Service Quality Management and Customer Satisfaction Assessment

Today, a practical off-campus session was organized at the restaurant of Novotel Hotel for 2nd-year students of the «Restaurant Business and Hotel Management» educational program as part of the course «Fundamentals of Restaurant Business».

The aim of the session was to introduce students to the specifics of restaurant operations, modern service standards, and methods of assessing customer satisfaction.

During the session, students explored the organization of restaurant operations, guest service procedures, service quality standards, and the principles of interaction between restaurant staff and customers. Special attention was paid to evaluating service quality, identifying customer needs, analyzing reviews and suggestions, working with customer feedback, and finding ways to improve guest satisfaction.

The practical session allowed students to gain firsthand insight into restaurant service operations, apply their theoretical knowledge in practice, and explore the key aspects of managing a restaurant within a hotel. Such off-campus practical sessions contribute to developing professional skills and building practical competencies among future specialists in the restaurant and hospitality industry.

Responsible lecturers: Aliyeva Zh., Maden A., Kaliyeva A.