Analysis should include determining the
- service performed or the product purchased (service is both the mission and the product of the hospitality industry)
- items and personnel that enable consumers to benefit from those goods and/or services
- the hospitality industry's two-fold purpose: to satisfy the physical and psychological expectations of guests.
Process/Skill Questions:
Thinking
- How does one determine the type of hospitality a facility should offer?
- What are the psychological needs common to all guests?
Communication
- How can a facility communicate its desire to meet guests’ expectations?
- How can guests be encouraged to express their opinions about a facility’s services?
Leadership
- How can leaders create an environment in which all employees put the expectations of guests above everything?
- Why are leaders ultimately responsible for guest satisfaction?
Management
- Why is management the most important factor in good guest relations?
- Why should management encourage all employees to participate in training for customer relations?