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THE MSPC REPORT

Student name

Institution

Instructor

Course

Date
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Introduction

I worked for an upscale and decent restaurant named the Shanghai Italian restaurant. The

restaurant was open early in the morning and was active late at night. The meals offered are

breakfast, brunch, lunch, and dinner. Dining at the Shanghai Italian restaurant ensures a

delightful experience as it continues to deliver outstanding authentic Italian cuisine. It has a

warm environment with elegant furniture and beautiful design in rich earth and burgundy tones.

Large sharing portions are in the restaurant in the convivial atmosphere of an authentic Italian

meal. The Shanghai Italian restaurant is located on the hotel's 30th story, offering patrons scenic

views of the Shanghai city through the glass windows. Separate rooms for meals may be created

using old wooden beams, flexible barriers, and display shelves while still allowing them to enjoy

outdoor views.

The restaurants’ classy, although modest and cozy, ambiance and the pure tastes of

authentic Italian food it provides ensure that guests receive the best treatment from its

experienced personnel and have an experience they will want to repeat. Scena Restaurant has a

dining space that seats 70 people and a private room that seats 14 people.

I worked as a waiter, and I played several roles. The first role was taking customers to the

available seats. The second was taking the dirty dishes away. Thirdly, I recorded customers'

orders and then reported to the kitchen. Lastly, I made coffee and cocktails. Key features of the

restaurant include: Reservations, private dining, parking is available, wheelchair accessible,

serves alcohol with a full bar, accepts digital payments and credit cards, there is free WIFI and

table Service.
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Vision, Mission, and Values

Strong values, vision, and mission are critical for restaurants to maintain corporate

integrity (Mirvis, 2010). Annual reports frequently include a vision and purpose statement. The

values, missions, and values of the Shanghai Italian restaurant are in the restaurant’s policy

handbook. A vision statement is a long-term reason why the restaurant is well-known and how it

can impact individuals and the surrounding community. The organization's mission statement

defines what it does, its goals, and how it plans to achieve them. A vision statement describes the

company's intended future status (Cady, 2011). The value statement ought to be a brief and

persuasive summary of the company's core values. A declaration of the company's aims, goals,

and values is sometimes created by combining mission and vision statements elements.

Approach
The vision, values, and mission of the Italian restaurant in Shanghai represent the unification

declaration which should impact, nourish and enrich the community. Some of the restaurant's

approaches as guidelines for success include: All workers must be both personal and professional

in their approach to be productive (Mirvis, 2010). Also, sustainability can only be achieved when

there is a change in how every restaurant individual perceives their roles and responsibilities.

Some of the guiding values in the restaurant are being an ethical steward, giving hospitality,

accepting all personal responsibilities, and working together with others. The mission statement

includes principles of honesty, respect, cooperation, and independence which are in high regard.

When it comes to reaching their objectives, the Italian restaurant in Shanghai need a compass

that will steer them in the right way, and that particular compass can only be discovered at their

final destination. In a similar vein, every company's vision and mission statements give the

organization with a sense of direction and a feeling of unity of goal. In reality, a company's
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vision and mission statements encapsulate its true identity, reflecting its motto and philosophy,

and serve as a reflection of that identity. In addition to allowing individuals to identify

themselves with the organization's activities and gain direction, vision and mission statements

may also be used to identify and remove people who do not plan to follow the statements. These

statements serve as the cornerstone of the company and help in the translation of goals into

relevant costs, execution, and time metrics that are useful to the business. Workers benefit from

vision and mission statements because they offer them with a framework for thinking about

presence, which is vital since we all want to feel significant while performing our jobs, which is

why they are so critical. The vision and purpose statements of the Shanghai Italian restaurant will

be explored in detail (Gillingwater, 2021).

The company's mission and vision statements, on the other hand, represent the "unifying

action declaration" of the Shanghai Italian restaurant, which is to have an impact on, nourish, and

enrich the community from a biblical standpoint. Consumers, as well as everyone else working at

the company, has been affected by this tragedy. It is essential for a worker to be both

professional and personal in their approach in order to be productive. Sustainability will not be

accomplished unless there is a fundamental transformation in the way each and every person of

the business thinks about their roles and responsibilities. These concepts guided the development

of quantitative success criteria by this firm.

That is, at least, how I see the situation. For the first time, it has been crystal clear to me that

the Shanghai Italian restaurant upholds high standards and ideals. Some of the organization's

guiding values include being an ethical steward, developing long-term connections, and giving

hospitality. Others include accepting personal responsibility and stressing individual influence

above positional power. They place a high priority on building strong connections with their
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coworkers and with their clients. The capacity to be upbeat has a good impact on one's outlook.

Others include prioritizing the needs of customers, striving for personal greatness, never stopping

to learn, and working together with others, among other things. A clear mission statement with

inclusive core values must be written and executed in order for workers to be aligned with the

restaurant's concept and vision. Working at an Italian restaurant in Shanghai has a plethora of

advantages, to put it mildly, and they are many. A student or someone who has a busy schedule

may need to work around your schedule in order to complete the assignment on deadline.

Another example of this is treating people with respect while serving them and allowing them to

pray before consuming meals (Bowen, 2018).

