Reflective Report Essay Example

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Reflection Report 7

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Restaurant owners and attendants need to pay close attention to the customer and also to the food and services they are offering for them to ensure that they have repeat visitors. The customer service and sales skills possessed by the attendants and the quality of the products being provided seem to be a major determinant of the number of customers that a restaurant may receive (Griffin 2012). In instances when the quality is low and there is a lack of customer service people may tend to move to other restaurants where they feel they are appreciated. Menu lists also play a vital role in success of restaurants. Menu list ought to display clearly the food and beverages offered and their respective prices. Restaurants should also aim at offering a wide range of food and beverages so as to offer customers with a wide range to choose from.


Customer service and sales

There exist a number of attributes that professional food and beverage attendant should have and they include but are not limited to excellent customer service, customer friendly, good communication skills, proactive, ability to work with others, reliable and honest and good personal hygiene (Barrows, Powers & Powers 2009).

Based on the above attributes the attendant was not reliable since they did not deliver the food on time. I stayed for a long time before being served and thus they seemed to lack the reliability attribute in them (Griffin 2012). Based on this the attendant needed to change on this, since most customers require reliable services and when it is not offered they are less lily to visit the restaurant again. Despite this the attendant had very good communication skills and she even apologized for the time that I was kept waiting. The attendant also used words such as sorry, please and thank you and through these words I felt that I was appreciated (Griffin 2012).

The attendant also had a high level of personal hygiene. In most restaurants and other food joints the attendants seem to be the first line of defence or at times the cause of the necessity to defend. Attendants must ensure that food is not contaminated. Based on the fact that the attendants demonstrated good personal hygiene the food and beverage they served were less prone to contamination (Prideaux, Moscardo & Laws 2005). The attendant also demonstrated good communication skills. Communication is commonly termed as being the most important attribute that is needed in the hospitality industry. Through better communication skills the attendant was able to share information, collaborate and cooperate with other attendants and customers. Also based on the communication skills the attendant was able to understand and interact with all the guests who were in the restaurant irrespective of the fact that there were from different cultures (Prideaux, Moscardo & Laws 2005). The attendant was also customer friendly. This is also seen as an essential aspect in quality customer service. The attendant spoke in a friendly manner and even asked if I wanted anything else. She didn’t have a gloomy face as compared to other restaurants where the attendants were not friendly and at the time I had opted to leave.

The food and beverage attendants also possessed skills and knowledge which demonstrated that they were professional in their duties. One of the major skills that the attendants demonstrated was actively listening (Barrows, Powers & Powers 2009). The attendant paid full attention to what I was saying and this ensured the delivery of better service. The attendant also had a persuasion skill in that in instances when I asked for an item that was not on their menu the attendant offered me an alternative.

The attendants also employed various aspects which ensured that there was a better quality of customer service. A major aspect that the attendants demonstrated was responsiveness (ENZ 2010). The attendants were ruling to assist me and at the same time offering prompt service. Through responsiveness the attendant demonstrated quality customer care since I felt appreciated and was more willing to return to the restaurant at a later date. Another aspect that the attendant demonstrated was empathy. The attendant demonstrated a high degree of caring and they provided individual attention to me. Another skill that seems essential for quality customer service is assurance. The attendant dominated this by being courteous to their customers and thus they were able to convey confidence and trust (Barrows, Powers & Powers 2009). The attendants also provided services assertively and they did this by the use of positive communication techniques. The attendants also described their foods and beverages in an accurate manner and thus as a customer I received had I had ordered for.

The attendant was also tactical in her selling since she asked me if I would take an appetizer before took the meal that I has ordered for and in the end I ended up spending more than I had planned for. Through this the attendant demonstrated her up selling tactic. After making the order the attendant did not leave, instead he offered me a list of other drinks that they have and their benefits to ones health. If he had left immediately I would just have bought the normal drink. The attendant offered me with something that seemed to be nicer and at the same time a little more expensive that the drink that I has requested for (ENZ 2010). Through this the attendant demonstrated his salesperson’s tactics.


The menu at the restaurant also offered me with a wide range of food to choose from. Restaurants need to have menus that offer their customers a wide range of food as well as beverages to choose from. The pricing was seemed to be considerate since they used to charge based on the food that was offered. The menu list at the restaurant also offered me with various dietary requirements (ENZ 2010). I was able to choose the kind of food I wanted based on their nutrition. The menu list also had the choice of meal that I wanted to take. Prior to eating my meal I was also offered an appetizer and this went a long in making me feel comfortable.

Based on the beverages at the restaurant they have a number of options that were available. For example their drinks were of different flavours and colours. This seemed to be essential since I had a wide range of drinks and flavours to choose from. I had the option of choosing mango, pineapple or strawberry flavours. In terms of the size I also had to choose the drinks that I felt comfortable with. For the beverage I was also offered with various options it was to take soya, coffee or tea. Based on the many varieties that the attendant provided I had the option of choosing any of them (Griffin 2012).


Based on the above reflection there seem to be certain aspects that the restaurants need to change so as to ensure the delivery of better services to the customers. The restaurant needs to change so as to ensure that they are reliable. This can be done by ensuring that the needs of the customers are correctly identified and that they are delivered within a short time limit this will assist in improving their customer service. All the other aspects such as up selling, good communication skills, personal hygiene, persuasiveness needs to be upheld.


Barrows, C. W., Powers, T. F., & Powers, T. F 2009, Introduction to management in the hospitality industry. Hoboken, N.J., John Wiley & Sons.

ENZ, C. A 2010, Hospitality strategic management concepts and cases. Hoboken, N.J., John Wiley & Sons.

Griffin, R 2012, Management: principles and practices. Southwestern, Cengage Learning.

Prideaux, B., Moscardo, G., & Laws, E 2005, Managing tourism and hospitality services: theory and international application. Cambridge, MA, CABI Publishing.