Customer Service Management In Mr. Wong’s : Hospitality Management

Introduction Of Hospitality Management

In today’s world, a proper and well-maintained business shows its good professionalism through its vast customer Hospitality Management. Now a company’s ups and down depends upon customer’s responses. Therefore, Mr. Wong’s have to maintain its responsibility on its customers ( 2014). A high quality customer service needs the potentiality to impress the customers by providing them with their liking products, enhance the customer relationships, a good response at their emergency time and take the whole liability to solve the problem if any compliant has charged against them. Therefore, the service provided by Mr. Wong’s should show their ability through their performances ( 2014).

Task 1

Importance of professional service standards

Professionalism is the ultimate in any field of work. Act with honesty is very essential in highly professional service standards. It is one of the main issues of hospitality. This hospitality is also very important in restaurant business (Roggeveen et al. 2012). It is very significant in this field to provide a high standard of service by Mr. Wong’s. Another main thing is to maintain the good quality in foods. The providers have to gain the trust of the customers. Both the providers and the customers concerned above each other with respect. The management should take the total accountability of the customers (Costantino et al. 2009). The positive qualities and roles of a service manager are always very essential to build service excellence in the organisation:

Ability to inspire: service managers are often seen as a role model to the subordinate employees. So their energy levels are quite helpful to inspire the employees in a positive manner (Ogawa, 2012).

Set of values: These qualities and attitudes fulfil the understanding and underlying values and ethics of the service managers. These set of principles are supportive to the employees of Mr. Wong’s to increase and empower their ability.

Communication: This can happen internally and externally (Costantino et al. 2009). Again, an effective communication is the facilitating issue that encourages the employees and the subordinates of the managers.

Overcome obstacles: Success and failures are measured as interrelated terms and opinions and complementary to each other. The service manager is the personality who trains and guides the employees to overcome the existing employees and learn from those issues.

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Customer Service: Mr Wong’s restaurant is service organisation dealing in the Sydney competitive environmental segment. The managers of the organisation need to be allocating the strategies to meet the customer expectation and perception. More the operation of the organisation can be able to meet the demands and the quality criteria off the customers, Mr Wong’s restaurants chain will have customers that are more loyal. The managers must also act as strategic leaders and ‘role models’ to motivate employees to enhance their performance level.

Industry Knowledge: in the contemporary market of the globalised and the cultural diversified market the managers of the Mr Wong’s restaurant is requiring of the proper knowledge of the market. This will help the organisation to allocate strategies regarding the food standards and requirement.

Q1.Are the current services of Mr. Wong’s restaurant meeting your expectations?

Table 1: Customers’ feedback on current services of restaurant

Options Number of respondents % Total respondents
Strongly Agree 15 50 30
Agree 5 16.67 30
Neutral 7 30
Disagree 3 10 30


Hospitality Management

Figure 1: Customers’ feedback on current services of restaurant


Customers’ feedback is very important in customer service management in Mr. Wong’s. Not only has the quality of the food, the decoration of the restaurant also attracted the customers. The total infrastructure impresses the customers (Demirkan et al. 2011). The specialities of the food, the good service, the ambience attract the customers in a large way. The majority of the respondents are favouring the service offered by the organisation, therefore, my colleagues and me will get motivated to provide more quality of the service.

Q2.  Do you want to visit this restaurant again?

After getting Mr. Wrong’s newly opened restaurant the Sydney Morning Herald Good Food Awards gradually it is increasing its service quality. The 240-seated restaurants are one of the largest in the northern end of Sydney. The service is extremely with high quality (Namkung et al. 2007).

Options Number of respondents % Total respondents
Strongly Agree 12 50 30
Agree 8 16.67 30
Neutral 6 30
Disagree 4 10 30

Figure 2: Customer feedback survey


Hospitality Management

Figure 3: Customer loyalty survey

We will be supporting the loyal customers better to retain them and earn the recurring rate of profit, as well as the word of mouth promotion of them, will help our organisation to get increased rate of the customers.

Q3. In which sector the organisation requires to focus more?

