Customer requirements & expectations

• What does the term "lifestyle" refer to in the context of hospitality and catering?


  Lifestyle refers to how someone chooses to live and what they like to do.
• Why is it important for hospitality and catering businesses to adapt to customer needs?


  Because they cannot operate without customers, and meeting specific requirements is crucial.
• What are dietary needs?

  Dietary needs are the requirements of a specific or restricted diet.
• How should a chef consider nutritional needs when planning a menu?


  A chef should consider that everyone needs protein, carbohydrates, fats, vitamins, minerals, and fibre.
• What is the main energy source for the body?

  Carbohydrates are the main energy source for the body.
• What role do vitamins play in the body?

  Vitamins are responsible for controlling many chemical reactions in the body.
• What is the function of minerals in the body?


  Minerals control many chemical processes and maintain fluid balances in the body.
• What is the purpose of fibre in the diet?


  Fibre helps the body get rid of waste.
• What should you consider when creating a menu for customers with dietary needs?

  • Food allergies (e.g., nut allergies)
  • Food intolerances (e.g., lactose intolerance, gluten intolerance)
  • Ethical or religious dietary restrictions (e.g., vegetarian, vegan)
• Why might some people choose to be vegetarian or vegan?


  Some people may choose vegetarianism or veganism for ethical reasons.
• What might influence a customer's decision to eat outside the home?


  Working longer hours can reduce the time and motivation to cook meals.
• How does limited time affect menu offerings in restaurants?


  Limited time usually results in a smaller and simpler menu to ensure quick service.
• How does the time available for cooking affect the complexity of a menu?


  If there is more time available, the menu can be wider in range and more complex.
• Why is it essential for chefs to manage time appropriately?


  To ensure that the waiting time for customers to receive food and between courses is acceptable.
• What are some examples of food allergies that hospitality establishments must consider?


  Nut allergies are an example of a food allergy.
• What is lactose intolerance?


  Lactose intolerance is a food intolerance where individuals cannot digest lactose.
• What is gluten intolerance?


  Gluten intolerance is a food intolerance where individuals cannot digest gluten.
• What is the expectation of customers in hospitality and catering establishments?


  Each customer should receive excellent service every time they visit.
• Why is excellent service important in hospitality and catering?


  If customers are happy with the service, they are more likely to return and recommend it to others.
• How can hospitality businesses ensure their staff provide excellent service?


  By providing ongoing training for their staff.
• What should all staff in hospitality and catering understand about service?


  They should understand what excellent service is and be smart and welcoming.
• How should customers be treated in hospitality and catering establishments?


  Everyone should be treated as valued customers with kindness and respect.
• What can result from poor customer service in hospitality and catering?


  Poor customer service will mean that customers don't return, which could cause the business to fail.
• What should the price of a meal, service, or room reflect?


  The price should be fair, not necessarily cheap.
• What does a fair price mean in the context of luxury hotels?


  A luxury hotel may have expensive prices, but the extra facilities offered can justify the cost.
• What are current customer trends in the hospitality and catering industry?


  • Continued use and development of technology for bookings
  • Use of social media for information and communication
  • Increased awareness of environmental issues and food provenance
  • Rise in vegetarians and vegans, leading to more catering options
  • Providing allergy information and menu options for food intolerances
• Why must businesses be aware of their competition?


  A business needs to be aware of its competition to attract customers ahead of them.
• What strategies can businesses use to attract customers over their competition?


  Strategies include developing a strong website, providing good customer service, and effective marketing.
• How can offering an extensive vegan range benefit a business?


  It can attract a growing customer base that prefers vegan options.
• How does media influence the hospitality and catering industry?


  The media can promote a business and provide a forum for customer reviews.
• What are the different ways media can influence a hospitality business?


  • Delivery sites increase orders and profits
  • Internet search/maps enhance local presence
  • Social media provides customer feedback
  • Websites promote businesses to consumers
• Why is being environmentally friendly important for businesses?


  It appeals to customers and can reduce overall costs, increasing profit.
• What are some changes businesses are making to promote sustainability?

  Reducing packaging, using recyclable materials, and banning plastic straws.
• How does seasonality impact the hospitality and catering industry?


  Demand can be much higher during peak seasons, requiring careful planning.
• What are the main factors that affect seasonality in hospitality and catering?

  • School holidays
  • Weather conditions
  • Festivals or events in the area