Theoretical Approach To Customer Relationship In The Hospitality Industry Essay.

Management Steps in Ayers Rock Resort

Discuss About The Theoretical Approach Customer Relationship.

The progression of the hospitality industry is dependent on the understanding of the needs of the customers and the manner in which the organizations amend to the demand of the same. The identification of the various needs of the customers has helped the business is  the industry to bring in modification in the systems of the same which is based on the decision making and management attributes to bring in changes in the systems and processes.  On the other hand, the creation of employment of the staffs as per the expertise and the identification of the environmental factors faced by the business.

The report focuses on the different management steps that are undertaken by the organization, AYERS ROCK RESORT, and the manner in which the management of the organization is facilitated by the factors of employment of the skilled workforce and the identification of the environmental and the financial factors. It also exemplifies the risks that are associated with the processes that are undertaken by the business while functioning. The demonstration of the different factors of the management of the organization helps in the understanding the different aspects of the change that the organization might undertake to facilitate the change in the systems of the business.

I was  appointed as the bartender of AYERS ROCK RESORT where my main objective was to mix and serve drink to the patrons as per their preferences. The major functions that I am required to undertake as per my job description are being discussed in this section:

• Clean bars, work areas, and tables.
• Take customer orders.
• Serve wine, and bottled or draft beer
• Balance receipts.
• Clean tableware.
• Process customer bills or payments.
• Mix ingredients.
• Plan, organize, and control the operations of a cocktail lounge or bar.
• Order or requisition liquors and supplies.
• Serve snacks or food items to customers seated at the bar.
• Plan bar menus.
• Create drink recipes

The management activities that I am required to undertake is dependent on the identification of the needs of the customers who visits the bar and thereby formulating strategies to meet their expectations. The key aspects of the job role that I fall into are dependent on the factor of customer satisfaction, which will be facilitated through the identification of the preferences of the customers and amending them with the same. On the other hand, the assessment of the bills of the customers requires a training on the audit of the accounts which helps in the proper management of the financial abilities. In order to manage the smooth functioning of the bar will all the required resources is a managerial skill that is required to be incorporated in the individuals aspiring to become a bartender. Planning the resources and the proper availability of the same to fulfill the needs of the clients is an important function that is undertaken by me to understand the different aspects of the management that the bartender must undertake to facilitate the satisfaction of the customers as per their expectations. 

Job Responsibilities of a Bartender

During the process of the bartending operations, I faced several issues relating to the poor availability of the required resources, which affects the proper functioning. The resources as the wine and the other liquor items might not be available at certain point of time due to improper predictions exhaust the expectations of the customers.  On the other hand, different people react differently after the consumption of the liquor that intoxicates their senses and they create chaos, which affects the goodwill of the organization where I work. Understanding the needs of the people and predicting the reactions is an important function of the bartender, which is a critical issue, as it requires a study of the human psychologies after getting drunk.

The other issues that are faced by me while undertaking my job responsibility is related to cleaning up the mess that are created by certain customers after they get drunk. I faced several instances where the customers are not satisfied with the composition of the drinks that are not mixed proportionally. Understanding the expectations of the customers is an important part of the job that I am into. However, as a novice to the job the different aspects of the customer expectations are not well managed by me. It took time for me to identify the preferences of the customers and thereby bring in changes in the services that I amend them with.

The future plans that I have planned for my carrier is to create a bar of my own through my experience that I will be gathering while working in this organization. The activities that are undertaken by me while operating in the job role is based on the understanding of the needs of the customers and thereby take steps to adhere to their expectations. The different aspects of the change that I will be possibly bringing into my bar are based on the issues that I am facing while working in the organization.

The identification of the different measurement tools that are utilized by the organization has helped in the proper development of the organization and thereby assesses the risks that are associated with the functioning of the same in the markets. The key element of the change that is undertaken by the organization is based on the understanding of the position of the business and the manner in which the processes are affecting the customers of the business in the market. On the other hand, the identification of the needs of the organization to bring in changes in the systems are based on the proper functioning of the business as per the needs of the customers in the market. The key tools of measurement of the factors are described in this section of the report, which illuminates the change needs of the organization in those particular areas.

Challenges Faced by a Bartender

The identification of the customer satisfaction paradigms of the organization is solved through the formulation of a customer review form, which is presented to the customers at the end of their experience in the bar (Ayersrockresort. 2018). It helps the organization in understanding the areas of the issues that are faced by the customers while attending the services that are provided to them. The form helps the organization to understand the reason for the discontent of the customers and thereby bring in changes in the systems to facilitate the need of the next customer. The review form helps in identifying the different issues that are faced by the customers through their feedbacks. It helps the organization in bringing in continuous innovation in the systems through customer feedbacks. The review form helps the organization in undertaking steps to train the employees to suit the purposes of the different customers and help the employees in understanding the different needs of the customers who are attending the services that are presented by the organization.

