assignment psychology part 4 "observation"

TUGAS MENGADAKAN PENILAIAN DAN EVALUASI SERVICE EXCELENCE

1. NAMA PERUSAHAAN : SOLARIA RESTAURANT

2. ALAMAT     :   CINERE MALL , G Fl Unit 20 - 21
                             JL. CINERE RAYA NO 1,JAKARTA
           
3. TANGGAL OBSERVASI : 08/08/2011

 

SEJAUH MANA PERUSAHAAN SUDAH MENERAPKAN RATER

ITEM	BENTUK PENERAPAN
KEHANDALAN / REALIBILITIES	Provide good service
KEPERCAYAAN / ASSURANCE	The waiter passive to give suggestion
TAMPILAN / TANGIBLE	Appearance a waiter always clean
EMPATI / EMPHATY	Unready to serve a lot of guest in a special time
KETANGGAPAN / RESPONSIVE	One of the waitress just focus with her own customer

SEJAUH MANA PERUSAHAAN TELAH MELAKSANAKAN RATER

ITEM	BENTUK PENERAPAN
KEHANDALAN / REALIBILITIES	Has not been applied
KEPERCAYAAN / ASSURANCE	Has not been applied
TAMPILAN / TANGIBLE	Already applied
EMPATI / EMPHATY	Has not been applied
KETANGGAPAN / RESPONSIVE	Has not been applied

Apa Yang Salah Dalam Implementasi CARE

Cekatan	Antusias	Ramah	Empati
very less nimble,seems like the waiter never serve many guest	-	too friendly	too really not care with the guest needs

assignment psychology part 3

my conclusion of the geese story is...
the story is connect with three things that we should have if we work in hotel accomodation,there are teamwork,motivation,and leadership. we have to look a geese when they flying with "v" formation. that way,can be implement to a real life when we involve in hotel accomodation. for the first thing "teamwork" when a goose gets sick, is injured or gets tired,And he must leave the formation...Other geese leave the formation too, and they fly with him to help him outand protect him.They remain with him until he dies or he is able to fly again. They reach their bevy or they just make another “V” format.. so do we in a hotel when our partner is difficult to do his duty,we are as a good hotelier is must be give a help to achieve one goal together/teamwork. the second thing "motivation" when a goose leaves the
formation,He feels the resistance of the air and the
difficulties of flying alone.. Everyone will be inclined to accept and give help.
in a hotel industry,when your partner is tired,bored,or else we have to give some motivation to built a confidence that was in himself,we care of him,give some support,so he absolutely helpful with our help
the last thing "leadership" When the leader goose gets tired of flying...He goes to the end of the “V” formation. While another goose takes the lead.
That's how we should apply in terms of leadership,actually everyone can be a leader in a specialtime.. when our leader in a hotel is cant working,we can replace him.. in fact we are not replace his position but soul of leader is belong in our self.. so,you can be like the geese!!

assignment psychology part 2

the reason "why costumer leave restoran or hotel" :

1. the place is uncomfortable
2. unsatisfactory service
3. the waiter almost not doing a standard operational procedure in that restaurant or hotel
4. the place always dirty
5. the dishes unmatch with the menu offered
6. competitor in that area
7. less promotion
8. the manager operational not too involved with the restaurant or hotel

assignment psychology part 1

8 of excellence in myself that makes me feel proud and confident is :

1. punctuality
2. easy going
3. polite
4. love communication
5. friendly
6. wise
7. dicipline
8. good looking :)