-Assessment 2

Task 1

Customer service Research Report Acumen Restaurant

Introduction:
Customer service is an internal and integral part of the processes of each hotel. If there’s
any place where customers are likely to be paying attention to the type of service they
receive, it’s within the hospitality industry. A job as a hospitality service provider is to
maintain customer happiness and satisfaction. Keep your customers at the forefront of your
operational plans to hold your hospitality business afloat.

Gone are the days when customers were happy just receiving “please” and “thank you” or
getting service with a nice smile. Although those go into the recipe for proper etiquette, it’s
just not enough. Pleased customers are looking for a memorable experience and dynamic
service where it counts. To be on the receiving end of customers’ satisfactory ratings in
surveys and among their network, anticipate their needs and be able to have your staff
deliver accordingly.

Part A

Impact of Internal and external changes on customers service requirement

1.Marketing

Many owners fail to pay enough attention to marketing making this a common problem in the
restaurant world. Following are a few areas to attend to now in order to avoid the pitfalls that
not-enough marketing incurs:

 Formalize your brand standards. This includes mission statement, logo, graphics,
guidelines, etc.

 Make a marketing plan. Daunting? Start small and work up to a six month or
yearlong plan.

 Get a responsive website that looks great on desktop, tablet and mobile phone.

 Engage in social media and digital marketing.

 Start an email database.

 Create a customer loyalty program.

.
2. Management

one of the most important pieces of the puzzle – management. You need to know how to
analyse your business to make sure it runs profitably. Many small restaurants don’t pay
attention to the following items as they manage the day-to-day operation of their restaurant:

 How many customers are you feeding each day? Break it down by mealtime.

 Keep track of ordered menu items. No one ordering the fish fillet? Maybe it’s time
to take it off the menu.

 What are your most profitable menu items?

 What does it cost to make each menu item? What’s the profit margin?

 Do you have a budget for labour? Are you sticking to it?

 How much do you spend on labour compared to your restaurant sales?

 How much loss is involved in your inventory?

 Do you have sales goals? Are you meeting them?

 What is your profit and loss for each week you are open?

3.Customer Service

First impressions are important. Poor customer service is often a deal breaker for customers.
Your food may be outstanding, your table settings exquisite and your ambiance delightful,
but if your service is bad, customers will remember.

The key to success is happy customers who want to return again and again. To ensure your
success, your entire team – from management to hostess to wait staff and busboys – must
be dedicated to your customers’ well-being. Every contact your staff makes with customers
must be pleasant, welcoming and accommodating.

Part B
Analysis of customer and staff surveys
Customer Survey Score
 Table reservation was handled efficiently 75%
 Telephone queries were handled promptly and efficiently 78%
  Staff were prompt and efficient 70%
 Staff were professional and well presented 75%
 Overall, the service was great 57%
 Staff provided able assistance 53%
 The experience was good value for money 55%

Two external trends which affect the restaurant’s customer service needs:

 Technological advances, e.g. changes to how consumers use and purchase

products/services, i.e. use of devices/tablets to buy items, how technology impacts
the way companies’ source and supply goods
 Cultural and social forces, e.g. increased number of women in the workforce has
had a positive effect on online purchases
 Political and legal factors, e.g. changes to work health and safety laws and
regulations can impact on how companies conduct their business
 Seasonal/climatic factors, e.g. businesses selling seasonal items, such as ski gear
or swimwear, are likely to be affected by climatic conditions

Part C

Recommendations

Ensure Accurate Wait Timings

One of the significant turn-offs that lead to poor restaurant service is delays. Be it a delay in
seating customers, offering the menu, taking the order, bringing in the food or the bill; time
lags can ruin the customer experience. For excellent restaurant service, the wait timings
should be accurate. 

Use Technology For Better Restaurant Service

The use of technology is increasing manifold in all industries alike, and in this digital age and
with so many new restaurants opening, the restaurant industry is getting competitive at each
step. Automating restaurant operations helps in improving its efficiency which in turn will
enhance your restaurant service.

(i) Online Restaurant Reservations

If your restaurant has limited seating, it will be profitable for your restaurant if the customers
can book the tables online in advance. The customer base of the restaurants can be
increased if the process of online table reservations can be digitalized. Now with the
reservation management, the restaurants can view all the guest information using a single
interface. The restaurants can quote accurate wait timings for both walk-in-customers and
also for those who made prior reservations.
(ii) Tablet Ordering System

A tablet ordering system in place can improve customer dining experience as:

 The orders taken are more accurate, and there are no chances of manual errors.
 The speed and efficiency of your restaurant service improve which overall
contributes to the better customer experience.
 The increased speed and efficiency of service mean higher table turnovers which
will enable your restaurants to serve more guests.
 If your customers are happy and satisfied, it will lead to more mouth-of-word
recommendations.

