Hospitality Management Cape Lighthouse †MyAssignmenthelp.com

Question: Discuss about the Hospitality Management Cape Lighthouse. Answer: Introduction The study explains the experience of Mr. and Mrs. Jones in visiting Cape Lighthouse, a restaurant with the amazing view of Coral Sea. It has been observed that the couple had to face the ineffective and unexpected experiences in their 5th marriage anniversary even after booking was done from their side. Due to the lack of proper policies and procedures, the customers had to face such unpleasant experiences when they visit the restaurant. The hospitality management needs to ensure the structured policies and the effective management of the customer dealings to make benefits. However, the study will provide the fruitful ideas about the proper policies and procedures that will be beneficial for the future growth of the restaurant by retaining the customers with effective services. Bookings The maintenance of the proper booking policy and procedure of the restaurant seats is essential for every restaurant. As per the case study, it has been observed that Cape Lighthouse did not follow the proper procedure due to which Mr. and Mrs. Jones had to face the unpleasant situation as soon as they arrived at the restaurant. It was informed that the couple had booked the table for two with an excellent view of sea two months prior to make a reservation. Alex, one of the waitresses of the restaurants confirmed the booking one week prior to the reservation and the conversation was much professional. However, once the couple reached there, they noticed that the booking was not confirmed. It was essential for the restaurant to keep the record of every reservation that was made before two months or one week. The staffs failed to manage such record since the contact person was absent. The policies for taking a reservation should maintain the following procedure Reservation needs to be made via email, phone calls or face to face conversation. The staffs of the restaurant need to keep the record for the bookings (Sweeney et al. 2016). Last minute reservation will be accepted 2 hours prior to the arrival. The walk-in guests are needed to be accommodated in the convenient places. Staff Presentation/Greeting/Hosting Staff presentation or greeting is essential for the restaurant industry since it is the key way to retain the customers. The staffs of Cape Lighthouse did not maintain the proper greetings even after creating the inconvenience to the customers. It is essential for the staffs to maintain the following procedures and policies to ensure an effective hosting. The staffs need to greet the customers in a polite and effective way that would create the positive impact at the initial stage. The host needs to lead the customers towards the proper table in a polite manner. They need to be trained effectively to be knowledgeable about the menu. It will be helpful in taking the order and informing the customers about the special dishes (Hyun and Perdue 2017). Food safety policies are the major criteria for the restaurants. The staffs or the hosts need to ensure that the food quality is good and healthy to consume. They even need to present the food with proper safety and impressive way. The staffs even need to ask if the customers would require any other assistance. The voice modulation, proper body language, and the proper eye-contact are essential for the hosts. The payment protocols generally depend on the volume, establishment and location. The hosts need to provide the proper idea about the payment procedure to the customers in a polite way. Dealing with Complaints Listening to the customer complaints effectively is essential for the restaurant industry to ensure the further growth and improvements. The following procedures would be helpful in handling complaints. The restaurant manager needs to listen to the complaints very carefully, accept their fault politely, apologize for the inconvenience, and thank the customers to bring this to their attention (Sweeney et al. 2016). If any customer is complaining about the particular business, the listener needs to be cheerful, calm, and helpful. The manager even needs to take the responsibility for resolving the problem. It is essential to receive the details about the problems to make the improvements at once. If necessary the listener can ask question to the customers to receive the details about the source of the problem. However, it is essential to be humble (Hyun and Perdue 2017). The restaurant staff should not promise any service that is unable to provide to the customers. It is necessary to face the problem and not escaping from the situation. The staffs need to take the contact details in order to follow up the issues in future. References Hyun, S.S. and Perdue, R.R., 2017. Understanding the dimensions of customer relationships in the hotel and restaurant industries.International Journal of Hospitality Management,64, pp.73-84. Sweeney, J., Sweeney, J., Armstrong, R.W., Armstrong, R.W., Johnson, L.W. and Johnson, L.W., 2016. The effect of cues on service quality expectations and service selection in a restaurant setting: A retrospective and prospective commentary.Journal of Services Marketing,30(2), pp.136-140.