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“Waiting for Service”
· Think about an experience where you have waited in a line or queue for an extended period of time. Discuss your perceptions of the wait in line and how you felt about the wait time.
· The more value the customer receives or expects from the service, the more patiently the customer will wait. Suggest methods an airline could use to increase a customer’s perception of the value of the service he or she receives at an airport check-in desk. Provide examples with your response.
2.
A positive guest experience is mainly the result of guests who have positive encounters and interactions with employees who provide the utmost quality service. Based on the hospitality industry you chose in Assignment 1, identify methods, strategies, and tools this industry uses to deliver the “wow” factor and enhance the guest experience. Write a five to six (5-6) page paper in which you:
1. Describe how the industry involves the guest in order to provide quality service.
2. Summarize two (2) service standards the industry uses to meet customer expectations.
3. Recommend one (1) “wow” element the industry could apply to each of the two (2) service standards in order to make the guest’s experience more memorable.
4. Recommend at least one (1) way the industry could better provide information to its guests.
5. Use at least two (2) quality academic resources in this assignment. Note: Wikipedia and other websites do not quality as academic resources.
Your assignment must follow these formatting requirements:
· Be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides; references must follow APA or school-specific format. Check with your professor for any additional instructions.
· Include a cover page containing the title of the assignment, the student’s name, the professor’s name, the course title, and the date. The cover page and the reference page are not included in the required page length.
The specific course learning outcomes associated with this assignment are:
· Explain the typical service expectations of customers and the behaviors associated with providing these services.
· Apply service quality standards used in other industries to the hospitality industry.
· Synthesize customer perceptions into service performance standards.
· Assess and implement quality standards as a “turnaround strategy.”
· Use technology and information resources to research issues in quality service assurance.
· Write clearly and concisely about quality service assurance using proper writing mechanics.
3. “Meetings, Conventions, and Expositions (20 points)” Please respond to the following:
· For sales professionals, familiarization (FAM) trips are very important to closing the sale with a meeting, convention, or exposition organizer. Determine five key strategies a sales manager would need to show a meeting, convention, or exposition organizer during a FAM trip to close the sale.
· During busy times of the year, a hotel, convention center, or meeting hall may have more demand than meeting space available. When your demand for rooms is greater than the number of rooms you have available, discuss how a sales team would determine which customers to take and which to refer to other establishments.
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