Assignment:
Recall your experiences in your current of past work environment.
What happened when a manager used a good strategy to decide something significant and effectively planned, prepared, directed, and controlled the effort? 200 word
Question 1. Leaders involve employees in the process of improving guest service through __________ and __________.
vagueness; impatience
withholding information; discouraging self-expression
total quality management; empowerment
ignoring their ideas; not delegating
Question 2 Guest services are __________, which means that they cannot be test-driven before experiencing.
tangible
intangible
sustainable
focused
Question 3. In the hospitality industry, the term __________ is preferred over customer.
tenant
guest
individual
person
Question 4. A key objective in the service equation is to encourage guest __________.
complaints
refunds
discouragement
loyalty
Question 5. __________ is/are a unique challenge to the management of hospitality products and services, affecting the return on investment (ROI).
Perishability
Sustainability
Empowerment
Core values
Question 6. What are the five requirements to achieve success in service? Give an example of how you as a hospitality manager could achieve each of these five requirements.
Question 7. Describe how the hotel market has been affected by changes in consumer expectations.