Exam 14: Service Excellence: Leading the Way to Wow

Employees make the difference between providing a service product and co-creating one with the emotional connection necessary to create the "wow" experience. Otherwise, more pieces of the experience would be co-created using AI or other technology.

The most highly developed technical applications of guestology can be found in the systems area.

Herb, an employee at the Princess Hotel all-inclusive resort and spa, created a new process for guests to sign up for activities. This is an example of which type of Innovation?

The most highly developed applications of guestology can be found in the service-environment area.

The ______ the guest interaction is, the more likely you are to ______ the guest, and the job will be ______

Leaders establish a culture of guest-service excellence and reinforce it by

Because they are often lonely, bored, and looking for contact with others, older retired people often make excellent hospitality employees.

The text talks about key drivers of two kinds

Which of the following are among the key drivers?

The second step in staffing is finding the right people for the right job.

The benchmark hospitality organizations believe that

The more tangible the service product, the stronger the cultural values, beliefs, and norms must be to ensure that the guest service employee provides the quality and value of guest experience that the guest expects and the organization wants to deliver.

Everything the organizational leadership says and does should be consistent with the organization's subcultures.

Regardless of the size of the innovation, the skill of the leader to implement change successfully will make the difference between success and failure.

Guests are typically very curious about which part of the service system failed when they are not satisfied.

Eco-Innovations reduce the impact on the environment but often lead to less customer satisfaction because the inconvenience and difficulty in implementation.

The organization can't know what factors are the key drivers of guest satisfaction until they study all the drivers.

Benchmark organizations discover which of their competencies guests consider to be core, then focus on bringing their other areas up to that standard.

Successfully determining and providing for the key drivers comes about through

It is the basic experiences like cooking a steak correctly every time you go to a particular restaurant that compel guests to return again and again.