FACT SHEET 15
|WHAT IS FEEDBACK?||1|
|Feedback is input from others regarding the way that we work, the quality of our work or
the processes that we follow. It can be a simple comment or a more formal process with
structured and detailed discussions.
|WHY DO WE NEED FEEDBACK?||2|
|There are a number of reasons for asking for feedback:
• We are not always able to recognise areas in our own performance that need
improvement, so input from others can assist.
• Seeking feedback from others (in a meaningful way) can help to encourage them to
engage with a process or idea.
• The feedback process can help build strong relationships.
• Feedback can help improve a product or process.
SOURCES OF FEEDBACK
|WHO CAN WE GET FEEDBACK FROM?||1|
|In the hospitality industry, feedback can come from many sources. Perhaps, most
important, is the feedback we get from our customers. Other sources of feedback include:
• industry experts
• food reviewers
• other chefs
|• other professionals (dieticians, cultural
advisors, health industry)
• government agencies
• health inspectors
• industry groups.
FACT SHEET 15
|WHAT CAN WE GET FEEDBACK ON?||2|
|There are many areas where feedback is useful. As mentioned earlier, we might seek
feedback on our own performance or products. More specifically, feedback can be useful
in a number of areas such as:
|• the quality of dishes
• communication style
• team leadership
• efficiency of planning
|• menu and service styles
• value for money
• plating and presentation of dishes
• team participation
• development of new dishes or menus.
|As you can see, feedback can relate to any area of our work.|
|S TRA TEGIES FOR GA THERING FEEDBACK||1|
|There are many ways to gather feedback including:
• during formal employment processes such as induction, training and performance
• through discussions with your colleagues
• by participating in briefings and debriefs
• by looking at online reviews and social media posts
• by engaging with your customers and other stakeholders. For example:
o feedback forms
o focus groups
• by talking with your front-of-house team
• by eating in your own establishment
• by looking at customer complaint records.
FACT SHEET 15
|LIFT THE LID|
|The following sites have more information about gathering feedback. Have a read and then
participate in a group discussion led by your trainer.
RESPONDING TO AND IMPLEMENTING FEEDBACK
|RESPONDING TO FEEDBACK||1|
|Seeking feedback is important. However, the way in which you respond to feedback is also
important. Consider the following:
• Try to accept feedback in an open, reflective way.
• Recognise the importance of feedback in creating a quality product.
• Acknowledge feedback in a positive way.
|IMP LEMEN TING FEEDBACK||2|
|The way you implement feedback will vary depending on what the feedback is, how it was
received and what it relates to. Think about the following when implementing feedback:
• You don’t have to implement a change to address every piece of feedback that you
get. You should consider the source of the feedback, how the feedback aligns with
that of others, whether the feedback aligns with the style and service type of your
menu or organisation and so on.
• Can you acknowledge the source of the feedback and recognise the contribution that
• Does implementing feedback necessitate a change in a policy/procedure? Do you
need to update a recipe card or brief your team?
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