Options Number of respondents % Total respondents
Food quality 15 50 30
Front end services 5 16.67 30
After sales services 7 30


Figure 4: Developement survey

(Source: Connell et al. 2008)


The total administration of Mr. Wong’s is satisfactory. The total food quality, the services satisfy the customers. The marketing is also good. The client and the management relation are very friendly. The after sales service of the restaurant is pleasing (Connell et al. 2008). It regularly contact with the customers, let them know about all new up to dates of the food items, about any plans or sales. Therefore, the after sales service is quite fine.

Task 2

2.1 Procedures for implementing Quality service provisions:

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Offering an esteem and sound quality of customer service is a key to any company success. This is because the good quality service satisfies the customers and the customer satisfaction helps to flourish the business (Kinni, 2011). Marketing of new food items may attract the new customers, but the first-class quality service will preserve them in long term. For that reason, maintaining clients is vital as a part of the customer service management. This well builds up quality service helps to grow a good relation between the management and the customers of. For implementing quality service provisions it is not that systems and standards only important, working with efficient and loyal people are also very significant (Connell et al. 2008). The managers of the Mr Wong’s restaurant should be effective enough to implement the information gathered from the various sectors. Firstly they needs to recognise and manage the process of the food preparation and serving of the products to the customers in the outlet. Adopting new strategies to attract the customers, benefits of the cash must be increased, set the priority of the objectives as per the business criteria, leadership techniques should be utilised in terms of the mitigation of risks.

Strict quality checks: this will help Mr Wong’s restaurant in terms of the maintaining the food standards and allocating the best service delivery process.

Customer relationship management: proper CRM technique will help Mr Wong’s restaurant in terms of getting the best possible rate of the customer expectation and perception. Satisfaction of the customers can be improved.

Use ICT to communicate the information to the staff members: ICT (Integrated communication technique) improves the customer communication. Moreover the organisation needs to have the proper allocation of the techniques like the emails, website post, social media content, shared services will develop the interaction regarding the achievement of the customer requirements.

2.2 Environmental changes and quality service strategies

Any business must have the capability to study and modify things based on internal and external environmental issues that may harm its performance. The perfect procedure to examine the both this environmental strategy is the way out to a successful industry or company (Schwaab, 2011).

The internal changes are:

Change of management is one of the main internal issues. Change of Employee spirits is another internal matter that affects the management directly. Tradition may internally change. Internal changes are factors to control by the organisational management. The internal elements prone to change are mainly the stakeholders- the customers, Australian goverment and their acts policies and the shareholders that are not under control of Mr. Wong’s (Schwaab, 2011).


The external changes are:

Change of financial system is major external issue for Mr Wong’s restaurant. Hard competition is also a big external issue that directly affects. Political issues cause external problems sometimes. Therefore, the business management should always have to be cautious about what is happening in the society (Kinni, 2011). Sometimes organisation itself can totally change by any external forces. External elements are the issues related to political, economical, social, technological, logical and environmental elements affecting the business of Mr. Wong’s.


Figure 5: Environmental changes affecting Mr. Wong’s

(Source: Kinni, 2011)


Incorporating the identified changes in the quality service strategies:

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Performance indicators can be the best possible criteria of getting the best performance from the employees. The employees will try to work as per the benchmark set by the management. Moreover, this technique will help in implementing the best possible appraisal criteria. Mr Wong’s restaurant employees are required off integrated rate of the service delivery.

Compatibility: Mr Wong’s restaurant can be able to set the criteria of the sustainability and growth by the mean of the allocation of the strategies regarding the external and internal operational change. Rather the competition of the globalised food retail chain can be dealt with good compatibility. They will be facing the challenge from the McDonalds and KFC in the globalised market.

Task 3

Team management by training employee

Good and well skilled employees are the main criteria for any high-class restaurants. Therefore, the well-trained employees are very essential (Salanova et al. 2005). A highly trained and well-behaved professional employee can attract a lot many customers. Besides, it increases the reputation of the so-called restaurant. The management of the Mr Wong’s restaurant adopted certain training policy to get the best possible service of the employees;

Figure 1: Training programs and skills

(Source: created by the author)

Teamwork skills

To achieve the organisational goal unity of teamwork is pivotal. Teamwork is a process for the staffs of Mr. Wong’s that practices collaboration, communication and control to create a grand food and service (Evenson, 2012). A flawless work of a well-organized team makes happy and long termed customers. In any problem, a team can take a good deal with the customers. The team members should also have the right to express any new ideas, plans regarding customer service that will be very innovative and creative.