(iii) Customer Relationship Management 

The CRM technology now has become the key that helps in improving customer
engagement in your restaurant through loyalty programs and others. Centralized restaurant
CRM enables you to gather customer data related to the contact details of the customer, the
frequency of visits, their preferences and average spending per visit.

 POS integrated CRM gives excellent insights into customer demands and behaviour and
allows you to make informed decisions based on the captured data which will improve
customer service. Waiters can view this detail in the POS and upsell and suggest items
based on customer ordering history.

Reference:
 Customer feedback data & Staff feedback data
 (https://www.accc.gov.au/consumers)
 Customer service policy of
Acumen Restaurant
(Draft)

Booking and Reservation

Name-The name of the policy is booking and reservation.
Aim- To ensure customer reservations in person or by electronic means are handled in a
professional and efficient manner.
Included- This policy includes how to take bookings and making sure that the customers are
satisfied
about what they booked from the restaurant. Booking and reservation method, payment
policies,
set menus, cancellations of booking etc. are included in this policy.
Procedure-
1. How to answer the calls.
2. How to take booking and what information is required.
3. What information is need to be written down and how to deliver to staff.
4. How to ask standard questions to the customers.
5. How to take reservation details.
6.checking availability
7. Returning to the call and confirming the details and say goodbye.
8.Maintain Reservation record
Requirements to train staff- Train the staff to ensure customer privacy. Make sure that the
staff is following the procedure and not missing any booking. Teach them to repeat the
details and contact information about the booking. Teach them the way to use modern
technology for taking bookings. The staff is required to be taught to avoid overbooking and
verifying reservation time and other details.
policy and its effectiveness-The effectiveness of this policy will be monitored and
evaluated by the manager and the supervisor at the end of every week to ensure that staff is
acting upon the policy and it is working. The feedbacks from the customers can also be
helpful to measure the effectiveness of the policy.
To whom this policy will be made available and how/ where :This policy will be made
available to all the staff members of front of the house and the kitchen staff. This policy will
be sent to all the staff via email and the customer can have access to this policy via notice
board as the print of the policy will be posted there.

Staff training
Name- The name of the policy is staff training.
Aim- To provide a framework for training and development that ensures staff have
necessary competencies to deliver on Acumen Restaurant’s strategic and operational plans
Included- Acumen Restaurant recognises the importance of having a skilled workforce in
order to achieve strategic and operational plans and is committed to providing an
environment that is conducive to effective performance and promotes training and
development opportunities for all staff. This policy relates to the Training and Development
of all Acumen Restaurant staff.
Procedure-
1. Establish your new employee procedure beforehand.
2. Ensure that the manager and the supervisors are using new procedure checklist.
3. Staff onboarding before one day.
4. Including onboarding best practices to the procedure.
5. Provide training about the topics.
6.Testing
7. Evaluation
8. Keeping employee records.
Requirements to teach the staff- Teach the staff the way of using modern technology and
teach them to work according to the policy that is implemented. They also need to teach how
to represent their business to their customers.
Policy and its effectiveness-The effectiveness of this policy will be monitored and
evaluated by the manager and the supervisor at the end of every week to ensure that staff is
acting upon the policy and it is working. . The feedbacks from the customers can also be
helpful to measure the effectiveness of the policy.
To whom this policy will be made available and how/ where :
This is for staff only. It will be available in Compendium, cabinet accessible by all staff.

