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Guest Service CHAPTERS 3,6,7,8,11 OF Questions and Answers 100% Correct
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Guest Service CHAPTERS 3,6,7,8,11 OF Questions and Answers 100% Correct
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Guest Service CHAPTERS 3,6,7,8,11 OFQuestions and Answers 100% Correct
On the job training - ANSWER the employee learns the job by doing. the
individual is placed in the work situation and a supervisor or coworker instructs
the employee on how the job is done directly at the work station
Theming - ANSWER Many companies use a theme to create the feeling that
guests are somehow immersed in another place and time to provide guests with
extraordinary experiences. Hospitality organizations have learned the value of
creating a unique and memorable setting that enhances and contributes to the
total guest experience.
limitations to theming - ANSWER Theming may limit the appeal to the service
offering to some people, and theming also limits the sort of new ventures of
service products that such a company can provide, because any new elements
must remain consistent with that theme,
Service settings - ANSWER To maintain the illusion of fantasy in a themed
service setting, the experience, as is true to any good story must be controlled and
focused. The guests should see what the story teller wants them to see. It includes
food,costumes, and architecture.
Entertainment Control Systems - ANSWER Designed to maximize each guest's
experience by managing the visual and auditory aspects of the setting.
Guest expectations - ANSWER The environment influences the guests
expectations, even before the service is delivered.
, Guest mood - ANSWER The environment sets and maintains the mood after
the guest begins the guest experience. One way to maintain the consistency
between what the guest expects to see and what the guest actually sees.
Signs - ANSWER are the explicit physical representations of information that
the organization thinks the guest might want, need, or expect to find. Signs must
be easy to read, clear and located in obvious places where they can direct and
teach people how to use the service easily.
Symbols - ANSWER representational icons that can replace any language.
Especially important in travel and tourism settings to which guests come from
many nations, cultures and linguistic backgrounds. If the customer must
remember the information on the sign , a symbol often works best.
information-lean environment - ANSWER will help when guests are expected
to be unfamiliar with the setting or when they have to process a lot of
information. For example a major convention hotel complex, where is usually kept
familiar and simple.
information- rich environment - ANSWER can be used when guests are familiar
with the setting or have few choices or decisions to make. For example a themed
restaurants where the guests' only objective is to sit, eat and observe.
Functional congruence - ANSWER refers to how well something with a
functional purpose fits into the environment in which it serves that purpose.
Ambient enviroment - ANSWER normal
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