PHE 2018 Assessment 3: Review Paper: Creating a Positive Impression Name of student: Marking Criteria SR Not yet SR · Mystery audit · Definition of mystery audit · 2 benefits of conducting an audit. ·...

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I have uploaded 2 files of my assignment guideline and rubric marking. this is about my internship workplace. my workplace is Khrua Thai by Khan in Muswellbrook. my role is food and beverage attendant. If you need more detail, this is my email: [email protected]


PHE 2018 Assessment 3: Review Paper: Creating a Positive Impression Name of student: Marking Criteria SR Not yet SR · Mystery audit · Definition of mystery audit · 2 benefits of conducting an audit. · Evaluation of current work practises of a hospitality organisation · Name of the establishment · Date and time of observation · Area under observation · First impressions · General activity in that area · Cleanliness and tidiness of the area · Personal grooming, body language, tone of voice and language used by the staff when they are with an external customer · Body language, tone of voice and language used by staff when they they think no-one is watching · Body language, tone of voice and language used by staff when speaking with colleagues (internal customers) · Do the surroundings comply with brand standards of the organisation? · . · Logical suggestions for areas of improvement · professional, positive comments based on observations and constructive advice for areas of improvement in this workplace · Grammar, sentence structure and spelling · Minimum of 2 references · Referencing technique (in-text & Reference List) · Meets word count requirement of 500 words Additional comments: SR / Incomplete
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Answered Same DayMay 09, 2021MNG20001Southern Cross University

Answer To: PHE 2018 Assessment 3: Review Paper: Creating a Positive Impression Name of student: Marking...

Nishtha answered on May 10 2021
136 Votes
CREATING A POSITIVE IMPRESSION
Table of Contents
Mystery Audit    3
Benefits of Conducting Mystery Audit    3
Evaluation of Coffee Shop Practises of a Hospitality Organisation    3
Logical Suggestions for Areas of Improvement    4
References    5
Mystery Audit
The term mystery audit is an art of evaluating the customer satisfaction, as mentioned by Weglarz and Morawski (2016), the tool is basically used by various market researchers to measure the service quality and regulation and to know whether restaurant or any organisation delivers effective product or service or not. In my organisation, Khrua Thai by Khan helps to increase the customer satisfaction, less complaints and facilitate improvement in key areas. In this process, the mystery shopper visits the store (restaurant or shop) collects the necessary data, complies and deeply analyse it, the result of the mystery audit is a valuable insights that helps to organisation to improve customer experience (Collins et al. 2017).
Benefits of Conducting Mystery Audit
· It is a good way to evaluate the job performance of the employee.
· As stated by Inci and Bostanci (2018), mystery audit is not limited to the customer satisfaction but also to know the value of the brand.
· It is a great tool to know how to...
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