The aims of this report are to reveal my achievement, difference experiences, and other events at my organisation during the nine month work placement. One of the famous hotels in central London which has been an extremely interesting history since 1907 is Strand Palace Hotel. It is easy to access around London popular places such as Trafalgar Square, Convert Garden, Charing Cross, London Eyes and so on. For tourists and foreigners, it is the perfect and easy going address and for international companies and business people, it can save their time, make them comfortable due to their incredible customer service in city area. I am a breakfast Food and Beverage assistant in Strand Palace Hotel. My responsibilities are directly report to our supervisor about complaint or special events, train new staffs on serving customer with going to extra mile, preparing coffee and tea for the guest, to be sure all of the equipment in the restaurant are proper storage and security of monies, reset the table for Lunch and dinner, participate in monthly training.
My experience
Hostess position Firstly, I got a promotion as a hostess position at the hotel’ Curvery restaurant in breakfast session. After promotion, I have more responsibilities to check the customers’ keys cards to make sure full English breakfast inclusive or not. If not, we have to charge in their room or ask them pay by card or cash. Seating the customer is not that much easy between 6:30 to 10:30 at breakfast because we have normally 700 to 800 customers every day. Although Strand Palace Hotel has not only Curvery restaurant which is serving breakfast but also Johnson restaurant as well; everyday we face long queue problem. On the other hand, customers are waiting for having buffet in morning time that is not nice but we can’t manage it until now. From that experience, I have learnt that to get customers’ satisfactions is not that much easier even though we always try the best.
Lunch experience That day was my first time lunch time working experience in Curvery restaurant. Even though, my supervisor explained to me everything about menu, set menu, soup of the day and chef special main course, I was so excited and worry because lunch is more focus on customer service than breakfast buffet style. The customers give their comment on comment cards or online feedback about our service. If you got guests’ good feedback, you will win a smart card winner award for that month. The price will be one night stay at hotel with free lunch plus £20 vouchers and it forces staffs to concentrate on their duty and responsibility effectively.
Meeting with General Manager
As highly labour turnover in Strand Palace hotel, general manager announced to every departments to speak with all staffs (no manager, no supervisor). The meeting set for food and beverage department on 23/05/20011. In that meeting, the GM said that all staff could speak out what their problems, what they need, their dissatisfaction, any difficulties within their department such as not enough equipment, working shift problems and so on. From my point of view, this meeting got an approval of internal customers’ motivation. After two days later of meeting, there were some changes between every department such as extra equipment which we do need and fixed the flexible working hours. One of the good news for the staff was they has raised the salary for food and beverage assistant from £7.25 to £7.50 on 6/06/2011. The final result was some people have changed their mind of moving to other jobs.