Ppt2 Flashcards
Latin word of hospitality
Hospice
Giving services to guest/strangers
Hospitality
Service meaning
The action of helping or doing for someone
Father of guestology
Walt Disney(walter elias disney)
3 components of the guest experience
1.Service Product
2. Service settings
3. service delivery
Who qouted “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.”
Richard branson
there are no such things as service industries.
There are only industries whose service components are greater or less than those of other industries.
Everybody is in services.
Theodore levitt
A characteristics of the contemporary economy that hospitality organization we’re the first to understand is that for many consumers receiving well made goods or well rendered services may no longer be sufficient
Goods to service to experience
Refers to the person-to-person interaction or services of interactions between the customer and the person delivering the service
Service encounters and moments of truth
Guest Expectations and meeting expectations
- taste of food
- smell of food
- ambiance
- security
- comfort
- cleanliness
- professional staff.
Hotel employees should anticipate the guest needs and wants during their stay
Guest Expectations and meeting expectations
- taste of food
- smell of food
- ambiance
- security
- comfort
- cleanliness
- professional staff.
Hotel employees should anticipate the guest needs and wants during their stay
, one of the pioneers in “quality” research, defined quality as “fitness for use”. This means that the concept of quality is variable to the one defining it.
Joseph juran
can be defined as anything that we can offer to a market for attention, acquisition, use or consumption that could satisfy a need or want
Product
IHIP characteristics
intangible, heterogenous, inseparable, and perishable
Services are ___ in nature
intangible
Services are ___ due to their dependence on the workforce which does the act
heterogenous
meanwhile means that the production (act of delivery of service staff) and the consumption (guests experience) cannot be separated from each other
Inseparability
3 generic strategies
1.the low cost or low-price provider
2. Differentiate
3.market niche or need/gap
3 generic strategies
1.the low cost or low-price provider
2. Differentiate
3.market niche or need/gap
represents a promise to guest of what the quality and value of experience associated with that brand will offer them, every time and every place they see the brand
Brand image
requires the organization to use both effective marketing techniques that reach this best value lowest cost market segment and operating efficiencies that allow it to make money at the low price.
Combining strategies
Most companies listen to their customers and then respond to their articulated needs. However, highly creative organizations can create the future for themselves and their industries
Reinventing the industry
was an American physicist, engineer, and statistician. He is also known as the father of Statistical Quality Control and also related to the Shewhart cycle
Walter A. Shewhart
was an American engineer, statistician, professor. author, lecturer, and management consultant. He championed the work of Walter Shewhart, including statistical process control, operational definitions, and what Deming called the “Shewhart Cycle” which had evolved into Plan- Do-Study-Act (PDSA)
William Edward Deming
made many contributions to the field of quality management in his more than 70 active working years. His book, Quality Control Handbook, is a classic reference for quality engineers. He revolutionized the Japanese philosophy on quality management and in no small way worked to help shape Japan’s economy into the industrial leader it is today. Dr. Juran was the first to Incorporate the human aspect of quality management which is referred to as Total Quality Management (TQM
Joseph m juran
