2.3- How hospitality and catering provisions meet customers requirements Flashcards
what may leisure customers visit a residential establishment for?
- holiday
- tourism
- sports activities
- eating
What is meant by a business
a company that is smaller than a corporate
what is meant by a corporate
a large business ran by a group of people
what may business customers visit a residential establishment for
meetings conferences trade shows staff training exhibitions
what might local residents visit a residential establishment for
to eat in the restaurant or use other facilities, unlikely to stay overnight
Leisure customer needs
- facilities such as pools, gym, a spa, sporting activities such as golf or pool
- touring info
-local maps
sightseeing info
Business or corporate customer needs
Pick up/ taxi from the airport Business centre or lounge with IT facilities Fine dining options Conference rooms Financial newspapers and magazines
Local resident needs
access to facilities such as pool, gym, sporting activities, spa
ability to book a table for lunch or dinner only
Why is customer satisfaction (e.g staff being friendly and approachable) crucial in running a successful business
- Customers will feel more welcomed making them more likely to visit again
Examples of customers expectations
- is it a value for money
- is it reliable, will the service be as promised?
- Will people be given help and advice when needed?
- Is the information accurate? Will people get what they asked for?
- Is the hospital safe, will people be at risk?
- Will complaints be dealt with correctly?
Current customer trends and requirements
- using technology to order food for example
- wider variety of options on the menu such as vegan and vegetarian
- increased awareness of environmental issues
- menus offering healthier options, reliable allergy information
what is equality
being equal, especially in status, rights or opportunities
what is discrimination
the unjust treatment of people, especially on the grounds of race, age or sex
What is the equality act of 2010
protects customers from the direct discrimination on the basis of
- age
- disability
- gender reassignment
- pregnancy
- race, ethnicity
- religion or beliefs
- pregnancy or maternity, breastfeeding
- sex
- sexual orientation
What is the Consumer Protection Act 1987 do
The act gives you the right to claim compensation against the producer of a certain product if it caused damage death or personal injury
- Manufacturer are legally obliged to put certain information on products such as health and safety information on equipment which may be used by customers when eating out or staying in