According to the Shanghai Italian restaurant's mission statement, the principles of

independence, honesty, curiosity, respect, cooperation, and quality are among those that are

cherished by the establishment. As stated by the corporation, respectable communications

between colleagues is one of the organization's ten fundamental values. When I visited this

specific restaurant, I discovered that the company's goal, vision, and values serve as driving

elements for around half of the staff members. For 20 percent of its employees, the company's

purpose is the most significant aspect of their work responsibilities. People may make the

decision to leave a company because of the way the company treats its workers. They say that

salary and benefits are excellent, but that management is incompetent and lacks interpersonal

skills. Throughout the company, there is a dearth of procedure, inadequate training, and

inconsistency.

When a customer attends one of a restaurant's special events, each member of the staff is

expected to be actively involved in the guest experience and to contribute to the overall

experience in a good way. It is vital to them that their customers are satisfied, and they want to
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offer them with an experience that they will be proud to share with others, such as their friends

and colleagues. This is one of the goals that our organization has set for itself.

Evaluation

The aims, visions, and values were a driving force for half the staff workers when

working in the restaurant. The company's mission is the essential component of its job

obligations for twenty percent of its workers. Working there as a student, I could see how the

staff met the guiding values on building strong connections with clients and workers. I respected

the customers while serving them and allowing them a moment to pray before they ate. Despite

the restaurant having multiple positive reviews, there were some downfalls. I noticed that the

company’s management team did lack interpersonal skills and was incompetent. It was

noticeable that the training was inadequate and inconsistent, and there was a lack of procedure.

There was an instance of the restaurant getting a one-star rating due to a lack of neutrality and

supporting information.

Recommendations for improvement

In improving the Shanghai Italian restaurant's values, mission, and vision, I would

recommend including extra servant leadership principles in their vision statement. Despite the

fact that Shanghai Italian restaurant obtains a high number of positive ratings, the restaurant also

receives a huge number of negative reviews as well. They received a one-star rating from a user,

for example, because they gave erroneous political information, which was later corrected.

Another individual gave it a one-star rating, citing a lack of neutrality as well as a dearth of

supporting information. I think that will assist them in gaining the trust of their employees,

shareholders, and the public at large. The Shanghai Italian restaurant has long needed to become

more supportive and sympathetic with its employees for them all to contribute more efficiently to
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the company's success. Apart from that, I believe that a firm's vision and mission statements

should always be tailored to support instead of opposing servant leadership ideals. Living in a

culture where values like humanism, humility, and helping others are becoming increasingly

essential to society, it's even more crucial to embody concepts like these in an organization's

founding documents and core principles.

Improve on the ability to communicate with others. Some people have a natural affinity

for interacting with others. Learn to enhance the encounters when you are shy or less pleasant

than most people. The inclusion of additional components of servant leadership in their vision

statement, I believe, will help them acquire the confidence of their workers, stakeholders, and the

general public, among other things. This firm is been overdue for them to be more helpful and

empathic toward their workers in order for them to contribute more effectively to their

organization's success. Aside from that, I think that a company's vision and purpose statements

should be customized to nurture the principles of servant leadership rather than to work against

them. The importance of representing ideals such as humanism, humility, and assisting others in

an organization's founding papers and guiding principles becomes even more apparent when you

live in a culture where values such as these are becoming more important to society at large.

Since the firm would like to establish a relationship with the clients, this entails

welcoming clients, appreciating them for coming, and perhaps participating in small chats. Also,

leaders should not be too distant from the staff. They don't have to be cold and aloof because

they're the boss and not their buddy. It will be appreciated if the managers remember staff

birthdays and acknowledge someone's new baby or engagement. Employees will be more

enthusiastic and loyal if they sense managers care about them, resulting in a pleasant and

welcoming culture that your clients will notice.

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Leadership development
Approach
Strong leaders are required for a business to prosper. They would help build effective teams

inside the workplace and ensure that projects, initiatives, and other job tasks are accomplished on

schedule and while on a budget. Leaders should collaborate well with the working staff, and

anyone may improve their leadership abilities by training and developing on their own (Stone,

Russell & Patterson, 2004). At Shanghai Italian Restaurant, I witnessed the effects of both

excellent and terrible leadership. Leaders who motivate their colleagues, create a positive work

environment, and remove obstacles are effective. It's also contagious to inspire employees to

assume additional leadership roles. The ability to make sound decisions requires practice and

maturity. In the long run, you'll be able to make better judgments even when you don't have all

the knowledge you need to make them. Leadership at Shanghai Italian Restaurant is valued for

its ability to take projects forward quickly and increase efficiency. When it comes to making

decisions, Shanghai Italian Restaurant's managers excel because they do a thorough amount of

research, assessment, problem-solving, and goal-setting. A leader must be able to respond

quickly to the information you have. Making sound judgments takes a lot of practice and even

maturity. In the long term, you'll be able to make sound decisions even if you don't have all of

the information you require. In order for a company to succeed, it must have strong leaders. In

the workplace, they may assist develop strong teams and guarantee that projects, initiatives, and

other job activities are completed on time and on budget. Leaders must be able to work well with

others and communicate effectively, and anybody may develop these qualities by practicing and

refining their own leadership skills. We've seen the repercussions of both good and bad

leadership here at Shanghai Italian Restaurant. Leaders that inspire their employees, provide a

great work atmosphere, and eliminate hurdles for their employees are effective. It is also
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infectious when it comes to motivating coworkers to take on more leadership responsibilities

(Stone, Russell & Patterson, 2004). Leadership in Shanghai Italian Restaurant supports the most

honest and fair practices and outcomes, but it also sets a great example for the rest of your

workers to follow. Shanghai Italian Restaurant's leadership gets admiration for its capacity to

move initiatives ahead swiftly and efficiently.

