Assessment 1 Manage Quality Customer Service-

Assessment 1 Manage Quality Customer Service

Project

Task 1)

@Bangkok was established on this base of philosophy – Thai food, Thai taste for Thai people, and right in the middle of Thaitown. The partnership was formed among a young cook, a marketing expert, a graphic designer, and a singer. The restaurant is currently managed by Darase Kraykaew and Artit Krutrabiab who have been trained in many Thai restaurants in Sydney, and their great love of cooking.

Generally there are about 500 customers that enter the restaurant each week. A lot of them are regularly customers but there are always new customers every day. The restaurant has been well known for the great service and feel of being back in Thailand, as the customer service staff are very friendly and threat the customers like friends.

Organisational Chart

1. General Manager – she is the one that makes sure that the restaurant is running smoothly and that there are no very serious problems. The manager are responsible for the business performance of their restaurant, as well as maintaining high standards of food, service, and health and safety.

2. Supervisor – overlooks all staffs performances. Some of the Duties and Responsibilities are to:

To hit all financial targets.

To lead the team on each shift and ensure the company service standards are upheld.

Escort customers to their tables.

Explain how various menu items are prepared, describing ingredients and cooking methods.

Present menus to customers and answer questions about dishes and make recommendations.

Remove dishes and glasses from tables or counters, and take them to kitchen for cleaning.

Serve food and/or beverages to customers; prepare and serve specialty dishes at tables.

3. Head Waiter – As senior members of the food service staff, head waiters supervise, coordinate and train junior wait staff, such as bar porters and food stewards. Their food service duties include interacting with customers, answering questions, informing patrons of special menu items and keeping the dining area clean and organized.

4. Waiter – Waiters may perform the following tasks:

take restaurant reservations

set tables with clean linen or place mats, cutlery, crockery and glasses

welcome and seat customers and hand menus to them

talk to guests about the menu and drinks and recommend combinations

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talk to guests about the menu and drinks and recommend combinations

in some cases promote local produce and attractions to visitors from interstate and overseas

take customers’ orders and pass them to kitchen staff or bar attendants

serve food and drinks

carve meat

make up bills and present them to customers

handle money or credit cards

clear tables and return dishes and cutlery to kitchens.

5. Bar Staff – Bar staffs prepare and mix drinks, serving customers in the restaurant. they must provide great customer service and make sure that all customers get the drinks that they want.

Task 2)

At “At Bangkok” our vision is to create the best, branded, Thai good and eating catering company in Australia, to be recognised for providing great food, entertainment and fast, efficient friendly service.

Mission is to:

Provide the best service possible

Make sure all dishes meet the high quality standards

Never let a customer leave unhappy

Always take new opportunities to grow

Balanced Score Card

KRAs

Market share

Financial performance

Sales

Marketing

Research

development

KPIs

Profitability

Number of Sales

New Products Developed

Targets

Reach $1 Million sales by 2016.

Improve profitability by at least 10% each year

Develop a new product that meets the current market trends

Provide the same great quality across all products

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