and handling guest complaints are discussed.