GUEST SERVICE IN HOSPITALITY DISCUSSION /Business Finance – Operations Management
Basic guest services
1. What is the definition of Quality Guest Service? Please share an example of where you either received Quality Guest Service
2. Identify and explain the reasoning behind why guests share their poor experiences with others.
3. Explain and apply the concept of using quality service as a competitive advantage.
Defining guest service
4. Explain Why Expectations Differ Between Customers and Businesses.
5. Illustrate the qualities of service such as perishable, tangible, and nontangible.
6. Characterize guest expectations.
Problem solving for guest service
7. Is the guest always right? Explain your argument and provide support for your answer.
8. Explain and apply the concept of red flags.
9. Identify and apply the five steps to resolve guest issues using the G.U.E.S.T. method.