Evaluation

Shanghai Italian Restaurant's managers succeed at making judgments because they do

extensive research, evaluation, problem-solving, and goal-setting. Individuals ought to be able to

decide based on their own experiences with similar occupations, assess what might work the

best, and accept responsibility for the results.

Leadership requires the ability to build and manage a solid and unified team. Team

creation necessitates leadership abilities such as solid communication and dispute resolution.

Building relationships is one of the essential skills for a leader since it effectively transmits tasks,

obligations, and aims. One of the numerous advantages of Shanghai Italian Restaurant leaders'

experiences after getting to know one another is the capacity to evaluate abilities, assign

responsibilities, and achieve targets more effortlessly.

Integrity is usually associated with sincerity or truthfulness, but it can also refer to a solid

set of values. Making ethical actions and assisting the business in maintaining a positive image

are often signs of workplace integrity. (Stone, Russell & Patterson, 2004). Every company is

looking for employees that have a solid moral compass. Shanghai Italian Restaurant's leadership

promotes the most honest and fair methods and accomplishments and sets a superb example for

others to follow in your team.

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Recommendations

First, leaders should learn to interact with their staff successfully and efficiently.

Articulate the goals and ensure that everyone on the team knows their responsibilities. Secondly,

listen attentively while requesting and considering input. While leaders don't have to explain why

they make a decision all of the time, they ought to do so when it's practical and appropriate. For

instance, in the Shanghai Italian restaurant, employees are categorized and scheduled in a way

that prevents them from receiving benefits. As a result, many employees are left without medical

insurance or savings for retiring. Not having benefits isn't a big concern for younger people, but

as individuals grow older, needing to pay for health insurance and prepare for retirement on their

own may be a substantial cause of stress and financial pressure. This step would be an excellent

start for improvement in leadership to increase the service quality of employees to the

organization.

Third, communication between the staff and managers is facilitated by holding regular

meetings with the team. Meetings should not have to belong or be stored daily. Make a schedule

ahead of time. When feasible, try to make the meetings more of a learning experience. This step

will assist in bringing your staff closer together and inspire them to take responsibility for their

jobs.
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Internal service quality

Approach

The Service Profit Chain, according to Heskett, connects an organization's internal

service excellence with employee happiness (Sasser et al., 1997). Internal service quality refers

to an employee's perception of how satisfied they are with services provided by internal service

providers. The interior quality of service also refers to how employees perceive the service

quality they get from or deliver to their coworkers. Thus, a hotel aims to satisfy external clients

with its services but must initially appease internal customers (workers). Considering high-

quality interior services boost employees' work happiness, motivating workers to assist with a

proactive and passionate attitude. This service will increase external client satisfaction and, as a

result, improves hotel performance. Heskett emphasized that the quality of internal services

includes workplace and job design, staff recruitment/development/rewards/recognition, and

customer service tools in their MSPC design.

Workplace layout. Companies' physical settings and designs, such as hotels and

restaurants, influence employees' and consumers' behavior. The workplace design may either

help or impede an employee's ability to do their tasks. The layout of the facility and the

placement of equipment and tools, for example, can have a positive or negative impact on an

employee's ability to complete their task and converse with coworkers and customers.

Evaluation

Many of the staff at Shanghai Italian Restaurant work irregular hours compared to the

average office worker. Restaurants frequently open late in the morning or late in the afternoon

and remain open until late at night. As a result, waiters and cooks report to work like the rest of

the staff is winding down the day. Weekends are also frequently the busiest days, indicating that
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most workers are working on days when many people are off. Although a collective bargaining

agreement ensures some restaurant workers, Shanghai Italian Restaurant staff are categorized

and organized in such a way that they get no benefits.

I only lasted three days as a dishwasher during my internship at a Shanghai Italian

restaurant. On my second day, I burst into tears after receiving a letter from a client complaining

about the greasy plates and other food-related difficulties. On my second day, I also learned that

changing the water in the middle of the day was required. I washed it for eight hours with the

same water on the first day, perplexed why it didn't get clean no matter how much detergent I

put. This struggle was most certainly the reason for my absence the following weekend.

My typically straight hair became frizzy and unruly due to the steam in the room.

Unloading the racks of hot plates while they were still burning was the only way to bring them

down to a safe temperature. The coffee cups and glasses were on a drying rack while they dried.

I was having a difficult time dragging around the whole shelf of books. I took just a brief break

to use the toilet during my job. A water bottle was left on top of the paper towel dispenser in the

bathroom without being noticed. When I accidentally flung it, it smashed on the floor. When I

went on a frantic quest for shards, I came up empty-handed. I was so dehydrated caused me to

wonder whether the whole experience had been a dream. It was my responsibility to clean up

vomit after a customer vomited in the customer area on my second day on the job.

