FNB Lunch Evaluation - Assignment Example

FNB Lunch Evaluation FNB Lunch Evaluation Recently, I had the pleasure of sitting down for a three meal on a Wednesday at the Boyd Dining Hall. The meal itself consisted of minestrone soup, baked ziti, and pistachio cannoli and was served on, what I would suppose is, the university equivalent of fine China. All in all, it was a pleasant experience, the operation was well organized, and I feel that I learned a great deal to prepare myself for taking FAB 467 in the future. What follows is my summary of the experience, both the positive aspects of the lunch, and areas I feel could be improved upon. I would say that the greeting of guests met expectations. I say this because the staff certainly did their job in making everyone feel welcome, but they did not go above and beyond that which was expected. In addition, I did feel as if much of the greeting activity was much too rehearsed. It seems to me that guests should feel truly valued and that the staff sincerely appreciates their presence. This can be accomplished by more individualized greetings, rather than memorized and rehearsed innuendos. The individual that greeting me certainly smiled and had a happy demeanor, but not much eye contact was maintained. That being said, I certainly cannot flaw their performance as I certainly felt welcome and well received, just not enough to warrant a score of ‘exceeding expectations’. When considering the seating of guests, I would certainly comment that this activity exuded expectations. While the process was also a bit rehearsed, that is exactly what it should have been like in this situation. Servers walked each guest to their table, pulled customer chairs out in a respectable manner, and allowed the guess to be comfortably seated before presenting them with a menu. Once each guest, myself certainly included, had the menu then the server informed everyone of what the next step in the process should be. Since all of the steps were expected of them according to the rubric, I would certainly comment that the seating of guests exceeded expectations. After getting settled and having had a moment to hear the process for ordering, a service person asked for our drink orders. For this category, I would have to give the rating of ‘approaching expectations’ as only 2 of the 4 suggested activities was completed during this stage of the ordering process. While there were no children at the table, the server did ask the ladies what drinks they wanted first. They also effectively utilized a pivot point. They did not, however, try to make a suggestive sell, nor did they repeat our order back. While I realize the last step may have been neglected because there were not too many people at the table, it was nonetheless a neglected area of the practice that they were to be performing. The actual serving of the drinks, however, saw the rating shoot back up to ‘exceeding expectations’. The server did use a pivot point, served the ladies first, and served from the right after that. After completing that process, the server took the food order from each of us, once again neglecting to utilize a suggestive sell technique, and failing to repeat our order back to us. This would have resulted in a score in the 75% range, or ‘approaching expectations’. The actual serving of the food went well. We did not have to wait long at all for the food to arrive, which is obviously a good thing as this was lunch, and my afternoon was quite packed full as it was. Similarly to the drink service, the server used a pivot point, began with the ladies first, and served from the right. I think there is an error in the rubric, as it says ‘repeat back order’ is a required part of serving the food. Assuming that is in error, then my ranking is an 85% for this part of the dining experience. After we finished a delightful meal, the server did returned and cleared the plates from the left, save for one person who was obviously going to take a bit longer to finish. This certainly exceeded expectations and was a nice end to the lunch. As the bill was presented, the serve did so respectfully and certainly express thanks for each of us eating there that afternoon. The server did not explicitly invite us back, however, so that score would be ‘meeting expectations’ at 85%. Overall, this particular lunch experience went off without a hitch. Only one of the eight categories was merely approaching expectations, an no category came close to being score ‘does not meet expectations’. In addition, all other components of the lunch serve either met or exceeded expectations, so it was certainly a well organized operation. I would certainly return for another lunch, as I felt it was a relaxing experience, well priced for the value of food, and fits well within my class schedule. It is important that lunch be served quickly, and that I also enjoy the experience, as being a student means I do not often have the time to sit down for a bit and really take a break while eating. This is a great concept and I will certainly consider availing myself of the opportunity again in the future. In conclusion, I would note that I did experience the lunch service, but not the dinner. I am simply not really available during the evening, but it would be nice to have that experience as well one of these days. I will likely be taking this course soon, so I enjoyed observing the atmosphere and getting a feel for what I would be expected to do. In addition to that, the food was quite tasty and the company delightful, so I certainly cannot complain. Read More