Management in Hospitality

For this assignment you need to visit a restaurant in South Australia (Adelaide)

In the hospitality industry, the behaviour of staff towards customers, and the ability of staff to stage positive emotional experiences for customers are important factors that lead to customer satisfaction.  Applying the theory you have learned in Topic 7 on ‘Emotional labour’ you need to discuss the extent to which staffs engaged in emotional labour in the restaurant you visited and how their behaviour affected the overall satisfaction of your service experience (based on your observation, you may also be able to comment on whether you believe other customers were satisfied with the service). The concepts in topics 1 and 5 may also be useful based on the nature of your discussion.

The following are some suggestions on what you need to address:

What is the type of hospitality offered? (e.g. fine dining, ethnic cuisine, organic food etc.)

What do you believe the business’s target market is, and customers’ expectations of service? 

What was your initial expectation of the service before you visited this place? (e.g. from what other people told you, Website, online reviews etc.). 

What is the job role of service staff in the context of the restaurant or café you visited and how does emotional labour fit into this?

What do scholars say about emotional labour?  It may be useful to start from the past and work your way to the present and then show how it applies to your study (e.g. how does emotional labour apply to the job role of restaurant or café staff?)

Discuss whether emotional labour was evident (or not evident) in the service that was provided.  Give examples to support your answer (e.g. emotional labour was evident in relation to the way staff calmed down/pacified a difficult customer, or staff was not attentive or ignored customers).

Did the attitude and behaviour of staff affect the satisfaction of your overall experience at the restaurant or café? 

Do you believe emotional labour is necessary?

What would you say is the consequence of emotional labour on staff?

What are some recommendations or suggestions that you can offer based on your analysis?

Students need to provide supporting material to show evidence of their field visit.  The evidence may include photographs from your visit, a brochure or menu (if they were made available to take away) and include it in an Appendix.  Please include an Appendix of no more than 3 pages – the pages of the Appendix do not form part of the word count. 

Word count:

The 2000 word count does not include the executive summaryThe executive summary is expected to be 10% which is 200 words.  Content of report (2000 words) + Executive summary (200 words) = Total word count 2200.  The title page, table of contents, Bibliography/Reference list & Appendix are not part of the word count.



A minimum of 4 academic references (journal articles & Book Chapters) are expected.  Use Harvard referencing.

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