Proposal For VIP Dinner Booking And Cocktail Menu

Suggested seating location

Q.1Email response

This is in response to the dinner booking on Friday night. The 15 clients can be accommodated in the function room. It can be divided into two parts so that they can occupy one half the room. This will facilitate the two presentations to be done without interruptions from the other clients. The hotel should avail the menus to the clients before their arrival. Special considerations will be adhered to about the Muslim and vegan clients. The client can order what they want, and it will be prepared before their arrival. The hotel will make arrangements on transport to the festival using the company vans.

Q1 A. I would preferably respond to the email received on Tuesday afternoon immediately. This will help get feedback on the client about the proposal. Enough time will be needed to prepare for the clients by the involved stakeholders.

Q1B. Upon acceptance of my approval, other stakeholders should be notified. The chief chef should be notified on the suggested menu. The restaurant chafer should also be advised to make transport arrangements. The head caterer should be informed to prepare the venue and service facilities.

Q1C. During the VIP luncheon, several things should be confirmed to ensure its success. The venue should be ready. The requested menu should be adhered to. The chauffer should verify on the travel arrangements made.

Q2. Email response to cocktail preferences

Organizing a cocktail party requires a lot of concentration. The choice of cosmopolitan cocktails is appropriate for the subject clients. They fit the expected New York theme. They are also easy to prepare and thus time conscious. All the required ingredients should be made before the party. Mini hot dogs are also appropriate served alongside the cocktails. They should be freshly cooked and should not go cold. This will help maintain their original flavor. Both the canapés and cocktails should be attractively presented. Other cocktails should also be availed apart from the international theme brand. This will be in preparation for different preferences by other clients.

Q2A. Its best to respond to the phone message left during my off days immediately. This will provide sufficient time for preparation. It will also prevent last minute rush. It will also help in organizing the attendance schedule to prevent disorganizations.

Q3.

About updating your café d loyalty card details, go to any of our outlets. The customer service attends will gladly update the required information. You will be given another royalty card with the updated information.

Acknowledgement of menu/beverage requirements

We are humbled to host your mother’s 90^th birthday. We suggest that we hold an outdoor party. This will ease movement due to expected guests using wheel chairs. The recommended time for the party is in the early afternoon. The duration will be maximum 3 hrs. Soft foods will be served. The menu will also be health –conscious and tailored to suit different health conditions.

Kindly clarify on some issues. How many people re expected at the party? What special medical conditions do the clients have? Will they be accompanied by other people? Is there any suggestion on how to personalize preferences? Looking forward to hearing from you.

Yours faithfully,

Outlet manager café B

Q3A. I would preferably respond the moment I receive the email. This creates good rapport and trust with the client. It also allows time for feedback. Preparations are also made early to avoid rushing on the big day.

Q4.

4.1 I would preferably communicate with Mr. Silver through the telephone call. It’s fast and efficient. It will also enhance getting feedback and coming into agreement with the complainant. It also shows urgency and enthusiasm to correct the situation at hand.

4.2. I would call Mr. Silver. First, I would apologize for the inconveniences made. I would explain how I plan to rectify the problem. I would then make an offer on complimentary allowed. Upon reaching an agreement, I would thank him for agreeing to the deal.

4.3. According to the policies, he is entitled to a complimentary late check-out. He can opt for two drink vouchers each valued at fifteen dollars.

4.4. The time frame for the resolution would be approximately one day. The client will thus be able to use the loyalty card on Sunday for his lunch.

4.5. The account attendant should be notified by this complaint. The regency Grande ‘OPPS’ complaint platform should also be disclosed.

4.6. Measures should be taken to prevent reoccurrence of this situation. Client’s loyalty card statements should be updated on payment of the bills. Posting services should also be improved. This ensures clients receive any documents they have requested on time.

Q5.

5.1 using the clients contact information from the hotel loyal card systems, I prefer to call. This medium is fast and relevant. Solution can be agreed to fast since feedback is provided on the spot.

5.2. I would call the client. First I would like apologies for the inconveniences made. I would make suggestions on how to rectify the problem. I would then make an offer on complimentary allowed in the hotel. Upon reaching an agreement, I would thank him for listening and being understanding.

Confirmed departure time

5.3. The complainant is entitled to being refunded for the services tot rightfully delivered. Complimentary breakfast for two is also allowed at the regency Grande breakfast restaurant.

5.4 The resolution should take a day. Avoiding further negative public image should be urgent.

5.5. The catering department should be vigilant in response to timely service. The visitors should be informed on the expected duration of service to avoid misunderstandings.