There are two types of workplace variables that might lead to employee happiness or

dissatisfaction. Let us begin with the sanitation issues in Shanghai's Italian restaurants. If a happy

and motivated workforce is to be achieved, hygiene problems must be addressed first, even if

they aren't the primary reason for employee unhappiness. When it comes to working, the old

saying, you get what you pay for holds when it comes to employees. The workforce at a
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Shanghai Italian restaurant isn't concerned with the amount of money they make, but they are

concerned with being treated fairly. Workers at the restaurant will be angry if they believe they

are underpaid. The company's highest management should explicitly outline salaries, raises, and

bonuses.

Recommendations

According to experts, companies may encourage good attitudes in their staff by

implementing rewards and training programs. The latter is critical in ensuring that employees

have the practical tools to execute well in their professions. Secondly, employees get trained to

provide services on time and follow the contract. This training promotes employee happiness

while also increasing operational efficiency. Third, employees need to deliver services as

directed by superiors the first time successfully. Employees have specific instructions on how to

carry out their duties and understand the needs of other employees within the organization. These

instructions will mean that employees should be trained and coached on the organization's work.

The dishwashing department manager at Shanghai Italian Restaurant must maintain

internal service quality. This quality service is accomplished by ensuring that every employee

washes or bathes at least once a day. The individual should immediately remove food stains and

spots on clothing, and it should be dry and clean. All staff should wash their hands at the start of

each shift and during the change. Employees should wash their hands whenever they move

duties, from meal preparation to rubbish, money, boxes, stroking animals, or sneezing and

coughing. They should also ensure that dishwashers wash their hands after using the restroom as

the first rule of foodborne disease prevention. Management should monitor the usage of soap and

paper towels at sinks and signs posted where workers can see them.
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Employee recognition and awards Managers must establish clear objectives and empower

their people to achieve them. Employees' task confidence will rise due to this autonomy, as will

their degree of job engagement. Policies and standards detailing desirable employee conduct and

performance goals that result in employee recognition and rewards must be provided and posted

by organizations. The qualifying standards, frequency, types of prizes, and approval procedure

should all be outlined in these rules. Performance, goal achievement, productivity, team building,

sales quotas, attendance, length of service, cost reduction, and contribution to profitability are all

common employee behaviors that are monitored and acknowledged. Managers must recognize

and reward employees for good work promptly.

Employee engagement
Approach

Employee engagement is a phrase human resource (HR) experts use to describe how

motivated and devoted a person is to their job. Employees that are actively involved in their

careers are sincerely committed to the success of their company. The capacity of a company's

workers to see the relationship between their well-being and the quality of their work is critical

to the organization's long-term success (Lee, 2012). When workers' happiness in their job is

influenced by factors outside of their control, like income or benefits, they are more likely to be

satisfied with their employment. It takes a deeper motivation for an employee to be engaged, like

contributing to the standard corporate objective or becoming the best in their field, for them to be

motivated.

It's possible that a contented employee isn't engaged. Satisfied workers with their

professions are less inclined to go above and beyond their responsibilities. They usually stay, but
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they aren't motivated to go beyond that and above. Active personnel uses their brains, energy,

and skill to the utmost extent possible when doing a task. Employees' engagement levels at work

are typically influenced by their attitudes and sentiments regarding their duties, coworkers,

superiors, and the company culture. Employees are less likely to become involved in the work if

they are not aligned with the organization's aims and values.

When I was working in the Shanghai Italian restaurant, I was heavily involved in the

restaurant's daily operations. I was assigned to work in the kitchen's back area. During my

internship, I didn't get nearly as much hands-on experience working on the assembly line where

the plates are stacked together as I would have liked to have. As a substitute for my mentor,

while he was unwell or away on vacation, I helped with prep work and cooked some of the

desserts. Cooking sauces and cutting vegetables for use on the assembly line in foods such as

salads and sandwiches were some of my responsibilities while working here. In addition, I

volunteered at a lot of brunches and other private functions. One of my internship goals was to

improve my knife skills while also establishing an aesthetic sense in plate presentation and

polishing my time management talents in the kitchen.

Employee retention and employee productivity

Employee retention refers to an organization's strategy for reducing employee turnover

and the processes it implements to keep its most valuable employees. This strategy is arguably an

essential link in the network regarding how the firm runs. Person happiness is the key to high

retention rates; if an employee enjoys their job and how an organization runs, they will not want

to quit. Individuals will rush at the opportunity to work there if word spreads out that the benefits

and prospects for employees are great and that the workforce is appropriately taken care of.
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Employee work satisfaction and desire to stay with the organization were enormously

influential due to the features and quality of the job. From evaluation, the salary, perks, and

overall work satisfaction were the most critical factors influencing employee turnover intentions.

Role conflict, age, color, gender, and tenure were also shown to impact employee turnover, but

to a lower amount. According to the findings, a rise in compensation, perks, and overall job

satisfaction reduced workers' desire to quit their positions. The most critical element in

determining turnover was overall work satisfaction.

