Skills Sharing in Food & Beverage Industry- myassignmenthelp

Question: Discuss about theSkills Sharing in Food Beverage Industry for Customer Service. Answer: Introduction Customer service is an essential part of a food and beverage industry. Customer service is indeed constructed with various strategies such as repairing the damage of a service failure of any kind (AbuKhalifeh and Som 2012). In this regard, knowledge management and sharing comes apart as a potential option to rectify and repair the damages done by a service failure (Kim and Lee 2013). This particular study also focuses on the service recovery with the help of different supportive materials. The main purpose of this assignment is to identify what service recovery is. Moreover, the study also focuses on the importance of knowledge management and sharing in relation to service recovery in a restaurant. Service Recovery Many operations across different organisations on this world believe in repairing the damages done by a service failure. Additionally, it is also important to have a knowledge on the perceptions that customer develops after they experience a service failure or a service recovery. Importantly, the hospitality industry is widely known for a high standard customer service, which is why customers have the perceptions that they will be treated with utmost care. They are hurt when they find a slight of error in such perceptions (Mithas, Krishnan and Fornell 2013). In such scenario, it is imperative for the hospitality industry that they use an appropriate and effective service recovery strategy to restore the lost image and repair the damages done. Such strategies can be produced with the help of knowledge sharing and management. The role of training and development program becomes imperative as well in such cases (Chien and Tsai 2012). Service recovery can only be performed if the types of complaints are known. There are ample numbers of complaints that can arise in a restaurant. There are different kinds of themes for the restaurants such as for sports restaurant or a luxury restaurant. Both will have the same basic amenities; however, customers might have different set of service expectations form the two different kinds of restaurants. Service failure can be such as not meeting the expectation of the customers in any term whether the products or the service (Susskind and Viccari 2011). Nevertheless, the severity of service failure is that it compels the customers for sharing negative views of them in public through any social media sites. This is undoubtedly threatening to the reputation of the respective restaurant or a bar. Service recovery therefore is highly important for a fact that it gives a chance to repair the damages done and provide an opportunity to the responsible body to protect their reputation in the market (Komunda and Osarenkhoe 2012). Importance of effective service recovery Customer experience can be defined as an interaction that customers use to have while interacting with the different people, product and service of a specific organisation. It can also be defined as an experience that customers have after interacting to the people, product and service of the respective organisation. Customer experiences if those are bad need to be managed with an utmost service recovery strategy as this will help in compensate the damages that have been done. Managing anything requires a clear understanding of the issue first. In such cases, knowledge transfer throughout the organisational premise along all the employees keeps a high importance. Knowledge should be shared with the less in experience employees. There can be many ways of knowledge transfer such as being vocal to the less in experience employees or by training those that requires the understanding of the knowledge management in the food and beverage sector (Ryals 2013). Customer relationship management is a strategy that is used to retain the potential customers or to add more new customers on a continuous basis. This is extremely important for enhancing the business profitability. Companies perform different strategic planning to gather the insights of the customers. They do such thing in order to understand where the problem is. Moreover, this will help the company in putting forward an utmost and improved customer service to the customers. In the food and beverage sector, it is extensively important to supply an utmost customer service in order to retain the majority of the customers that visits on a daily basis. It is important that customers have positive experiences of being in a particular hotel or a restaurant (Mohammed and Rashid 2012). Relations with the customers can be managed with the help of following different strategies: Trained and skilled employees- Trained and skilled employees are utterly required in a job where interaction with the customers is very evitable such as in sales jobs or the hospitality sector. Employees should be trained on how to interact with the customers, how to take the orders and how to behave with the different kind of customers. There are varied of customers that throng to a restaurant. It then becomes important for the employees to know the etiquettes of interacting with the different customers. For example, a drunken customer will have a different mindset and will be expecting a different customer service. There are many other kinds of challenging customers. It is because of all such reasons it is necessary to have trained employees in hotels and restaurants. This can be done in numerous ways such as by training the employees on the basics of customer service and by managing a flow of knowledge in between the different employees. Knowledge management is perhaps very important in the hotel sector. If the senior member of employees is supportive to those who are new to the industry or those that have less experience in the industry, outcome will be different. Such atmosphere will impart the learnt experiences of the senior members to those who are less experienced. Additionally, training the newly recruited professionals on the utmost standard of customer service will also help the fresh employee to grab things quickly. The training will be certified as per the industry standard. Training will be commenced on task specific knowledge, transactive memory, task related knowledge and guest related knowledge. After the training is over, trained employees should be encouraged for on the job training, which will include interacting with the live customers. This is really helpful as it will give a live experience of customer responses that can be of any type (Weber et al. 2013). Customer service- Customer service includes many such as presenting a good quality product to the customer or giving them utmost service. Service may include many such as greeting warmly to the customers, asking for the orders with smile on the faces, delivering the order in time, asking for any other assistance before leaving the table. If a customer complaints of any product, employees should instantly apologise for that and ask for giving another chance, so as to compensate the grievances (Thompson 2006). Friendly employees- Employees are needed to be friendlier. This is really helpful especially in the hospitality industry. Friendly nature means interacting with the customers with smile on the face. Additionally, customers will feel that their every query will be taken care with serious concern. Restaurants or hotels should be innovative in inventing various new things that redefines their friendliness (Baker, Davis and Weaver 2014). Importance of working together effective communication in restaurant Working together and effective communication in between the different employees in restaurants is immensely needed. The importance of which can be felt in the outcome. It facilitates the flow of knowledge, which is very necessary in order to get the knowledge on the utmost customer service. Working together helps in maintain an effective communication, which prepares the way for the knowledge transfer (Bouncken 2002). It is imperative in restaurants that employees have practical exposure to their works. Nevertheless, the much needed inter communication helps in facilitate the sharing of knowledge in between the experienced and the fresher in a very practical way. Such a practical exchange of knowledge helps the freshly recruited professionals learn the essential thing for a restaurant job in real time. Training helps to learn the basics of customer service; however, it is not only necessary to provide an utmost skill in employees. On contrary to this, they are nervous when they are p ut into works with the live customers (Kang and Hyun 2012). Conclusion In the hospitality industry specifically in hotels or restaurants, it is important to maintain a healthy flow of knowledge to gain an utmost trust of the customers those who are the visitors. Such a flow of knowledge is only viable with a systematic and well planned training program and the effective communication between the different employees in restaurants. Training helps employees know about all the soft skills, which are needed in order to make customers feel like home. Additionally, flow of knowledge or the knowledge sharing in between the experienced and the fresher ensure a significant grab on the practical terms. Nevertheless, practicality is immensely required to get close to the real job. This can be effectively achieved by working together like a team. It really gives chances to interact with the complex issues in a very practical way. References AbuKhalifeh, A.N. and Som, A.P.M., 2012. Service quality management in hotel industry: a conceptual framework for food and beverage departments.International Journal of Business and Management,7(14), p.135. Baker, M.A., Davis, E.A. and Weaver, P.A., 2014. Eco-friendly attitudes, barriers to participation, and differences in behavior at green hotels.Cornell Hospitality Quarterly,55(1), pp.89-99. Bouncken, R.B., 2002. Knowledge management for quality improvements in hotels.Journal of quality assurance in hospitality tourism,3(3-4), pp.25-59. Chien, S.Y. and Tsai, C.H., 2012. 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