Description
1st Assignment: The hospitality industry is designed to deliver intangible experiences, and to do so in a way that satisfies guests. Guest satisfaction is largely based on what is known as the Service-Expectation Gap. The larger the gap between what a guest expects and what they actually experience, the lower the satisfaction with the experience. So in order to attempt to maximize the guest satisfaction, businesses work hard to manage the tangible elements of the place where the service occurs (the servicescape) in order to help guests understand what type of experience they may expect. By managing the expectations, higher levels of guest satisfaction are easier to achieve.
For this exercise, you need to visit two separate businesses. They may be any type of either hospitality (hotel, restaurant, event venue) or retail business. Your assignment is to carefully observe the way the business is attempting to manage the tangible elements of the servicescape.
Complete the attached document, and submit your observations through this assignment submission area.
HOSP1015 Servicescape Assignment (.docx)HOSP1015 Servicescape Assignment (.docx) – Alternative Formats .
2nd assignment in a word document : This week we learned about the challenges of intangibility and how hotel companies attempt to influence guest expectations and satisfaction by managing the physical environment (Lighting, sound, scent, signage, textures, etc).
Part A
First, which of these physical elements do you believe is the most important, and why? Post your answer on the forum, and provide a link to the website or cite the source where you found your best information!
Part B
Second (and include this in the same post – not a separate post), think about how a Franchisor (brand) would attempt to control the item above in all of their hotels – recognizing that they manage less than half of them in most cases.
Both Parts A & B should be addressed in the same post. Please label them Part A and Part B so it is clear to your instructor and classmates which part of the discussion you are responding to.
3rd assignment :
Read the attached Problem Solving Case Study called “Service Recovery at the Simpson Hotel”.
Use the Problem Solving Template to take the steps necessary to develop an SOP. The items to be written up, using the template, are explained in a second attachment.
The items on the template include the following:
Key Facts
Placing the complaints/problems into 4 main categories
Select 4 problems needing immediate attention and prioritize.
Design an SOP for one of the issues from the case study.
Problem Solving Case Study (.docx) Problem Solving Case Study (.docx) – Alternative Formats
HOSP1015 SOP Assignment (.docx)