Employee productivity drives value. In terms of productivity, if workers are well-treated,

trust in the company's values, and champion its culture, they would want the company to

succeed. Employees can do this without even realizing it, from being incredibly organized to

being a kind voice at the reception.

Customer focus

When staff is actively involved in the company's activities, customer service improves

dramatically. Employees that are disengaged are less likely to provide outstanding customer

service, which is understandable. It appears that engaged workers are an essential component of

any firm that attempts to put the customer first. A company's culture of exceptional customer

service may be maintained consistently due to high levels of employee engagement. Workers

who are highly involved in their work have a higher concentration level. This means employees

take ownership of their work, follow through on their promises, and care about the customer's

satisfaction because they 'own' their work. (Saks, 2019). Customer involvement is crucial to the

life, existence, and profitability of Shanghai Italian Restaurant. As a result of its motivated staff,

Shanghai Italian Restaurant has improved its customer satisfaction ratings, profitability, and

output from workers.

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The relationship between employee engagement and customer focus

As a result of the worldwide economic slump, the way businesses are conducted has

changed dramatically. Both the person and the company benefit from employee happiness. When

staff is involved directly in the company's activities, customer service improves dramatically.

Employees that are disengaged are less likely to provide outstanding customer service, which is

understandable. It appears that engaged workers are an essential component of any firm that

attempts to put the customer first. A company's culture of exceptional customer service may be

maintained consistently due to high levels of employee engagement. Workers that are highly

engaged in their work are significantly more concentrated (Saks, 2019).

Recommendations

Ascertain that workers' abilities are in line with the company's objective. Workers are

more satisfied and engaged in their job if they can see how their skills and talents are put to good

use and understand how their responsibilities contribute to the organization's purpose. As a

result, they are more effective and successful. They were talking to the staff regularly to discover

how they see themselves fitting into the sense of your agency or business. Clarify their duties

and link their job and your team's influence to assist them.

Protocols for communication should be strengthened. Organizations with a lack of open

communication between the managers and workers are putting themselves at a disadvantage in

productivity. Managers should communicate objectives and duties to their teams and be

approachable. Employees feel deeply linked to the organization's vision and goals, and as a

result, this corporate management method boosts employee productivity. Implementing suitable

communication protocols can, in the end, improve efficiency and work satisfaction.
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Pay level, pay rise, and benefits programs, according to (Jung 2015), are the personal

demands that define an employee's degree of job engagement. According to the author, these

requirements vary depending on the employee's age, gender, and the number of dependents they

support. I suggest adopting flexible benefit programs to meet the demands of the workforce's

different needs. The engagement varies with the experience and duration of service with the

business. Employees' levels of job engagement and loyalty to the company tend to rise as their

time with the company grows. Pay structures and employee perks, according to the research, are

a practical approach to boosting and maintaining work satisfaction and organizational loyalty.

Suggestions for increasing employee satisfaction and decreasing turnover in terms of the

MSPC, management might boost employee satisfaction by teaching supervisors to communicate

with their staff in a friendly and encouraging manner. Employees at the Shanghai Italian

restaurant should be allowed to develop their skills and long-term career possibilities. Hoteliers

should make an effort to create employment criteria that are both relevant and motivating.

Employee satisfaction, efficiency, service quality, and loyalty to the business will all improve if

workers are given improved training, merit-based rewards, and long-term job prospects. This

strategy would make workers proud of their successes, link them with the company's goals, and

increase employee retention.

External service value

Approach

External service value involves ensuring that customer needs are adhered to and exceeded

expectations. These needs can be how the working staff handles all the firm's clients. From the

minute a customer arrives and direct them to available seats. The waiters ask for their orders,
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report them to the kitchen, and take care of their orders. This service should last up to when the

waiter clears the tables of any used plates and prepares the coffee or cocktails.

The concept for a service. Heskett et al. (1994) described the service concept as the

means a business wants its customers, workers, and stakeholders to view its services. According

to Goldstein (2002), the service concept refers to the components of a service that give clients

advantages and value. The service concept of a business, on the other hand, acts as the basis and

strategy for the service delivery system. The buildings, equipment, job design, and procedures

for delivering services are all part of the service delivery system. The service delivery system

supports the organization's strategic objective, marketing position, and the sort of client

connection it seeks. The service concept also provides a framework for assessing the quality of

services supplied.

Ensuring a conducive environment is achievable by providing that all orders are instantly

recorded and money received in the cash register. This way, the service provider can create a

bond with the client, leading to a cordial environment for the customer. In terms of word of

mouth, the service provider must be cautious to avoid breaking the relationship between them

and the customer. A great customer result is when a customer places an order; the food is

immediately prepared and served to them in the shortest time possible.

Evaluation

In Shanghai Italian restaurant, everybody had their preassigned duties. I was responsible

for ensuring that all of the arriving clients were seated as soon as possible. First impressions are

everything to consumers, so I had to be quick on my feet and efficient. Excellent service value

leads to the customer's satisfaction. It is all about the customer's service, and opinions are formed

by how inquiries and complaints by clients are dealt with. The answer to that impacts the
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customers' view about you on the recommendations and whether they will return. This and

whether the services they had signed up for have been delivered as promised or desired.