Menu Modifications
Name- The name of the policy is menu modification.
Aim- This is for staff only. It will be available in Compendium, cabinet accessible by all staff.
Included- In this policy, it is included that how to modify the menu and which new dishes are
required to be introduced. This also includes that how the menu can be designed in a way
that attract the customers. Costing of the dishes is also a part of this policy. Proper size of
the dish, combination of dessert, starters and main course is also included in this policy.
Procedure-
1. How to make efforts and identifying requirements of the menu.
2. How to pick a menu that suits your business and set price of the dishes.
3. Keeping in mind what the customers want in the menu and make sure that there is a
combination of diversity.
4. Looking at the menu of your competitors.
5. Know your quality requirements, and operations.
6. How to search in the market that what type of food at the top and change according to
that.
7. Decide how many starts and main course food should be there.
8. Consider devoting a couple of hours on a weekend or evening to cook and prepare
ingredients for meals for the week. 
Requirements to teach the staff- There is a need to teach them to explain the menu to the
customers in easy way. Show the customers what is new in the menu and explain the
method of preparing of the new dishes if required. if there is diversity in menu, try to hire staff
from different background.
Policy and its effectiveness-The effectiveness of this policy will be monitored and
evaluated by the manager and the supervisor at the end of every week to ensure that staff is
acting upon the policy and it is working. . The feedbacks from the customers can also be
helpful to measure the effectiveness of the policy
To whom this policy will be made available and how/ where -This policy will be made
available to all the staff members of front of the house and the kitchen staff. This policy will
be sent to all the staff via email and the customer can have access to this policy via notice
board as the print of the policy will be posted there.

Environmental Sustainability
Name- The name of the policy is environmental sustainability.
Aim- This Environmental Sustainability Policy aims to integrate a philosophy of sustainable
development into all the Acumen Restaurant’s activities and to establish and promote sound
environmental practice in our operations.
Included- Acumen Restaurant is committed to:

 Promoting respect for, and an appreciation of, the natural environment among all at the
service

 Fostering children’s capacity to understand and respect the natural environment, and

 the Interdependence between people, plants, animals and the land supporting the
development of positive attitudes and values in line with sustainable practices
Procedure-
1. How to manage your emission.
2. How to cut energy waste and find areas for improvement.
3. How to use bio degradable products to keep the environment safe.
4. How to move towards zero waste.
5. What are the other new products which are safe to use.
6. How to follow 3Rs rule and use the natural resources in a good way.
7. How to find the areas for the improvement.
8. Making sustainability integral to teaching, learning and support services activities;
Requirements to teach the staff- The staff should be taught the value of keeping
environment safe. They should be encouraged to use environmentally friendly products.
Proper delegate the tasks to the staff and there should at least one responsible person in
each group. Review the policy and distribute new ideas among staff.
Policy and its effectiveness-The effectiveness of this policy will be monitored and
evaluated by the manager and the supervisor at the end of every week to ensure that staff is
acting upon the policy and it is working. The feedbacks from the customers can also be
helpful to measure the effectiveness of the policy. Checking purchasing list by daily basis is
also a way of monitoring this policy.
To whom this policy will be made available and how/ where :This policy will be made
available to all the staff members of front of the house and the kitchen staff. This policy will
be sent to all the staff via email and the customer can have access to this policy via notice
board as the print of the policy will be posted there.

Task 4:

Communicate policy changes to colleagues

Date:21/07/2021
TO,
The All staff Members,
Acumen Restaurant.

Sub: - policy changes in Reservation, staff training, menu modification,

environmental
Sustainability

Dear staff,

Greetings of the day!

I am writing this email to inform you all about the recent changes which has been done in
different Acumen restaurant policy which includes
1. Booking and reservation
2. Staff training
3. Menu modification
4. Environmental sustainability

The updated documents are stored at our common share point with access to all staff
members. We will also be arranging a training session in the coming weeks to share
understanding with all along with expectation from staff in the form of policy adherence Our
customer reference policy has also been uploaded on the restaurant website.
With this request everyone to help in following the policy and making the organization a best
to work with.
Thanks & Regards,
Position: Chef
Acumen Restaurant.

Assessment 3-

Task 1 Customer Service Evaluation Report

Appendix D

Customer service evaluation report

Name and ID of evaluator:

Date:
Service period no. 01

What worked well?

1.How to take booking and what information is required.
2. Ensure that the manager and the supervisors are using new procedure checklist.
3. How to pick a menu that suits your business and set price of the dishes
4. How to cut energy waste and find areas for improvement.
What was the customer feedback you received?

The customers were happy with the new menu as there is variety of dishes from different
countries. But some of the customers gave negative feedback about the booking as the staff
wrote down some wrong information.
What needs improvement to change?

Booking and reservation policy needs to be changed as customers gave some negative
feedbacks about booking.
How will policy and procedure have to be changed?

To make changes in the policy, the staff will be trained in more effective way and the
supervisors will check all the details until the training session is going on.
Appendix D
Customer service evaluation report

Customer service evaluation report

Name and ID of evaluator:

Service period no: 02 Date:
What worked well?

