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Case-food and beverage service

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Reference no: EM133043153

HOSPITALITY SCENARIO

You are the supervisor of the Food and Beverage Service Team and have just returned from your monthly management meeting.

Mr. McElm, the new General Manager (GM) has reviewed the Sales and Customer service history from the past 12 months and accordingly developed and set new targets to improve the organisation's customer service provisions and sales targets. 

The following aspects will need to be addressed in the F&B section:

CURRENT

TARGETED

EXAMPLE ONLY

The average per head spend currently sits at $23.00

EXAMPLE ONLY

 Increase average spend to $26.50

The feedback received per 5000 customers shows 250  (5%) customers were dissatisfied with product and service provisions

Improve product and service provisions pro-actively with a target of 98% within 9 months.

There have been 37 errors or discrepancies with customer accounts/wrong orders during the past 12 months which resulted in $3,950.00 of losses

Maximum discrepancies must not exceed $100.00 per month - F&B manager must be informed immediately

There have been 16 complaints related to cleanliness of glassware/crockery during the past 5 months

No complaints related to cleanliness of glassware/crockery are acceptable - procedures must be implemented to ensure this.

Based on the chosen scenario, create 3 KPIs to help you monitor and manage the department. 

Reference no: EM133043153

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