Note:

This blog is strictly for academis task purpose, and information from this blog should not be taken without permission. Thank You :) !

IMPORTANT: MY PROFILE :)

Name: Lim Choon Sze

Admin. No.: 0903864G

Tutorial Class: T04

Tutor: Mr Andrew Wong

My views and thoughts of BESE :)

I feel that Business Etiquette and Service Excellence is a very hands-on subject, and would be a 100% relevant to our daily lives. Especially in the tourism industry, we focus a lot on service excellence. Whether it is the CEO of the company, Manager of the food and beverage outlet, or a part-time staff at the banquet, it is also very important for each and everyone to be proactive in serving customers, and provide an unforgettable positive memory. Although this subject expects a lot from us, I do not find it demanding as in the real working life, the expectation of us is way beyond these.


I am glad that my course offers BESE as one of my subjects, as I feel that this subject offers many things which are important and necessary in our daily lives. With this, I felt that I have became a more professional person, and is confident of performing well in the service or business encounters.

Overall, I like BESE. I find it very relevant, and hope that this subject would be able to further nurture my fellow juniors to be the next batch of service professionals! :)

Career building process :)

Ever wonder what you want to be?

Do you know what's my ambition ^^p

Upon entering this course, I have set my aim of being a Hotel Manager in a well-known hotel, such as Ritz Carlton, Equarius Hotel, and Marina Bay Sands. BESE offers topics which directly provide information to be a successful service provider.

Firstly, professional presences and well as the grooming check every week, taught me to be very well-groomed. This is necessary for my interview with the company, and also for the daily work.

Secondly, Building a Service Culture taught me the importance of service culture. And thus, if I am the hotel manager, the first thing that I would do would be to set up a strong company service culture. This provides a guideline to my fellow colleagues, and my subordinates.

Thirdly, Customer’s Perception allows me to better understand that different people have different perception. It would be wrong to think that everyone perceives something the same way. Thus, being a hotel manager, I would observe closely the behaviour of the customers, and find out their perception towards my company. This would help us change for the better, and maybe even satisfying the customers.

Fourthly, corporate politics is very scary, hence, we have to prevent or minimise it from happening. I am sure that with these basic survival skills, it would not be enough for me throughout the whole working life, but it would definitely protect me from the possible politics.

Lastly, as mentioned earlier, through the Art of Entertainment, I have learnt useful tips for business dining. Now, I am confident of hosting a meal for the working partners of the company.

With these, I am confident that my career building progress would be smooth.

The outcomes after applying my gained knowledge through BESE :)

Woo!

Unlike other friends from other courses, who are not taking this subject, I am better able to project myself in such a way that I stand out. For example, in Top Table, my friends may not know that by closing the menu and placing it on the table is a signal for order taking.

They would also not know how to eat a piece of bread. Although this may sound simple, but to show etiquette in eating a piece of bread, I have to put in effort to break a small piece, spread the butter and jam, before placing the bread gracefully into my mouth.

& Most importantly, I know which utensil if for which course of food, and the correct position of holding, and placing of utensils.


Through this course, I have also understood the importance of presenting myself in a professional manner.

Currently, I know that the first impression is often drawn from the way I’m dressed, as well as me grooming, postures, and the way I present myself. Thus, I would not be anxious when I’m in a business setting, or going for an interview.

Corporate Politics :)

One last topic which I feel that is the most relevant and realistic is the Corporate Politics.

Everyone in this world would prefer peace, but the real world is not as innocent as we thought it might be. In the company, even the best of friends might possibly betray you, backstab you. Hence, it is necessary to protect self from any politics issues.

I trust that politics are inevitable, and is hard to prevent. This topic has taught me four basic survival skills, which can help me sustain my position, or even help me in my promotion.

As everyone knows, it is vital to maintain a harmonious relationship between people. This topic has thus taught us some ways to maintain the relationship, and an example would be to fight for the rights of subordinate. Biasness occurs anywhere, and so getting boss to your side is very important.

I feel that observation of boss should be made so as to be the boss’s right-handed man.

Well, I seriously hope that corporate politics would not happen to me when I'm working. Although I have some knowledge of how to prevent and solve it, I would not want to get myself into this kind of problems!

Delighting Your Customers :)

Another topic which has very big impact on me is the Delighting Your Customers.

Ever since I’ve been in Hospitality and Tourism Management, and gone through Business Etiquette and Service Excellence, I have higher expectation of the service providers. I would expect what I have been taught in class, and would not be easily satisfied by service that is good.

Through this topic, I have also understood that satisfied customers do not means happy customers. In order to have a true happy customer, I have to go to the extra mile, and to provide a “wow” service.

Now I know that in this industry, moment of truth varies at all point of time, and so, constantly delighting our customers is very important. Expectation of customers towards service providers have been increasing through the years, this also means that customers would not be easily satisfied.

It is also important to know the customer’s expectations so as to offer a positive surprise. Unlike Mr Bean in the movie, he wants to provide an extraordinary good service but he did not analyse the customer to make sure that he knows what the customer wants. This also taught me that, service and service expectations are highly variable. Different people have different perception of a good service. Hence, constant observation would help to know the expectation of customers.

Well, how this topic links to the other topics of BESE is that, if we are able to provide good service, we would only be satisfying the needs of cutomers. However, if we are able to delight the customers, most likely that customer would spread the positive comments of my service.

Art of Corporate Entertainment :)

The topic on Art of Corporate Entertainment 1 has taught me all the important things to take note, as a guest and as a host. It also educates me on the correct dining etiquette. Even cutting a meat takes knowledge and skills, and that is to not saw the meat, lumber mill which is cutting the meat into several smaller pieces. I find this so useful, now I am able to present myself professionally while dining in a formal restaurant.

I have also learnt when to drink wine, and what wine to pair with what food, as well as how to order a wine if I’m not sure of the taste. This would be useful, as it would keep me away from having awkward moments with my dining partner.

Hence, through learning this topic, I would be very confident in hosting a meal, being a good guest, as well as to know the right things to do at the right time. I strongly believe that dining etiquette is highly relevant in this world, be it for normal office gathering, friend’s invitation to a meal, or a formal business dinner.

Now, I am also clear about the different styles of eating, e.g. Continental Style and American Style. This would help me by using the correct style of eating when I’m with different groups of people. Furthermore, in this tourism industry, food and beverage is essential and thus this topic is very critical. This would also prevent any awkward situation occurring during the meal.

Well hey! Check this out: My dining task with Cindy and Freya. They are really great guests, and I am sure that I did a good job as a host too! :)

BESE Dining Task

This topic links to the other topic of BESE as this adds on to the advantage of being professional. I am sure that this topic would definitely put me in an advantage position of securing a business.

I really loved this topic a lot, and for the class test, I am sure I did well for the questions which asked on Art of Corporate Entertainment!