FEEDBACK

Question 1

WHAT IS THE VALUE OF FEEDBACK TO AN INDIVIDUAL WORKER?

Answer 1

• Improves practice, skills
• Positive feedback motivates and gives confidence
• Reaffirm behaviours and practices that your on the right path
• Can improve individuals ability to perform, improve overall workplace or the industry
• Allows for the identification of weakness eg skills, lack of knowledge

Question 2

WHAT IS THE VALUE OF FEEDBACK TO THE WORKPLACE AND THE INDUSTRY?

Answer 2

• Information from customers in response to a product or the delivery of a service
• Vital for improving practices and procedures
• Both positive and negative feedback equally as valuable
• All feedback need to be used in a meaningful way and reflected upon to ensure its success within the hospitality industry
• Can be individual or group basis

Question 3

STRATEGIES TO GAIN FEEDBACK

Answer 3

Open ended questions 
Questions → electronic and written 
Surveys
Social media
Conversations 
Meeting

Question 4

WHAT ARE THE TYPES OF FEEDBACK?

Answer 4

1. Customer feedback
2. Personal reflection from employees
3. Formal feedback
4. Informal feedback
5. Direct feedback
6. Indirect feedback

Question 5

WHAT IS CUSTOMER FEEDBACK?

Answer 5

Most important type of feedback

Allows you to know whether you are serving their needs and wants and where there is opportunities to improve

Question 6

WHAT IS PERSONAL REFLECTIONS FROM EMPLOYEES FEEDBACK?

Answer 6

Ensures managers are receiving input from frontline workers who serve the customers

If a worker is not satisfied then the customer will pick up on this

Allows for the identification of weakness eg skills and areas for growth

Question 7

WHAT IS FORMAL FEEDBACK?

Answer 7

Obtained from customer questionnaire or complaints when the employee or customer has written down their impression of the establishment

The opportunity to do this is often provided on tables in the restaurant or rooms in accommodation

Question 8

WHAT IS INFORMAL FEEDBACK?

Answer 8

Obtained through talking with customers and employees

Picking up on their compliments of the establishment

Casual

Question 9

WHAT IS DIRECT FEEDBACK ?

Answer 9

Obtain through people who are regular customers of the business and from staff who are working there

Question 10

WHAT IS INDIRECT FEEDBACK ?

Answer 10

Obtained through another source such as the feedback given from guest questionnaires
Eg serving table and everyone leaves side salad over → may be too big or undesirable

Question 11

WHAT ARE STRATEGIES FOR OBTAINING AND INTERPRETING FEEDBACK FROM SUPERVISORS?

Answer 11

Chef alerting through constructive feedback to a newly employed chef that they incorrectly brunoise an onion, thus preventing wastage of ingredients and saving time and energy

Question 12

WHAT ARE STRATEGIES FOR OBTAINING AND INTERPRETING FEEDBACK FROM COLLEAGUES?

Answer 12

Feedback given to manager on how they have handled a cultural conflict - held a biased opinion

Employees give supplier feedback based on condition of stock (tempt, packaging), thus preventing food spoilage and wastage

Question 13

WHAT ARE STRATEGIES FOR OBTAINING AND INTERPRETING FEEDBACK FROM CUSTOMERS?

Answer 13

When dishes are repeatedly not consumed, change portion sizes to save money

Question 14

BENEFITS OF POSITIVE FEEDBACK ARE …

Answer 14

• Improve morale
• Show job/customer satisfaction/loyalty
• Improve time management/workflow and organisational skills
• Competitive advantage
• Affirming service product
• Improve the business reputation/profit
• Redistribute time into jobs that need improvement
• Opportunities of growth - lead to upskilling of staff

Question 15

BENEFITS OF NEGATIVE FEEDBACK …

Answer 15

• Gives opportunity to evaluate areas of improvement
• Reflect upon new processes that need to be made
• Evaluate practices
• Redistribution of roles and responsibilities
• Identity areas of concern eg lack of staff knowledge - offer of training and upskilling of staff