Staff satisfaction of the organization is an important step that is required to be taken by the organization to retain the skilled workforce. The different aspects that affects the interests of the staff members and affects the smooth functioning of the business brings in issues in the progression of the organization. The concerned company has taken steps to undertake surveys to understand the needs and requirements of the staffs (Ayersrockresort. 2018). Undertaking regular surveys at intervals helps the organizations in meeting the required objective of the organization through motivation and guidance, which results to the smooth functioning of the business in the marketing. A motivated workforce of the organization helps in the smooth functioning of the processes that are planned by the organization to bring in changes in the systems of the business (Durmaz 2015). On the other hand, the surveys help the organization to understand the issues that are faced by the staff members while undertaking their job role. Resolving the issues of the staff members helps the business to bring in changes in the systems and the situation of the business in the market. Therefore, the concerned company has taken steps to undertake surveys to identify the issues and thereby bring in changes to facilitate the needs of the employees.

Identification of the financial situation of the business helps the same in planning to bring in improvements in the systems. Financial audits help the organizations to understand the capability of the business to bring in changes in the systems (Ayersrockresort. 2018). The concerned company has taken steps to undertake internal and external financial audits to identify the different financial conditions of the market and thereby operate on the change to bring in improvements in the processes that are undertaken by the business firm. The identification of the different attributes of the audits are based on the functioning of the organization and the manner in which the organizations can bring in changes in the systems of the business. Financial audits helps in the identification of the needs of the organization to develop strategies to bring in improvements in the financial structure. Therefore, the concerned company has undertaken steps to bring in improvements in the structure of the business through the identification of the financial situations. 

Measurement Tools Utilized by the Organization

The analysis of the market attributes of the organization helps in the identification of the needs of the organization to bring in changes in the systems of the business. On the other hand, the identification of the various trends in the market through market surveys helps the organization in understanding the different aspects of the trends in the market circumstances (Ayersrockresort. 2018). The major aspects of the change that is undertaken by the concerned business is dependent on the functioning of the organization in the market. the identification of the environmental factors of the organization helps the same in bringing in modifications in the systems of the business in the market (Nickson  2013).

Assessment of the market risks of the business is based on the understanding of the needs of the organization to formulate policies to sustain in the competitive market conditions. The identification of the various elements of the change in the organizational structure helps in bringing forth improvements in the situation of the business. Risk assessment systems of the organization helps in maintaining the different threats and uncertainties that are faced by the business in the market (Ayersrockresort. 2018). On the other hand, the identification of the risk factors helps in predicting the different circumstances that are faced by the organization and framing the strategies to meet the expectation of the clients in the business. The competition that is faced by the organization in the market has affected the functioning of the business. The different risk assessment strategies that are undertaken by the organization are based on the likelihood of the situations of the threats to occur (Akova, Cetin and Cifci  2015). The organization has taken steps to maintain a risk assessment matrix for identifying the different threats that are associated with the changes that are planned by the management of the business. The risks assessment matrix of the organization has helped the same in understanding the different levels of threats that are associated with the functioning of the business or probably the changes that are planned by the same.

Conclusion

Therefore, it can be concluded that the identification of the varied measurement strategies helps in maintaining the different levels of improvements as per the market requirements to sustain in the markets. On the other hand, the assessment of the job requirements of a bartender and the manner in which the management of the bar rests on the proper managerial skills of the bartender and the manner in which the customer expectations are delivered helps in the proper functioning of the organization. The identification of the different measurement tools of the organization has helped in the proper management of the business and thereby bring in changes in the systems of the firm.

References

Akova, O., Cetin, G. and Cifci, I., 2015. The Relation between Demographic Factors and the Turnover Intention in Pre-Opening Hotel Businesses. Procedia-Social and Behavioral Sciences, 207, pp.377-384.

Ayersrockresort.com 2018. Ayers Rock Resort - OFFICIAL WEBSITE | Uluru Accommodation & Tours. [online] Ayers Rock Resort. Available at: https://www.ayersrockresort.com.au/ [Accessed 9 May 2018].

Durmaz, Y., 2015. A Theoretical Approach to Customer Relationship Managment and Communication. Global Journal of Management And Business Research.

Nickson, D., 2013. Human resource management for hospitality, tourism and events. Routledge.