Answer to Question #176197 in Management for Alexis

Question

7. Think of a hospitality organization that you are familiar with.

• What seem to be the key drivers of the guests in its target market?

• How do these key drivers influence how the organization operates?

• How should they influence how that organization operates?

8. You are probably familiar with the expression “too much of a good thing.” In the hospi- tality setting, that would describe over-delivering the service guests have come to receive.

• How much service is too much service? Have you ever experienced excessive service?

• How does a hospitality manager ensure that guest expectations are met or exceeded without going overboard?

9. from an article in a guest services magazine: “What brings hotel guests back? A fluffy robe hanging on a padded hanger? Creamy chocolate reposing on the pillow? The jun- gle safari bedroom decor? Or plain vanilla, old-fashioned service?” What do you say?

10. How is service quality related to guest satisfaction?

Answer 1

Tourism is a hospitality firm that focuses on facilities and services designed to meet the needs of tourists. Most destinations include a core of the following key drivers, which can be characterized as the four A’s framework namely attractions, access, amenities, and ancillary services. The above key drivers have influenced how tourism organizations operate and attract customers worldwide.

Based on the above tourism hospitality firms, a hospitality manager could ensure that guest expectation is met through a survey they take at the end of their meals, services, and other products offered.

“What brings hotel guests back? It is through the qualities that featured in enthusiastic personnel, enhanced ambiance, and encouraging feedback while keeping touch with the guests. Therefore, it means that service quality led to customer satisfaction.

Lastly, service quality and customer satisfaction are strictly connected, and that an upsurge in one is prospective to lead to a rise in the other.