Recommendation

I believe that customer loyalty is the final metric in the service profit chain. Businesses

should focus on giving tremendous value to consumers to create delighted customers. This value

is simple to comprehend but not so simple to implement. It's challenging to figure out what

buyers value for two reasons. First, unless you're a small business, being in close, direct contact

with consumers is challenging for executives. This becomes more challenging as the firm grows

more prominent. The second problem is that clients aren't great at communicating what they

want and why they want it. We'd lose out on many possibilities to provide value if we merely

listened to our consumers verbatim.

Customer Satisfaction
Approach

In the hotel industry, where customer service is critical to the company's long-term

performance, good customer service is vital. For example, when a client experiences a kind and

empathetic food service provider, the service provider's personality contributes to the customer's

overall happiness with the eating experience.

According to Heskett et al. (1997), client satisfaction is the pleasurable emotional state a

customer experiences once the service provider meets his requirements, objectives, and goals.

Entirely happy consumers are considerably more likely to purchase again than customers who

are not completely satisfied. According to research, happy customers see more relationship

advantages and have a personal and emotional tie to service providers. Most hotel and restaurant

guests place a high value on the service environment.

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Businesses can use various methods to assess customer satisfaction with service levels.

Qualitative techniques help infer and comprehend service from consumers' perspectives and dive

further into their wants and preferences. Quantitative methods give features on customer

satisfaction and statistically representative results in many circumstances when evaluating a

service's performance. The following is a list of the approaches considered by our organization.

Customer satisfaction surveys

The study is a method of systematic data gathering that uses a poll to obtain similar

information from each service subscriber. It frequently focuses on a subset of a bigger group,

such as all customers or a sub-sub. The organization used comprehensive surveys to get a broad

picture of service users' viewpoints on various topics. The organization obtained information on

service quality from its customers using this way.

Administrative Information

The firm's management information helps it receive a large number of references—

information about calls, such as queue lengths and completed calls. Two examples of website

statistics include the number of people who visited a website, the pages they saw, and repeat

visits. Website analysis, for example, may disclose how and where users arrived at the site,

which areas and pages are the most popular, and how much time visitors spend on each page.

This information may reveal a lot about a customer's likes and behavior.

Using Protests and Appreciates as Feedback

Complaints are often not unique, and they might suggest a recurring problem within a

company. The organization used this technique to identify sectors of happiness and

dissatisfaction and take the necessary actions to remedy concerns.

Evaluation of how the Shanghai Italian restaurant provided Customer Service Feedback
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By focusing on outcomes instead of personality

Providing feedback that concentrates on a person's performance, that is, how much they

achieve rather than their public persona attributes (what they may be about), is a superior method

since it stimulates improvement.

It is possible to keep the conversation going by monitoring.

Assessment is challenging, demanding a great deal of focus and work. Our organization

treated feedback meetings as a one-time event, keeping track of instant reports and expressing

thanks when there was an opportunity for improvement.

Avoiding Public Criticism of a Worker

Their personalities would differ in a company with a variety of people. For some, even

applause is best delivered in a private setting. For different reasons, some people loathe being the

center of attention. Our workplace valued privacy as one of the most critical factors in avoiding

public confrontation.

Evaluation

Buyers are typically painfully aware of the consequences of poor service quality

(Soriano, 2002) as it is vital in the hotel business. Excellent service can affect customer spending

at their restaurants. A client's opinion of the service's superiority or perfection is commonly

defined as performance quality. SERVQUAL was developed by Zeithaml, Berry, and

Parasuraman (1988) to quantify the quality of service. Consistency, responsiveness, compassion,

certainty, and quantitative measurements are the five dimensions of SERVQUAL. Customers

evaluate service quality using these five different factors.

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Delivery of Service at In Shanghai Italian Restaurant in Regards to the Dimensions of

SERVQUAL

Consistency

The dependability part of the Servqual model claims the capacity to offer services

precisely, swiftly, and accurately. Our organization made sure to ship letters to clients on time

every day.

Certainty

Guarantees help to build customer loyalty and trustworthiness. Our organization hired

workers with experience, practical language skills, politeness, reliability, competency, and

decency. As a result, these skills benefited the company in gaining customer loyalty and

notoriety. If these qualities were present, our consumers might expect reverence and kindness.

Metrics that can be measured

The tangibles are concrete structures, staff appearance, machinery, technology, and

infrastructure. Our employment was preserved in a pleasant atmosphere by the organization,

which made it look inviting to visitors. Workers wore outfits that matched the company's

standards to a tee. The premises and location were very beneficial to our firm. It was located in a

convenient location with excellent infrastructure.

Compassion

Understanding users with compassion means paying great attention to them to deliver

compassionate and distinctive services. The organization was lucky to have employees that

genuinely cared about its customers. They gave customers more attention and were more

concerned about their well-being. Customers were able to experience fulfillment due to this

degree of dedication, which increased their self-esteem, loyalty, and commitment.

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Responsiveness

Receptiveness is the urge to operate with dignity for clients and give quick services to

satisfy them. Our employees ensured that consumers got their services quickly and felt like they

were genuinely interested in helping them.

