‘Being a Sommelier in Malta – The Local Stakeholder’s Perceptions and Expectations.’
Zahra, John (2017)
Zahra, John
Haaga-Helia ammattikorkeakoulu
2017
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2017090414742
https://urn.fi/URN:NBN:fi:amk-2017090414742
Tiivistelmä
The recent developments in the Maltese Hospitality industry have made local service providers push their efforts to provide better quality services to their clients both local and foreign. This more so in the scattering sector of hotels and restaurants
In line with this development I have undertaken this thesis to get an insight into the expectations and perception of local stakeholders on the area of wine service in restaurants. For this goal I have undertaken three survey covering clients, employees and management personnel in the industry to collate data on their perceptions and expectations in this area of customer service.
The data was collected via the Survey monkey platform and was completely anonymous to ensure complete ethical considerations. This work has found that the client perception is that wine service is sub standard due to improperly train service personnel while employees feel they do not get the required training and any training they get is superficial.
The management feedback was that they try to give some sort of training to heir employees but the element of wineservice is not given priority and the the persons rsponsible for wine training are not exactly well veresed in professional wine service.
This situation also has a ripple effect on the organisation of wineservice with situations such as compiling a wine list or cellar management whre no really qualified personneol are available and this type of work ends up being done by top management.
The conslusion of this work is that should a professionally designed and implimented wine server course be availbale local industry stake holders would endorse it with open arms and and even sponsor its costs partially or otherwise beside take steps to advertise its availability to their employees and other industry segments that would be interested in participating.
In line with this development I have undertaken this thesis to get an insight into the expectations and perception of local stakeholders on the area of wine service in restaurants. For this goal I have undertaken three survey covering clients, employees and management personnel in the industry to collate data on their perceptions and expectations in this area of customer service.
The data was collected via the Survey monkey platform and was completely anonymous to ensure complete ethical considerations. This work has found that the client perception is that wine service is sub standard due to improperly train service personnel while employees feel they do not get the required training and any training they get is superficial.
The management feedback was that they try to give some sort of training to heir employees but the element of wineservice is not given priority and the the persons rsponsible for wine training are not exactly well veresed in professional wine service.
This situation also has a ripple effect on the organisation of wineservice with situations such as compiling a wine list or cellar management whre no really qualified personneol are available and this type of work ends up being done by top management.
The conslusion of this work is that should a professionally designed and implimented wine server course be availbale local industry stake holders would endorse it with open arms and and even sponsor its costs partially or otherwise beside take steps to advertise its availability to their employees and other industry segments that would be interested in participating.