6A; Customer feedback form

CUSTOMER FEEDBACK FORM

Suggestion. Concern; Date;

Can we contact you for any information needed?

Would you like us to follow up on you?

If yes to any of the above two questions, please provide your contact information:

Form return to the management, Regency Grande Hotel.

Q6B. The content on the description of the complaints would be different. The contact information on both forms would differ too.

Q6C. I would also provide the feedback forms at the hotel reception. They should also be availed in the hotels official website.

	Specific program name	Membership fee	Method of earning points	Earnings ratio	Redemption ratio
Airline industry	A Advantage miles	$2500	Purchase in Americans shopping portal Shop with American partners.	One mile per $2500 spent	Reduced flight charges
Hotel industry	Marriott’s rewards	n/a	Inviting new visitors	2000 bonus points per 5 friends	4000 points for a day at the hotel
Restaurant or café industry	Wyndham rewards	n/a	Duration stayed at restaurant	200 points for spending more than two days	1500 points for a free night

Cultural group	Mode of greeting	Types of fare welling	Communication style	Body language body gestures	Formality of language	clothing
Arabic	Verbal greetings	Verbal farewell	High context	Facial expression, posture, tone of voice	Frozen style	White robes and black veils
Japanese	bowing	bowing	High context.	Facial expression, posture, tone of voice	Formal style	kimonos
American	Hand shakes	handshakes	Low context	Voice tone and pitch, facial expression	Casual style	Dress pants, formal shoes, tie

Q10.

10.1. I would preferably call Mrs. Matthews. Calling is fast and efficient. It’s also evidently her choice of communication method since she called.

10.2The birthday party is best suited in the function room. It’s easily accessible to those using wheel chairs. It will also provide privacy from other guests. It also eases service provision.

10.3 The nutritionists will be consulted on a lactose free diet for the lactose intolerant guest expected.

10.4Marked seated arrangements will be made with all expected guests assigned a seat. A guest list should be provided before the events date.

10.5 Scheduled speeches and talks will be made at the possible stage for communication conveniences.

10.6Buffet service will be provided to enable the guest make a personal decision on foods and beverages. The client can choose the theme color to be used in decoration.

Q11.

11.1 In this case study, I prefer to call Mr. Banks. Calling is more comfortable and makes dialogue smoother.

11.2 According to the policies put in place, the client should be listened to. The complained should be reacted to within the shortest time possible.

11.3 Due to delays and overpricing issues noted, the client is eligible for compensation. He can get complementary late checkout. He can also go for two drink vouchers valued at $ 30.for the experienced delay in service, complimentary breakfast for two.

11.4 This should be resolved within 24 hours.

11.5This complaint should be reported to the hotels complaint platform. The staff members should also be notified if their shortcomings. The account department should also be notified.

11.6 All stakeholders should be guided on how to improve their services. Effectiveness and accuracy should be observed at a personal level. This will help prevent future mistakes on the same issue to other clients.

Q12A

When inquiring on Mr. Banks view of how we handled the previous situation, key points are noted. His opinion on whether the resolution was successful is essential. Suggestions on future improvement of services should be emphasized. The current opinion about the hotel should also be reviewed.

12B

The raised concern on communication with the staff should be critically reviewed. Communication is critical in any service providing industry. Communication techniques and skills should be improved among the stuff. They should also be educated on the policies and guidelines of the hotel.

Q13.A It is not easy to determine the amount of compensation a guest should get. Several factors should be considered. The possibility of redoing the service. If it can be repeated, no compensation should take place. The cost of redesigning the service. It will cost more to redo the service which may accelerate loss.

13B The nature of the complaint is an important aspect. The impact on the customer is also a significant issue. Lastly, the behavior of the customer should also be considered when reviewing the compensation rate

References

Ebener, B. (2015). Strategic planning: an interactive process for leaders. Paulist press, New York.

Farcasa, v. (2011). Customer relations. Nova science publishers. New York.

Gallagher, R. (2013). The customer service survival kit. Amazon publisher. New York.

Katherine, k. (2016). Understanding customer experience though out the customer journey. A journal of marketing.

Martins. (2016). win the customer: 70 simple rules for sensational service. Amacom, New York. Database, eBook collection.

Mckevitt, A. (2016). Consuming japan: popular culture and globalizing of 1980s America. The University of North Carolina press. Carolina.

Nadine, S (2010). Nutrition education for the healthy elderly population. A journal of nutrition education and behavior.

Roberto, M. (2017). The influence of cosplaying in increasing Japanese language and culture learning at Binus University. Bina Nusantara University. Database, Directory of open access journals.

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