Essay
Hospitality Unit 3 - P1,M1
- Institution
- Pearson (PEARSON)
Pass Merit Criteria
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P1 – Explain the role of communication, presentation and teamwork in the provision of customerservice in hospitality.
Introduction
In this report I will be explaining the role of presentation, communication and teamwork in the provision
of customer service in Kaspas Croydon.
Communication
Communication is the imparting or exchanging of information by speaking, writing, or using some other
medium. The way in which employees communicate with customers has a big impact upon the level of
customer service that is provided. For example upon my visit to Kaspas Croydon the front of house
employee greeted me using a type of one way communication which was public address (“hello
madam”). This showed a great deal of politeness and made me feel welcomed both me and the
employee then went on to use a type of two way communication which was face-to-face verbal
communication. For example I returned the greeting back to the employee and proceeded to make my
order (“hi, could I please have...”). Greeting the employee back in this way also shows politeness and
positivity. The employee then repeated my order back to me and asked if I would like anything else to
which I then replied “No thank you, but could I have the strawberry sauce in my order replaced with
chocolate sauce?” The employee then said “yep, okay” and repeated my updated order back to me. By
repeating my order back to me he was able to confirm that he received the correct order and also made
me think about whether I was satisfied with my order. During our conversation there were a few
barriers which put a strain on our communication for example the sound of the passing traffic outside of
the restaurant. However we were able to overcome this barrier by speaking clearly and at a suitable
volume without shouting. Overall the way that the front of house employee communicated with me was
very good. Communication is very important in the provision of customer service as good
communication improves the overall experience for the customer. It also allows customers to feel
relaxed and welcome when purchasing from the business, which can lead to repeat purchases.
Presentation
The personal presentation and appearance of the staff in Kaspas Croydon is of a high standard, they all
wear a black uniform and are well groomed. In addition to this employees with long hair were wearing
hair nets and gloves to prevent contamination. This shows a great deal of hygiene and as a customer
seeing this will give me more confidence when purchasing from a hospitality business such as Kaspas
Croydon. The overall presentation of the working environment was also at a high standard as employees
can be seen wiping tables frequently and other work surfaces. This is important in the provision of
customer service as customers are aware of the hygiene level within the business and will therefore feel
more comfortable with purchasing from the business. In addition to this these customers will then also
tell others about this, which leads to a good reputation for the business as well as more customers. As
well as the interior the outside of the restaurant is also clean, clear and well presented. This is also
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