Hospitality Services Overview
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Questions and Answers

What is a key strategy for businesses to encourage guests to try their services?

  • Make the intangible tangible through visual representations (correct)
  • Promote employee job satisfaction
  • Offer a money-back guarantee
  • Reduce the price of services

    • Services are only consumed after they have been completely produced.

    False

    What must hospitality companies consider when improving the service delivery process?

    The whole service delivery process and customer expectations.

    Hospitality businesses emphasize ________ to ensure service quality.

    <p>employee empowerment</p> Signup and view all the answers

    Match the following terms with their descriptions:

    <p>Intangible services = Cannot be experienced before consumption Employee empowerment = Trusting employees to deliver quality service Customer experience = Immediate consumption during service delivery Service excellence = Meeting high standards of quality and satisfaction</p> Signup and view all the answers

    Why is it important for hospitality businesses to focus on employee empowerment?

    <p>To allow employees to provide personalized customer experiences</p> Signup and view all the answers

    Frontline service providers should wait for management approval before delivering service to customers.

    <p>False</p> Signup and view all the answers

    What must managers in the hospitality industry focus on instead of conventional performance evaluations?

    <p>Helping employees understand the importance of consistent high-quality guest experiences.</p> Signup and view all the answers

    For hospitality companies, the customer experience is ________ and cannot be delayed.

    <p>immediate</p> Signup and view all the answers

    What is the primary perspective that Guestology operates from?

    <p>Guest experience</p> Signup and view all the answers

    Guestology was coined by Bruce Laval of The Walt Disney Company.

    <p>True</p> Signup and view all the answers

    What is meant by 'cast' in the context of Disney's Quality service model?

    <p>Company employees</p> Signup and view all the answers

    The atmosphere, facilities, and equipment used to offer high quality service are referred to as the ______.

    <p>setting</p> Signup and view all the answers

    Match the following components of Disney's Quality service model with their descriptions:

    <p>Service Standards = Criteria for gauging service quality Cast = Company employees involved in service delivery Setting = The atmosphere and facilities for service Process = Method used to provide services</p> Signup and view all the answers

    Which of the following is a key aspect of the Process in Disney's Quality service model?

    <p>All visitors are treated like VIPs</p> Signup and view all the answers

    Setting service standards does not require benchmarking against customer expectations.

    <p>False</p> Signup and view all the answers

    The aim of Guestology is to build an organization that meets customers' requirements while still making a ______.

    <p>profit</p> Signup and view all the answers

    What must employees understand according to the philosophy of quality service at Disney?

    <p>The art and science of keeping customers</p> Signup and view all the answers

    Which method is emphasized for delivering quality service in the context of Guestology?

    <p>Systematic modeling of customer actions</p> Signup and view all the answers

    What is a crucial element in enhancing the guest experience at themed 'eatertainment' restaurants?

    <p>Unique food-service setting's concept</p> Signup and view all the answers

    The assembly line system in a factory is very similar to the service delivery system in restaurants.

    <p>False</p> Signup and view all the answers

    What is the most critical component of a service delivery system?

    <p>Employees who deal with customers</p> Signup and view all the answers

    The service delivery system includes human components, physical production processes, and __________ systems.

    <p>organizational</p> Signup and view all the answers

    Match the following components of customer service with their descriptions:

    <p>Waitstaff = Directly influence customer experience Kitchen facilities = Physical production processes in restaurants Sound engineer = Human component in concerts Valet parkers = Provide service at hotels and restaurants</p> Signup and view all the answers

    What factor significantly influences the value and quality of the customer experience?

    <p>Encounter between the guest and the employee</p> Signup and view all the answers

    What primarily affects early success in the hospitality industry?

    <p>Founder's skill and desire</p> Signup and view all the answers

    A hospitality business requires a large amount of starting capital regardless of its type.

    <p>False</p> Signup and view all the answers

    What term is used to define the physical elements of the service setting?

    <p>servicescape</p> Signup and view all the answers

    The components of customer experience are service product, service setting, and ______________.

    <p>service delivery system</p> Signup and view all the answers

    Match the following components of customer experience with their definitions:

    <p>Service Product = Primary reason for customer visits Service Setting = Physical environment of the service encounter Service Delivery System = Method by which service is provided</p> Signup and view all the answers

    What is the primary reason customers visit hospitality or tourism businesses?

    <p>Service product</p> Signup and view all the answers

    Customer experience refers only to the service product offered.

    <p>False</p> Signup and view all the answers

    Why is it important for hospitality businesses to master guestology concepts?

