Abstract: The provision of food and beverage service away from home forms a substantial part of the activities of the hotel and catering industry. According to Fullar (1990) in order to move food produced in the kitchen to customer, some form of food service (waiting service) is required. The hotel industry is a competitive market where hotel management’s goal is to decrease the vacancy rate while increasing the customer return rate. (Heung, 2000). Unlike goods, many services are consumed in the process of production, and customer experiences a number of sequential stages. For instance, in the restaurant service delivery process this would begin by checking in at the reception of the restaurant and end with presenting the check to the customer and saying good-bye (checking-out). However, a difference in emphasis between the different value dimensions might be expected contingent on the purpose of visiting the restaurant (e.g. a business lunch, a romantic celebration). This in turn might also influence customers' perception of the service delivery process. This study examined one of the keys to a successful food and beverage operation-waiting service. The backgrounds of the waiters are investigated, together with the skills and expertise which they are expected to possess in other to meet customer satisfaction. The training offered to these waiters was compared with the service provided so that recommendations were made to the waiter and waitress in the process of food service. A selection of hospitality industries- restaurants were considered and views of the hotelier, waiters/waitress and the customers taken so as to put across the views of those involved. It’s therefore recommended that a better trained workforce would improve standard. Again management should employ skilled and qualified people who have had the skills attained at both formal school and on the job. Training of waiting staff is minimal, yet they need technical skills, product knowledge and interpersonal skills. These skills can be taught, as can the role of the waiting staff in the process of customer satisfaction. Hospitality industries would either have to recognize and act on these obligation or they may expect a loss of business.
Keywords: Waiter/ Waitresses, Restaurant, Food service.
Title: The Effect of Waiting Service in the Hospitality Industry in Sekondi-Takoradi
Author: Adelaide Spio-Kwofie, Rosemond Anyobodeh
International Journal of Healthcare Sciences
ISSN 2348-5728 (Online)
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