TASK CONDUSTED AN ASSESSMENT AND EVALUATION SERVICE EXCELLENCE

Company’s Name : D’COST Seafood

Address : Blok-M Square Level 5

Date of Observation : August 6th, 2011.

THE EXTENT TO WHICH COMPANIES ARE ALREADY APPLYING RATERS

POINTS	PRACTICAL FORM
REALIBILITIES	Employer’s are trained first before permitted to work in the restaurant.
ASSURANCE	Company told all employers to trust each other in order to company’s goal.
TANGIBLE	Standard grooming are applied.
EMPATHY	Company told all employers to keep an eye to the guest start from guest’s coming to the restaurant until they are going again (keeping guest’s satisfy and comfy).
RESPONSIVE	Fast response for all guest’s needs and complaints.

THE EXTENT TO WHICH COMPANY’S RATERS ARE ALREADY APPLIED

POINTS	PRACTICAL FORM
REALIBILITIES	Standard service, basic knowledge are applied.
ASSURANCE	Friendship grows between each other.
TANGIBLE	Very standard, even some of the employers are not well groomed.
EMPATHY	Very standard.
RESPONSIVE	Standard response and friendliness.

Food & Beverage Department

Deft	Enthusiastic	Friendly	Empathy
1. Easy to understand something. 2. Smart. 3. Fast service.	1. Passionate. 2. Cheerful.	1. Kind. 2. Polite use of language. 3. Interesting character. 4. Friendly.	1. Fast response. 2. Keeping guest’s satisfy and comfy.

What is wrong in the implementation of CARE (Cekatan, Antusias, Ramah, Empati) ?

Deft	Enthusiastic	Friendly	Empathy
1. Slow service, especially the kitchen staff.	1. Not so passionate about their job, they say it’s because they’re fasting. 2. Unexpressed emotions.	1. Short answer. 2. Not interesting character.	1. Don’t watch to every guest’s needs, like a broken fork. 2. Playing cellphones, shouting to other staff, and relaxing while working.

What can still be improved ?

Deft	Enthusiastic	Friendly	Empathy
1. Fasten their service, especially their kitchen staff. 2. Be more powered and a bit commanding.	1. Be more cheerful, no matter what the reason is. 2. Expressing more cheerful emotions.	1. Answering anything with a longer answer. 2. Supporting suggestion is recommended.	1. Do not play anything while working. 2. Stay stand by in whatever situation while working. 3. Keep an eye to the guests, in case they need something.