Recommendations

To meet and exceed client expectations, the organization must encourage its staff to

detect and address problems swiftly. They should probably focus on improving their

performance by providing a trustworthy customer experience. Establishing key performance

indicators (KPIs) is vital to improving service quality. They should also ensure that their staff is

aware of the KPIs and why they attempt to attain them. Any single customer dissatisfaction is

viewed as a beautiful opportunity by corporate executives. When customers connect with

salespeople, they have a higher chance of developing a long-term, solid relationship with them

while also raising the company's profile. If the proprietors cannot handle issues promptly, they

should keep clients informed of the performance until the situation is rectified.

Worker evaluations are given soon after an event and have the most significant impact on

subsequent overall performance. When employees receive frequent feedback, their involvement

skyrockets, if problems are ignored, they may become out of hand. As a result, the organization

will have to deal with many issues that could have been avoided if they had been brought up

sooner when the periodic progress report arrived. Internal communication should also be

problem-solving-oriented, brief, and to the point.

Lectures on improving one's performance are as helpful as speaking with a brick wall.

When dealing with delicate issues, remember the need for respect, and don't yell at someone
 25

when it would be far more helpful to engage in a conversation and converse with them. Allow

the receiver to respond to the remark and request further information. Workers can cooperate in

developing a solution or a course of action once the problem has been recognized.

Loyal customers
Approach

In the hotel industry, there are a lot of rivalries. As a result, increasing customer loyalty is

a vital part of staying competitive in the business and maintaining firm survival. According to

this definition, customer loyalty refers to a long-term relationship between customers and service

providers or goods. It generates a sense of belonging, sincerity, dedication, and devotion to a

company's products. For clients, one service or product supplier exceeds the competitors in

meeting their needs. In other words, a consumer's physical happiness, good emotional

experience, and perceived value of a service or product may all contribute to customer loyalty.

(Gremler & Brown, 1998).

Because of the rising competition in the hotel industry, firms are increasingly focusing on

keeping their existing customers pleased and returning. Because it is less expensive to maintain

current customers than to acquire new ones, customer experience management is the most cost-

effective method for building client loyalty. Instead of focusing on a single transaction, this

concept pushes hospitality organizations to evaluate a customer's long-term relationship or

lifetime value. Travel and hospitality organizations must be customer-focused to enhance client

relationships and satisfy their objectives. Customer orientation is the practice of prioritizing

customers' wants and interests in all you do. It's a business style that allows you to deliver more

excellent value to your customers all of the time.

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You have access to the entire world through the internet and offline technologies.

However, your organization must attract attention and stand out to benefit from this trend. If you

have a strong brand in the hospitality industry, customers will be more inclined to pick you over

your competitors. People are more prone to associate with a well-known, respected brand than

one that does not. It's crucial to remember that your customers' experience extends beyond your

establishment's boundaries. You'll have a good social media plan if you remember that the

ultimate goal of all your efforts is to delight and motivate your customers to return. (Luca, 2016).

To build a relationship with your consumers, you need to send consistent, caring, and

personalized brand messaging. Take a deeper look at how we broke real estate sales records

using a solid brand! In the hotel industry, increasing brand loyalty could be the distinction

between obtaining and losing guest approval; as a result, create your brand strategy with this end

goal in mind.

Most consumers lack the time or inclination to think about your brand in today's frantic

world. Consequently, you are responsible for ensuring that your brand catches their attention and

walks them through your brand narrative concisely. Every hotel must have a trustworthy public

face, and branding frequently serves as that public face, engaging prospective customers,

delighting them along the way, and finally earning their confidence. Creating a solid brand

identity is one of the most efficient methods to spread the word about your organization. The

more compelling your brand's narrative, the more probable it is to captivate your target audience

and keep them coming back for more. A successful hotel converts potential visitors into paying

customers and customers into brand advocates.

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Evaluation

When I worked as a server at Shanghai Italian Restaurant, I was fascinated by the

restaurant's usage of mobile technology. Customers may get alerts from Starbucks' mobile

customer loyalty program, which allows them to earn double the rewards for their purchases. It's

also worth mentioning that during Starbucks' off-hours (2:00 – 4:00 p.m.), the company sends

out a reminder to its loyalty club members to take advantage of a 2-for-1 beverage offer. This

campaign encourages consumers to bring their friends in for a cup of coffee to increase sales and

traffic. Let's take a break from the coffee topic and discuss one of the world's most popular

foods: pizza.

Consequently, MOD Pizza has jumped on board the Shanghai Italian Restaurant mobile

marketing bandwagon, recognizing that it's wise to be where your customers are - in this case, on

their mobile devices. Customers at Shanghai Italian Restaurant earn one point for every dollar

spent, and after accumulating 150 points, they receive a free menu item. Customers that register

for the program will gain an extra 75 points. The financial benefits to the firm rise significantly

with greater client loyalty. Market share and revenue rise when operating costs are decreased.

These effects explain why many organizations provide customer loyalty programs since they

account for variances in profitability and organizational performance across rivals.

Understanding the requirements and wants of consumers and designing and managing to match

and reinforce loyalty programs is the key to gaining and maintaining client loyalty.