Development of customer service practices

In a production house if all the services, judgments and the criticism focus on customers’ feedback, the customer service management would be outstanding. If Mr. Wong’s satisfies the requirements and expectations of the clients, it would be a grand success for them. Again, the employees have to ask questions to customers and gather their answers. Customers’ desire and hopes are also vital issues in this service. Maintaining glad employees is a great challenge to any business-oriented organisations (Stephens et al. 2006). Another sensitive issue regarding this customer service is to deal very soberly with the complicated customers (Suter et al. 2009).

Seeking ongoing feedback of staff

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The staff should always be very careful and responsible. The management of Mr. Wong’s always have to be very alert with each staff’s activities. They should well aware about all staffs’ feedback report. Each staff must give self-assessment feedback (Evenson, 2012). For the full time staffs annual review must processed which improves the staff quality. All the workers of all the ranks frequently ask for the feedback and take it as a vital segment of their growth.

Cross cultural training: most feasible training techniques that will help in terms of mitigating the diversification of the backgrounds of the employees. They will be more effective in terms of communicating with other employees and they can be able to improve the efficiency of service delivery.     

Soft skills training: this type of training will help the employees of Mr. Wong’s to develop the communication skills and supportive skills in terms of the meeting the customer queries. Moreover the skills will help the Mr. Wong’s customers to get more satisfied.

Task 4

Monitoring customer service

Monitoring an employee’s connection with the client is one of the major issues to reach to the ultimate goal of the customer service. A regular basis inspection gives the opportunity for the worker to talk about confronts and plans for dealing with the difficult situations. Moreover, the feedback from the visitors clearly shows the employee’s performance in Mr. Wong’s. In today’s environment, which wrap with competition, quality of customer service raises the customer trustworthiness (Lientz, 2009). For the good customer service, monitoring the service is very essential. Through monitory interaction, the customer service should listen to the customers minutely.

Figure 2: Further monitoring policy

(Source: created by author)


Balance score card: is one of the most important performance measurement and control tool that will help Mr. Wong’s business monitoring policy. The system will monitor the policy by the mean of the quantitative measure on the growth rate of Mr. Wong’s market share, the efficiency of the business processes or the food process and the delivery process will be requiring of the development or modification. The customers are also approached for the feedback regarding the products and match up of the expectation and perception. The feasibility of the decisions regarding the finance and the application of the return and profitability measures will help Mr. Wong’s business management.

Task 5

Service trends and change process affecting service delivery:

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The hospitality industry is a constantly changing sector that faces alteration every moment. These changes affect the industry either in a positive sense or in a negative aspect. These change process also sometimes considered, as a threat to the hospitality organisation as Mr. Wong’s that cannot cope up with the change process and lands themselves in a dangerous and unsustainable situation in the competitive market (Lientz, 2009). In the recent years, the hospitality industry in Australia is going through some hazardous change process that categorises themselves into technological advancements, threat of newer competitors and entrance of intermediaries in the business scenario.

Understanding the customers according to their requirements makes the change process more effective among the organisation. In the hospitality industry, the authorities are always in need to develop customer loyalty and customer retention services. Creating a sustainable value based sustainable opportunities for the customers, makes the organisation cope with the change process in a long-term existing manner. Mr. Wong’s can also introduce unique services with other plans. This plan considers ‘marketing to one policy’ and works in the micro stage for greater customer loyalty between the change process and competitive market.

Often delivering the customers more personalized services creates better customer retention. Before this flow of changing trends introduced to the hospitality industry in Australia, personalized services system considers as an old manner. However, in the recent trend, as it deals with ‘marketing to one policy’, the personalized service system facilitates the concentration to each individual (Edgell et al. 2008). This policy also facilitates the profits in the business and makes it easy to implement innovative ideas and services suitable with the trend of change process. Another effective and sustainable process that helps in exist in the continuous change process is the brand value of the hospitality organisation.