1. How to ask standard questions to the customers.

2. Staff onboarding before one day
3. How to make efforts and identifying requirements of the menu
4. How to use bio degradable products to keep the environment safe
What was the customer feedback you received?
The customers were happy with the policy to keep the environment safe. Some customer
gave feedback that they need more verities in the menu.
What needs improvements to change?

There is a need to make changes in the menu modification policy.

How will policy and procedure have to be changed?

There should be a range of cuisine so that the customers can enjoy the food that they
wish to have from our restaurant.

Appendix D
Customer service evaluation report

Customer service evaluation report

Name and ID of evaluator:

Service period no: 03 Date:
What worked well?

1. How to take reservation details.

2. Provide training about the topics
3. How to search in the market that what type of food at the top and change according to
that.
4. How to move towards zero waste.
What was the customer feedback you received?

They gave good feedback about the booking and reservation policy as it was working well.
But some people said that the staff was unable to explain the menu as they were new
members.
What needs improvements to change?

Staff training policy should be changed.

How will policy and procedure have to be changed?

Specific changes will be brought in the current policy and the staff will be trained in more
effective way.
Appendix D
Customer service evaluation report

Customer service evaluation report

Name and ID of evaluator:

Service period no: 04 Date:
What worked well?

1. How to answer the calls.

2. Keeping employee records.
3. Decide how many starts and main course food should be there.
4. How to follow 3Rs rule and use the natural resources in a good way.

What was the customer feedback you received?

The customers were glad to have a range of food and with the effective service from the
staff. But they gave feedbacks that energy should be saved in order to keep environment
safe.
What needs improvements to change?

Environmental sustainability policy needs to be changed.

How will policy and procedure have to be changed?

Some new rules will be implemented and the supervisors will ensure that the staff is
helping keep the environment clean and safe by following the policies.
Customer service policy of
Acumen Restaurant
(Revised)
Booking and Reservation
Name-The name of the policy is booking and reservation.
Aim- To ensure customer reservations in person or by electronic means are handled in a
professional and efficient manner.
Included- This policy includes how to take bookings and making sure that the customers are
satisfied about what they booked from the restaurant. Booking and reservation method,
payment policies, set menus, cancellations of booking etc. are included in this policy.
Procedure-
1. How to answer the calls.
2. How to take booking and what information is required.
3. What information is need to be written down and how to deliver to staff.
4. How to ask standard questions to the customers.
5. How to take reservation details.
6.checking availability
7. Returning to the call and confirming the details and say goodbye.
8.Maintain Reservation record
Requirements to train staff- Train the staff to ensure customer privacy. Make sure that the
staff is following the procedure and not missing any booking. Teach them to repeat the
details and contact information about the booking. Teach them the way to use modern
technology for taking bookings. The staff is required to be taught to avoid overbooking and
verifying reservation time and other details.
policy and its effectiveness-The effectiveness of this policy will be monitored and
evaluated by the manager and the supervisor at the end of every week to ensure that staff is
acting upon the policy and it is working. The feedbacks from the customers can also be
helpful to measure the effectiveness of the policy.
To whom this policy will be made available and how/ where :This policy will be made
available to all the staff members of front of the house and the kitchen staff. This policy will
be sent to all the staff via email and the customer can have access to this policy via notice
board as the print of the policy will be posted there.
What needs improvement to change?
Booking and reservation policy needs to be changed as customers gave some negative
feedbacks about booking.

How will policy and procedure have to be changed?

To make changes in the policy, the staff will be trained in more effective way and the
supervisors will check all the details until the training session is going on.

Staff training
Name- The name of the policy is staff training.
Aim- To provide a framework for training and development that ensures staff have
necessary competencies to deliver on Acumen Restaurant’s strategic and operational plans
Included- Acumen Restaurant recognises the importance of having a skilled workforce in
order to achieve strategic and operational plans and is committed to providing an
environment that is conducive to effective performance and promotes training and
development opportunities for all staff. This policy relates to the Training and Development
of all Acumen Restaurant staff.
Procedure-
1. Establish your new employee procedure beforehand.
2. Ensure that the manager and the supervisors are using new procedure checklist.
3. Staff onboarding before one day.
4. Including onboarding best practices to the procedure.
5. Provide training about the topics.
6.Testing
7. Evaluation
8. Keeping employee records.
Requirements to teach the staff- Teach the staff the way of using modern technology and
teach them to work according to the policy that is implemented. They also need to teach how
to represent their business to their customers.
Policy and its effectiveness-The effectiveness of this policy will be monitored and
evaluated by the manager and the supervisor at the end of every week to ensure that staff is
acting upon the policy and it is working. . The feedbacks from the customers can also be
helpful to measure the effectiveness of the policy.
To whom this policy will be made available and how/ where :
This is for staff only. It will be available in Compendium, cabinet accessible by all staff.
What needs improvements to change?
There is a need to make changes in the menu modification policy.