    <p>To thrive in a competitive market</p> Signup and view all the answers

    In a hospitality context, the service product can be both __________ and __________.

    <p>physical, intangible</p> Signup and view all the answers

    What contributes significantly to the value of the Walt Disney World Resort experience?

    <p>Attention to detail in the physical environment</p> Signup and view all the answers

    What do first-time customers typically expect when staying at a big hotel?

    <p>Beautiful beds and excellent mattresses</p> Signup and view all the answers

    Repeat customers have the same expectations as first-time customers.

    <p>False</p> Signup and view all the answers

    What term is used for the study of customer expectations in hospitality?

    <p>Guestology</p> Signup and view all the answers

    A common misconception in the restaurant industry is that providing outstanding _____ is sufficient for success.

    <p>cuisine</p> Signup and view all the answers

    Match the following customer types with their expectations:

    <p>First-time customers = Expect beautiful surroundings and comfort Repeat customers = Have established expectations from past experiences Internal customers = Have high expectations for service and respect Guests = Seek a memorable overall experience</p> Signup and view all the answers

    What do companies need to understand about their customers to provide a memorable experience?

    <p>Their expectations</p> Signup and view all the answers

    Innovative hospitality companies prioritize both customer and employee expectations.

    <p>True</p> Signup and view all the answers

    What is a significant challenge in managing the dining experience?

    <p>It involves more than just following recipes.</p> Signup and view all the answers

    As new hospitality businesses emerge, competition in the industry increases every _____.

    <p>day</p> Signup and view all the answers

    What does guestology evaluate to enhance the guest experience?

    <p>Factors affecting the guest experience</p> Signup and view all the answers

    Study Notes

    Services Are Intangible

    • Services are intangible, they are difficult to comprehend before they are delivered and experienced.
    • Businesses must make the intangible tangible through various methods such as advertisements, pictures, and amenities.
    • These efforts help form a mental picture of what the service should look like and how high the quality should be.

    Services Are Consumed at the Moment of Production

    • Services are consumed at the moment they are produced or delivered.
    • Hospitality companies must carefully design their systems to ensure consistent service delivery to every guest.
    • Companies must consider the entire service delivery process from the customer's perspective.
    • Hospitality businesses must emphasize employee empowerment as managers cannot observe every interaction between guests and employees.

    Services Interaction Between Service Provider and Customer

    • The interaction between the service provider and the customer is a crucial part of the service experience.
    • This interaction can be as quick a as a customer's experience with an order-taker or as long as a direct interaction with a front desk officer.
    • Guestology emphasizes the importance of understanding the customer's point of view and focusing on their needs and wants above organizational efficiency.

    Quality Service Cycle

    • The Quality Service Cycle includes four key aspects:

      Service Standards

      • Setting standards for all aspects of service delivery is essential, these standards help gauge service quality.

      Cast

      • The cast is the company's employees, and they must be trained on the philosophy of quality service.

      Setting

      • This includes the atmosphere, facilities, and equipment used to provide service.

      Process

      • The process is the method used to deliver the service.

    Measuring Customer Expectations

    • Customers have preconceived notions about what they expect from a service provider.
    • First-time customers may have expectations based on their previous experiences with similar services.
    • Repeat customers will have a more defined set of expectations based on previous interactions.
    • Understanding these expectations is crucial for providing a memorable experience.

    Serving Internal Customers

    • Hospitality companies serve internal customers, employees, and units that are interdependent.
    • Internal customers must have their expectations met just as external customers do.
    • Employees have high expectations, and the company must meet or exceed them.

    Increasing Competition

    • The hospitality industry is becoming more competitive, with new businesses emerging constantly.
    • Customer loyalty and money are highly competitive, and this will only intensify.
    • Hospitality businesses must master and implement guestology concepts to thrive in a competitive market.

    Components of Customer Experience

    • Customer experience is a combination of the service product, service setting, and service delivery system.

      Service Product

      • This refers to the primary reason a customer visits a hospitality or tourism business.
      • The service product can be physical or intangible.

      Service Setting

      • The location or environment in which the service encounter takes place is crucial, it contributes to the overall "feel".

      Service Delivery System

      • This includes human components like employees and physical production processes.
      • The service delivery system also includes organizational and information systems that help deliver the service.
      • The quality and value of the customer experience are primarily determined by interactions between the guest and the employee.

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    Related Documents

    Customer Service Through Quality Management PDF

    Description

    This quiz explores key concepts related to hospitality services, focusing on the intangibility of services, the moment of production, and the crucial interaction between service providers and customers. Understanding these aspects is vital for creating effective service delivery in the hospitality industry.

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