Customers are more likely to continue with a brand if they can contact them most

conveniently for communication. It's a clever move by Shanghai Italian Restaurant to use

personalized email and SMS communications to urge customers to return for promotions, happy

hours, events, and even birthday celebrations at the restaurant. A top-notch loyalty program
 28

allows Shanghai Italian Restaurant to target specific groups of customers based on their desired

criteria. To promote a new premium menu item, a restaurant may utilize its loyalty program to

identify visitors who have spent a certain amount and then send out a promotional message to

just those customers who have spent that amount. The capacity to participate in meaningful

discourse is essential for email and SMS marketing efforts to succeed. Guests who provide you

with their email address or phone number because they love your restaurant should be rewarded

with something of value in exchange for their cooperation. With restaurant survey questions,

customers at Shanghai Italian Restaurant are questioned directly about their experiences with the

brand and what materials they would like to receive.

Recommendations

I believe that texting clients rather than emailing them may be an effective strategy for

Shanghai Italian Restaurant to boost customer loyalty. A well-executed SMS marketing

campaign is like a conversation with a buddy that always knows exactly what to remark at the

appropriate time. If done poorly, it may be invasive and off-putting to the viewer. As a result, it

is essential that customers of Shanghai Italian Restaurant consent to receiving text messages

from the institution. They may attempt to get customers to join a restaurant loyalty program by

offering them a discount on their current meal. Their subscribers must be presented with clear

directions on what to do next once they have cleared the initial opt-in barrier, else they will get

frustrated (Luca, 2016). In this case, you may inquire about your members' birthdays in exchange

for a complimentary dessert on their special occasion. It is not the intention of Shanghai Italian

Restaurant to send its clients a text message with an offer when it is inappropriate to do so. It is

done to prevent the appearance of an invasion of privacy.

 29

Because people like playing games, the restaurant gamification loyalty programs need to

be implemented into Shanghai Italian Restaurant's official business plan because people like

playing games. Customers at Shanghai Italian Restaurant will feel rewarded for their patronage

as they accrue points for every dollar spent via gamification loyalty programs explicitly designed

for the restaurant. Customers who refer a friend to Shanghai Italian Restaurant's loyalty program

may get double, triple, or even five times the points they received otherwise. Repeat purchases

are more likely to occur when customers have many reward points or other incentives acquired

over time. Restaurants that want to encourage repeat business should combine their incentive

program with a high level of customer care.

Business sustainability

Approach

Finally, happy, loyal consumers will return, spend more money, and tell their friends and

coworkers about their positive experiences, increasing sales and profitability. Over time,

customers frequently grow more profitable. And loyal clients make for an abnormally large part

of a successful service provider's revenue and profit growth. A firm would not exist without the

support of its employees and consumers. Thus if internal and external requirements are satisfied

and we listen to one another, a business will thrive.

Referrals from customers. According to Fakharyan et al. (2014), more than 40% of first-

time restaurant guests arrive on the advice of a friend and are likely to be accompanied by a

previous client. More than half of new customer sales are attributable to word-of-mouth

recommendations from existing customers in the hotel industry. Positive suggestions expand the

organization's consumer base and encourage repeat purchases and loyalty from existing

customers. As a result, a hotel's total success and profitability are dependent on client retention.
 30

The rewards to the business include increased income from increased purchases, lower

marketing and advertising costs, and positive word-of-mouth recommendations to others.

Evaluation

Reputation management entails developing a positive image by matching messaging with

actions in business. Corporate social responsibility is among the most respected firms. People

think of sustainability as a positive, and companies with green principles are keen to promote

them. Going green demonstrates to the rest of the world that you are concerned about more than

simply generating money. You may take advantage of this while promoting your company and

building your brand identity. Making your firm more sustainable will allow you to create more

money and increase your bottom line. Reduced operating expenses, more inventive tactics, a

better reputation, and more new consumers who respect sustainability contribute to sustainable

firms earning more money.

Effective choices in organizational leadership training and skills must affect change

throughout a company. Organizational skills enable business owners and executives to create

sustainable strategic policies that impact the company, its workers, customers, and the

environment. Without question, the most critical link in the chain is the leader. Managers and

administrators have the intellectual insight to identify the most successful sustainability

initiatives and actions and the capacity to influence policy and encourage innovation.

Recommendations

First is the reduction of waste. Alongside recycling, removing single-use plastic items

(such as plastic cups, straws, and trash bags) might help reduce the massive quantity of trash

generated by their manufacture and disposal.

 31

Administrators, managers, and supervisors in the business world have a unique

perspective on a company's day-to-day activities. The sustainability of business administration

necessitates the capacity to tackle complicated challenges through new views and a mix of talent

and competence to devise innovative sustainability solutions. Administrators, executives, and

supervisors can give significant insights due to their more hands-on involvement and expertise in

enhancing corporate sustainability.

According to every respondent in a study of 148 CEOs from the world's largest and most

visible corporations, human resources strategies are vital to establishing and maintaining

sustainable organizations. Your company's HR department may play a critical role in the

conception, establishment, and implementation of corporate sustainability policies. They can

assist you in integrating these regulations into your company's culture and make a long-term

change.

It's critical to establish a business culture that represents your beliefs and encourages

workers to voice their thoughts, especially those on sustainability. Employees and recruits might

feel acknowledged and respected as significant drivers in moves toward sustainability if HR acts

as a cultural ambassador.
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