HRT 203 Lecture Notes - Lecture 3: Reputation Management, Commoditization, Tripadvisor
6 Sep 2018
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Service expectations: minimal waiting time, friendly welcome, eye contact, smile, and acknowledge your name, accurate information about reservation and price. Determine what the guest desires supervisor: staff member who directs the work of line-level (non-supervising) employees: managers: a staff member who directs the work of supervisors. Train and empower staff empowerment: granting authority to employees to make key decisions within the employees" area of responsibility. Implement revised systems testing new strategies, more training, etc. Evaluate and modify delivery system repeat guest: guests who returns to the property after his/her first visit costs more to replace a guest than to keep a guest. Service and moments of truth a moment of truth is an opportunity for guests to form an impression about a lodging organization. Service delivery by employees: accountability: an obligation creation when a person is delegated duties/responsibilities by higher levels of management.
