Answer to Question #176195 in Management for Alexis

Question

6. Reflect on a recent, enjoyable guest experience and on a disappointing guest experience.

• What were the significant events, the moments of truth, during each experience?

• How did they contribute to your enjoyment or disappointment?

• ow do they relate to managing the guest experience in hospitality organizations?

7. This chapter makes some general statements about how people form their expecta- tions for guest experiences.

• How do those statements match up with the way you personally form your expectations for a new upcoming experience?

• If you are going for a repeat experience, would your expectations be based totally on previous experiences?

• If you were a hospitality manager, what level and type of expectations would you want to create in your guests, and how would you try to create them?

• How would you take into account the fact that some guests are new, some are repeaters, and you may not know which are which?

Answer 1

The correct answer is;

a.At Serena hotel in Kenya, the smell and aroma of fresh foods was welcoming, I was greeted with kindness.the staff were dressed professionally and neatly in white shirts and completed with black trousers and skirts.The food presentation was amazing. I started out with a potato soup topped with shredded cheddar cheese then proceeded to my perfectly cooked medium rare steak.

b. The staff was very kind,polite and attentive when picking orders making my experience excellent.

c.The management ran this business in tip top shape.

7.a. Again referring to my experience at Serena hotel I feel as a server myself and

working in a restaurant because was treated fairly and with respect. I feel my experience

there was much more than I expected and it is worth giving those experiences to my customers in the future.

b. If I were to go in for a repeat experience, I would not solely base it on my previous

experience due to the possibility of having different variable such as servers and drink

and food choice they could all be completely different than my previous experience.

c. If I were a hospitality manager, I would hold my employees and myself to a high standard ensuring everyone was qualified for the positions they were given. In doing this I would have ensured customers satisfaction.

d. By taking into account the fact that some guest are new and some are repeaters I would

expect all guest to be treated equal.