The limited literature reviews identified three key themes that are significant and beneficial for the event management to close the gap and enhance the service. The three key themes are (1) banquet management, (2) staff management, and (3) service management. These key themes have been closely observed at Rendezvous Hotel, Auckland in the banquet department. The observation was carried out throughout the 12 weeks of CO-OP placement in order to review, analyse, and evaluate the complete process of an event. 4.1 Banquet Management
Banquet management requires an understanding of factors that can influence on the client’s interests. Mathur (2012) has identified the factors such as food, cost, and venue location may impact on their decisions. …show more content…
The banquet department will use the BEO to organise the booked event. However, the event co-ordinator team will need to communicate with the client and thoroughly plan with them before sending the BEO to the banquet department. In addition, it is beneficial if the banquet staff has a basic knowledge and skills that are essential to the event management industry. Fletcher et al. (2009) evaluated certain skills that event managers consider that is important to entry-level employees. Hence, the results showed personal skills were ranked most important, then social skills, and knowledge skills considered as least important. This shows banquet staff should be extrovert people since they will need to interact closely with the attendees. As staff personalities will show during the service performance and it may affect the service expectation. 4.2 Staff Management
Teamwork is one of the main qualities in event management. Event management requires all employees to work together in order to run the event successfully. Richards et at. (2012) claimed that the management is seeking new concepts to help employees build a better …show more content…
Lai (2015) defines customer loyalty as a customer’s perception and emotion from the distinctive service qualities deliver. Hence, service qualities determine customer expectations from the service performance they receive which leads to customer loyalty. Kim et al. (2012) suggest that it is cheaper to keep existing customers than developing new plans to attract new customers. Moreover, Kandampully et al. (2014) emphasise that loyal customers are willing to spend more and will refuse to move to a different organisation. As a result, Rendezvous banquet service has numerous events that are held annually. This proves the banquet team is providing outstanding service with all the events that the team has organised and delivers high standard service. It is also shown the banquet team understands the importance of maintaining a good relationship with the
Banquet management requires an understanding of factors that can influence on the client’s interests. Mathur (2012) has identified the factors such as food, cost, and venue location may impact on their decisions. …show more content…
The banquet department will use the BEO to organise the booked event. However, the event co-ordinator team will need to communicate with the client and thoroughly plan with them before sending the BEO to the banquet department. In addition, it is beneficial if the banquet staff has a basic knowledge and skills that are essential to the event management industry. Fletcher et al. (2009) evaluated certain skills that event managers consider that is important to entry-level employees. Hence, the results showed personal skills were ranked most important, then social skills, and knowledge skills considered as least important. This shows banquet staff should be extrovert people since they will need to interact closely with the attendees. As staff personalities will show during the service performance and it may affect the service expectation. 4.2 Staff Management
Teamwork is one of the main qualities in event management. Event management requires all employees to work together in order to run the event successfully. Richards et at. (2012) claimed that the management is seeking new concepts to help employees build a better …show more content…
Lai (2015) defines customer loyalty as a customer’s perception and emotion from the distinctive service qualities deliver. Hence, service qualities determine customer expectations from the service performance they receive which leads to customer loyalty. Kim et al. (2012) suggest that it is cheaper to keep existing customers than developing new plans to attract new customers. Moreover, Kandampully et al. (2014) emphasise that loyal customers are willing to spend more and will refuse to move to a different organisation. As a result, Rendezvous banquet service has numerous events that are held annually. This proves the banquet team is providing outstanding service with all the events that the team has organised and delivers high standard service. It is also shown the banquet team understands the importance of maintaining a good relationship with the