Subject: Host Service Experience
Audience:
The Host Service Experience form appears to be a critique form about the host and his/her behavior in the restaurant environment. Thus, it is safe to assume that this form is geared towards peers/colleagues who are tasked with observing and reviewing the hosts at Coastal Flats. The form includes specific observations such as the position of “aces” and if the phone is “being answered within 2 rings” or not. Those observations can only be of high importance to peers/colleagues in the restaurant.
Purpose:
The purpose of this business document is to ensure high quality service. Coastal Flats takes pride in the high level of host service it offers to its customers. That being said, a document that evaluates the actual behavior of the host in the work place enables Coastal Flats to maintain the high-level customer service it promises to every single customer that chooses to dine in.
Content:
The document contains 2 similar tables with Yes (Y) and No (N) columns. The tables also include evaluation guidelines that serve as instructions as to what the evaluator should be taking into account when he/she is evaluating the host. For example, the first guideline entails “Greeter heads up and facing guests” and then the evaluator can check Y or N based upon the host’s behavior. Moreover, the document includes the time window in which the host is working on the upper right of the document and a “shared with” blank space next to it for the names of people who are using the document.
Appearance:
One can easily interpret the objective of this document, thus it is simple. Let’s consider this scenario, the evaluator is in the midst of observing a host, he/she has no time to write down every single detail about the host’s behavior. Therefore, a simple check mark on the Y or N column provides ample time for actual observation as opposed to wasting time on writing notes. Furthermore, all of the guidelines are explicit and straightforward. The title of the document “Host Service Experience” is written in red for emphasis. However, there is no clear box that states who is reviewing the document and no space for notes that the evaluator may deem necessary.
Distribution:
Hard copies are first shared amongst evaluators and hosts in designated locations, and then scanned and emailed/delivered by hand to the restaurant manager or HR director. For example, an evaluator will receive the document by hand and start the evaluation. Upon completion, the evaluator/host will deliver the document by hand if the chosen location is near by or scan the document and send it via business email to its designated location. Neither the evaluator nor the host is allowed to view the document during the delivery.
Evaluation:
As stated above, Coastal Flats is prideful in the level of host service it provides, so it has to ensure that every single host is up to standards. There are multiple ways by which the business can ensure high quality service, including hands-on training, branch orientation, informative sessions about the demographics that dine in, and host evaluation documents. The Host Service Experience form evaluates and records real time information about the host as opposed to evaluations that reflect behavior in training sessions. After all, pressure induced behavior is different.
Recommendation:
If I were a manager, I would add some space in which the evaluator can write down his/her own observations. The evaluator can observe something important that is not included in the guidelines, the addition of space can allow for him/her to record it. Other minor additions include the business name on the top of the document, signature and date at the bottom, and an overall score of the host experience.
saraalhamdan
documentanalysissample.docx
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