QUALITY SERVICE MANAGEMENT 4. G.

C : Employees without the desire or authority to solve problems

(Prelim Reviewer)
G.E : To receive prompt solution to the problem with care

Type of Exam
5. G.C : Waiting in line because some lanes or counters are closed

I. Identification
II. Matching Type G.E : To wait a short time as possible
III. Enumeration
6. G.C : Impersonal service

G.E : To receive personal attention and genuine interest from

service employees
Guestology
7. G.C : Inadequate communication after problems arise
- Means simply that all the organization’s employees must treat
customers like guests and manage the organization from G.E : To be kept informed about recovery efforts after having or
the guest’s point of view. reporting service failure
- Term originated by Bruce Laval
- The Walt Disney Company (WDC)
8. G.C : Employees unwilling to make extra effort or who seem
annoyed by requests for assistance
Customer
G.E : To receive assistance rendered willingly by helpful employees
- Always be aware that “it always starts with the quests
(loyalty)”. 9. G.C : Employees who don’t know what’s happening
❖ Wants
❖ Needs
❖ Capability G.E : To receive accurate answer from service employees
❖ Expectation knowledgeable about both service product and organizational
product

Guest Experience
10. G.C : Employees who put their own interest first, conduct personal
business, or chat with each other while the customers wait
- The sum total of the experience that the guest has with the
service provider on a set occasion.
G.E : To have customers interest comes first

Components of Guest Experience

Quality
- Service Product
❖ Also called service package or service/product mix - The difference between the quality that the quest expects and the
❖ Why the customer, client, or guest comes to the quality that the guests get.
organization in the first place.
- Service Setting Value
❖ Is the setting or environment in which the
experience takes place.
- Service Delivery - The value of the guest experience (Ve) is equal to the Quality
❖ Service delivery system including human components experience (Qe) as “calculated” using the first equation divided by
and physical product process plus the organizational all the costs incurred by the quest to obtain the experience
and informational system technique.
- Service Scape Cost of Quality
❖ The landscape within which service is experienced.
❖ Has been described as the physical aspects of the
setting that contribute to the guest’s overall physical - An important concept in service organization.
feel of the experience. - Often used as a reminder not of how much it costs the organization
to provide service quality at a high level but of how little it costs
compared to the costs of not providing quality.
Guest Expectation
Planning and Strategy making are all one has to do is to:
- Guests arrive with set expectations as to what that chosen
hotel or restaurant can and should do, etc.
- Assess the environment
- Assess the organization’s capabilities
First Time guests build expectation based on: - Decide where the organization wants to go
- Make a plan to get there
- Advertising / Advertisements
- Familiar brand names Three Generic Strategy
- Promotional devices (ex. Internet - algorithm)
- Previous experiences
- Own imaginations 1. A Lower Price
- People’s past experiences - Provider tries to design and provide pretty much the
same service that the competition sells, but at a lower
price.
Anticipate 2. A Differentiated Product
- Results from creating in the customer’s mind desirable
- How can we meet expectations, by anticipating guest expectations differences, either real or driven by marketing and
as accurately as possible. advertising
- Major responsibility for fulfilling the expectations created by the 3. The Brand Image
marketing department and by the past experiences of repeat guests - Represents a promise to guests of what the quality and
lies with the operations side of the organization. value of experiences associated with that brand will
offer them.

Guests will not remember later a delightful, carefully planned guest experience;
they will remember their unmet expectations as poor service and a bad A Special Niche
experience.
- Focuses on a specific part of the total market by offering a special
Disrespect is what bothers customers most. appeal - like quality, value, location, or exceptional service - to
attract customers in that market segment
- Niche - a special segment of the business for a specialized product
Berry’s Ten Complaints or service

1. G.C : Lying, dishonesty, unfairness The Hospitality Planning Cycle

G.E : Told the truth and treated fairly - The organization gathers information on what the present clients
want to do, need to do, where to do..
❖ Looking Around
- The environmental assessment, or the long
look around for opportunities and threats, in
2. G.C : Harsh, disrespectful treatment by employees
turn defines the strategic premises.
❖ Looking Within
G.E : To be treated with respect - The internal assessment, or the search for
strengths and weaknesses, defines the
3. G.C : Carelessness, mistakes, broken promises organization’s core competencies and
considers the organization’s strong and
weak points in terms of the ability to
G.E : To receive mistake free, careful, reliable service compete in the future.
 ❖ The Necessity for Planning
- “Those who fail to plan, plan to fail”
- Every hospitality organization need a
road map to unite and focus the efforts
of the organization’s members and get
them prepared for the future that the
organizational planners predict.

S
ocietal Change

- Change of behaviors and norms

1. Forecasting
- You are looking at the future as the basis of
the present and the past
2. Predict
- Taking a risk.
- We risk the potential changes in:
❖ Demographics - generations (it
pertains to the behavior of each
generation)
❖ Technology - the impact of
information technology is
difficult to forecast
❖ Social Expectation - people
wants quick service or
convenience
❖ Economic Forces
❖ Competitors - the one who gives
a substitute product to the
customer
❖ Other relevant groups - supplier
of resources, capital and new
materials

Rich guests are the baby boomers

Potential Competitors

- refers to two or more businesses offering the same products or

services to the same target market
- Likeliness of your product

Indirect Competitors

- occurs when another business offers a different product that could

substitute your product and satisfy your customers' needs and
goals.