My name is Rachel and I will briefly share with you all the insights I have received from reading chapter 1 of our textbook. Instructor Hall question regarding quality guest service and wants us please share an example as well a definition or explanation.
According to Bagdan (1970--) the definition of quality guest service (Pp. 4) is "exceeding the guests' expectations" which means providing customer services to the best of one's abilities whereas one practices goodwill the workplace and beyond as long as that remains in a professional manner.
Bagdan (1970--) provides two examples of exceeding the expectations of the guest:
1. First example takes place in a restaurant that seats a couple seeking to inquire confirmation the tickets they purchased.
A couple proceed to order medium--rare steak but instead receives overcooked steak that requires excessive amounts eating time.
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Next, guest services provider appears negligent in empathizing with the needs and concerns of the guest.
With this example scenario shows bad customer service in dealing with guests.
2. Example to take place in the same location with the same people same circumstances, however instead of negligence the guest service provider takes good care to make sure the meal is prepared in a timely manner, problem statements are heard, and a return of service to immediately correct any issues are well attended to.
With this example readers are shown how good customer care defines good guest services (Bagdan, 1970--).
Author:
Rachel Lynne Sakhi
+1 (213) 716 8398
r.sakhi@fastice.us
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Citation Source:
Bagdan, J. (1970--). Guest service in the hospitality industry / Paul J. Bagdan; Allez dans Chapter 1: The Basics of Guest Service: "Quality Customer Service & Two Examples" (Pp. 4, Pp. 23) Section I: Introduction, History, and Basics of Guest Service: https://phoenix.vitalsource.com/#/books/9781119040927/cfi/6/8!/4/12/18/4@0:52.6 Retrieved from Library of Congress Cataloging-in-Publication Data: Bagdan, Paul J., 1970– , United States of North America. TX911.3.C8B34 2013; 338.4′791—dc23; ISBN 978-1-118-07180-9 (hardback).
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