You are on page 1of 5

Services and Customer Management Group Assignment 2 Service script

Introduction: The script follows all the detail of the service that is provided by Dynasty restaurant Mysore. The script also discuss the service by which the customer is delighted and as well also provide the detail where the service level deviate from the customer’s expectation. Customer 1. Enters a restaurant. Host Waiters Servers Cleaners Cook

2.Greets customers, confirm needs, check for availability of the table according to the requirement. 3. Waits. 4.Directs the customer to the required table and notifies waiter of arrival. 5. Greets guests when they approach a table. 6. Sits on the chair. 7. Serves water, examines the salt and pepper shaker and provides menu, if needed help them in understanding the menu. 8. Give their orders. 9. Take orders and pass it on to the cook. 10. Prepares the food and gives it to the servers.

11. They set the table, bring plate and essentials and serve the ordered food to each of the guests. 12. Starts consuming food. 13. Does prebusssing. 14. They fill beverages and bread baskets and ask customers if they want anything else. 15. If they want something, they signal to waiters. 16. They come to the table and take orders and pass it again to the cook. 17. After consuming, they rise from the chair or they signal the waiters for finger bowls. 18. Brings finger bowls and then prepares check. 19. Signal the waiter when they would like to pay.

20. They bring the cheque 21. Customer pays bill to the waiter. 22. Brings back the receipt and thanks the guest. 23. Rise from the chair and begins to leave. 24. Thanks the customer and checks with them if their requirements have been met. 25. Leaves the restaurant. 26. Clears tables, cleans spills, and wipes down high chairs and boosters with clean bar towel. 27. Reset tables, maintaining tables and floor appearance, Inspects the table settings, assures everything is clean and aligned properly, assures the floor is clean around and under the tables.

Q1-What three parts of this script did “go smoothly” and conform to your expectations? Why? Explain your thinking. Host-2. Greets customers, confirm needs, check for availability of the table according to the requirement. Sometimes customers look themself and search in the restaurant whether there is any vacant table according to their group size and sometimes that create irritation in the mind of consumer about because the host did not provide any information about the vacant table. However, the customers feel good about the service at the restaurant when they get the information from the host of the restaurant about the vacant table when they reach in the restaurant. Waiters-7.Serves water examines the salt and pepper shaker and provides menu, if needed help them in understanding the menu. Here the waiters not only check whether all the required items as salt and pepper shaker and menu but also help the customers to understand the menu and help them to order the foods as per their requirements. Customer- 19. Signal the waiter when they would like to pay. Here after consuming the food at the restaurant as per their convenience, the customer himself indicate that want bill to pay rather than the host come and carry the bill to pay and don’t ask customers whether they would like to take anything else to eat.

Q2. What three parts of this script deviated from your expectations? Why? Explain your thinking. Customer- 3.Waits The customers do not feel good when they have to wait for a long time to get a table as per their group size and they feel irritate from the space that is available in the restaurant. Cook- 10.Prepares the food and gives it to the servers The customer’s expectations deviate to a low level when cook takes long time to prepare the orders and the customer have to wait for a long time to get the orders. Waiters - 16.They come to the table and take orders and pass it again to the cook The customer’s expectation also deviate to a low level when the waiter does not provide a good service and does not come and ask whether they need anything else.