Growing the revenue planning and making assessments for the future also facilitates Mr. Wong’s with increased demand of services among the customers (Edgell et al. 2008).  Revenue planning is a long-term effective process that delivers values required to manage the business of the hospitality organisation. Revenue and profit planning also offers added information about the market that collected in market surveys (Rai and Rai, 2009). This assessment also gives a proper planning to investment, profitability and future needs for innovations in the business situation ( 2014).

The change process and trend of the process affects the service standards of Mr. Wong’s. Service standard is the performance managed the hospitality organisation, Mr. Wong’s. Service standards supports two aspect simultaneously- one, it manages the personnel in a trained and professional manner; and two, it updates their customers about the services in a professional note.

Both of the aspects mentioned above should be complete when they meet with the effective characteristics needed to complete service standards. Service standard is always a measurable element that is not absurd to achieve by Mr. Wong’s and are linked with the activities of the organisation (Suter et al. 2009). Again, the standard requires a realistic planning to carry out with the business objectives and satisfy the customers. Effective communication is another important issue that help to maintain the services in a professional manner and thus creating brand loyalty (Rai and Rai, 2009).

KPI’s in hospitality affecting the services:

Key performance indicators in the hospitality services affect the business trend in many ways (Marr, 2012). In addition, these main elements manage and make the hospitality organsiation more developing. KPI in Mr. Wong’s are mentioned below-

Personnel: Personnel or staffs are an important indicator that measures performance of Mr. Wong’s. It is calculated by methods like total labour cost by the organisation, total labour hours that the personnel are working in the organisation, turnover of the labours against the organisation, rate of employment and unemployment as well (Zhai and Zhou, 2010).

Kitchen management: This indicator measures every cost made in the kitchen to make thye organisation run each day (Marr, 2012).

Sales management: This indicator manages every sales made by Mr. Wong’s and the sales and promotional process that increases revenues. Therefore, this indicator calculates frequency of sales and services, sales per head and per day and online and offline promotional cost (Zhai and Zhou, 2010).

The other indicators that affect performance of Mr. Wong’s are sales management of the banquet performance and sales and booking, gross and net profits made by the hospitality organisation and the stock value and stock turnover that affect Mr. Wong’s performance and services offered to their customers (Marr, 2012).

Regulatory bodies affecting hospitality services:

Regulatory and legal aspects are a positive effect affecting Australian hospitality services. It not only is profitable to the hospitality industry, the acts and regulations also proved beneficial to the consumers also. As for example, there are not a free selling and consuming of liquor in Australia. The act prevented by ‘The Liquor Control Act, 1987’ ( 2014).

Many organisations use to control the policies of the food standards and the allocation of the food standards and limit all the quality degradation measures. REGULATORY BODIES such as Australian Native Food Industry, Australian Native Food Industry Limited (ANFIL), Codex – international food standards, Department of Agriculture, Fisheries, Forestry, and Department of Agriculture can regulate the policies of the organisations. Exporting food and Food Standards Australia New Zealand are another controlling bodies. Oz Food Net and Department of Health are the most common bodies in the Australian based area to measure and control the food industry players.

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Any organisation violating the act penalizes and is responsible for behaving against the institution. There are also certain norms of limited liquor license and accessing the licences. Another example of supportive regulatory bodies is ‘The Food Act’. This act also includes the health act useful to make effective application of food act ( 2014). Food safety, serving of regional food preparations, percentage of preservatives and additives used to prepare a dish and obviously, hygiene comes under this act. To manufacture and prepare and safe and healthy dish in front of the customers is code of conduct in the act.


The above study focuses upon the customer service management applied in the hospitality organisation Mr. Wong’s, based in Australia. To estimate the service quality satisfying the customers the lesson aims towards customer feedback and customer loyalty that it provided to the clients. For assessing this, the study also encompasses the various environmental factor that is affecting Mr. Wong’s. This includes external and internal element estimation. After this, the study directs towards several policies used to measure customer feedback and the useful changes that is effective to make the trend sustainable in the competitive business situation.