HOTEL MANAGEMENT 3 Flashcards
Service
Valuable action, deed or effort performed to satisfy a need or to fulfill a demand
Quality guest service
- focusing on the guest
- consistency in service
- efficiency in service
- guest defining quality and value
- knowledgeable employees
- commitment from the top of the organization
- processes that allows service to continually improve
Perishability of service
Hard to control, personal, everyone is different and has different expectations
Service is produced and consumed simultaneously
Human element
Types of service
Assistant service
Repair service
Value-added service
Assistance service
basic service, meeting expectations of guests
Repair service
Fixing a problem for a guest, reactive instead of proactive
Value-added service
Exceeding customers expectations, step past basic job requirements
What can make service special?
caring and thoughtful staff hospitality personality recognition commitment more personal, think about guests feelings
Empowerment
Empower your staff - give them the freedom/responsibility to follow their ideas
W.O.M:
Word of mouth
Zero defects:
In a project, it means fulfilling requirements at that point in time. Right at the first time. Quality should be integrated into the process from the beginning, rather than solving problems at a later stage. Quality is measured in financial terms. One needs to judge waste, production and revenue in terms of budgetary impacts. Performance should be judged by the accepted standards. As close to perfection as possible.
Peak-end rule:
Best times to deliver delight are pre-arrival and post-departure
Brand management
Idea of organizing and controlling a theme that is consistend throughout the entirety of a company
Explicit expectations
Expectations of service that are clearly provided or given by the business
Implicit expectations
Expectations of service not fully expressed or stated but certainly implied by a business