How will policy and procedure have to be changed?

There should be a range of cuisine so that the customers can enjoy the food that they wish
to have from our restaurant

Menu Modifications
Name- The name of the policy is menu modification.
Aim- This is for staff only. It will be available in Compendium, cabinet accessible by all staff.
Included- In this policy, it is included that how to modify the menu and which new dishes are
required to be introduced. This also includes that how the menu can be designed in a way
that attract the customers. Costing of the dishes is also a part of this policy. Proper size of
the dish, combination of dessert, starters and main course is also included in this policy.
Procedure-
1. How to make efforts and identifying requirements of the menu.
2. How to pick a menu that suits your business and set price of the dishes.
3. Keeping in mind what the customers want in the menu and make sure that there is a
combination of diversity.
4. Looking at the menu of your competitors.
5. Know your quality requirements, and operations.
6. How to search in the market that what type of food at the top and change according to
that.
7. Decide how many starts and main course food should be there.
8. Consider devoting a couple of hours on a weekend or evening to cook and prepare
ingredients for meals for the week. 
Requirements to teach the staff- There is a need to teach them to explain the menu to the
customers in easy way. Show the customers what is new in the menu and explain the
method of preparing of the new dishes if required. if there is diversity in menu, try to hire staff
from different background.
Policy and its effectiveness-The effectiveness of this policy will be monitored and
evaluated by the manager and the supervisor at the end of every week to ensure that staff is
acting upon the policy and it is working. The feedbacks from the customers can also be
helpful to measure the effectiveness of the policy
To whom this policy will be made available and how/ where -This policy will be made
available to all the staff members of front of the house and the kitchen staff. This policy will
be sent to all the staff via email and the customer can have access to this policy via notice
board as the print of the policy will be posted there.
What needs improvements to change?
Staff training policy should be changed.

How will policy and procedure have to be changed?

Specific changes will be brought in the current policy and the staff will be trained in more
effective way

Environmental Sustainability
Name- The name of the policy is environmental sustainability.
Aim- This Environmental Sustainability Policy aims to integrate a philosophy of sustainable
development into all the Acumen Restaurant’s activities and to establish and promote sound
environmental practice in our operations.
Included- Acumen Restaurant is committed to:

 Promoting respect for, and an appreciation of, the natural environment among all at the
service

 Fostering children’s capacity to understand and respect the natural environment, and

 the Interdependence between people, plants, animals and the land supporting the
development of positive attitudes and values in line with sustainable practices
Procedure-
1. How to manage your emission.
2. How to cut energy waste and find areas for improvement.
3. How to use bio degradable products to keep the environment safe.
4. How to move towards zero waste.
5. What are the other new products which are safe to use.
6. How to follow 3Rs rule and use the natural resources in a good way.
7. How to find the areas for the improvement.
8. Making sustainability integral to teaching, learning and support services activities;
Requirements to teach the staff- The staff should be taught the value of keeping
environment safe. They should be encouraged to use environmentally friendly products.
Proper delegate the tasks to the staff and there should at least one responsible person in
each group. Review the policy and distribute new ideas among staff.
Policy and its effectiveness-The effectiveness of this policy will be monitored and
evaluated by the manager and the supervisor at the end of every week to ensure that staff is
acting upon the policy and it is working. The feedbacks from the customers can also be
helpful to measure the effectiveness of the policy. Checking purchasing list by daily basis is
also a way of monitoring this policy.
To whom this policy will be made available and how/ where :This policy will be made
available to all the staff members of front of the house and the kitchen staff. This policy will
be sent to all the staff via email and the customer can have access to this policy via notice
board as the print of the policy will be posted there.
What needs improvements to change?
Environmental sustainability policy needs to be changed.

How will policy and procedure have to be changed?

Some new rules will be implemented and the supervisors will ensure that the staff is helping
keep the environment clean and safe by following the policies.