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Guest Service Management Final Questions and Answers 100% Verified
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Guest Service Management Final Questions and Answers 100% Verified
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Guest Service Management Final Questionsand Answers 100% Verified
Hospitality - ANSWER An industry consisting basically of organizations that
offer guests courteous, professional food, drink and lodging services, alone or in
combination, but in an expanded definition also including theme park, gaming,
cruise ship, trade show, fair, meeting planning, and convention organization.
Service Quality - ANSWER Special meaning in the services field: The difference
between the service that the customer expects to get and the service that the
customer actually receives.
Service Value - ANSWER The relationship of the quality of the service to its
cost, or service quality divided by cost of service.
Guest Experience - ANSWER Defined as consisting of the service product,
setting, and delivery system, it is the sum total of the experience that the guest
has with the service provider on a given occasion or set of occasions; often
referred to as service experience in other industries.
Moment of Truth - ANSWER A term coined by Jan Carlzon to refer to any key or
crucial moment or period during a service encounter, a make-or-break moment;
subsequently expanded by others to include any significant or memorable
interaction point between organization and guest.
Guestology - ANSWER The study of guests and their behavior- their wants,
needs, and expectations- with the aim of aligning the organization's strategy, staff,
and systems so as to provide outstanding service to guests.
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