Discussion Board
Step 1: Read the Safety at the Downtown Hotel case study (Ford & Sturman, pp. 107-108) and answer the following questions:
Describe on your own words how Faramarz could address the issues describes in this case study.
Step 1: Read the Doug’s Fried Chicken case study (Ford & Sturman, p. 138) and answer the following questions:
How do you explain Judy Hart’s unceremonious dumping from Doug’s and her warm welcome at Berger’s?
Did Doug’s make the right decision? Did Berger?
Hoteliers have been hard at work to leave a positive first impression on their valued guests for decades. It is a pivotal element of a hotel’s reputation, as how guests first perceive a hotel can set the tone for their entire stay and may ultimately impact their post-stay reviews. This first impression is typically defined within the first 15 minutes, so hoteliers focus on the lobby – ensuring everything is clean and safe and that the service guests encounter is friendly. This discussion recognize the importance of the guest experience.
Apply Your Knowledge
Watch the following video and answer the following questions in detail.
Front Desk First Impression (Links to an external site.)
How do you describe the front desk impression in this video?
How can the management team address employees that act like this towards guests?
Introduction
Guest relations might be a relatively new position in the hotel world, but that doesn’t mean it’s any less important than other more traditional roles. Just ask Till Haffner, Guest Services Manager at the Ritz-Carlton Berlin, who is in charge of ensuring guests have a memorable stay with the Ritz-Carlton. What does it take to make a guest’s visit unforgettable?
It’s all about attention to detail and creating moments that are individually tailored to a particular guest’s preferences. This video state the importance of including the key drivers of guest satisfaction in the planning process. Watch the video to hear more about a certain WOW moment Till helped create for one of their guests, as well as the attitude he believes is important for all Guest Services Managers to adopt.
Apply Your Knowledge
Watch the following video and answer the following questions in detail.
Creating WOW Moments at the Ritz-Carlton: The job of Guest Services (Links to an external site.)https://www.youtube.com/watch?v=7e_S1LH0s9k
Describe a WOW moment you have either experience and have created for a guest:
How can the management encourage employees to create WOW
moments for its guests?
ntroduction
Culture is the DNA of the company. The word “culture” is bandied about a lot these days. But at JetBlue, it goes much deeper than providing great snacks and game rooms to employees. So what is it about JetBlue that has led to such impressive results? The company’s focus on community service, its dedication to diversity, and a family feel among colleagues have all received praise from employees. But perhaps one employee summarized it best: The culture in JetBlue is like no other. JetBlue values its employees and its customers. In this video, you will learn how to relate a hospitality organization’s culture to service success and discuss the essential roles the organization’s beliefs, values, and norms play. Moreover, describe how the external world influences the internal culture.
Apply Your Knowledge
Watch the following video and answer the following question in detail.https://www.youtube.com/watch?v=yR_FppZNJyA
Describe your company’s service culture and how it differentiate with JetBlue’s culture:
